Parimatch Casino IN - Player's deposit has not been credited.

Dear nuzhatperween706,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

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Subject: Assistance Required Regarding Disputed TransactionDear Veronika,I hope this message finds you well.I have contacted my bank, the payment provider, regarding a transaction of INR 500. They confirmed via a phone call that the amount was successfully transferred to the merchant, as evidenced by my bank account statement and UPI transaction slip. However, when I reached out to the merchant, Parimatch, they claimed the transaction was not successful, despite my sharing the bank statement and UPI transaction slip, both of which clearly show the transaction was completed.Could you please assist me in resolving this issue? Let me know if you need any additional details or documentation.Thank you for your support.

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Check your email I already sent it

Thank you for your email. In the screenshot of your transaction history in your casino profile from 10 September, I can see two failed deposits of 500 INR. Are both of these transactions visible in your bank statement?

No only second one

Sorry my mistake I apologise first one not second one in parimatch transaction history screenshot I am taking about first one not second one

Dear Veronika

I am attaching the screenshot once again of parimatch email support team I contacted them more than 200 emails and live chats they are just repeatedly saying same things like a bot that our billing team is working since 15 days they are just harassing me by repeating same things again and again whatever they asked I sent them bank statement, deposit slip, transaction id everything still just frustrating me badly

Now please contact from your side to parimatch please I beg you

They are repeating same things again and again but not give resolution

Thank you very much, NUZHAT31, for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@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 NUZHAT31,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Parimatch Casino IN,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

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.

If casino is not responding such a big platform just imagine what they are doing with their client or customer hope strict action will taken

Dear Nuzhat and Attila

We have carefully reviewed the details of this case. Based on the information available in our records, the client successfully topped up their account using an alternative payment method.

Accordingly, the issue has been fully resolved, and no further action is required at this time.

Should any additional information or clarification be needed, please do not hesitate to contact us. We remain available to provide any necessary support.

Best regards,

Parimatch team

First, I don't think you carefully reviewed my case. If you had, you wouldn't have said this lie to Casino Guru, because what you attached in this screenshot is not clear. It’s not evident whether this screenshot relates to me or someone else. Even when I tried to read it, it mentions a date of 01 September 2025, and I haven't made any deposit on this date. I am attaching your own app's payment history from the withdrawal and deposit section, where you can clearly see this.Second, I have to say that your own live chat department and email support stated that my complaint is still being worked on by the billing department under complaint number 35401452. So, either you are lying and attached a fake screenshot that is surely not related to me, or your billing team, email department, support department, and live chat department are lying. I won't attach any screenshot like that. I will clearly attach everything so that Casino Guru can see how fraudulent you are.

Where is the deposit dated 01 September 2025 that is attached? My deposit is related to 10 September 2025 show this is your parimatch transaction history screenshot

If my case is resolved, then why is your email team saying we are working under complain number 35401452? I have unlimited replies from your email over the last 30 days. I am attaching screenshots few of them.

That's why your rating is bad on the Casino Guru platform and social media, where every customer is saying you are engaging in fraudulent activities by not crediting their deposit amount even after it is deducted from their bank account. You are doing this to me as well, although I am your very old customer, having used Parimatch for more than 3 years

This screenshot is related to the Parimatch website, where it clearly mentions the date 10/09/2025 for my deposit amount, which was deducted from my bank account but not credited to either my bank account or my Parimatch wallet.

Dear Casino Guru respected representative,This is today's response from the email team of Parimatch support, where they clearly state that my deposit issr is still being processed by their billing department. However, on Casino Guru, the Parimatch representative is saying something very different, claiming my issue is resolved. These representatives contradict each other, and the fact is that the responses from the Parimatch representative on Casino Guru are totally fake and pathetic

Dear Parimatch Casino IN,

We would like to kindly ask you to provide clarification regarding this issue.

Thank you in advance for your cooperation.

Best regards,

Attila G.

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 Nuzhat

We can't identify you by email. Please provide your ID!

Thank you very much and we'll be happy to assist you.

Parimatch team!

Dear NUZHAT31, I would like to ask you to send sensitive information required for verification directly to the casino.

Thank you for your understanding,

Attila G.

Here is my KYC confirmation, proving they have all my private information. However, they are useless, cheating me, and misleading Casino Guru by claiming they don’t have my information. If they don’t have my details, how could they have registered my complaint? They are trying to fool us

Dear Parimatch Casino,

Since the player has already provided his account ID, we would like to ask you for an explanation regarding this complaint.

Best regards,

Attila G.

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 NUZHAT31, I have tried to contact the casino 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 Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (attila.g@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Attila G.

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

Dear NUZHAT31, we have received the following message from the casino:

Thank you for your continued support.

After checking with our payment provider, they have confirmed that the deposit was not received on their end. To help us resolve this as quickly as possible, please share a bank account statement showing the transaction details for verification.

We appreciate your cooperation and understanding.

Best regards,

Parimatch Support Team

Below is attachment of UPI transaction slip

Dear Parimatch Casino, could you please confirm whether the documents submitted by the player are sufficient for verification?

Thank you in advance for your response.

Best regards,

Attila G.

Dear NUZHAT31, I have tried to contact the casino 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 Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (attila.g@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Attila G.