Parimatch Casino BR - Player’s winnings have been cancelled.

Hello. I had an unpleasant situation with the Parimatch casino. I'm a pretty old gambler, I like to play different games sometimes, but one night the casino decided to reset my balance, while they took both the winnings and the deposit that I made. Before that, they asked me to send pictures of my documents and I did it, in the next letter they wrote to me that I had not passed the check, the balance was empty, the letter said that the deposit would be returned to me - but this did not happen. They point their decision to paragraph 80.4 of their rules. I have read this paragraph, it does not apply to me in any way. I wrote several messages to them in support with a request to explain the reason more specifically - but they repeated this paragraph 80.4 in each letter. I asked why my deposit was not in the account - they replied that it was also canceled, although the first letter indicated that it would be returned to me. Please help, the casino does not explain anything, I believe that they have no right to do this, it's not fair, and this information needs to be disseminated so that other players do not get into such a situation. I looked at the rating of this casino on your website and I see that my complaint is not the only one, I think that urgent measures need to be taken! Now I'm asking for your help.

Dear Vovka44VV,

Thank you very much for submitting your complaint and forwarding the relevant communication. 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. Do I understand correctly that your winnings and deposit have been cancelled due to a failed account verification?

I have checked the general terms and conditions, and this is what I found https://parimatch.com/ru/terms-and-conditions:

"80.

The betting network reserves the right to invalidate the concluded betting agreement (including the one concluded before or after the start of the event), refuse to fulfill obligations under such an agreement (including refusing to pay any winnings) or return any bet made, in the event of if:

4. It was determined that:

- one Client has several gaming accounts (multiple registration, multi-accounting), including under a new name. The betting network does not recommend two or more Clients to place bets from one IP address (one device, local network); 

- one Client uses the data of other persons to register new gaming accounts, including his family members;

- Bets are made by a group of Clients acting in collusion in order to circumvent the restrictions set by the Betting Network. ;

- the client is suspected of using any software that allows automating the betting process;

- the game account is used to play in arbitration situations; 

- the game account is not used to place bets and other products offered by the bookmaker network;

- there is an abuse of loyalty programs;"

Is this the rule that has been used to justify your winnings confiscation?

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

Best regards,

Petronela 

Yes. Here's what they wrote to me in a letter: "Vladimir, your gaming account did not pass the verification procedure, and all funds were debited according to the company's rules." Then they tell me in letters that the reason was indicated in the previous letter. You have correctly specified the item and sub-item. This justifies their decision to confiscate my entire balance sheet.

If you give me your email, I will be able to forward there all the messages that were written to me and that I wrote, as well as our chat communication. So you will make sure that money was simply taken away from me, accused that I did not pass verification when I provided everything to them immediately upon request, and I did not receive any additional requests for documents.

Hello!

During the verification of your gaming account, a violation of the company's rules was revealed, namely, an IP match with another gaming account. This is multi-accounting. We send more detailed information to the representative of the casino Guru by email: nikolas.b@casino.guru

I ask you to pay attention that I am from the Republic of Belarus, the IP address of my router is dynamic, like all Internet users in our country, take this into account when checking. Multi-account is a lie, I can confirm my account with any documents as soon as possible!

I also ask you, when checking the information provided, to pay attention to the dates of a possible intersection of addresses, since if this happened by chance, then did the casino wait for a specific winning case to cancel all available funds! In general, on such an accusation, you can block all users of our country, because we are given dynamic addresses! But I can definitely guarantee that no one could create an account through my modem!

Thank you very much, Vovka44VV, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I also provided nikolas to the nikolas.b@casino.guru some information, please be sure to read it.

Hello Vovka44VV,

I'm Nick and I'll be assisting you from now on. Sorry for the later answer. I will bee soon contacting the casino through e-mail for providing additional evidence.

Hello. This is good news! I was sure that the information provided by parimatch could not be reliable, since I am not a multiaccount or whatever they called me, I am a real person, I can prove it by any methods! Thank you, the power is in the truth!

Hello!

Dear Casino Guru team

We sent additional confirmations to nikolas.b@casino.guru

Please check.

Hello. Dear Gurus, I ask you to clarify with parimatch why they did not immediately provide all the information to prove that they are right. They won't answer that question for me. And I would call it suspicious, for example, I immediately provided everything to you, I have nothing to hide, why is the other side of the dispute behaving strangely? I ask you to treat the verification in as much detail as possible, I assure you, since they took all my balance that I had, and not just part of the winnings according to their rules - I would be as attentive as possible to the evidence provided, which they provide for some reason in parts. I also ask you to pay attention that the parimatch provided its evidence for 6 days, this is a long time for the company, perhaps I could have missed the letter - but for the parimatch it is a reputation, and I consider such a delay time unacceptable and suspicious!

Hello. Is there any new information on my question? I'm very worried about the current situation, it's a lot of money for me, I want to get it back, since this is an obvious situation in which the parimatch behaves unfairly taking the entire balance!!!

Hello Vovka,

We have received another proof, however, still not really satisfactory. We again requested to send us another more relevant proof. We are sorry that it takes so long but we can't provide answer here until we get no answer from the casino.

Hello. The fact that I am communicating with you here, and the fact that I am ready to provide any evidence that I am a living and real person, that I am me, already puts the parimatch at a disadvantage, since they are wrong and understand this, but do not recognize it. Although it is very important for their reputation to make informed decisions, go into dialogue with their regular players and try to solve the problems that have arisen, and not confiscate the balance and think that they will get away with it! Just imagine how many more deceived people there may be who simply did not have the strength and nerves to fight this lawlessness!

Hello!

Dear Casino Guru team

We have sent you a reply email

Please check.

I've sent our verdict to Parimatch and we are now waiting for their response.

Hello. I want to remind everyone that I am a participant in our dispute, or rather its initiator. Therefore, I would like to get acquainted with the verdict if possible, I ask you to publish it or send me a personal message for review.

Hello!

Dear casino Guru representatives. The information that we have previously sent you by email is final. The decision will not be reviewed. We cannot provide any more detailed internal information in addition.

Dear Vovka,

Based on our conversations with the casino until now, we decided that we will be closing the complaint as unresolved. The reason for that is that the casino closed your account purely based on IP address - multiple accounts registered from the same IP. However, we can’t accept this evidence and we requested additional proof that the multiple accounts are created by the same person and if not, they shouldn't have blocked you. They couldn't provide this evidence. I’m sorry that we could not help you resolve it but the casino's decision is final.

Please do not hesitate to contact us if you will come across any other trouble in the future, we will try our best to help you out.

Best regards,

Nick

Casino.guru