Parimatch Casino BR - Igrač se bori da dovrši provjeru računa.

Dear lucasacg,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

If you have been asked for a selfie with ID documents, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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

Best regards,

Petronela

All requirements have already been met. I must have sent around 8 (eight photos) different and do not accept. Every time they come with a new requirement. I've been asked to show elbow, all hand, all arm, maximum resolution, etc. I have always met all requirements, but it gets to a point that is difficult. It is an eternal looping.

Even a video filming the document and my face I already sent to prove my veracity.

I have never had any problems to that degree with another bookmaker. Giant disappointment with Parimatch. The embarrassment I'm having to endure is unfortunate.

Todas as exigências já foram respeitadas. Devo ter enviado em torno de 8 (oito fotos) diferentes e não aceitam. Toda hora aparecem com uma exigência nova. Já pediram pra mostrar cotovelo, toda a mão, todo o braço, máxima resolução, etc. Eu sempre atendi a todas exigências, mas chega num ponto que fica difícil. É um "looping" eterno.

Até um vídeo filmando o documento e meu rosto eu já enviei pra comprovar minha veracidade.

Nunca tive nenhum problema nesse grau com outra casa de apostas. Decepção gigante com a Parimatch. O constrangimento que estou tendo que suportar é lamentável.

Thank you very much, lucasacg, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Lucasacg.

I am sorry to hear about your troubles.

I hope that the casino representative can bring some light to the case.

Casino representative: Could you please explain why the photos were not accepted.

What else Lucasacg needs to do? Is there some problem with KYC?

Good morning, dear.

Finally my documents were approved and I was able to withdraw my earnings.

Thanks a lot for the help!

Bom dia, prezados.

Finalmente meus documentos foram aprovados e eu consegui realizar a retirada dos meus ganhos.

Muito obrigado pela ajuda!

Dear Lucasacg,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.