Hello Rocky_210690,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Parimatch Casino. Please allow me to ask you a few more question before we would move forward.

Was it the first the the cash back bonus appeared to you since you registered in the casino? Did you ever claim any other bonus for the past 2 years you play there?

Was any cash back credited to your account since this issue occurred?

Looking forward to your answer.

Regards,

Nick

Hi,

Yes this was the first time Request Cashback option appeared in my account since I registered my account Almost 2 years ago.I claimed other bonus like free bets after placing a qualifying bet and 100% slots deposit bonus etc but I Never claimed Cashback for my loss in slots.No cashback is credited to my account.Parimatch told me I should have Requested cashback from Saturday to Monday.However I got the Request Cashback button in my account on Wednesday,So how could I have requested the cashback any earlier!?.

Hello Rocky_210690,

It might be possible that this feature was disabled on your account until now. Could you please advise if you did try to claim the cash back bonus since? If it was only disabled and now it is working, then you maybe just did not meet the conditions to receive the bonus until now.

I can't see the claim cashback option anymore parimatch has removed it I have not been able to claim any cashback.I have spent thousands of INR on slots at parimatch since I opened my account 2 years ago, why would I not be eligible for cashback?? Every other casino I play at provide at least a 10% cashback for the losses on casino games.I have always met all conditions to claim the bonus as far as my knowledge that's why Claim your cashback button was there before.If I was not eligible than I wouldn't have got the claim cashback option in my account.Its the Casino that is not willing to credit my cashback.They are giving all sorts of excuses but don't want to credit my cashback.

Thank you Rocky_210690 for all the information. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Rocky_210690.

I am sorry to hear about your troubles.

Generally, it is up to casino management if they decide to offer a bonus. It is not an obligation for them; if they choose, they can completely exclude certain players from bonuses. There are lots of casinos which do not offer a cashback bonus. Some casinos do not offer bonuses at all. Because you had an option to claim that bonus, and later this option disappeared, I am inviting a casino representative to clarify what happened.

I appreciate your help!

Thank you.

Hello!

We have already asked for additional information and are now awaiting a response from experts regarding this case. We will write back when we get a response from them.

Please wait and also sorry for the slight delay.

Please give us some time so that we can look into this situation.

Yes, sure.

Hello! 

Dear Rocky_210690, 

Unfortunately, it may take a little longer to resolve your issue, for which we offer our deepest apologies. We will do our best to give you a final answer as soon as possible! We hope for your understanding! 

Hello!

Dear Rocky_210690, we are sorry to hear about your situation. The experts have already solved the problem and the bonus "Cashback" is already available to you in the section of bonuses in slots.

As a compensation for the inconvenience, you are now available for 30 free spins in Hot Hot Fruit.

We wish you a pleasant game and more winnings! 

Thank you, Parimatch Casino representative, for the fantastic news.

Rocky_210690, could you please confirm that everything is fine now and that we can close the complaint?

Yes now everything is solved ..they have given the compensation as free spin ... Thank you casino guru for help

Dear Rocky_210690,

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.