Parimatch.com Casino - Player's winnings have been confiscated.

I deposited 1450 UAH and played using my own funds, increasing my balance to around 19,269 UAH.

I then entered the game Sugar Rush, where I intended to buy a bonus feature using my real balance. However, I was forced to complete 30 free spins before I could proceed.

After finishing the spins, a small bonus of around 65 UAH was automatically credited to my account. I did not actively accept or opt into any bonus terms and did not intend to use this bonus.

Immediately after that, I purchased a bonus feature for 16,000 UAH using my available balance, which was clearly composed almost entirely of my real funds.

This bonus game resulted in a win of 70,408 UAH.

However, the casino confiscated 51,485.5 UAH, claiming that the entire balance was considered bonus funds due to the presence of a small bonus.

I find this unfair because:

- the bonus was automatically applied without clear consent

- the bet amount (16,000 UAH) significantly exceeded the bonus amount (65 UAH)

- the casino refuses to provide a breakdown of real vs bonus funds used

I request a fair review and a proportional payout based on the real funds used in the bet.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Parimatch.com Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your player's account?
• Is the bonus history and deposit history available to you? Would you be able to share screenshots confirming the timeline of events?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Make sure to include the responses from the casino as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear lusshaj,

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.

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,
Tomas
Casino.Guru