Unpublished casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Good day!

I have been a loyal user of this casino for over 5 years - I played here back when it was called Parimatch.

This time I managed to win a really big amount of money. When I tried to withdraw the funds, the casino requested additional verification.

I provided a passport photo, sent passport photos, provided all the statements from the cards I played with, and resent the same information several times. I also provided all the screenshots of the deposit + provided all the proofs of deposits from cryptocurrency.

However, I keep getting the same responses, asking for information that has nothing to do with my gaming account.

I am attaching all the confirmations.

Доброго дня!

Я є лояльним користувачем цього казино понад 5 років — я грав тут ще тоді, коли воно мало назву Parimatch.

Цього разу мені вдалося виграти справді велику суму грошей. Коли я спробував здійснити виведення коштів, казино запросило додаткову верифікацію.

Я надав фото з паспортом, надіслав фотографії паспорта, надав усі виписки з карток, з яких грав, і кілька разів повторно надсилав ту саму інформацію. Також я надав всі скріншоти по депозиту + надав всі пруфи депозити з криптовалюти.

Проте мені й надалі надходять однакові відповіді, і від мене вимагають інформацію, яка не має жодного стосунку до мого ігрового акаунта.

Додаю усі підтвердження.

Dear ivtur4in,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Please note that there were no attachments included with your first post. If you meant to submit any other information, please forward it to my email as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good afternoon, Thomas

Thank you for your help, I will answer your questions:

I provided the following requested documents: ID card, monthly statements from my two cards I played with, a screenshot of the bot for replenishing with crypto currency, wallet code, and provided photos of myself holding my ID card. On April 4, I resent my bank statements.

I am sending my support communication to the Post Office.

I wanted to upload screenshots, but for some reason I couldn't on the website, so I'll send you everything by mail.

Thank you, I look forward to your message, thank you for your help and support.

Доброго дня, Томас

дякую Вам за допомогу,відповідаю на Ваші запитання:

Я надав такі запитуємі документи: ІД карта, виписки за місяця з двох моїх карт, з яких я грав, скріншот бота для  поповнення з крипто валюти, код гаманця та надав фотографії мене в руках зі своєю карткою ІД. 4 квітня я надсилал повторно свої банківські виписки.

Надсилаю на Пошту моє спілкування з підтримкою 

Я хотів завантажити скріншоти, але чомусь не зміг на сайті,тому відправлю Вам все на пошту.

Дякую Вам,чекаю на Ваше повідомлення,дякую за допомогу та підтримку.

Thanks for your reply.

Could you please share a screenshot showing the website of the casino on the screenshot with the web address visible?

Share it here or submit the information to my email at tomas@casino.guru

Looking forward to your reply.

Good afternoon, Thomas! Thank you for your answer, here is the website address. The site was previously called PariMatch. I will also duplicate this by mail.

Have a nice day!

https://gra-live.com/uk/my-account

https://gra-live.com/uk/all-live

https://gra-live.com/uk/

Доброго дня, Томасе! Дякую Вам за відповідь, ось веб адреса сайту. Раніше сайт називався PariMatch. Також я продублюю це на пошту.

Гарного Вам дня!

https://gra-live.com/uk/my-account

https://gra-live.com/uk/all-live

https://gra-live.com/uk/

Thanks for your patience.

Could you please confirm that you were no longer underage when you registered an account in this online casino?

Please let me know.

Dear ivtur4in,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Thomas, I apologize for not responding on the appointed date.

Unfortunately, I don't remember when I registered on the PariMatch website. I remember when I passed verification for the first time - 09/11/2022.

Дорогий Томасе, вибачаюсь, що не відповів в назначену дату.

на жаль - я не пам'ятаю, коли зареєструвався на сайті PariMatch. Пам'ятаю, коли пройшов верифікацію в перший раз - 11.09.2022 року.

I went over the evidence.

Honestly, I don't understand your claim and explanation, you didn't use the cards for deposits or request a withdrawal using these card numbers.

Could you please clarify which bank cards you used for deposits exclusively from the list the casino sent you?

Please let me know.

Dear ivtur4in,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru