Parimatch Casino BR - Player's promotional winnings were capped.

I won 8250 dollars on a live casino promotional offer. I always check the terms and conditions and there was no cap in the terms i had available to me and i could not find any generalised terms and conditions apart from sportsbook related ones.

After wagering finished the bonus capped my winnings at 3000. I asked live chat what happened and they explained there was a x10 bonus win limit term. I explained that this was not present in the terms available to me and was very unhappy.

I asked multiple times for them to provide the full terms that were obviously a different copy than the one attached to the offer and i also asked multiple times for a link to general casino terms if that existed. I was never provided anything more than a written excerpt of these terms.

I saved a PDF of the terms and showed them it but nothing changed. I'll attach the emails and the pdf of the terms.

I believe they do not have the up to date terms on the offer OR they are making up a term as to mitigate losses.

Dear nikogikas4,

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. Was this the first bonus you activated in this casino? Could you please post a screenshot of your bonus history here?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

Dear nikogikas4,

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.

Sorry i must have missed the update email. I have made 5 or 6 deposits to their casino.

attached an image of my bonus history.

emailed you the emails

Thank you very much, nikogikas4, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi nikogikas4,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Parimatch Casino to join the conversation and contribute to the resolution of this complaint.

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.

We kindly ask user to contact Support Team,

Please briefly describe your issue including ID number and contact Support Team via email - support@parimatch.in

I've exhausted my options with the parimatch support. They never provided a link to the terms and just kept quoting ones that were not present in the terms available to the player for that offer.

Dear Parimatch Casino team,

Could you please explain what happened here?

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.

Hi nikogikas4,

Have you managed to find a solution with the casino?

Dear nikogikas4,

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 (https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=ca.parimatch.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 (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter