Parik24 Casino - Pelaajan tili on suljettu ja voitot takavarikoitu.

Hello, they blocked my account, wrote off my winnings and accused me of forging screenshots, I can't use their services right now

Вітаю,заблокували мені аккаунт,списали виграш і звинуватили в підробці скріншотів,наразі не можу користуватись їх послугами

Dear yankapenchuk,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you didn't pass the verification?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I played slots, I won, I told them about it, they told me that I faked the screenshots even though I didn't do it, they told me I had to go through verification, I passed the verification but they denied me access to the game and didn't even explain the reason, the win was without a bonus, I asked them to refund my money but they refused

Грала на слотах, був виграш, я їм про це повідомила, мені сказали що я підробила скріншоти хоча я цього не робила, мені сказали треба пройти верифікацію, верифікацію я пройшла але доступ до гри мені заборонили і навіть не пояснили причину майже, виграш був без бонусу, я звернулась до них щоб мені повернули кошти але мені відмовили

Thank you very much for your reply, yankapenchuk. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

In addition to all this, I have been on the gambling addicts' register since August, when they informed me that they have a Curacao license and they have nothing to do with the local regulator, please help me get my money back

До того всього я знаходжусь в реєстрі лудоманів з серпня місяця, як вони повідомили що в них ліцензія курасао і до місцевого регулятора вони не мають діла,прошу допомогти повернути кошти

Will you help me get my winnings back?

Ви допоможете повернути мій виграш ?

I was accused of fraud.

Звинуватили мене в шахрайстві

Thank you very much, yankapenchuk, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you also for your cooperation.

Дякую вам також за співпрацю

Dear yankapenchuk,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Parik24 Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Thank you for your understanding and patience!

Best Regards,

Kubo

There have been no further updates, I will wait for an answer with you.

Більше ніяких оновлень не було,буду чекати відповіді разом з вами

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.

I will wait for the result.

Буду очікувати на результат

Dear Casino Guru and yankapenchuk,

The Player repeatedly submitted falsified screenshots of account top-ups, which appeared to show successful transactions that, in fact, did not occur.

As a result, a verification of the gaming account was requested for the specified client in accordance with Operator rule No. 84:

"The Betting Company reserves the right to verify the gaming account holder’s identity and suspend transactions and/or payouts for the gaming account at the time of verification."

As part of the account verification process, the Player was asked to provide confirmation of their deposits in the form of screenshots or bank card statements. The Player submitted edited payment information, which constitutes a violation of the fair play policy.

Following the verification, the Operator made the decision to no longer accept bets from the Player in accordance with Operator rule No. 36

"The Betting Company reserves the right refuse to accept bets from any person"

No write-off were made by the Operator. There were no remaining funds on the gaming account. The Player independently used the available balance during gameplay.

If the Player has any evidence of the claimed winnings\write-offs made by the Operator\communication with customer support indicating any write-offs — the Player are welcome to provide it in this conversation.

However, as the Player has previously submitted falsified screenshots to our support team, any materials sent will be subject to thorough verification for authenticity by both our team and the Casino Guru team.

Best Regards,

Parik24

I did not send any fake screenshots of deposits or statements, I do not understand why you are accusing me of this, my winnings were written off due to technical problems with the site and your operators confirmed this, I have nothing to do with forging anything, because this is a violation of the law, the winnings were really written off

Я не надсилала жодних підроблених скріншотів поповнень та також виписок, не розумію чому ви мене звинувачуєте в цьому, мій виграш був списаний через технічні неполадки сайту і ваші оператори це підтверджували, жодного відношення до підробки будь чого я не причетна, тому що це порушення закону, виграш дійсно був списаний

Dear Parik24 Casino,

Could you please provide any supporting evidence to substantiate your claims regarding the alleged falsification of the screenshots submitted by the player, as well as your assertion that the balance was not written off but instead used by the player during gameplay?

You are welcome to share any relevant materials either directly in this thread or by sending them to my email address: jakub.m@casino.guru.

Thank you for your cooperation.

Dear Casino Guru and yankapenchuk,

We are unable to share the bank statements provided by the Player for your review, as these documents may contain confidential information related to the Player.

However, we can share the results of our internal review of the statements. That the supporting documentation may include internal data, and therefore, this process may require some additional time.

Before moving forward with this, we propose to focus on clarifying the key issue raised by the Player. Based on the correspondence, it seems that the Player is primarily concerned not with the suspension of gameplay on our part, but rather with the write-off of winning.

As we have previously stated, no write-offs were made from the Player’s account. In order to provide evidence supporting this, we kindly ask the Player to provide the following information:

1. The amount of the winnings (or the total balance that the Player believes written off)
2. Date and time of the winnings
3. Date and time when the winnings were allegedly written off
4. A screenshot of the winning result (if available) or of described issue 
5. A screenshot showing the deduction or balance change from the gaming account (the Player has access to full balance history upon login)
6. A detailed description of the situation, including what exactly happened and under what circumstances

Once we receive this information, we will be able to respond accordingly.

Best regards,

Parik24

Written off winnings 85000

At the moment I can't name the exact date and time, as enough time has passed, I didn't take a screenshot because I didn't have time

I played a game, I got a bonus game and won, after which the site restarted three times, the money remained in the account, I wanted to withdraw it but it just disappeared from the account, I can’t say which game it was

approximate date, January 2025

Списан выиграш 85000

на Даний момент точную дату и время я не могу назвать,так как прошло достаточно времени,скриншот я не сделала,потому что не успела

Я играла в игру,у меня выпала бонусная игра и был выиграш,после чего раза три перезапустился сайт, деньги оставались на счету,я хотела их вывести но они просто пропали со счета,какая именно это была игра я не могу назвать

примерная дата,январь 2025 год

Hello yankapenchuk,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you, have a nice holiday)

Дякую,гарного відпочинку)

Dear Parik24 Casino,

I kindly request that you provide the player’s full balance history, including gameplay activity, deposits, and withdrawals, from the moment the bonus in question was claimed until the complete depletion of the player’s balance.

The development of the player’s balance over time should be clearly visible. Please feel free to send the requested logs in CSV format or any other convenient format to my email address at jakub.m@casino.guru.

Thank you for your cooperation.

In accordance with our Privacy Policy and personal data protection legislation requirements, we are not authorized to disclose any personal data of The Player, including information about their gaming account, gameplay history, or transaction history.

We would like to suggest an alternative approach: perhaps you, as forum moderators or representatives, could ask the user who submitted the complaint to provide evidence supporting their statements - for example, screenshots confirming the existence of the win or confirmation that the funds were present on the balance (The Player has access to their account and its history).

If such evidence is not provided, this review may be considered as "containing unsubstantiated accusations." This would help preserve the objectivity of the discussion.

We draw the attention of the Administration and all those reading this review:

1. Initially, The Player wrote on the forum about a "write-off of winnings" and that we "refused to return the written-off funds." This is already a falsehood, as The Player contacted us and stated that they were experiencing problems with gambling addiction, lost borrowed money, and demanded its return (screenshot #1 sent to the Administrator’s personal email).

2. Later, The Player demanded to credit casino winnings in the amount of 26750 UAH (Screenshots #2 and #3 sent to the Administrator’s personal email).

3. Now The Player claims that the win was already 85000 UAH, while they do not remember the game they played, do not remember the date, have no confirming screenshots, and the review was written several months after the time of the situation indicated by the Player.

4. The Player did not provide a single screenshot of dialog with support confirming their statements: "they refused to return the winnings," "they confirmed that a write-off occurred," "they confirmed difficulties on the site" - all screenshots that were sent contain completely different information.

We once again state that the winnings or write-offs mentioned by The Player were not present on their account.

Dear Parik24 Casino,

Thank you for the clarification and for providing the additional context.

Dear yankapenchuk,

The casino has shared chat transcripts of your communication with their support team, which contain information that differs from what you previously stated. In your initial correspondence with the casino, you mentioned that you suffer from a gambling addiction and requested a refund of your deposits, citing your registration with the local self-exclusion registry.

Unfortunately, we are unable to assist in this matter. As the casino support team correctly noted, they are not connected to the Ukrainian national self-exclusion registry, as the casino does not hold a Ukrainian gambling license.

According to the casino representative, you requested the return of written-off winnings amounting to 26,750 UAH. Could you please clarify the origin of the 85,000 UAH figure you are now claiming? Additionally, I would appreciate it if you could provide your complete betting history, which is available in your account. You may share screenshots here or send them directly to my email at jakub.m@casino.guru.

Thank you for your cooperation.

At the moment I can't log into my account, there is no access, money was written off twice for a total of 85,000 thousand, January 2025, games from the provider Playson, Royal Coins 2

money was written off in the game itself, games often lagged and I was thrown out of the site

I didn't know that the Parik 24 casino website doesn't belong to the local regulator, so I asked them to return the funds.

На данный момент зайти в кабинет я не могу,нет доступа, два раза списывались деньги на общую сумму 85000 тысяч, январь месяц 2025 года, игры от провайдера Плейсон, Роял коинс 2

деньги списывались в самой игре, часто лагали игры и меня выкидывало с сайта

Я не знала что сайт казино Парик 24 не относится к местному регулятору по тому и просила их вернуть средства

I also can't send screenshots because I lost access to my personal account.

Скриншоты так же не могу прислать потому что потеряла доступ к личному кабинету

Dear Parik24 Casino,

Unfortunately, none of your allegations have been substantiated so far. As part of our resolution process, we require concrete supporting evidence to validate any claims made by the casino, especially when referencing potential violations of terms or policies. Without documentation or verifiable data, we are unable to take such claims into account.

At this stage, the player no longer has access to her account and is therefore unable to confirm the presence of the balance in question. Since you claim the balance was not there, and you are the only party with access to that historical account data, the responsibility to provide proof lies with you.

Therefore, I kindly reiterate our request for the relevant details from the player's account that would support your position. Without this, we will be unable to continue with the resolution process and will have to mark the complaint as unresolved, which would have a negative impact on your casino's Safety Index on our platform.

Thank you for your cooperation. I look forward to your response.

Dear Kubo, from our point of view, your approach to this situation appears to be biased in favor of the Player. It seems you are asking us to prove our innocence, even though no proof of our guilt has been presented either.

We had no accusations against the Player, so you do not need to confirm them. We are simply trying to protect ourselves and highlight a few important points once again:

1. About your statement: "You are the only party with access to the historical data."

This is not accurate. The Player’s account is not blocked. It still exists. The Player mentioned losing access to it - - possibly due to forgetting their login or password. However, the account can be easily recovered using the "Reset Password" option on our website’s main page by entering their registered email address.

2. The Player has not provided any evidence to support their claims.

There are no screenshots of errors, no game names, no dates, and no exact amounts. Please read what the Player's message looks like from the outside:

"I played in January, don’t remember the day or time, I played games from two providers, games were lagging and money was deducted. It happened several times and I lost a total of 85,000 UAH. I contacted support about it. Then I contacted Casino Guru 3 months later (not sure why I waited). I said the casino deducted my winnings of 85,000 UAH and added something about a blocked account and fake screenshots (although that’s a completely separate issue). Later it turned out the 85,000 UAH wasn’t one deduction, but the total of many small ones. I don’t know the specific amounts. I have no screenshots of any deductions, no game screenshots, no support chat records, and I lost access to the account altogether."

3. Casino Guru, we would have provided you with confirmation of our words if:

• The Player had provided any proof to support their claims;
• The complaint had been submitted immediately after the incident, not several months later;
• There were other complaints of the same kind against us (there are none);
• The Player had specified the exact date and time when the issue occurred.

1. Please also consider: the events mentioned allegedly happened 5 months ago. If the problem was truly on our side, it’s likely you would have received more similar complaints from other players by now.
2. Additionally, since we follow a strict confidentiality policy, we cannot disclose client data without written consent, and it is very difficult to extract logs for an entire month (January) after 6 months have already passed.

If we didn’t care about our Casino Guru Safety Index, we would not have responded to this complaint at all.

But we did respond - and we are seeking a fair resolution based on all the information provided on the complaint page.

Yes, I did manage to log into my account, I'm attaching a photo.

I filed a complaint late because I filed a complaint when I found the Casino Guru website. Before that, I only contacted the local regulator, to which they replied that they had no influence on bookmakers.

January month, games mainly from Playson, funds were written off in the game Royal Coins 2, and Joker Coins

I filed a complaint later because I tried to resolve the issue with the bookmaker myself, all I got in response was that it was my own fault and I lost the money.

Winnings were written off in January, bet 100, and bet 200 hryvnias

There are many complaints about Parik24, this is not the first time that people write complaints about the casino, saying that their accounts are blocked and funds are not returned, winnings were written off, but this is not visible in the history of deposits and withdrawals, unfortunately, correspondence with Parik24 has also not been preserved, unfortunately

Так дійсно все ж таки вдалося зайти в аккаунт, фото прікріпляю

Подала поздно скаргу через те шо коли знайшла сайт Казино гуру тоді і подала скаргу, до цього я зверталась лише до місцевого регулятора, на шо мені відповідали що вони не мають впливу на букмекерів

Січень місяць, ігри переважно від Playson,кошти списали в грі Роял коінс 2, і Джокер Коінс

Пізно подала скаргу через те що намагалась вирішити проблему самостійно з букмекерською компанією, все що отримувала у відповідь це те що я сама виновата і програла кошти

Виграші були списані в січні місяці, ставка 100, і ставка 200 гривень

Багато скарг на Parik24, це вже не вперше коли люди пишуть скарги на казино, про те що їм блокують акаунти і не віддають кошти, виграші були списані але в історії поповнень і виведень цього не видно нажаль, переписки з парік24 також не збереглись нажаль

Dear yankapenchuk,

Thank you for providing the screenshots of your cashier history. Unfortunately, these do not offer any additional insight into the issue at hand.

Could you please check your betting history and confirm whether the bets in question appear there, or if the list only includes sports bets? If the casino bets are visible in your history, kindly share a screenshot of that section as well.

Thank you in advance.

Dear Parik24 Casino,

I'm sorry you feel that way. Please understand that the Complaint Resolution Center exists to serve players, and only players are eligible to submit complaints. This framework alone reflects that our primary role is to advocate on behalf of the players.

While we strive to maintain neutrality, in ambiguous cases such as this, we do tend to offer players the benefit of the doubt - this is not a reflection of bias, but rather an acknowledgment of the inherent disadvantage players face in disputes with casinos. It’s true that players can submit inaccurate or even false claims, but in such instances, casinos usually engage and provide clear, concrete evidence to refute those claims.

• About my statement: "You are the only party with access to the historical data."

As far as I am aware, there is no mechanism that allows players to extract a comprehensive balance history over a selected period that would show account write-offs. Players typically have access only to transaction and betting history, which in this case does not seem sufficient. Given this limitation, I believe my statement remains accurate.

• The Player has not provided any evidence to support their claims.

You mentioned that the player has not provided any evidence to support their claim. However, the player's report is based on a technical issue during gameplay - specifically, a situation where winnings were allegedly written off and the player was logged out. Since the player contacted your support team, I assume the issue was reviewed. In such cases, casinos typically liaise with the game provider to verify whether a technical error occurred or if the outcome was as expected.

Rather than clarifying the outcome of that internal review, you appear to have shifted the burden of proof back onto the player. This approach is concerning. If the player’s version of events is accurate, what evidence could they reasonably be expected to provide? Should players be expected to capture a screenshot of every winning spin just in case of a malfunction?

When a technical issue is reported, the standard procedure is for the casino to investigate the incident in cooperation with the game provider. Was this done when the player contacted your support? What were the findings? What actions did you take?

Finally, while I appreciate your suggestion regarding how the resolution process should proceed, I will, with respect, continue following the standard procedures and practices of our service.

Unfortunately, I can't go into the betting history because there is no such thing on the site, I can't go into games, all I can go to is the deposit history, screenshots are attached above

К сожалению я не могу зайти в историю ставок так как на сайте такого нет,в игры я заходить не могу,все куда я могу зайти это в истории пополнений,скриншоты прикреплены вверху

Dear Casino Guru,

As we have clarified from the Player’s recent messages, he was referring to a technical issue that occurred during gameplay.

However, the initial complaint was described as "The casino deducted my winnings." Based on the transaction history screenshots provided by the Player, there were no such deductions.

The Player did contact our support team after, according to him, an error occurred. We could not identify any errors on our end, so we forwarded the information to the provider. The provider confirmed there were no unfinished rounds or errors in the Player’s session. We informed the Player accordingly.

The supporting screenshots have been sent to the Administration’s personal email that you previously provided in the conversation.

Dear Parik24 Casino,

Thank you for providing the additional context. I have responded to your email with some additional inquiries and look forward to your response.

I appreciate your cooperation.

Dear yankapenchuk,

Following the receipt and review of detailed evidence provided by the casino, I am writing to inform you of the final decision regarding your complaint.

After careful evaluation, we have concluded that your complaint is unjustified and will now be marked as rejected.

The casino has substantiated that no funds were written off from your account. I would like to believe this was a misunderstanding on your part rather than an intentional attempt to mislead or misuse Casino Guru’s complaint resolution process in an effort to recover unrightful or lost funds.

Moreover, the casino has provided credible and convincing evidence supporting their claim that forged documents were submitted in your case. This is a serious violation of both the casino’s Terms & Conditions and the principles we uphold when handling complaints.

For future reference, I strongly advise against such actions at any online casino.

We consider this matter closed and will not be taking any further steps in this case.

Thank you for your understanding.

Best regards,

Kubo