ParamigoBet Casino - Player's account is frozen after withdrawal dispute.

I made a withdrawal at this casino and was informed that the withdrawal was completed but the corresponding virtual currency deposit did not exist.

So I contacted them and they froze my account.

The casino claims that there was a violation of their terms and conditions, but has not provided any evidence.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or a screenshot of the bonus you activated and played with?

What types of games did you play?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Please ask the casino to send you the entire gaming history in Excel format from the moment you activated your last bonus up to the moment you submitted your withdrawal request, and then forward it to me at veronika.f@casino.guru.

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

KYC has been completed.

Since the withdrawal request was made quite some time ago, there is no data available.

We are unable to contact the casino, so please call the casino representative and ask them to provide the history and reasons for the withdrawal.

Dear Player!

Thank you for telling us about your situation. We understand how unpleasant it is to face account freezing and lack of clear explanations.

In such cases, account blocking and freezing of funds may indeed be related to the verification of compliance with the platform's internal terms and conditions. Unfortunately, the company may not always disclose all details for security and privacy reasons.

If you believe that there has been a mistake or misunderstanding, we recommend that you send a formal contact to the support team with a request for more detailed information and, if possible, supporting documents.

We sincerely hope that your situation will be resolved as soon as possible.

Thank you for your patience and understanding.

Sincerely,

Paramigobet team

At the very least, this is a formal complaint.

Do you understand that not disclosing the details could result in significant negative feedback, fines, and even license revocation?

What are you talking about?

Do you think there is a record from more than a month ago?

Why didn't you contact us sooner?

It's too late now, and it's difficult to prepare.

It is common for cryptocurrencies to have different addresses for deposits and withdrawals.

This is a screenshot proving that the withdrawal address belongs to me.

I use Bybit as my wallet, and since Bybit acts as an agent for deposits to the casino, the deposit address varies each time.

It is impossible to submit transaction history because the casino requested it too late.

Dear ParamigoBet Casino Team,

Thank you very much for getting in touch with us and providing assistance to the player.

Dear player,

Please contact your payment provider and request the documents needed to verify your payment method. This step is crucial to confirm that you are the rightful owner of the crypto wallet used for depositing funds into this casino.

The provider does not offer such a service.

What is required, and what documents have already expired and cannot be submitted?

This must first be clarified.

At present, there are no other documents that can be submitted besides those listed above.

The last time I made a deposit at this casino was about two or three months ago.

There is no record of it left, so I cannot submit it.

Why didn't you ask for the documents when I requested a withdrawal?

Don't you think it's unfair to ask for them after the deadline has passed?

Please note that the casino is obligated to check if you are the owner of all the payment methods used to deposit money into their platform. Have you tried contacting your payment provider's support team to send the deposit records needed for the verification?

The request was made too late.

The retention period for payment records has already expired.

Why didn't you make the request immediately after submitting the withdrawal request?

As I already mentioned in my previous replies, I recommend that you contact your payment provider’s support team and specifically ask them to issue any kind of confirmation letter or statement proving that:

• you are the owner of the Bybit account you used for both deposits and withdrawals,
• and that the transactions you made to/from the casino belong to your account (even if addresses differ).

If your provider confirms in writing that older records cannot be retrieved, please share that confirmation with us as well. This will help us in our communication with the casino.

Bybit does not offer such services.

We do not want to make unreasonable requests and damage our relationship.

A considerable amount of time has passed since the deposit and withdrawal, so the information has been lost and cannot be provided.

Furthermore, Bybit is not in a position to provide such information to casinos or casino groups.

＞Bybit is not affiliated with CasinoGuru or ParamigoBet, and we have no intention of responding to any requests.

＞From the perspective of personal information protection, we are disposing of old information.

I have checked the Bybit wallet interface with my colleagues, and it is possible to export data for a period of up to 1 year. Here are the steps you should follow to obtain your transaction history. Please note that exporting older data can take between one and three days, so a little patience may be needed.

Exporting Data (Web Only—Not Available on Mobile App)

Exporting Account Data & Statements

• Go to Account → Account Statement or visit the Data Export section.
• You can export:
• Funding & Unified Trading Account statements—monthly or custom date ranges.
• Transaction Logs, Order History, and Account Statements, including for subaccounts. Bybit
• Time Range Limits:
• A maximum of 12 months per export.
• You can cover more than a year by exporting in multiple batches (e.g., two 12-month exports). Bybit
• Availability & Downloads:
• It takes 1–3 days to generate the export.
• Once ready, you’ll see a "Download" button and receive an email. The download link is valid for 7 days. Bybit

Exporting Specific Histories (Spot, Derivatives, Funding)

You can also export tailored CSV files via the Assets → Funding Account → History → Export path or through the Data Export page for:

• Spot trade history (via Orders → Spot Trade History).
• Derivatives Closed P&L (USDT Perp, Inverse Futures, Inverse Perp).
• Funding account history, Copy trading history, etc. support.cryptact.comBybit

Please follow the steps outlined in the manual and export the history you can send to the casino to verify your payments.

I can't do that with my account.

Why do you believe the information on the interface without question?

Don't you understand that there are methods that are possible and methods that are not possible depending on your account rank?

I have been saying from the beginning that it is impossible.

Please do not waste any more time.

The casino representative has not made any statements.

Normally, we would have to inform them that it is impossible to prepare a deposit and withdrawal history for the casino and demand a response, but because you cooperated in stalling for time, we still have not received any response.

> Dear Casino Guru representative:

>This user's account does not have a history export function.

>In addition, since the history has already been deleted, it is not possible to export the history even using the export function.

>Exporting is only possible if the history has not been deleted.

>This user has set their account to regularly delete history, so old history cannot be exported.

>We appreciate your understanding.

Two weeks ago, we officially responded that it cant submit the records because the request was made too late.

Why didn't you ask the casino for a response at that point?

It seems that the casino group representative is also confused, so let me summarize the situation.

The last deposit made to this casino was on June 27.

In addition, the withdrawal request was submitted on June 30.

If the casino had formally requested the deposit history as part of KYC at that point, it would have been possible to submit it.

However, the casino did not request the history until more than a month after the withdrawal was denied and a complaint was filed.  

I had never received such a request via email from the casino before.  

Naturally, the timing was too late, and the history had already been deleted, making it impossible to export the data.

Since the cause was the casino's delayed response, the responsibility should lie with the casino.  

Is that not correct?

First, ask why the casino did not request the history for over a month.

Even this complaint would normally be closed if there was no response within two weeks.

This casino has been ignoring responses for over a month, even before the complaint was submitted.

『If the casino provides a proper response, Bybit will conduct a special investigation into the history』

I requested Bybit to prepare three months' worth of deposit and withdrawal history.

I forwarded it via email.

Thank you for your responses. Could you please confirm if you have also sent the CSV file with your transactions to the casino?

Please note that the history you provided starts on 28 May, but according to your records, your oldest deposit to the casino was made on 17 May.

I did not send it to the casino. Please check with the casino directly.

Any older history is no longer available as my account retention period is only three months.

I'll say it again: this issue arose because the casino did not request it promptly.

I am not responsible.

Why has the casino been silent for nearly a month?

They haven't responded to Bybit's questions or my questions.

Why are you helping the casino stall for time?

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Let me summarize the situation.

From the very beginning, both myself and Bybit have consistently asked, "Why didn't the casino request transaction history immediately after the withdrawal request was made?"

The withdrawal request was made on June 30th.

Yet the casino did not request transaction history via email immediately afterward. Instead, it continued to refuse the withdrawal and only requested the history after a complaint was filed.

This is highly unnatural.

Bybit's transaction history includes dealings with other companies, so it cannot be issued without a legitimate reason.

That's why we've been persistently asking for the reason, but the casino refuses to provide an answer.

Hello andandjonnyx, nice to meet you!

My name is Matej and before posting this message, I have thoroughly read through the whole complaint thread. I have checked every file uploaded as evidence, and unfortunately I came bearing bad news.

From the very beginning, both myself and Bybit have consistently asked, "Why didn't the casino request transaction history immediately after the withdrawal request was made?" The withdrawal request was made on June 30th. Yet the casino did not request transaction history via email immediately afterward. Instead, it continued to refuse the withdrawal and only requested the history after a complaint was filed. This is highly unnatural.

This is taken directly from the casino's KYC page and it is a part of their terms you have agreed to upon signing up with the account:

"The Company reserves the right, at any time, to ask for any KYC documentation it deems necessary to determine the identity and location of a user in paramigo.bet. We reserve the right to restrict the service, payment, or withdrawal until identity is sufficiently determined, or for any other reason in our sole discretion based on the legal framework."

Later on the page states three types of KYC verification that the casino does, depending on the case. It is quite possible after several denied withdrawals and after you have opened the complaint here, they changed the type of verification for a higher tier and that one possibly requires more information to be provided. Sometimes players trip checks by their activity, another time it is a random check or an order comes from some authority.

At any rate, casino has the right to request personal details, proof of address, source of wealth and ownership of the depositing methods at any point in time. This is nothing out of ordinary or unheard of.

Bybit's transaction history includes dealings with other companies, so it cannot be issued without a legitimate reason. That's why we've been persistently asking for the reason, but the casino refuses to provide an answer.

I am unsure of this statement. The casino is requesting your personal transaction history, not of Bybit's commercial one. However, with the above being said, now I would like to bring the attention to the main reason why this issue arose in the first place:

>Exporting is only possible if the history has not been deleted.

>This user has set their account to regularly delete history, so old history cannot be exported.

Now if anything, this is highly unnatural. So far, I have never seen anyone purposefully deleting their own transaction history. Especially in gambling community, where proof of wealth and proof of payment method ownership is a common request from casinos for passing the KYC and AML checks. This is also a reason why you are unable to verify yourself and have the funds released by the casino. Because of this, the dispute above has come to an impasse - you are unable to provide the proof of deposit, therefore the casino is unable to finish the KYC/AML verification process and release the funds. Casino is unable to skip this step as the verification process is given by the government body and/or legal authorities and must be adhered to by the letter. You are unable to provide the required payment method statement because you have deleted the history, and it seems the payment provider is also unwilling (or unable) to cooperate.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. To avoid this problem in the future, I would strongly recommend changing the account settings to not deleting the payment history, or changing the payment provider altogether.

We’ve reopened this complaint at the request of andandjonnyx. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player has been able to obtain the deposit & withdrawal history. Please, let me know once every document requested by the casino to pass the KYC verification process has been provided to the casino.

I have already submitted the form, but the casino has continued to ignore my emails and live chat, as well as contact from the Financial Services Agency.

Thank you for the confirmation. We'll try to reach the ParamigoBet Casino and I will post an update in this thread, if I hear back from them. Please, let me know if by chance you get a reply before me. Thank 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.

As expected, the casino has already fled, and the claim that KYC was required was a lie to buy time.

The cryptocurrency wallet, the Financial Services Agency, and the police knew this, which is why they instructed casino representatives to be called.

However, it is very unfortunate that Casino Guru continued to ignore these instructions, and ultimately contributed to the casino's escape.

Dear andandjonnyx, first I would like to remind you it was not Casino Guru who was unable to provide requested documentation to pass KYC for over several weeks.

Secondly, casino did not "fly" anywhere. They are still operating, still licensed by Anjouan and the police and gambling authorities surely have more options to contact the operator than us, if deemed necessary. Casino Guru is not a law enforcement agency, therefore if the representative stops responding, we have no legal leverage. Although I did ask our affiliation team to contact them and see if we can resume mediation. This is why I have added few days extra to the timer, in case they do not check their messages over the weekend.

Lastly, if you consider our free service inadequate, I would like to point out there are several others respected mediators that may be able to offer you service more to your liking.

Yes, police and gambling authorities are trying to contact the casino but are having no luck.

They said that the operators had already fled and the site was likely abandoned.

They say that the KYC request itself was a lie used to buy time, and that they had received instructions from the police and gambling authorities, who were suspicious of it, so they had to prioritize those first.

You claim the casino isn't on the run, but if so, why haven't even the police or gambling authorities been able to contact this casino for over a month?

Why isn't it just me, but all players, unable to contact support and unable to withdraw their money?

The existence of a casino site or the fact that it has previously obtained a license is not a reason why the operators have not run away in the middle of the night.

There are already a ton of casino sites out there that completely ignore users and only allow deposits, as well as licenses that will grant you a license if you pay money and unconditionally support casinos.

https://jp.casino.guru/bitzamo-casino-review#tab=js-tab-detail-homepage

For example, this casino also has an Anjouan license, and although the website itself exists, only deposits are possible and not all users are able to withdraw.

The license also continues to ignore complaints from all users.

In particular, you, who review various licenses, should know better than I do that the Anjouan license is a meaningless license.

One of the jobs of this site is to scrutinize and review these sites.

One of the jobs of this site is to scrutinize and review these sites.

We do review the sites but it is humanly impossible to create accounts, gamble and try to withdraw in all of them, as that would require insane amount of money, testers and time. Especially since new casinos are opened daily. We can't keep an eye on every single casino. We can only provide as much information as we can, but it is ultimately up to the players to decide which casino is safe to play in.

Since you are a professional, already know about the value of the Anjouan license and seen this casino has a rating below 8 points, you can't blame Casino Guru for losing money. Especially knowing about the alleged investigations by the police and gambling authorities. We are here to inform and provide as much information as possible, but we are not omnipotent and blaming us for your decisions will not change anything.

And I would like to also point to the fact you yourself was the reason why this complaint ended up as rejected in the first place - inability to provide proof of payment for the previous deposits. As a professional, you know that the casino can request proof of deposit from more than three months ago. I am also sure you know every legal payment provider is bound by law to store the payment records for at least 5 years (depending on the jurisdiction), so you had the chance to provide them while the casino was still communicating.

Lastly, if you have any evidence or proof of your statements about casino being abandoned or under investigation, please provide them and I will ensure our review will reflect this information ASAP.

You say "all legitimate payment service providers" but don't you know that laws vary from country to country?

At least in the countries I know of, there is no law that says five years.

What country's law are you talking about?

Furthermore, the information that must be stored for five years varies depending on the country and service.

Generally, payment records are not considered to be as important as personal information, and are not required to be stored for such a long period as five years.

The complaints led to investigations by police and gambling authorities, as the casino behaved strangely in response to the complaints.

This cannot be known in advance.

Police investigations were launched and we had to ask the casino for their reasons before we could submit KYC documents.

The documents were blocked by the police.

You were also sent a message by email from the authorities about this, but you ignored it.

I am not a volunteer, and I cannot easily provide information about the police or gambling authorities.

I do have a message from an investigative agency complaining about you.

I'm not sure whether I should submit it to you or your manager or representative.

At least in the countries I know of, there is no law that says five years.

UK has 5 years by law, Austria 7 years by law, but after further digging you were right. Minimum is 3 years (depending on country 3 - 7 years) not 5, I apologise.

You were also sent a message by email from the authorities about this, but you ignored it.

Do you know what e-mail address was this message sent to so we can check? I doubt any official message like this would be ignored.

Anyway, you seems to know quite a lot about police and authorities' investigations and what are they doing, so it starts to feel like we are moving towards the area of tall tales and that is something I am not interested in. If you have evidence and facts, feel free to send them to matej.l@casino.guru and I will ensure we get to the bottom of things. However, after this conversation I am becoming quite sceptical and will refrain form further discussion of anything that is not supported by evidence.

How many countries do you think there are in the world?

The UK and Australia aren't the only ones.

In fact, there are countries where laws regarding the handling of transaction history and the like are almost nonexistent.

I believe I sent a message from the person in charge around September 8th.

I'm tired of this too.

I've repeatedly asked the casino to clarify why they requested the history at such an unnatural time, at the request of local authorities, in this complaint thread.

But you seem to believe that the laws of the country you live in take precedence over the laws of other countries.

I am also somewhat involved in the investigation into this casino, so I will send you any evidence I can provide.

bye

Alright, please let me know what country allows payment data deletion after 3 months. Everything I have checked is between 3 - 7 years. I think there was one country that allows for 1 year that I have seen. Also if your payment provider deleted the data after 3 months, how is it that suddenly you were able to have them? Are those payments forged? Or the PM provider has to store them for longer than 3 months by the law and all the wait was done deliberately to stall the investigation? You choose.

I will ask my colleagues handling the main inbox to check for any messages mentioning ParamigoBet. If it was sent at all, since you can't tell me neither names, e-mails used or agency name. And as I mentioned before, I am not interested in tall tales.

This is a fruitless exchange, as the definition of "transaction history" varies from country to country.

It is generally accepted that a certain degree of discretion is permitted when it comes to determining "what information should be kept."

To prevent server overload, the data was temporarily made inaccessible from users' accounts, but it has been archived to a certain extent and can be obtained by requesting it from bybit.

However, in this case, the casino was behaving suspiciously, so a security check was carried out as a condition for providing the necessary documents.

If the story goes that they were intentionally waiting because the casino was acting suspiciously, then yes.

It makes sense to be cautious, as payment providers can also be held responsible if they submit their history to a casino behaving suspiciously and it is misused.

However, this time, in order to prioritize my interests as a customer, I prepared the documents without waiting for the casino's response.

And that's it.

There should have been more details about this in the message I sent you on September 8th.

Furthermore, since around September, it has been impossible to contact this casino via live chat or email.

As you can see from Facebook and Instagram, there had been daily posts up until then, but since mid-September there have been no further posts at all.

https://paramigo.bet/en/news

As you can see from the frequency of posts up until then, the casino news section had been updated quite frequently, but there have been no posts since August 25th.

Based on the above, investigative authorities have deduced that the casino began preparing to flee in August and withdrew by mid-September.

As a result, they suspected that the unusual timing of the request for documents was an attempt to buy time.

In any case, I have decided that it is no longer possible to withdraw money from this casino, so I will end this pointless dispute.

https://jp.casino.guru/complaints/paramigobet-casino-%e3%83%95%e3%82%9a%e3%83%ac%e3%82%a4%e3%83%a4%e3%83%bc%e3%81%ae%e5%87%ba%e9%87%91%e3%83%aa%e3%82%af%e3%82%a8%e3%82%b9%e3%83%88%e3%81%8b%e3%82%99%e9%81%85%e3%82%8c%e3%81%a6%e3%81%84%e3%81%be%e3%81%99%e3%80%82

As similar complaints have already been made, we will likely see several more complaints from users who are unable to withdraw their funds.

While this is entirely the user's own fault, it's important to remember that it was none other than Casino Guru who failed to spot the suspicious signs of this casino and gave it a high rating of 7.7.

Goodbye.

Based on your evasive answer, I guess I was correct. Every payment provider has to store the data by the law for longer than just 3 months. By not providing them, the whole process has been delayed and now likely impossible to solve.

Also, before you said it was an authority sending the message on 8th September, now you say it was you who sent this message. I have asked my colleague to check the data inbox where all the general inquiries are being sent, and we have not received any message regarding ParamigoBet. Reading further through your previous message, I have a feeling this "investigative authority" is actually yourself digging through social media accounts, nothing more.

However, I have messaged the affiliate group managing ParamigoBet to see if we can get an answer regarding the casino status, as I don't want to dismiss your findings, despite the attitude and projections being thrown at me and Casino Guru. I will now cease this conversation until some evidence or official response from the affiliation group is provided.

In any case, I have decided that it is no longer possible to withdraw money from this casino, so I will end this pointless dispute.

Since the player has decided to no longer continue the dispute with the casino, I will now close this complaint as rejected.