Parimatch.com Casino - Player claims that payment has been delayed.

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Dear rab_nawaz_noor,

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 rab_nawaz_noor,

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.

Thanks Karla, for following up.

I want to clarify that this is not a withdrawal delay issue. The casino is completely refusing to settle my winning bet from June 17, 2026. They are keeping the bet open and claiming that their internal investigation is ongoing. Support explicitly cited a suspected match-fixing investigation, stating payouts are suspended indefinitely and may remain void for 1095 days.

I have already deposited around 134,000 PKR on this platform and suffered huge losses. The casino instantly processed and accepted all of my losing bets within seconds without any checks or investigations. However, the moment I won this bet, they flagged it and froze my money. It is completely unfair that they only trigger investigations when a player wins, but never when they are losing their deposits.

My account is fully verified, and there are no KYC issues. They are simply holding my 49,250 PKR winning amount under the excuse of an indefinite investigation. I am attaching the screenshot of my open bet reference.

Since the 14-day waiting period is over and the casino refuses to clear my bet, I kindly request Casino Guru to step in and start a formal investigation.

Dear rab_nawaz_noor, 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

hank you for your response.

Here are the answers to your questions to clarify the entire situation:

Have you made any successful withdrawals before?

Yes, I have made three successful withdrawals totaling around 85,000 PKR. I am attaching a screenshot of my payment history which shows my transaction logs, including a successful withdrawal of 22,940 PKR completed on June 27.

Could you please confirm that you have passed the KYC verification?

Yes, my account is fully verified. I am attaching a screenshot showing the official email from Parimatch support confirming that my account verification was successfully completed.

Did you accumulate your winnings with or without an active bonus?

Without any active bonus. When I made my very first deposit, I automatically received a casino bonus. However, because I wanted to place sports bets using my own real money, I immediately contacted their support team and had them completely remove and cancel that casino bonus before placing any wagers. I played strictly with my own deposited cash.

Did you play casino games or bet on sports

I bet on sports. This dispute is entirely about a live cricket bet placed on a real match (Punjab T10 league between Firozpur Falcons and Moga Mongoose on June 17, 2026), not casino games.

Could you please share your communication with the casino regarding the delayed withdrawal?

I have been asking for updates almost daily and have a long email chain with them. I am forwarding the entire conversation thread directly to your email at karla.m@casino.guru right now so you can see everything.

I have also attached the most important screenshots here to show you how they changed their words:

An email from June 19 where support initially claimed the delay was just a standard result confirmation delay.

An email from June 21 where support suddenly changed their story, stating the bet was held under suspected match-fixing and warning that payouts could be suspended for up to 1095 days.

My account is fully verified and I have used this platform in good faith. It is completely unfair that the casino accepts all of my heavy losses instantly within seconds, but freezes my balance the exact moment a sports bet wins.

Thank you very much for your help and for starting a formal investigation into this.

Dear rab_nawaz_noor,

Thank you for your detailed reply and for providing the requested information.

Before we proceed any further, I would like to clarify one important point.

Could you please confirm whether your complaint is about a delayed withdrawal, or whether the main issue is the unsettled sports bet and the casino's refusal to settle your winnings?

From the information you have provided, it appears that your dispute is related to a sports betting event rather than a withdrawal itself.

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department handling sports betting disputes.

I look forward to your clarification so we can determine whether this complaint falls within the scope of our Complaint Resolution Center.

Thank you,

Karla