Parimatch Casino BR - Player's deposit is stuck in bonus funds.

I deposited 20k on my parimatch account. And I wanted to play sun of egypt game. Unfortunately all my money goes to bonus games. So before i played the game I contacted parimatch and tell them i dont need bonus games. I need them to give my money to my normal balance so that i can play all the game i want. They responded with i should wait 2 min then all my money will be removed from bonus to normal. I waited for 1 hr and i call them again and tell them why they force me to play bonus games while i dont. They tell me my request is processed and my money was in my balance. And i played sun of egypt like 5 rounds. But when i wanted to withdraw my money the system failed. So i call the parimatch team again and tell them my problem. They tell me just sorry we forgot to transfer your money last time. So your money still stuck on bonus. So i should wager my money up to 35x. I told them i cant do that because i contact them earlier and tell them i dont need the deposit bonus. And i called parimatch two times. And they give me go ahead to play my games without bonus. So after i played 5 rounds they refused to give back my remaining money. I requested them immediately account deletion but also they refuse that too. I need help from you.

Dear marickmohamed3,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you activated any deposit bonus in the casino?

Could you please advise if you passed the KYC verification?

Could you please forward any relevant communication regarding your case to veronika.l@casino.guru?

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

Best regards

Veronika

We received the following email from the player:

Hi Veronica,

I am [edited by Casino Guru]. I raised a complaint about parimatch. Unfortunately my residence is Tanzania not USA. Its Parimatch Tanzania.

I am ready to forget about the deposit money from the casino. I wanted to delete my account from parimatch for good. But they asked many uncompleted information. When i provide one information they raise with the need more. Now i completed all the requested information so that they can delete my account. But they refused to do so. 

Could you please specify the reason for closing your account? Could you please specify what information did the casino request from you? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. 

We received the following email from the player:

Hi Veronica.

 I hope you are doing well. As I wanted to delete my parimatch account for good due to the following reasons.

1. Due to gambling addict.

2. Its the second time I deposited my money but they force me to play the bonus games so that it will be difficult to wager my balance.

3. I have decided to move on from parimatch. So i dont want to get their promotion offers to my mobile since I dont need to betting from parimatch.

And about refusing to close my account parimatch Tanzania asked me to provide my voters Id that is captures on a white paper. I provided that.

They asked me that to provide again that id with the title "for parimatch" and add a date on that. I did that too. But they refuse to close my account.

I contacted them they say my providings are not enough to close my account. They asked me to provide the second data with a screenshot of me holding that ID with my hands seen. I did that too.

They asked again thats info are not enough. I should take a selfie with me. My Id , and a white paper that was written for parimatch and a date.

I did my best and provided that. And they say they received successful. But they have not deleted my account till today.

Could you please advise when exactly you sent the last document needed for successful verification? Has it been approved by the casino?

Have you informed the casino of your gambling addiction? Please forward the email you sent to Parimatch with your account closure request to veronika.l@casino.guru.

If it's possible, please write your replies directly to this complaint thread. Thank you for your understanding.

The player sent us the communication between him and the casino regarding the issue with account closure due to gambling addiction. The casino requested the player send multiple photos and documents needed for verification, however, not all of them have been approved yet.

Dear marickmohamed3, do I understand correctly that the last email you received from Parimatch was on 7 September? Have you sent the photos in a higher quality, so that all the information was visible? Please let me know.

Dear marickmohamed3,

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.

Hello veronika. I forwarded to you the email from parimatch casino. I shared the high resolution documents. And they responded to confirm that they got it and they escalated my issue to the corresponding depertment. It is two weeks now after they told me my issue is escalated. But they havent close the account yet

Thank you very much, marickmohamed3, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello marickmohamed3,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Parimatch Casino to join the conversation.

Dear Parimatch Casino,

Have you received all the necessary documents from the player to close their account? Is the player account closed now as the player requested?

Dear Michal,

we kindly ask user 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

Hi all.

Thanks for the response i have shared an email with the my parimatch ID number. If there is anything needed I am ready to provide as long as my account will be permanently deleted and no any promotion sms i will receive on my mobile.

Thank you

Dear Michal

support.tz@parimatch.com is the one responsible to answer your questions.

Thanks

Dear Parimatch Casino,

Have you closed the player's account and removed their email address from your newsletter database as they requested?

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.

Dear marickmohamed3,

Sorry for a bit delayed response, I was waiting for information from the Parimatch team. Can you still access your account? Do you still receive marketing emails from Parimatch?

Dear marickmohamed3,

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.

Hi, sorry for the late reply. Still i receive parimatch marketing sms on my mobile. Also I tried to access the account today and I still have access to account.

Dear marickmohamed3,

Can you please confirm that you have contacted Pari Match team at support@parimatch.in and support.tz@parimatch.com? What was the response from the Pari Match team?

I contacted them unfortunatelly they keep told me that they shared my issue to their team. But nothing happened

Dear marickmohamed3,

Please forward me the evidence that you have contacted the support team to michal.k@casino.guru so I can check this with the casino representative.

Hi Michal.

i hope you got my emails

Dear marickmohamed3,

Yes, I can confirm that I have received your emails. I will discuss this with the casino team.

Hi Michal,

How is everything over there. I know you have alot of issues to do on your side. I would like to get any update regarding parimatch. Since they have not deleting my account till now.

I look forward to hearing from you.

thanks

Dear marickmohamed3,

As I have informed you via email, your account has been finally closed. Can you please confirm that you don’t have access to it?

Hi, Michal

I want to thank you for your efforts and time that helped a lot on my issue.

I can confirm that I do not have access on my parimatch account. Thank you

Dear marickmohamed3,

Thank you for the confirmation. I'm glad to hear that the issue has been resolved. We consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru