Parimatch Casino IN - Player's deposit is missing.

I am submitting this complaint regarding a missing deposit.

On [15 oct 2025], I made a deposit of ₹1000 via the QR code provided directly on the casino’s official website. The amount was successfully debited from my bank account. I have attached the bank statement and transaction details(528867616829) as proof.

Additionally, NPCI has confirmed that the transaction was successfully credited to the merchant. This clearly shows that the funds reached the merchant’s account. However, the casino has not credited the amount to my gaming account and keeps redirecting me to contact my bank, even though the bank has confirmed the transaction was successful.

Since the QR code was provided on the casino website, I believe the responsibility lies with the casino or its payment provider to trace and credit the funds.

I respectfully request Casino Guru to investigate this matter and assist in resolving this issue as soon as possible.

Thank you.

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Dear nrshp,

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

Dear Veronika,

Player id is 155639593

Thank you for keeping my complaint open.

I would like to clarify that my bank and NPCI have already confirmed that the transaction was successfully processed and the funds were credited to the merchant’s account. Therefore, the issue is not on the bank’s side.

I kindly request the casino to investigate the matter internally with their payment provider and provide proof of non-receipt if they claim otherwise.

Thank you for your assistance.

Greetings,

Regarding the deposit of ₹1,000 made on 15 October 2025, we have carefully reviewed our records and also received confirmation from our Payment Department. Based on these checks, we can confirm that the funds have not been received on our end.

Therefore, we kindly recommend that you contact your bank or payment provider to verify the transaction status and request further clarification regarding the funds.

Thank you for your understanding.

Best regards,

Parimatch team

Dear Veronika,

Thank you for your response.

However, I would like to clarify that both my bank and NPCI have confirmed that the transaction was successfully processed and the funds were credited to the merchant’s account.

The payment was made through the QR code provided on the Parimatch website, which means the payment was directed to their official payment provider.

Since the funds were already transferred to the merchant side, I kindly request the casino to investigate this matter with their payment provider and verify the transaction again.

If the casino claims that the payment was not received, I respectfully ask them to provide proof from their payment provider confirming that this specific transaction was not credited to them.

Thank you for your assistance and I will also continue to follow up with my bank regarding this matter.

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.

Dear Veronika,

Thank you for your message.

I would like to clarify that the deposit was made using a wallet payment method, not directly from my bank account. Therefore, I am attaching the wallet transaction receipt showing the successful debit of ₹1000.

Please find attached:

• Wallet transaction receipt

• UPI transaction details (UTR)

• Screenshot of my casino transaction history

• Communication with Parimatch support

• Confirmation from my bank/NPCI regarding the successful transaction

Kindly review the documents and help investigate the matter further.

Thank you for your assistance.

Sincerely

Naresh

Dear nrshp

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Jana,

Thank you for handling my case.

I would like to emphasize that my deposit of ₹1000 made on 15 October was successfully completed from my bank account. The transaction status clearly shows that the payment was processed and the funds were transferred.

If the transaction has been completed from my side, then the money must already be in the casino’s payment merchant account or with their payment service provider. Therefore, the casino’s statement that they have not received the payment is not acceptable without a proper investigation of their merchant account and payment gateway records.

At this point, the funds are neither credited to my gaming account nor refunded back to my original payment method. This situation is unfair to the player because the payment has already been deducted from my bank account.

I kindly request you to escalate this issue with the casino and request them to conduct a detailed check with their payment provider and merchant account. They should either credit the deposit to my account or process an immediate refund.

If this matter continues to remain unresolved despite clear proof of payment, I will be forced to escalate the issue further through relevant financial and consumer protection channels.

I appreciate your support and hope that this issue will be resolved fairly and as soon as possible.

Kind regards,

Naresh

Dear nrshp,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite Parimatch Casino IN representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

Dear Jana,

Thank you for your response and for taking over my case.

However, I would like to clarify that my issue is not related to a withdrawal delay. My complaint is regarding a deposit of ₹1000 made on 15 October which has not been credited to my account.

The payment was successfully completed from my side, and the amount has already been deducted from my bank account. This clearly indicates that the funds have reached the merchant account or payment provider associated with the casino.

At present, the casino has neither credited the deposit to my gaming account nor refunded the amount back to me. Therefore, I kindly request you to investigate this matter specifically as a "deposit not credited" issue instead of a withdrawal delay.

I request you to ask the casino and their payment provider to thoroughly check their merchant account and payment gateway records using my transaction details.

Please ensure that the amount is either credited to my account or refunded to my original payment method as soon as possible.

Thank you for your support.

Kind regards,

Naresh

Greetings,

To proceed with the investigation of your request, we kindly ask you to provide a bank statement in PDF format showing the relevant transaction(s). The document should clearly confirm that the funds were debited from your bank account.

Please ensure that the statement includes:

Your full name

Bank account details

The transaction date and amount

Once we receive this information, we will be able to review the matter further and assist you accordingly.

We appreciate your cooperation and look forward to your response.

Kind regards,

Parimatch team

Dear Casino Representative,

I would like to clarify that the payment was made via Amazon Pay wallet.

Please find attached the transaction proof from Amazon Pay showing that the payment of ₹1000 was successfully completed on 15 October 2025.

The transaction status is clearly marked as "Paid successfully," and both the Amazon reference ID and bank reference ID are provided.

This confirms that the funds have already been transferred to your merchant/payment account (Raj Kumar – UPI ID: 8862833120@ptyes).

Therefore, the claim that the payment has not been received is incorrect. I request you to thoroughly check your merchant account and payment gateway records using the provided reference IDs.

The amount is currently neither credited to my gaming account nor refunded back to me. Kindly resolve this issue immediately by either crediting the deposit or issuing a refund.

Looking forward to your prompt resolution.

"Payment was made via Amazon Pay wallet, so bank statement is not applicable."

I also attached merchants QR code where I transferred amount in within 3 minutes timeline.

Kind regards,

Naresh

Greetings,

We would like to inform you that your deposit of 1,000 INR made on 15th October 2025 has been successfully credited to your gaming account on 19th March 2026.

Kindly log in to your account and check your main balance to confirm the update.

If you have any further questions or require assistance, please do not hesitate to contact us.

Kind regards,

Parimatch team

Dear Jana,

Thank you very much for your support and assistance in resolving my case.

I really appreciate your time and effort in communicating with the casino and helping to reach a solution.

Thanks to your help, my issue has now been successfully resolved.

Kind regards,

Naresh

Dear nrshp,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru