The player from Brazil had faced ongoing issues with withdrawing funds from an online casino. The casino had previously allowed deposits and withdrawals via PIX and Pay4Fun, but these methods were no longer available. Instead, PayPal was recommended. However, the casino had locked the player's account and requested an additional deposit of R$ 501 for further verification. The player was unable to access his account and refused to send the additional deposit. We had contacted the casino for clarification and invited them to join the conversation. After several exchanges, the casino had claimed that the player's withdrawal was successful and that the player needed to remember the email he used for his personal data. The player had disputed this, stating he hadn't been able to access his account since the previous year and hadn't received any withdrawal. The casino had maintained that the player needed to contact their support team for assistance. Eventually, the player had regained access to his account and the complaint had been resolved.
Parimatch Casino BR - Player's struggling to withdraw winnings.
Amount: 1,190 R$
Parimatch Casino BR
Safety Index:LowCase closed
RESOLVED
Case summary
I've been attempting to withdraw money from Parimatch for over a month now, only to have it continually rejected. I've contacted their support multiple times, but received no assistance whatsoever. Now, my account has been locked and they are demanding I send them an additional R$ 501, only to be able to withdraw my R$ 1190, which is completely absurd. My account had already been verified before, and I've made numerous deposits and withdrawals by PIX and Pay4Fun. Now they're making the excuse that these withdrawal methods are unavailable and that I must request it via Paypal and also send R$ 501 through this method to supposedly verify my account again.
Dear jv7991,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake and changes in offered payment methods are more common than you think.
Could you please clarify if you currently have access to your account? Have you already made the new deposit? Do I understand correctly that you were advised to deposit via PayPal?
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
Hi Kristina,
At the moment I don't even have access to my account. They sent an email saying they would block my account until I verified my identity on Paypal. And for this verification I would have to send R$501 to their account, which is absurd. I believe that I will no longer get my R$1190 back, and there is no way I will send them another R$501. It simply doesn't make any sense to have such a high value for identity verification.
Thank you very much for your reply, jv7991. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Thank you very much, jv7991, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
Hello jv7991,
I'm Michal, and I have taken over your complaint. I have reviewed your case, as my colleague Kristina mentioned above changes in offered payment methods are quite common, but I must admit the R$501 for what seems to be a payment method verification deposit is far from the usual amount. I will contact the casino to provide further explanation for this request.
We would like to invite Parimatch Casino to join the conversation.
Dear Parimatch Casino,
Kindly explain the rationale for requesting a significant R$501 deposit from the player for PayPal payment method verification. Considering the player's previous completion of KYC procedures and the fact the player has previously successfully received withdrawal via other payment methods, the requested deposit via PayPal appears to far exceed the customary amount.
We kindly ask you 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.
Have a good day!
Dear jv7991,
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.
I emailed them, they said the experts would get in touch about my account, but I didn't receive anything. Parimatch's complete disregard for my problem.
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. We contacted Support Team and get the next information: User has been contacted by our service provider via email and given further instructions regarding his transaction.
We kindly to ask User to follow the instructions
How can I follow the instructions if I can't even log into my account anymore? I asked for password recovery and was informed that the email provided was not linked to any Parimatch account. They told me they would contact me to resolve this issue, but no one sent me a message.
Hi, I've contacted Support Team and got the next information form them:
The customer contacted us about his withdrawal, and after checking the withdrawal was successful. So we sent this email but it not seen yet with the customer:
"Good morning, Julio.
We saw in our system that you successfully withdrew R$1,200 on January 3rd of this year.
However, if you have not received this amount in your bank account, do not hesitate to contact us through our customer support team at the following link; https://br.parimatch.com/pt/support
We apologize for any inconvenience caused."
About the password recovery, the customer need to remember the email he fill in on his personal data. Because our team sent the link to reset the passwords to that specific email. But he didn't try to reset according to the data on our system.
How many lies in Parimatch?
Haven't tried resetting the password? I have tried countless times, using my email and phone number, and the only thing I am told is that there is no account registered with these details even though I am absolutely sure that the details are correct. And when I try to contact support, the only thing they tell me is to wait 24 hours and try again, which is completely useless.
As for the withdrawal on January 3rd, I haven't even been able to access my account since last year, how could I have requested a new withdrawal?
By what method was this withdrawal carried out? I didn't receive anything in my bank account, neither Vcreditos nor Pay4Fun
Here is information from Support Team:
"He try to reset his password once on 31.12 there is no attempt after that. And as shown in the BO since the year stared he was able to make deposit, playing some games and request a withdrawal. So saying he didn't use his account since the year has started its not true. He didn't contact us about his withdrawal and there is no info escalated, so if the money is not credited yet he need to share with us the statement for us to make more follow up on his issue. He can login in to his account, We do not see any attempt to reset passwords, as he has been very active.""
Support always has the most relevant updates about customer's questions, so they kindly ask to contact them via email - support@parimatch.in.
So who is accessing my account? What email address is registered, has it been changed by any chance? What is the cell phone number? Where was the withdrawal money sent? Why don't you answer that?
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 jv7991,
As per the Parimatch team response, you should have access to your account, have you changed your password?
Dear jv7991,
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,
I already have access to my account, so this complaint can be closed.
Thank you for your support!
Thank you for the confirmation, jv7991. I'm glad the situation could be worked out.
As the complainant confirmed that the situation 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
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