The player from Peru was struggling with an unauthorized withdrawal of 5,000 sol from his account by an alleged third-party hacker. He had not received a satisfactory response from casino support. He insisted that the casino should have verified the withdrawal as it was requested to an account not in his name. We explained that we could not assist with cybercrimes and suggested he contact the police. We also noted that some casinos did not require identity verification for first-time or smaller withdrawals. The player was advised to contact the casino's licensing authority for further help. Due to these circumstances, we had rejected the complaint.
Parimatch Casino BR - Player reports unauthorized withdrawal.
Amount: 5,250 S/.
Parimatch Casino BR
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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9 months ago
Translation
Today, a third party hacked into my account and withdrew 5,000 soles to their bank account. When I complained to support, they told me that it was impossible for someone to withdraw money from an account that did not belong to them, as it is against the rules. As of now, support has not given me a response, and for me, the money is already lost. What kind of security is there if any person can access an account and make a withdrawal to their bank account without any prior process?
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9 months ago
Dear gianluka0128,
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 better understand the situation.
- Could you please confirm that you haven't shared your login information with any third party?
- Was your account verified?
- How long were you a player in the casino?
- Did you make any deposits in the casino?
Thank you in advance for your reply.
Best regards,
Kristina
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9 months ago
Translation
Hello good
Yes, I have not shared my account with third parties
My account has been verified for a long time
1 year exactly, then I stopped entering the casino because I wanted to give myself a break, I make the withdrawal and this happens.
Yeah.
Information for adding support answered this after telling them how is it possible that someone would deposit to an account that is not in my name, when their rules say that this is not allowed. "Any operation confirmed with the login/game account number and password of the game account holder is valid, official and considered the action of the account holder. We are sorry for your situation."
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9 months ago
Thank you for your reply, gianluka0128. Regrettably, we do not handle matters related to cybercrimes. If your possessions or personal information have been stolen and subsequently misused, this falls under the jurisdiction of the police, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.
Since your login information has been compromised there's not much we can do for you. Unfortunately, cybercrimes happen more and more often and the only advice that we can give to all the players is to be extra careful with suspicious emails and to protect login information.
Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you in advance for your understanding.
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9 months ago
Translation
Of course, the responsibility falls on me for the cybercrime, but it cannot be possible that the casino does not validate that the deposit account is in the name of a third party, it is in its terms and conditions, what's more, I make the claim immediately As soon as they request the withdrawal to an account that is not mine, I make the claim so that they can cancel that transfer.
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9 months ago
I understand your point of view, but some casinos do not request identity verification when the withdrawal is the first one or of a smaller amount. I am sorry we cannot offer further assistance, however, you can always contact the casino's licensing authority as they have more tools and options to help.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
