Hello

I faced a very serious problem while playing at Parimatch casino. The fact is that I am sick, namely, I have a gambling addiction. This has a very strong impact on my life, because I began to lose absolutely all funds as soon as they appear in my possession. I have repeatedly contacted the support service of this casino and asked to close my account permanently, without the right to restore, so that I would stop losing. Alas, they ignored my request and started asking for some documents and notes. I was unable to control myself and lost again, now my problems due to gambling addiction have become as serious as possible.

I demand Parimatch to return the amount of lost funds from the moment I clearly let them know that I was forcing them to close their account due to gambling addiction. It happened on February 19, 2021. From that moment on, I lost about 20,000 UAH. I am asking you to help solve this problem, because the casino violates the license and gambling policy, according to which they were required to close my account as soon as I notify them about it. I wrote from my mail, which I registered a casino account with. indicated absolutely all the necessary data, but they did not close my account, as a result of which I lost a lot of money.

Thanks in advance!

Здравствуйте

Я столкнулся с очень серьезной проблемой при игре в Parimatch casino. Дело в том, что я болен, а именно у меня игровая зависимость. Это очень сильно сказывается на моей жизни, т.к. я начал проигрывать абсолютно все средства, как только они появляются у меня. Я неоднократно обращался в службу поддержки этого казино и просил закрыть мой аккаунт навсегда, без права восстановления, чтобы я перестал проигрывать. Увы, они проигнорировали мою просьбу и начали запрашивать какие-то документы и записки. Я был не в состоянии контролировать себя и проиграл снова, сейчас мои проблемы из-за игровой зависимости обрели максимально серьезный характер.

Я требую Париматч вернуть сумму проигранных средств с момента, когда я четко дал им знать что вынуждаю их закрыть аккаунт по причине игровой зависимости. Произошло это 19 февраля 2021 года. С этого момента я проиграл около 20 000 UAH. Я прошу вас помочь решить эту проблему, т.к. казино нарушает правила лицензии и gambling policy, согласно которым они обязаны были закрыть мой аккаунт как только я оповестил их об этом. Я писал со своей почты, на которую зарегистрировал аккаунт в казино. указал абсолютно все необходимые данные,но они не закрыли мой аккаунт, в следствие чего я проиграл много денег.

Заранее спасибо!

Dear Дмитрий,

Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. I’m sorry to hear about your problem.

Is this the email address that you have sent all your emails to? [email protected]. Do I understand correctly that your account hasn’t been fully verified in the past? Have you received any payments from this casino?

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

Hello!

Dear customer, please read our email's text very carefully. If you want to block the account you need to provide a photo of your passport near the sheet of paper that contains "For Parimatch" and today's date. You have to write the text manually. Our support service has been texting you about this requirement, but you ignored it. Without completing the requirement we can't block the account. The requirement has to be completed just because to verify your identity and confirm you're the passport and the account owner.

Thank you very much, Дмитрий, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear representative from Parimatch Casino. Please note that I owe nothing to you and your support team for such requests. It is you who are obliged to fulfill my requirement to close the game account at the same moment when I indicate to you the reason for the closure, namely the game addiction.

and as proof of my words, I refer to the game liability policy, which also fully applies to projects under the Curacao license. And you, as an operator, are simply obliged to follow this policy. If you do not, then you are violating the terms of the license. So this is what it is about:

"Actions on receipt of requests from players"

"When a user contacts the casino team through any available method and requests to close his account / set any limits, the casino team is obliged to find out the reasons for making this request. If the reason for such an appeal is gambling addiction, then such a request should be processed immediately, after Initial mention When a player's request is fulfilled, the casino team is obliged to leave a comment (for example, "gambling addiction") in the player's profile.

If the reason for such a request is not specified in detail or does not relate to problems with gambling addiction and the casino does not have solid reasons / solid evidence to be sure that the player has problems with gambling addiction, then the following options are possible:

1) The casino team can fulfill the user's request.

2) The casino team may offer the user a bonus / promotion to prevent their account being closed.

3) The casino team may ask the player to contact them using email to fulfill such a request "

Please note that perhaps this is not a literal wording, but the meaning of all the rules is conveyed absolutely to everyone who is familiar with them. I also ask you to draw the attention of the Casino Guru manager that I have repeatedly written to the support mail of Parimatch casino, using my personal mail, and provided my passport, although this is not even a prerequisite, according to the terms of the gaming liability policy. In any case, I gave the support team of this casino more than enough information to immediately close my account. They violated the terms of the license by not closing my account immediately after giving the reason for gambling addiction. I will also have to go directly to the person who issued them the license to report the violation and get compensation, as I have suffered from these violations. If I can't solve this issue with the help of Casino Guru, then I will have no choice but to seek help from representatives from Curacao.

Уважаемый представитель от казино Parimatch. Прошу обратить ваше внимание на тот факт, что я ничем не обязан вам и вашей команде поддержки при подобных запросах. Это вы обязаны выполнить мое требование закрыть игровой аккаунт в тот же момент, когда я указываю вам причину закрытия, а именно игровую зависимость.

и как доказательство моим словам я ссылаюсь на политику игровой ответственности , которая также в полной мере распространяется на проекты под лицензией Curacao. И вы как оператор просто обязаны следовать этой политике. Если вы этого не делаете, то вы нарушаете условия лицензии. Так вот о чем идет речь:

"Действия при поступлении запросов от игроков"

"При обращении пользователя к команде казино через любой доступный метод и просьбе закрыть его аккаунт/установить какие-либо лимиты, команда казино обязана выяснить причины обращения с данным запросом. Если причиной такого обращения является игровая зависимость - то такой запрос должен быть обработан немедленно, после первоначального упоминания. При выполнении запроса игрока, команда казино обязуется оставить комментарий (например, "игровая зависимость") в профиле игрока.

Если причина такого запроса детально не указана или не относится к проблемам с игровой зависимостью и казино не имеет основательных причин/основательных доказательств, чтобы быть уверенным, что игрок имеет проблемы с игровой зависимостью, то в таком случае возможны такие варианты действий:

1) Команда казино может выполнить запрос пользователя.

2) Команда казино может предложить пользователю бонус/акцию, чтобы предотвратить закрытие его аккаунта.

3) Команда казино может попросить игрока связаться с ними используя электронную почту, чтобы выполнить такой запрос "

Прошу заметить, что возможно, это не дословная формулировка, но смысл всех правил передан абсолютно доступно каждому, кто с ними знаком. Прошу также обратить внимание менеджера Casino Guru, что я неоднократно писал на почту поддержки Parimatch казино , используя свою личную почту, предоставил свой паспорт, хотя это даже не является обязательным условием, согласно условиям политики игровой ответственности. В любом случае я дал службе поддержки этого казино более чем достаточно информации, чтобы немедленно закрыть мой аккаунт. Они нарушили условия лицензии, не закрыв мой аккаунт сразу же после указания причины игровая зависимость. Я буду вынужден также обратиться напрямую к тому, кто выдал им лицензию, чтобы сообщить о нарушении и получить компенсацию, так как я пострадал от этих нарушений. Если не получится решить этот вопрос с помощью Casino Guru , то у меня не останется другого выбора, как искать помощи у представителей из Curacao.

Dear Дмитрий,

I looked at your case and all the additional information provided. I understand the situation and will try my best to resolve the issue as soon as possible.

Dear Parimatch Casino,

Can you please advise if there is a reason why was Дмитрий allowed to deposit funds into his account and play after expressly stating that he wanted to have his account closed due to gambling addiction?

We believe that a more correct approach in this situation would have been to restrict Дмитрий’s access to his account immediately after processing his request and only then verifying his identity.

Dear Andrej Pauls!

The blocking of the gaming account is carried out in accordance with the established procedure. The client must provide in a letter to [email protected] a photo of the first and second spread of the passport next to a sheet of paper on which there will be a handwritten inscription "For Parimatch" and the current date. Without providing this data, the account will not be blocked. The client ignored this information that was sent to him in the letter and provided only a passport photo, that is not enough.

As for the return of lost funds - there is no such possibility. It was the decision of the client to gamble on our resource.

Dear casino representative, your position is clear.

In that case, wait for news on my case from representatives from Curacao. And given that the final decision is always theirs, I think you will face more serious problems than a refund to me alone.

To the representatives of Casino Guru, I can only say that the rating of this online casino is much higher than what we actually see. They ignore the problems with gambling addiction of their clients, violate the terms of the license and come up with their own rules that do not comply with any regulations and policy of gambling liability.

Уважаемый представитель от казино, Ваша позиция понятна.

В таком случае ждите новостей по моему случаю от представителей из Curacao. А учитывая, что окончательное решение всегда за ними, то думаю вас ожидают проблемы более серьезные чем возврат средств только мне одному.

Представителям от Casino Guru я могу лишь сказать, что рейтинг этого онлайн казино значительно превышает то, что мы видим на самом деле. Они игнорируют проблемы с игровой зависимостью своих клиентов, нарушают условия лицензии и придумывают собственные правила, которые не соответствуют никаким регламентам и политике игровой ответственности.

Thank you, Parimatch Casino, for clarifying.

Dear Дмитрий,

Do I understand correctly that you have submitted an official complaint to the casino’s Licensing Authority - Cura?ao eGaming?

I’ve not done it yet. However, of course I will definitely take this case to Cura?ao eGaming. Thank you!

Thank you, Дмитрий, for clarifying. Please let us know once you have submitted the official complaint and/or our assistance is needed.

Dear Andrej,

I've just submitted an official complaint. Thank you for your willing to help me. I suppose this case hasn't been solved yet, and I'd like to wait for and answer from Cura?ao representatives.

Thank you, Дмитрий, for the update. As you have contacted the casino’s Licensing Authority, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once there are any updates on this matter. My e-mail address is [email protected].

Dear Дмитрий,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request that you forward their official statement to [email protected]. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Andrej, www.kpvfaw.com

Dear Дмитрий,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as ‘Rejected’.

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.