The player from Peru has a problem with Parimatch account where she can't get a response or withdraw her money. She submitted all necessary documents for verification over 8 days ago but has received no response via chat or email. The issue is impacting her job income. The complaint was closed as 'unresolved' because there was no response from the casino. We reopened the complaint as per the casino's request because they advised the player to contact the support team in order to resolve the issue. The player stopped responding though, so we were forced to reject the complaint.
Parimatch Casino BR - Player from Peru facing withdrawal and communication issue.
Amount: 3,251 S/.
Parimatch Casino BR
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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9 months ago
Translation
Hello Guru friends, this is Elizabeth Paucar. I've been a sports and casino bettor for 5 years now, active across digital channels in Peru, Chile, and Mexico. I'm writing to report my issue about not being able to receive a response and withdraw my money from my Parimatch account. I have already submitted all necessary information, such as a photo of my ID, selfie, and bank statement over 8 days ago. However, they are refusing to reply to me via chat or email.
I need my money because it's part of my job income and it's utterly unfair that while they provide all necessary tools to deposit, they put obstacles in the way during withdrawal.
Things I should mention:
I place sports bets and play casino games through my account.
If needed, please assist me with the complaint process with the licensing regulatory body. I want to let you know that if I don't get a prompt response, I will be taking legal actions from my home country, Peru, against this website.
Automatic translation:
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9 months ago
Hello epaucarz,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Parimatch Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello Nick, miraculously they responded to me last Saturday informing me that my account was blocked and my deposit (1000 soles) + my winnings (approx 2453 soles) were withheld for reasons: multiple accounts and inappropriate use of the registry, meaning that according to them, I or several people play on the same local or Wi-Fi network, but they reserve the right to show proof of their accusations.
About the accusation it is a lie since I live only with my parents, and above all things, the reason since in Peru we use dynamic ips, it is impossible to maintain a single ip for each entry.
Given my experience betting and playing casino, I very much doubt that this case is favorable for me, at least in the first instance, when this kind of scam pages detect that users earn more than what they lose, they close and do everything so that they do not lose, for this reason I ask them for advice to be able to make my claim to a second level, since it is the first time that this has happened to me, I have played in more than 20 betting and casino pages worldwide, and this is the first page that retains me the funds.
For now, Parimatch has the .pe domain, so I will be making my claim to INDECOPI, MINCETUR, procuring the new law that exists on betting in my country, but that will not be of much use for my objective, which is the return of my retained money, it does not matter if they cancel my account, but I will fight for my money to be returned since it is part of my effort.
Automatic translation:
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9 months ago
Hello epaucarz,
If the reason of blocking your account and confiscating your balance is purely based on IP address, the casino should not do it.
Can you please forward the communication between you and the casino to nikolas.b@casino.guru before we would try to get in touch with them?
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9 months ago
Translation
Hello Nick,
I have already sent the email with the communication I had with Parimatch, in it you can see the repeated insistence I had to send the documents requested by them, as well as the delay in their responses and their casual response on the same date that I registered in this page with you
Queado attentive to your communication.
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8 months ago
Hello epaucarz and thank you for all the information provided so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Hi epaucarz,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Parimatch Casino to join this conversation and share more information regarding the case.
Could you kindly explain the reason for blocking the player's account and withholding their winnings?
Thank you.
Best regards,
Tomas
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8 months ago
Translation
Good morning, updating the thread of this case, I communicate that you initiate a formal claim against the bookmaker and Casino PariMatch taking into account the information about the dispute and resolution exposed on its page: https://pe.parimatch.com/es /dispute-resolution where it indicates that they have up to 7 business days to give me an answer, however, after more than 12 days, they do not answer me.
As is evident, this case is already closed for them, since they do not respond and only HIDE, I will wait if you can help me, in any case, that you help me by guiding me how I can complain to your regulatory gambling body, because what they are doing is an armed robbery, keeping the money of the players and victims who decide to play on that page.
Automatic translation:
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8 months ago
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.
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8 months ago
Dear epaucarz,
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 (tomas.k@casino.guru).
I am sorry I could not be of more help on this occasion.
Best regards,
Tomas
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8 months ago
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.
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8 months ago
Dear epaucarz,
Upon information provided by the casino while requesting a reopening of this complaint, specifically:
"Hi. Could you please describe your problem? Please reach out to our support via the Online Chat or support@parimatch.com and let them know the details so that we can help you as quickly as possible."
I kindly ask that you try it and let us know the outcome.
Thank you.
Kind regards,
Tomas
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