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

Greetings! I ask you to help resolve the dispute that has arisen between me and the Parimatch casino. I am 100% convinced that the actions of the casino to withhold my funds of $2422.0 were illegal.

About everything in order.

On December 22, a chat specialist reported:

"In order to successfully withdraw funds from your gaming account, you need to go through the verification procedure. To do this, please provide the following documents in a letter to support@parimatch.com:

A color photograph of your passport.

A photograph with an open passport in hand. It is necessary to take a picture holding your passport (passport must be valid, open 1 (2/3 pages - if there is a new photo on them) pages) in front of you in such a way that your face and photo in the passport can be clearly seen.

On December 25, I fulfilled the requirements of the casino by sending the necessary documents.

The next day I received a message from the casino with the following content: "For verification, please upload a second photo with a passport in your hands in the best quality, and also add a photo of the document itself on page 1." I sent everything the same day.

On December 29, the casino reported: "For the subsequent verification of gaming activity, please provide a photo of the utility bill in the response email."

After the New Year holidays - on January 09, I sent an electricity bill to the casino for verification.

On January 28, I received a letter from the casino with the following content: "Unfortunately, your gaming account has not passed the verification procedure. Also, funds were debited from your gaming account in accordance with clauses. 80.4 companies…". and the casino wrote off $2,422.

I decided that there was an error and sent a message to the casino on January 31st.

Later, on February 01, I sent a letter to the casino with a request to indicate what exactly you are accusing me of, since clause 80.4 of the rules lists 7 offenses. And he asked me to provide evidence of my guilt.

I declare that I have not committed any of the offenses referred to in paragraph 80.4. The documents sent for verification at the casino are real.

The casino did not want to comment on anything and announced the finality of its decision.

As far as I know, the accusations of the casino do not carry legal consequences without providing evidence of my guilt.

I am ready to assist in resolving the dispute that has arisen, and I am also ready to provide any documents confirming the veracity of my words.

Please resolve the dispute and help me get my $2422 back.

Dear BaronY,

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. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Did you receive any explanation from the casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

Dear all! According to messages received from the casino, verification of my account was not completed due to a violation of clause 80.4 of the Casino Terms and Conditions. The casino did not provide additional information, as well as evidence of my guilt, despite my repeated requests.

I sent the correspondence with the casino to petronela.k@casino.guru.

Thank you, BaronY, for your reply. I have checked the general Terms and Conditions, and this is what I found:

"80. The Betting company reserves the right to invalidate the concluded agreement (including the bets placer before or after the beginning of the event), refuse to fulfill obligations under such an agreement (including refuse to pay any winnings) or from return of any placed bet, if: 

4. It was determined that

• one Client has several game accounts (multiple registration, multi-accounts), including under a new name. The Betting company does not recommend two or more Clients to place bets from the same 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 established by the Betting company;

• the Client is suspected of using any software that automates the process of setting rates;

• uses a game account to play in arbitration situations;

• the gaming account is not used for betting and other products offered by the Betting company;

• loyalty programs are abused"

As it is too vague and the casino didn't specify which exact rule has been breached I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.

Hello!

Unfortunately, our rules really were violated by the customer.

We've provided some additional info regarding the issue to branislav.b@casino.guru

Hello, BaronY,

I am sorry to hear about your negative experience. From now on, I will assist you with resolving your issue.

Dear Parimatch Casino Team,

Thank you for providing the information. I have got your email but unfortunately, we consider the provided information not sufficient for voiding the player's balance and/or winnings. We cannot agree with your decision without providing the relevant evidence. Please see my email.

Please note the shared data are not visible to the public. You can share them directly in this thread or via email (branislav.b@casino.guru).

I am looking forward to hearing from you soon.

Dear BaronY,

I was provided with additional information from the casino's representative via email. There is allegedly a connection between your gaming account (3*****4) and two other gaming accounts created with the same personal data.

Unfortunately, since we have not received any relevant evidence from the casino regarding its decision due to its internal security policy, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is also one more possible way how you can try to receive your winnings - to submit a complaint with Curaçao eGaming authority. The complaint form is available through the Curaçao eGaming License validator on the official casino's website.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru