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