Parimatch Casino IN - Player believes that their withdrawal has been delayed.

Dear Casino Guru Team,

I would like to file a formal complaint against Parimatch regarding an unfair withdrawal rejection and the unacceptable handling of my account verification and support requests.

On 25 May 2026, I submitted a withdrawal request of INR 10,000 through bank transfer. Within minutes, the withdrawal was marked as "Declined" with the vague reason: "Please contact Support." No proper explanation, evidence, or detailed reason was provided for rejecting my withdrawal.

What makes this situation even more frustrating is that:

My account has already been under review/verification for several days.

I have submitted all requested documents honestly and promptly.

Support continues sending repetitive automated responses without resolving the issue.

My funds are being held without clear justification.

I am unable to freely access and use my own money.

This behavior raises serious concerns regarding transparency and fair treatment of customers. A legitimate betting platform should not indefinitely delay withdrawals or reject transactions without giving a proper explanation.

I request Casino Guru to investigate this matter and assist in obtaining:

A clear explanation for the withdrawal rejection.

Immediate processing of my INR 10,000 withdrawal.

A proper resolution to the ongoing account verification delays.

Assurance that my account and funds are being handled fairly and professionally.

I have attached screenshots of the rejected withdrawal transaction as supporting evidence

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Qwerty10,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Qwerty10,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Karla,

Thank you for your follow-up.

Unfortunately, the issue remains unresolved and I have still not received my withdrawal.

More than 14 days have now passed since the withdrawal request was submitted. During this period, the casino has repeatedly stated that they are following up with the payment provider, yet no funds have been received, no proof of payment has been provided, and no specific timeframe for resolution has been given.

What is particularly concerning is the lack of meaningful communication. My emails have largely gone unanswered, and I have received only generic responses requesting further patience while the delay continues indefinitely.

At this point, I believe I have waited a reasonable amount of time and fully cooperated with all requests. I would therefore appreciate Casino Guru’s intervention and assistance in obtaining a clear explanation from the casino regarding:

• The current status of my withdrawal.

• Evidence that the payment has actually been processed, if applicable.

• The exact reason for the continued delay.

• A firm deadline for when my funds will be received.

THEY ARE BLAMING THE PAYMENT PROVIDER EVEN FUNDS ARE THERE IN MY ACCOUNT. THEY REJECTED MY WITHDRAWAL AND NOW THEY SAID THEY ARE FOLLOWING UP WITH PAYMENT PROVIDER BUT THE FUNDS ARE IN MY ACCOUNT STILL.



I look forward to your assistance in helping bring this matter to a resolution.

Dear Qwerty10,

Thank you for the update.

To help us better understand the current situation, could you please provide screenshots of the withdrawal status shown in your casino account, as well as any relevant communication you have had with the casino regarding this issue?

In particular, any emails, chat transcripts, or screenshots where the casino mentions the payment provider, the rejected withdrawal, or the ongoing review would be very helpful.

You may upload the evidence directly here in the complaint thread or send it to my email address at karla.m@casino.guru.

Thank you very much in advance for your cooperation.

Karla

Thank you for your response.

I have attached screenshots of:

The withdrawal status in my Parimatch account.

My communication with Parimatch support.

Emails confirming that my case has allegedly been escalated to their "experts".

Messages where Parimatch states they are following up with the payment provider.

Despite repeated assurances, I have still not received any meaningful update, resolution, or evidence that any actual investigation is taking place.

Greetings,

Kindly provide us with your Betting ID so we can review your account and assist you further.

We look forward to your response.

Greetings,

We would like to inform you that the documents you submitted for the additional verification process have been forwarded to our specialists for review.

Our team is currently working on your case. As soon as we receive a response or any updates, we will inform you accordingly.

Thank you for your patience and cooperation.

Subject: URGENT: Escalation of Deliberate Delay and Account Freeze

To the Parimatch Management and Compliance Team,

I am writing to formally lodge a severe grievance regarding the intentional negligence and ongoing withholding of my account and funds.

You requested my bank statement, which I submitted promptly and without delay on 13th July. Despite your stated company timeframe of 24 hours, it has now been 22 days with absolutely zero resolution. For the past 8 days, you have failed to provide a single meaningful update.

Let’s look at the facts of your contradictory and misleading statements:

• The "Increased Experts" Claim: I was explicitly told that your team size increased to process requests faster. This is clearly false, as there has been zero change or improvement in your operations.

• The "Priority Case" Lie: Your support team claims my case is on "priority." If it were genuinely prioritized, reviewing a single bank statement would not take 22 days.

This is no longer a standard verification delay; this is the deliberate and hostile withholding of my funds. Your support scripts and empty promises are a blatant attempt to stall and avoid unblocking my account.

My Demand:

I demand that my submitted documents be reviewed, my account unblocked, and my funds released within the next 24 hours.

If this matter is not resolved immediately, I will escalate this breach of service to the relevant gaming authorities, regulatory bodies, and public consumer forums to report your fraudulent operational practices.

Review my documents and open my account immediately.

Greetings,

We have reviewed the statement you previously provided and noticed that the deposit made on 24/05/2026 for 1,000 INR is not reflected in the document.

To proceed with the investigation, kindly provide a bank statement or other official document confirming this deposit to your gaming account.

We look forward to receiving the requested information.

I have already explained this multiple times. The deposit of 1,000 INR made on 24/05/2026 was processed through an iCash One voucher, not through my bank account. Therefore, it cannot appear on any bank statement because no funds were transferred from my bank.

An iCash One voucher is a separate payment method with its own funding mechanism and is not necessarily linked to a bank transaction in the customer’s account. I have already provided evidence of this voucher deposit previously.

Requesting a bank statement for a transaction that was never processed through my bank is unreasonable and does not help resolve this case. Please review the evidence already submitted and proceed with the investigation based on the actual payment method used for this deposit instead of repeatedly requesting documents that cannot exist for this transaction.

This matter has already been delayed for several weeks. I ask that Parimatch stop prolonging the verification process and provide a final resolution without further unnecessary delays.

Dear Parimatch Team and Casino Guru,

As requested, I am providing proof of the 1,000 INR deposit made on 24/05/2026.

Please note that this transaction was processed via an iCash.one voucher/wallet, which is why it does not appear on a traditional bank statement. I have attached the official transaction receipts from my iCash.one account showing that the payment was completed successfully.

Transaction Details:

 Payment Method: iCash.one

 Date & Time: 24/05/2026 at 23:21

 Amount: 1,000.00 INR

 Reference ID: 122965905

 Status: Completed

I have uploaded the screenshots of these transaction details. Please use the Reference ID provided above to locate 

Dear Parimatch Support Team,

As requested, I am providing the detailed transaction record received directly from iCash One regarding the payment in question.

The attached document from iCash One confirms the transaction details and should be sufficient to verify the source of funds. I kindly request that your team review this evidence promptly and complete the verification process without any further unnecessary delays.

This matter has already been pending for an excessive amount of time, despite my full cooperation and timely submission of all requested documents. Please confirm receipt of the attached document and provide an update on the completion of the verification process.

Hello Qwerty10,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Greetings,

To look into your transaction further, please provide us with your official iCash Account Statement or detailed Transaction History from the deposit date until the current date.

Please ensure the document is in PDF format (or clear screenshots) and visibly shows your account holder name, the transaction amount, and the transaction reference number.

Dear Parimatch Team,

I have already provided the transaction details you requested for verification, including information relating to the ₹1,000 deposit that was made through an iCash.One voucher.

The transaction ID I provided matches the transaction ID recorded in my Parimatch account for the deposit in question, which clearly confirms the source of the funds and the transaction being reviewed.

As I have informed you, obtaining an official account statement from iCash.One is not within my control. I contacted iCash.One directly, and they confirmed that they do not issue account or transaction statements. Therefore, it is impossible for me to provide a document that the payment provider itself does not offer.

I have fully cooperated with your investigation and submitted all available evidence regarding the transaction. Continuing to request an iCash.One statement will not help resolve this issue, as such a document simply does not exist. Requesting documents that cannot be obtained only serves to further delay a verification process that has already exceeded your standard timeframe by a significant margin.

Please review the transaction details and supporting evidence already provided and proceed with the verification process without further delay. I expect a clear update and resolution rather than repeated requests for documents that are unavailable from the payment provider.

I contacted iCash.One regarding your request for an official account statement or detailed transaction history. iCash.One has confirmed that they do not issue account statements or transaction history statements and are therefore unable to provide the document you are requesting.

Since the payment provider does not offer such documents, it is impossible for me to provide them. I have fully cooperated throughout this verification process and have already submitted all available evidence, including screenshots and transaction details related to the deposit.

Please review the information already provided and complete the verification process without further delay. Requesting documents that the payment provider itself confirms do not exist is unreasonable and prevents me from complying with your request despite my willingness to do so.

Greetings,

We have reviewed the documents you provided. However, the submitted iCash receipt is not sufficient for verification purposes, as it does not confirm that the funds were debited from the payment source used to fund the transaction.

If iCash does not provide account statements, we kindly ask you to provide a bank statement from the account, card, or payment method that was used to fund the iCash transaction. The statement must clearly show the relevant payment and confirm that the transaction was successfully debited.

Once we receive the requested document, we will be able to continue the investigation.

Dear Parimatch Support Team,

Thank you for the update. However, please note that I cannot provide an external bank statement for this transaction because no personal bank account or external payment method was used to fund it.

This deposit was funded entirely using a promotional bonus balance directly inside my iCash.one wallet account.

I have attached the official transaction receipts from my iCash app showing the two promotional credits of INR 529.58 each received on May 18, 2026, which were used to fund the 1000 INR game account transaction on May 24, 2026. The original documents were shared in the contact support please go through them

••"NO EXTERNAL PAYMENT METHOD OR BANK ACCOUNT USED TO FUND THIS TRANSACTION, PROMOTIONAL BONUS BALANCE IN THE VOUCHER WAS USED FOR DEPOSIT"

Since this was a bonus given directly by iCash.one, there is no underlying bank statement or external transaction history to provide. Please forward this to your relevant financial verification team to bypass the standard bank statement requirement for this specific case.

Dear Qwerty10, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Dear Qwerty10,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Greetings,

After a thorough review of your account, we have made the decision to discontinue providing our services to you.

In accordance with Clause 88 of our Terms and Conditions, the Company reserves the right to refuse service, restrict, or close an account where deemed necessary following an internal review.

Please note that, in line with our internal policies and procedures, we are unable to disclose the specific factors or findings that contributed to this decision. We can only refer to the applicable clause of the Terms and Conditions under which the action was taken.

As a result, your account has been permanently closed and will no longer be eligible to use our services.

Thank you for your understanding.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Karla

Casino.Guru