Hello, they blocked my account, wrote off my winnings and accused me of forging screenshots, I can't use their services right now

Dear yankapenchuk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you didn't pass the verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com 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.

I played slots, I won, I told them about it, they told me that I faked the screenshots even though I didn't do it, they told me I had to go through verification, I passed the verification but they denied me access to the game and didn't even explain the reason, the win was without a bonus, I asked them to refund my money but they refused

Thank you very much for your reply, yankapenchuk. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

In addition to all this, I have been on the gambling addicts' register since August, when they informed me that they have a Curacao license and they have nothing to do with the local regulator, please help me get my money back

Will you help me get my winnings back?

I was accused of fraud.

Thank you very much, yankapenchuk, for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you also for your cooperation.

Dear yankapenchuk,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Parik24 Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Thank you for your understanding and patience!

Best Regards,

Kubo

There have been no further updates, I will wait for an answer with you.

We would like to ask the casino 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 may negatively affect its rating.

I will wait for the result.

Dear Casino Guru and yankapenchuk,

The Player repeatedly submitted falsified screenshots of account top-ups, which appeared to show successful transactions that, in fact, did not occur.

As a result, a verification of the gaming account was requested for the specified client in accordance with Operator rule No. 84:

"The Betting Company reserves the right to verify the gaming account holder’s identity and suspend transactions and/or payouts for the gaming account at the time of verification."

As part of the account verification process, the Player was asked to provide confirmation of their deposits in the form of screenshots or bank card statements. The Player submitted edited payment information, which constitutes a violation of the fair play policy.

Following the verification, the Operator made the decision to no longer accept bets from the Player in accordance with Operator rule No. 36

"The Betting Company reserves the right refuse to accept bets from any person"

No write-off were made by the Operator. There were no remaining funds on the gaming account. The Player independently used the available balance during gameplay.

If the Player has any evidence of the claimed winnings\write-offs made by the Operator\communication with customer support indicating any write-offs — the Player are welcome to provide it in this conversation.

However, as the Player has previously submitted falsified screenshots to our support team, any materials sent will be subject to thorough verification for authenticity by both our team and the Casino Guru team.

Best Regards,

Parik24

I did not send any fake screenshots of deposits or statements, I do not understand why you are accusing me of this, my winnings were written off due to technical problems with the site and your operators confirmed this, I have nothing to do with forging anything, because this is a violation of the law, the winnings were really written off

Dear Parik24 Casino,

Could you please provide any supporting evidence to substantiate your claims regarding the alleged falsification of the screenshots submitted by the player, as well as your assertion that the balance was not written off but instead used by the player during gameplay?

You are welcome to share any relevant materials either directly in this thread or by sending them to my email address: [email protected].

Thank you for your cooperation.

Dear Casino Guru and yankapenchuk,

We are unable to share the bank statements provided by the Player for your review, as these documents may contain confidential information related to the Player.

However, we can share the results of our internal review of the statements. That the supporting documentation may include internal data, and therefore, this process may require some additional time.

Before moving forward with this, we propose to focus on clarifying the key issue raised by the Player. Based on the correspondence, it seems that the Player is primarily concerned not with the suspension of gameplay on our part, but rather with the write-off of winning.

As we have previously stated, no write-offs were made from the Player’s account. In order to provide evidence supporting this, we kindly ask the Player to provide the following information:

1. The amount of the winnings (or the total balance that the Player believes written off)
2. Date and time of the winnings
3. Date and time when the winnings were allegedly written off
4. A screenshot of the winning result (if available) or of described issue 
5. A screenshot showing the deduction or balance change from the gaming account (the Player has access to full balance history upon login)
6. A detailed description of the situation, including what exactly happened and under what circumstances

Once we receive this information, we will be able to respond accordingly.

Best regards,

Parik24

Written off winnings 85000

At the moment I can't name the exact date and time, as enough time has passed, I didn't take a screenshot because I didn't have time

I played a game, I got a bonus game and won, after which the site restarted three times, the money remained in the account, I wanted to withdraw it but it just disappeared from the account, I can’t say which game it was

approximate date, January 2025

Hello yankapenchuk,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you, have a nice holiday)

Dear Parik24 Casino,

I kindly request that you provide the player’s full balance history, including gameplay activity, deposits, and withdrawals, from the moment the bonus in question was claimed until the complete depletion of the player’s balance.

The development of the player’s balance over time should be clearly visible. Please feel free to send the requested logs in CSV format or any other convenient format to my email address at [email protected].

Thank you for your cooperation.

In accordance with our Privacy Policy and personal data protection legislation requirements, we are not authorized to disclose any personal data of The Player, including information about their gaming account, gameplay history, or transaction history.

We would like to suggest an alternative approach: perhaps you, as forum moderators or representatives, could ask the user who submitted the complaint to provide evidence supporting their statements - for example, screenshots confirming the existence of the win or confirmation that the funds were present on the balance (The Player has access to their account and its history).

If such evidence is not provided, this review may be considered as "containing unsubstantiated accusations." This would help preserve the objectivity of the discussion.

We draw the attention of the Administration and all those reading this review:

1. Initially, The Player wrote on the forum about a "write-off of winnings" and that we "refused to return the written-off funds." This is already a falsehood, as The Player contacted us and stated that they were experiencing problems with gambling addiction, lost borrowed money, and demanded its return (screenshot #1 sent to the Administrator’s personal email).

2. Later, The Player demanded to credit casino winnings in the amount of 26750 UAH (Screenshots #2 and #3 sent to the Administrator’s personal email).

3. Now The Player claims that the win was already 85000 UAH, while they do not remember the game they played, do not remember the date, have no confirming screenshots, and the review was written several months after the time of the situation indicated by the Player.

4. The Player did not provide a single screenshot of dialog with support confirming their statements: "they refused to return the winnings," "they confirmed that a write-off occurred," "they confirmed difficulties on the site" - all screenshots that were sent contain completely different information.

We once again state that the winnings or write-offs mentioned by The Player were not present on their account.

Dear Parik24 Casino,

Thank you for the clarification and for providing the additional context.

Dear yankapenchuk,

The casino has shared chat transcripts of your communication with their support team, which contain information that differs from what you previously stated. In your initial correspondence with the casino, you mentioned that you suffer from a gambling addiction and requested a refund of your deposits, citing your registration with the local self-exclusion registry.

Unfortunately, we are unable to assist in this matter. As the casino support team correctly noted, they are not connected to the Ukrainian national self-exclusion registry, as the casino does not hold a Ukrainian gambling license.

According to the casino representative, you requested the return of written-off winnings amounting to 26,750 UAH. Could you please clarify the origin of the 85,000 UAH figure you are now claiming? Additionally, I would appreciate it if you could provide your complete betting history, which is available in your account. You may share screenshots here or send them directly to my email at [email protected].

Thank you for your cooperation.

At the moment I can't log into my account, there is no access, money was written off twice for a total of 85,000 thousand, January 2025, games from the provider Playson, Royal Coins 2

money was written off in the game itself, games often lagged and I was thrown out of the site

I didn't know that the Parik 24 casino website doesn't belong to the local regulator, so I asked them to return the funds.

I also can't send screenshots because I lost access to my personal account.

Dear Parik24 Casino,

Unfortunately, none of your allegations have been substantiated so far. As part of our resolution process, we require concrete supporting evidence to validate any claims made by the casino, especially when referencing potential violations of terms or policies. Without documentation or verifiable data, we are unable to take such claims into account.

At this stage, the player no longer has access to her account and is therefore unable to confirm the presence of the balance in question. Since you claim the balance was not there, and you are the only party with access to that historical account data, the responsibility to provide proof lies with you.

Therefore, I kindly reiterate our request for the relevant details from the player's account that would support your position. Without this, we will be unable to continue with the resolution process and will have to mark the complaint as unresolved, which would have a negative impact on your casino's Safety Index on our platform.

Thank you for your cooperation. I look forward to your response.