Dear Sir or Madam!

I am turning to you for help in resolving the conflict with the Parimatch casino. I couldn't resolve it on my own.

On February 08, I received a letter from the casino, according to which I had to provide the following documents: a color photo of a passport or ID card, a photo with a passport or ID card in my hand in front of the camera. On February 08, I sent the above documents.

On February 09, a request was received from the Parimatch casino to provide a passport photo on 2-3 pages. On February 9, I sent the required photo.

On February 12, the casino contacted me under a false name and said that "To complete the change of email address, please go to the following link. This link will expire in 72 hours." And I did not request a change of address - the casino messed up something.

On February 15, I received a message from Parimatch about the decision to cancel my bets and return the deposit in accordance with the rules of the Company No. 80.4. Casino confiscated 453.25 USD

In response, I sent a claim indicating that the violations listed in clause 80.4 have nothing to do with me. I did not commit the offenses specified in clause 80.4.

I also noticed that according to the decision of the casino, the deposit should be returned to me. I received 2500.00 USD out of 2800.00 USD. Thus, in accordance with their own decision, the casino must return another 300.00 USD to me. And this is if the casino presents evidence of my guilt in committing the actions specified in clause 80.4.

However, the casino changed its mind and, citing that in the entire history of my game, more funds were received than deposited, the casino does not intend to return anything to me.

That is, the very fact that the total amount of withdrawals exceeds the total amount of deposits is regarded by the casino as unacceptable! The casino believes that if the client managed to win a little, then his actions are illegal!

As of today, no detailed information about the offense allegedly committed by me has been provided to me. Also, the casino did not provide any evidence of my guilt.

Considering all of the above, I kindly ask you to help me in returning my funds in the amount of 453.25 USD.

Hello Kukish559,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:

"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;"

Has the casino specified which point has been breached?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is [email protected].

Looking forward to hearing from you.

Best regards,

Kristina

The casino didn’t say what exactly was the illegality of my behavior, despite my request. I sent the correspondence with Parimatch to [email protected]. I am hope for your help.

Thank you very much Kukish559 for your reply. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Kukish559,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Parimatch Casino to the conversation to participate in the resolution of this complaint.

Hello!

We sent you an e-mail with information to [email protected]. Please take a look.

Hi Kukish559,

I requested some additional evidence from the casino. I will update you here ASAP.

Dear Parimatch Casino,

I would like to ask you to provide additional evidence as requested by email.

Hello, Peter!

We answered you in a letter and provided all the information by e-mail.

I ask the Parimatch casino to send me additional information regarding the alleged wrongfulness of my behavior and evidence of my guilt, which the casino operates, to my e-mail.

Прошу казино Париматч прислать мне дополнительную информацию относительно предполагаемой противоправности моего поведения и доказательства моей вины, которыми оперирует казино, на мою электронную почту.

Hi all, sorry for the late reply. I sent emails to both of you.

Dear Kukish559,

I discussed the issue with the casino by email for some time now. Unfortunately, we don't seem to be able to make any progress. The accusation is that your payment method was also used in someone else's name, however, there is practically no evidence to support it. Unless the casino can find and provide relevant evidence, the complaint will become unresolved which may negatively affect the casino's rating. I recommend you turn to Curacao Gaming Authority and submit a complaint to them (https://verification.curacao-egaming.com/validateview.aspx?domain=parimatch.com). Let me know how they responded ([email protected]). I wish I could be of more help.

Best regards

Peter