Parimatch Casino CA - Player's winnings have been confiscated.

Hello,

Pari match has claimed im using multiple accounts. They have 'wrote off' all of my winnings which is a sum of $7560.61 and only left my with my original deposit of $500. They have stated this is their final decision and refuse to pay what is owed . When i started winning , i was slowly limited on the amount i could wager until it reached a point of not being able to place a wager. As soon as i started the process of withdrawing is when the claims came forward and my funds disapeared. They had "wrote off" $3164.36 of my funds and the remainder of the $7560.61 had vanished with no paper trail. i was able to withdraw my $500 initial deposit at this time.

Dear kylelangille88, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated 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, 

Veronika

Hello,

No , it’s just me and me wife here and there’s no chance she would be using parimatch in any way.

I’ve used from multiple devices . Including phone and laptop . I’m not sure if that makes a difference .

I’ve completed the full certification process and been approved with all my documents sent.

the only bonus I completed was the $500 match bonus on my first and only deposit thru the sports book.

i track all my wagers I make . I have spread sheets with every bet made win or loss if needed. I signed into my pari match account recently and I’m able to access but all information has been wiped . Including previous bets , winnings , ect.

thanks

kyle

Thank you very much, kylelangille88, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you kylelangille88 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Parimatch Casino CA for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

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.

Dear kylelangille88,

I have tried to contact the Parimatch Casino CA repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

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

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.

Dear Casino Guru Specialists and kylelangille88,

As was mentioned in the issue, the reason for suspending an account was tries of multi-accounting that is prohibited on our site, which is clearly stated in our rules.

We cannot change our decision regarding kylelangille88's account, since it will violate our own regulations and will be not fair to other users of our platform.

Best regards,

Parimatch Casino CA Representative

Thank you for the update Parimatch Casino CA representative. Would it be possible to provide me with evidence of multiple accounts? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Dear kylelangille88, as the casino did not respond to our inquiries, I am forced to mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I am sorry we could not be of more help on this occasion.

Best regards,

Peter