Parimatch.com Casino - Player's deposit is delayed.

Dear Casino.guru team.

İ deposited 20 aznto my Parimatch account on 29.12. 2025 time 14:33.Acvording to their terms,deposits should be credited within 30 minutes,but 2 hours and 30 minutes have passed.The money is neither credited to my balance not returned.Support has not resolved the issue.İ request assistance to have the funds credited or refunded.Please help me.

Best Regards:Elchin G.

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Dear Elcin1964,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Veronika.Thank you for taking the time to review my case

On 29.12.2025 at 14:33,i activated an 85 freespins bonus on Parimatch Casino by depositing 20 man.From the Parimatch main page showing ,,Problems with deposits?Now it’s easy-try MaxPay!"İ clicked the yellow deposit button and was redirected to the payment portal,where i completed the payment via MaxPay (screenshot attached).İmmediately after that,the 20 man deposit appeardd in my Parimatch account history(screenshot attached),but the balance itself was not credited.According to Parimatch’s terms,the deposit should be credited within 30 minutes.When this did not happen,i contacted live chat and was told that the issue was being handled by the relevant department.After more than 2,5 hours,realizing there was a problem,i submitted a complaint.About 6 hours later,i was informed by Parimatch that the payment was allegedly sent to an "old/outdated account" and trerefore considerad lost(screenshot attached).This explanation is unclear and contradictory.Even now,when choosing Maxpay as a payment method on Parimatch,the system redirects to the same account.As a user,i cannot manually create or choose an " old" account.Moreover,if the payment was sent to an incorrect account,how did it appear instantly as a successful deposit in my Parimatch account history and still remains visible there?

Although the amount is not large,i do not accept being misled.Any internal ,technical,or procedural errors made by Parimatch or its payment provider cannot be transferred to the customer.İ therefore formally request Parimatch to take full responsibility for this issue and ensure that the funds are either credited my balance without further delay or fullu refunded,and that this case is reviewed in a fair and transparent manner.Thanks,Elchin Gahramanov

Dear Veronika.

Currently,the link provided does not allow me to upload documents.İ kindly ask you to enable document upload or advise me on how i can submit the supporting screenshots and evidence.

Thank you for the clarification. Please forward me the evidence you mentioned at veronika.f@casino.guru. Also, since the casino admitted that an outdated account was listed for depositing, have they explained what should happen to the money you sent to this account?

For example, did they mention whether the funds would be returned, manually credited to your casino account, or handled in some other way?

Thank you for your cooperation.

Hello Veronika.

İ have sent all the supporting screenshots and evidence to veronika.f@casino.guru as requested .

Parimatch casino did not explain what would happen to the money.They only stated that the payment was sent to an,,outdated account "and therefore considered ,,lost" ,without offering any refund,manual credit,or recovery solution.

Furthermore ,i have no way to create or select a payment account myself .The Maxpay account is generated and provided directly trough the Parimatch casino deposit page,so i could not choose no enter any ,,old" account manually.

This is exactly why i am asking for your assistance,as i believe the casino must take responsbility for this situation.Thank you.

Hello,İ am providing a formal escalation regarding my open case against Parimatch Casino.

Parimatch Casino explicitly asked me to give them more time instead of filinhg a complaint .İ agreed in good faith .However ,even after this additional time expired,the withdraval was still not processed and no paymant was made.

My verified account has a withdraval of 270,64 azn that has been in ,,processing" status since 07.01.2026.No additional verification or documents were requested ,and no valid reason for this delay was provided.

This is no longer a normal delay -it is an unjustified withholding of player funds.I therefore request Casino.Guru to treat this case as a serious violation and require Parimatch Casino to either release the funds immediately or provide a clear,documented explanation.

All chat correspondence confirming the delays and broken promises is saved and available.

I kindly ask Casino.Guru to take this into account and proceed with further investigation or escalation.Thank you

Thank you for your email and for the additional information.

• Could you please clarify if your deposit has already been credited to your account?
• Are you now experiencing another issue that is related to a withdrawal of your winnings, and not to your lost deposit?

Regarding the withdrawals, it's important to note 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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you. Thank you in advance for your patience and understanding.

Dear Veronika.

Understood. I will reply only within the existing active complaint.

1.)20azn deposit issue:The deposit was successfully paid from my side,but was never credited to my casino balance.later,the casino claimed it was sent to an,,outdated account ",even though this account was still shown as a valid deposit option at the time of payment.

2)270,64azn withdrawal issue: withdrawal is still unpaid.My account is fully verified, I have completed multiple successful withdrawals in the past.The Casino requested additional time , which I granted ,but the issue remains unresolved. I am sending you the withdrawal-related documents so you can see the unusually high number of cancellations and irregular processing attempts.Payment was not made.All correspondence and proofs are preserved.

King Regards:Elchin G.

Dear Veronika.

As previously advised,14 days have passed since the withdrawal request,and despite being marked as paid, the funds have still not been received on my card.Thank you.

Dear Elcin1964

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, Peter (peter.c@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

Hello Veronika.

Thank You for the update. I confirm that I am available to provide any additional information or documents if needed and will await further instructions from the Resolver.

Thanks

Hello there,

Thank you Elcin1964 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.com Casino for their help in resolving this complaint. We would like to know what the issue is with the deposit and what we can do to help the player receive their funds.

Thank you!

Dear Peter.

Thank you. I Confirm that the deposit has not been credited and the withdrawal has not been received, i am ready to provide any additional documents if required.

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 Peter.

I would like to draw your attention to a very important development and provide a clear clarification as an addition to this case.

On 26.01.2026,Parimatch Casino (hereinafter-PC)sent me,via live chat, a screenshot extracted from a video that I had previously provided to them.However this screenshot was deliberately cropped in a way that hides the transaction dates.In the image, amounts 120azn+150azn were presented as if they were payments made to me by the casino.

The actual facts,supported by documents, quite different:

1)My withdrawal was initiated on 07.01.2026 at 17:01.The amounts that PC claims as,,paid "(120azn and 150 azn)correspond to transactions dated 07.01.2026 at 14:37,which is 2 hours and 24 minutes before the withdrawal was even requested.

These transactions are simple transfers between my own personal bank cards and have no connection whatsoever to the casino.If PC’s explanation were true, would mean that the casino managed to compete a withdrawal before it was requested.At this point,one might assume that prolonged exposure to casino games has turned them into magicians capable of reversing time.

2)My confirmed withdrawal amount is 270,64azn ,yet the amount shown in PC’s screenshot is 270 azn. This raises a simple and logical question:if 120+150azn were truly casino payments,where did the missing 0,64azn go?

3)Screenshots dated 08.01.26 and 18.01.26 clearly show that the withdrawal status was still marked as,,in processing ". This directly contradicts PC’s claim that the withdrawal had already been completed earlier.

4)A further screenshot dated 20.012026 shows the withdrawal status as,,approved "This confirms that the withdrawal process progressed in the normal chronological order and could not possibly have been finalised on 07.01.2026,as PC attempts to suggest.Taken together, these facts demonstrate a clear inconsistentsy:the same withdrawal cannot be simultaneously,,already paid ",,in processing ",and later,,approved "-unless,once again,we are dealing with magical time travel rather then financial operations.

For your convenience and objective assessment,I am attached the following documents:

1)The cropped screenshot sent to me by PC via live chat;

2)The same screenshot with visible dates;

3)Withdrawal record dated 07.01.2026 at 17:01;

4)Bank statements confirming the 120azn and 150 azn transfers between my own cards;

5)Screenshots dated 08.01.26 and 18.01.26 showing withdrawal status,,In processing 5)Screenshot dated 20.01.2026 showing withdrawal status,,approved "

Frankly, it is surprising to see a company of PC’s scale resort to such contradictory and misleading representations over a relatively small amounts,instead of resolving the matter transparently.

I am providing this clarification to ensure that the situation can be assessed fully,accurately and objectively.

King Regards,Elchin Gahramanov.

Hello Peter.

There are less than 3 hours remaining from the deadline set by you for the Parimatch Casino , it is now clear that the casino will not provide a response.

The Casino claimed that the payment was completed yesterday at 15:55.However,more than 12 hours have passed since their last message claiming the payment was made, the funds have still not been credited to my bank card.At the same time, Parimatch Casino continues operating and allowing gameplay as usual.

Based on the current situation,I kindly ask you not to mark this complaint as unresolved, instead to apply further escalation. I also believe it would be appropriate to inform the licensing authority about this matter as well.

In my opinion, Parimatch Casino is deliberately avoiding responding, they understand that one false statement inevitably leads to another.

Additionally,I am sending yesterdays full chat correspondence with the Casino to your email address for reference.

King Regards:Elchin G***

I have tried to contact Parimatch.com Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their 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 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 that you contact the Curaçao 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 contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

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

Best regards,

Peter