Parimatch Casino BR - Player experiences geographical restriction and account blockage.

Since 6/24 I've been trying to verify my account at Parimatch Global. I sent all the documentation that I have been requested to do so and I spoke with Parimatch Global support by mail and by Telegram chat with Parimatch Brazil. They keep telling me that my account will be verified soon. Since 6/30 I have been trying to access my account and I have a geographic restriction that I did not have before trying to withdraw the money. They have told me that they blocked my account without giving me any clear reason and I feel cheated. I have proof of everything, photos of entire conversations with support. I need help to be able to withdraw my money.

Dear ljzuccarelli,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello. Account was registered on 6/21/23. I created it only for sports betting. At that time they let me make deposits with Litecoin quietly.

I never used any kind of bonus.

At first I lost my bets, but with subsequent deposits I had 431 USD and that's when I decided to make my first withdrawal and it was denied. They asked me to send my information by mail with an identity document and selfie, I did it and since 6/23/23 they have not verified my account. The following days I spoke with support and they promised me that they would verify it in 24 hours and they did not comply.

On 6/30/23 I try to enter and I find that I cannot access my account because they imposed a geographic restriction, therefore not only do they not verify the account, but the geographic restriction complicates my situation much more.

When talking to support a few hours ago, they asked me for a bank statement showing the deposits I made to the account, but this does not exist because my deposits were with Litecoin. Despite the fact that they are making fun of me, as a proof of good will, I sent the bank account statement, but they reject it because it does not reflect the deposits.

I feel cheated by Parimatch since they have kidnapped my account with 431 USD and I sent the documentation they asked for all the time.

Dear ljzuccarelli,

Could you please forward any relevant communication between you and the casino at your earliest convenience? Thank you in advance.

Hi Petronela, here I will leave you part of the conversations I had with support by email. In addition to your email I will send you more evidence of the talks I had on Telegram. I have plenty of evidence of the scam they are doing to me. Thank you very much for your help.

Thank you very much, ljzuccarelli, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi ljzuccarelli,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Parimatch Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for blocking the player's account?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

They have currently verified my account, but I can't access it because of a geo-block. I want to withdraw my money and they have told me by mail that they will deposit it in my LTC wallet, but they have not done so yet and they keep delaying this whole situation without a clear reason.

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.

This disrespect towards me continues, they say they will deposit my money soon but they don't because of "technical problems". It is unacceptable.

We are adding extra 7 days for the casino to reply since we would like to take into consideration that the casino support is located in Ukraine and there may be some issues preventing the casino from replying in time.

If the casino fails to reply in the set timeframe, we'll be forced to close the complaint as unresolved.

The casino still doesn't reply to my emails. They are scammers

Dear ljzuccarelli, I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 to 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 you contact the Curacao Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Parimatch Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We received the following message from the casino:

Hi,

We kindly ask you briefly describe your issue including ID number and contact Support Team via email - support@parimatch.in

We do everything in our power to assist you with your requests as soon as possible. Our support always has the most relevant updates about your questions, so we kindly ask for your patience.

Have a good day!

Dear ljzuccarelli, can you please specify if you contacted the casino before using the email they provided in the message above?

Dear ljzuccarelli, we are extending the timer for one more week. Please, keep in mind, that if you don't reply in the set time frame, your complaint will be rejected.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.