Hello, I 've been registered with the Parimatch casino since the beginning of March. Recently my account was blocked, and on my page appeared an inscription - a fraud.

This is a very strange situation in my opinion. On April 23, I withdrew my money without problems. I didn 't receive letters from the casino about inspection or violations. On April 24, my account was blocked. The casino does not explain to me on what basis the conclusions about fraud were drawn.

When I asked about the reason for the lockout, I got an answer. "The bookmaker network reserves the right, without explanation and prior written notice, to impose restrictions or refuse to accept bets on any person."

I don 't think the casino has the right to block the account under this clause. If the casino cancels my account under internal terms, they are required to return me the deposits I made for the game. Otherwise, they actually stole my money. No one withholding of funds could be lawful without a police or court decision. Please withdraw my deposits and close my account afterwards.

Dear Yulii,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please specify if you have accumulated winnings from sports betting or casino play? Additionally, if there’s any relevant communication, please forward it to [email protected]. 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

I played a casino. I never used sports betting.

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

I looked at your complaint and will do my best to help you. Now I will try to contact the casino and let them know about your complaint. Please track your e-mails in case there will be update on your case.

I would like to invite Parimatch Casino into this conversation. Can you give us some explanation of whole situation and why was the player's account blocked?

Best regards,

Juli

Dear Juli,

Yuliia played from one permanent IP address. The same IP address was used for another account. Both accounts were registered in different countries, so because of one IP for 2 accounts it`s appeared to be multiaccounting.

The company's rules due to the multiaccounting is described at the paragraph 80th of Terms & Conditions:

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:

subparagraph 4

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;

The client also used money bonuses, that have the following rule in Terms & Conditions, paragraph 5:

The bonus is available only for one betting account per person, family, apartment, computer or IP address. In the case of suspected fraud committed through multiple registrations (fake account, playgroups), Parimatch will void the bonus and winnings owed to the user. If the second account was registered, then bonus will be removed and all bonuses and winnings may be annulled.

Dear Parimatch Casino,

I would like to ask for supporting evidence proving that this player has multiple accounts from the same IP. Please forward all relevant evidence for this case to my email address: [email protected]

We are currently in contact with the casino for further investigation. We have asked for evidence of duplicate accounts. 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 affect its rating.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

Best regards,

Juli

We’ve reopened this complaint as per the casino's request.

Yulii, I would like to inform you that Parimatch Casino has provided a sufficient evidence that you have more than one account with the same IP. And I'm afraid I will be forced to reject your complaint. I am very sorry, but in this case, we cant help you more. I hope you understand.