The player from Ukraine was trying to close his account due to gambling addiction. The casino did not restrict the player's account immediately and asked the player to provide documents for their identity verification, including a picture of the player's passport near a handwritten note. The player provided all requested information but failed to include the note. Because of this, their account had not been blocked and the player was able to deposit and risk more funds. All in all, the player failed to follow instructions that were set out clearly and not in conflict with the requirements of the casino's regulatory body. Due to the player's concerns, we instructed the player to escalate their complaint to the casino's Licensing Authority and close the case based on its decision. After some time, we inquired the player about the outcome of their official complaint but received no response. For that reason, we closed the player's complaint as 'Rejected',
Parimatch Casino BR - Player’s attempts to block his account have been ignored.
Amount: 20,000 ₴
Parimatch Casino BR
Safety Index:Below averagePlayer stopped responding
REJECTED
Case summary
Hello
I faced a very serious problem while playing at Parimatch casino. The fact is that I am sick, namely, I have a gambling addiction. This has a very strong impact on my life, because I began to lose absolutely all funds as soon as they appear in my possession. I have repeatedly contacted the support service of this casino and asked to close my account permanently, without the right to restore, so that I would stop losing. Alas, they ignored my request and started asking for some documents and notes. I was unable to control myself and lost again, now my problems due to gambling addiction have become as serious as possible.
I demand Parimatch to return the amount of lost funds from the moment I clearly let them know that I was forcing them to close their account due to gambling addiction. It happened on February 19, 2021. From that moment on, I lost about 20,000 UAH. I am asking you to help solve this problem, because the casino violates the license and gambling policy, according to which they were required to close my account as soon as I notify them about it. I wrote from my mail, which I registered a casino account with. indicated absolutely all the necessary data, but they did not close my account, as a result of which I lost a lot of money.
Thanks in advance!
Dear Дмитрий,
Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. I’m sorry to hear about your problem.
Is this the email address that you have sent all your emails to? support@parimatch.com. Do I understand correctly that your account hasn’t been fully verified in the past? Have you received any payments from this casino?
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!
Dear customer, please read our email's text very carefully. If you want to block the account you need to provide a photo of your passport near the sheet of paper that contains "For Parimatch" and today's date. You have to write the text manually. Our support service has been texting you about this requirement, but you ignored it. Without completing the requirement we can't block the account. The requirement has to be completed just because to verify your identity and confirm you're the passport and the account owner.
Thank you very much, Дмитрий, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear representative from Parimatch Casino. Please note that I owe nothing to you and your support team for such requests. It is you who are obliged to fulfill my requirement to close the game account at the same moment when I indicate to you the reason for the closure, namely the game addiction.
and as proof of my words, I refer to the game liability policy, which also fully applies to projects under the Curacao license. And you, as an operator, are simply obliged to follow this policy. If you do not, then you are violating the terms of the license. So this is what it is about:
"Actions on receipt of requests from players"
"When a user contacts the casino team through any available method and requests to close his account / set any limits, the casino team is obliged to find out the reasons for making this request. If the reason for such an appeal is gambling addiction, then such a request should be processed immediately, after Initial mention When a player's request is fulfilled, the casino team is obliged to leave a comment (for example, "gambling addiction") in the player's profile.
If the reason for such a request is not specified in detail or does not relate to problems with gambling addiction and the casino does not have solid reasons / solid evidence to be sure that the player has problems with gambling addiction, then the following options are possible:
1) The casino team can fulfill the user's request.
2) The casino team may offer the user a bonus / promotion to prevent their account being closed.
3) The casino team may ask the player to contact them using email to fulfill such a request "
Please note that perhaps this is not a literal wording, but the meaning of all the rules is conveyed absolutely to everyone who is familiar with them. I also ask you to draw the attention of the Casino Guru manager that I have repeatedly written to the support mail of Parimatch casino, using my personal mail, and provided my passport, although this is not even a prerequisite, according to the terms of the gaming liability policy. In any case, I gave the support team of this casino more than enough information to immediately close my account. They violated the terms of the license by not closing my account immediately after giving the reason for gambling addiction. I will also have to go directly to the person who issued them the license to report the violation and get compensation, as I have suffered from these violations. If I can't solve this issue with the help of Casino Guru, then I will have no choice but to seek help from representatives from Curacao.
Dear Дмитрий,
I looked at your case and all the additional information provided. I understand the situation and will try my best to resolve the issue as soon as possible.
Dear Parimatch Casino,
Can you please advise if there is a reason why was Дмитрий allowed to deposit funds into his account and play after expressly stating that he wanted to have his account closed due to gambling addiction?
We believe that a more correct approach in this situation would have been to restrict Дмитрий’s access to his account immediately after processing his request and only then verifying his identity.
Dear Andrej Pauls!
The blocking of the gaming account is carried out in accordance with the established procedure. The client must provide in a letter to support@parimatch.com a photo of the first and second spread of the passport next to a sheet of paper on which there will be a handwritten inscription "For Parimatch" and the current date. Without providing this data, the account will not be blocked. The client ignored this information that was sent to him in the letter and provided only a passport photo, that is not enough.
As for the return of lost funds - there is no such possibility. It was the decision of the client to gamble on our resource.
Dear casino representative, your position is clear.
In that case, wait for news on my case from representatives from Curacao. And given that the final decision is always theirs, I think you will face more serious problems than a refund to me alone.
To the representatives of Casino Guru, I can only say that the rating of this online casino is much higher than what we actually see. They ignore the problems with gambling addiction of their clients, violate the terms of the license and come up with their own rules that do not comply with any regulations and policy of gambling liability.
Thank you, Parimatch Casino, for clarifying.
Dear Дмитрий,
Do I understand correctly that you have submitted an official complaint to the casino’s Licensing Authority - Curaçao eGaming?
I’ve not done it yet. However, of course I will definitely take this case to Curaçao eGaming. Thank you!
Thank you, Дмитрий, for clarifying. Please let us know once you have submitted the official complaint and/or our assistance is needed.
Dear Andrej,
I've just submitted an official complaint. Thank you for your willing to help me. I suppose this case hasn't been solved yet, and I'd like to wait for and answer from Curaçao representatives.
Thank you, Дмитрий, for the update. As you have contacted the casino’s Licensing Authority, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once there are any updates on this matter. My e-mail address is andrej.p@casino.guru.
Dear Дмитрий,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request that you forward their official statement to andrej.p@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Andrej, Casino.Guru
Dear Дмитрий,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as ‘Rejected’.
The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.
