Parimatch Casino BR - Средства игрока были аннулированы, а аккаунт заблокирован.

Good day! As a Parimatch casino player, I strongly disagree with the accusations of the casino and with the confiscation of my funds in the amount of $449.29.

I'll go to the details.

On December 19, I made a deposit of 1590.00 USD. Unfortunately, luck was not on my side, and as a result of gaming activity, my account balance amounted to 449.29 USD.

On December 21, I received a message from the casino about the need to go through the verification procedure, providing a passport photo and a selfie with a passport. On the same day I sent the documents to the casino.

On December 22, the casino asked me to send a photo in the best quality, on the same day - on December 22, I fulfilled the casino's requirement.

On January 10, I sent a document confirming the payment for electricity.

On January 14, I sent a photo with a passport in my hands.

On February 3, at the request of the casino, I sent a photo with a passport against the background of correspondence with the Parimatch casino support service.

And on February 9, the casino debited my funds in the amount of 449.29 USD, pointing out my violation of clause 80.4 of the casino rules.

On February 9, I sent a claim to the casino with a request to provide the following information: what exactly the casino suspects me of and provide evidence of my guilt. But the casino refused to provide information on my request.

I also declare that no violations were committed on my part, during the verification I followed the instructions of the casino in everything, during the game I was guided by the documents of the casino.

I am ready to provide you with documents sent to the casino for verification. Also I am ready to pass any additional check.

I hope for your help in returning the debited funds in the amount of 449.29USD.

Dear Anton666,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Were the following rules used to cancel your remaining balance? (here):

"80. The Betting company reserves the right to invalidate the concluded agreement (including the bets placer before or after the beginning of the event), refuse to fulfill obligations under such an agreement (including refuse to pay any winnings) or from return of any placed bet, if: 

...

4. It was determined that

• one Client has several game accounts (multiple registration, multi-accounts), including under a new name. The Betting company does not recommend two or more Clients to place bets from the same IP address (one device, local network);

• one Client uses the data of other persons to register new gaming accounts, including his family members;

• bets are made by a group of Clients acting in collusion, in order to circumvent the restrictions established by the Betting company;

• the Client is suspected of using any software that automates the process of setting rates;

• uses a game account to play in arbitration situations;

• the gaming account is not used for betting and other products offered by the Betting company;

• loyalty programs are abused"

Is there any relevant communication that you could forward to petronela.k@casino.guru, please?

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

Best regards,

Petronela

Casino Parimatch accused me of violating the paragraph of the rules you specified. But there are a lot of illegal actions in this paragraph. Parimatch Casino didn't tell me what exactly I was accused of. No evidence of illegality was provided.

I sent you my correspondence with the Parimatch casino to your email box petronela.k@casino.guru.

I hope you'll give me a hand.

Thank you very much, Anton666, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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, Anton666,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Parimatch Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Parimatch Casino Team, could you please specify the rules of the casino's terms that were violated by the player in this case? Can you provide us with the relevant evidence of breaching the casino's Terms and Conditions?

It is possible to share the data and documents directly here, in this open thread, and upload it with your reply or by sending them to my email address (branislav.b@casino.guru). All posts are checked by our team and in case of any private information it is marked as "sensitive" and visible only to the involved parties.

Please note that the casino representative's statement written by email is not considered as relevant evidence and we need a real documantation supporting your decision to confiscate the player's funds.

Thank you in advance for providing the information.

We would like to ask Parimatch Casino Team to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Based on the information we received from the casino via email, I am extending the timer by another 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will impact the casino's rating, as was stated in my previous post.

Dear Parimatch Casino Team,

Thank you for providing the information. I have got your email, but unfortunately, we consider the provided information not sufficient for voiding the player's balance. We cannot agree with your decision without providing the relevant evidence. Please see my email.

Hello, Anton666,

I received the following information from the casino via email:

"During the verification of the gaming account, it was found that the client violated the rules of the company. We found a game from one IP on two game accounts, which is multi-accounting and contrary to the rules of the company.

As a result, the administration decided to write off the winnings and close the account. The client was denied further play."

I requested the casino's representative to provide us with relevant evidence supporting the casino's statement and its decision to confiscate your winnings. Currently, I am waiting for a reply.

Hello! 

Emailed a response to branislav.b@casino.guru . Please check at your first opportunity.

I, like The Guru, have the right to get acquainted with the evidence of my guilt. Please give me this opportunity.

Hello, Anton666,

Please note that for understandable reasons casinos do not share evidence with players. It could be easily used against the casino, especially by the players who really breached the casino terms and conditions. In case you really used 2 accounts from the same IP address and redeemed the same bonuses on both accounts, I am afraid we cannot help you in the matter.

Dear Parimatch Team,

I confirm I received your email, I answered a while ago. I am waiting for your response and the additional details which I requested.

Hello!

Dear Branislav,

We have sent a response to your email.

I declare with full confidence that I have only 1 account. I know the rules of the casino and I did not violate them. The casino is misinforming you and me in order to get my $449.

P.S. In accordance with the rule of law, I have the right to know what I am accused of and to receive evidence of my guilt from the accuser (in my case, from the Parimatch casino). In the absence of evidence or in case of unwillingness to provide it, the accusations have no legal force!

Hello, Anton666,

I am truly sorry, but it seems the casino cannot provide us with any data due to its strict security policy. In this case, there is only one option how you can try to receive your funds.

Did you already submit a complaint with the gaming authority? If not, could you do it? The casino confirmed that they are able to provide the evidence to the gaming authority.

The casino has Curacao eGaming Licence - you can submit a complaint with the regulator by clicking the Curacao eGaming icon on the bottom of the casino's website. Then it is necessary to fill out the form.

Dear Anton666,

Is there any progress regarding your issue? Could you please provide us with the information I asked you for in my previous post? I am extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Good afternoon! I applied to the Licensing Authority with my complaint about the Parimatch casino. A decision has not yet been made on my complaint.

Greetings all,

Thank you, Anton666, for providing the update.

Unfortunately, based on the fact the casino is able to provide the necessary data only to the gaming authority and you already filed a complaint with the regulator, we are forced to close this complaint as unresolved for now.

Please, once you have a response from the regulator, let us know about the results and its decision.

It is possible to let us know by reopening this complaint or by sending information/data to my email address (branislav.b@casino.guru). I sincerely hope your issue will be carefully reviewed and resolved.

We will then be able to reconsider the resolution of the complaint from our side.

Thank you very much for your understanding and patience.

Best regards,

Branislav, Casino.Guru

Dear Anton666,

We are updating the complaint status after receiving the update from the casino regarding the regulator’s final decision.

Although we received an explanation from the casino and the email stating the regulator’s decision in this matter, after several attempts to contact the regulator or ask the casino to provide us with necessary data/details, we were not able to obtain anything that could change our decision. Therefore, in relation to the fact we are talking about rather a passive regulator, from our point of view, we consider the complaint unresolved - the provided information is considered insufficient, and the complaint will be updated accordingly.

Once the casino changes its approach and is able to provide us with the required details and data, the complaint will be re-reviewed and possibly reopened.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru