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

Good day! I am asking you for help in resolving my problem. Parimatch Casino unjustifiably confiscated my $ 4070 winnings, accusing me of providing invalid documents.

The problem itself arose back on February 03, 2021, when I could not withdraw my money, the casino justified this with technical problems. Various personal documents were then requested.

05.02 I uploaded a photo of my ID card on both sides and my selfie with this card.

On February 15, at the casino's request, I sent a screenshot of my Skrill electronic wallet showing transactions in favor of Parimatch.

On February 18, I sent a selfie with an ID card in the background of correspondence with the support service (as requested by the casino).

22.02 sent in higher quality.

Later, March 15, March 28, March 31, I sent my selfie with an ID card at the request of the casino.

I confirm that all documents sent by me belong to me and are valid. I didn't use any editing software.

I can assume that the casino perceived the photo on the back of the ID card as edited, but it is on the back of the card in this form.

After the accusations against me, I asked the casino to provide evidence of my guilt, however, the casino did not want to explain anything, canceling my winnings in the amount of 4070 US dollars. I believe that the casino is violating my rights, accusing me of something that I did not do.

I am sending you screenshots of my correspondence with the casino for review.

I am also ready to provide additional documents, for example, a photo of a foreign passport, for additional verification.

Hopefully the casino lives up to its high rating.

I ask you very much for your help.

Dear Harley90,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru?

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

Best regards,

Petronela

Hello!

Dear customer, we requested a photo of you holding your ID near the email you got from our support service. The whole sense of the photo is to make sure that you're the Parimatch account owner and you're personally texting with us via email. As you sent the photo of you near to the email's screenshot but not the email itself we made a conclusion that you're not the account owner and you're not the one who's been sending us emails. Because of this, you didn't pass a verification procedure and didn't confirm your identity.

Casino Guru, we asked the customer to pass a regular verification procedure just to make sure that he got 18 years old and all the personal data is okay. Also to make sure that this person is really the account owner and not someone else. The customer didn't confirm his identity. Because of this, we can't withdraw the winnings. The winning amount is deducted. We've returned all the deposited money to this customer. According to our terms (clause #86) we can do that if the customer didn't confirm his identity. Anyway, he didn't lose any dollar of his money, only the winnings.

Thank you very much, Parimatch Casino team, for your assistance.

Dear Harley90,

Could you please forward the relevant photo to petronela.k@casino.guru or upload it here when replying? Thank you very much in advance.

Thank you very much, Harley90, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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!

Dear customer, show the Casino Guru team the photo you sent on Feb 22th at 8:52 PM. It's called "777.jpg". This is the exact photo we are texting about and not the photo you've submitted here in the complaint.

Casino Guru team, seems like the customer is cheating in the complaint. He hasn't submitted the photo we've been texting about.

Dear Harley90,

I looked at your complaint as well as the screenshots of your communication with the casino and I understand the situation. I’ll try my best to resolve the issue.

Could you please provide the photo Parimatch Casino representative is referring to (in the original quality)? You can upload it here when replying, or you can forward it to my e-mail address andrej.p@casino.guru.

Good day! Regarding the selfie sent on February 22, 2021, I can tell you that, like all the others, it was made in accordance with the requirements of the casino: against the background of open correspondence with the support service, I hold my passport in my hands, all the data is readable. On my device, the settings were set to "non-full-screen" mode, the capabilities of my device allow you to make a choice in the settings: full-screen or non-full-screen mode. As far as I know, this is not against the rules of the casino.

Also, you can make sure that both the selfie sent on 02/22/2021 and the selfie sent on 03/31/2021 were taken by me, with my image, with my passport and both against the background of casino correspondence, which fully meets the requirements.

I am sending both selfies to the email you specified andrej.p@casino.guru to be able to verify my words.

I really hope that you will be able to resolve my situation in the near future.

Thank you, Harley90, for providing the information. Could you please clarify why does the photograph you sent on Feb 22, 2021 seem to have been made near a screenshot of the e-mail communication instead of the e-mail itself?

Dear Parimatch Casino team,

Can you please confirm that the above-mentioned photograph is the only reason why Harley90 has failed to verify his gaming account?

If the information that has already been provided is not considered sufficient to confirm that Harley90 is, in fact, the owner of the gaming account, we suggest you proceed in the verification procedure via other means - for example, by making a scheduled verification video call via Skype.

Hello!

I still maintain that the photo posted on February 22, 2021 was taken against the background of the email itself.

I am sending two videos to the email andrej.p@casino.guru you specified earlier, to be able to verify my words.

Previously, I sent a photo to a casino in the background of an email opened on a laptop. The casino indicated that the text of the letter should be better read.

In this regard, I sent a photo against the background of the correspondence with the casino support, open on the TV screen. Before that, I studied the rules of the casino and did not find any contradictions in my actions.

I really hope that you will be able to resolve my situation in the near future.

Thank you, Harley90, for clarifying and providing additional information via e-mail.

Dear Parimatch Casino team,

According to the additional information Harley90 has provided, the discussed photograph seems to have been taken near a Chrome tab (not the entire desktop) being cast on a TV. Apparently, this caused you to misinterpret the information. Therefore, I’d like to ask you to thoroughly review the situation.

Hello!

Dear customer, our professional employees thoroughly checked using specialized software to identify third-party corrections and recorded the fact of changing the image "7777777.jpg", which violates the company's regulations, therefore, a write-off was carried out and further play was refused. The official response from the administration has been sent in the letter #01616824.

Dear Parimatch Casino team,

Please provide a detailed explanation and evidence to prove your statements. You can forward the information to my e-mail address andrej.p@casino.guru (or you can post it here).

Good day!

I confirm that I have not made any changes or corrections. And I don't see any sense in this. I sent a large number of photos, on the basis of which the casino can make sure that I personally correspond with the casino support service by e-mail, and at the beginning of the correspondence my personal data are indicated - surname and first name, which correspond to the data indicated in the passport.

In my opinion, the casino is wrongly accusing me, simply not wanting to pay my money.

Since, in accordance with the law, accusations without evidence are null and void, I ask the casino to provide evidence that I made changes to the photo in the background of correspondence with the support service.

Hello!

Here's the explanation.

1. Look at the TV. It's not plugged into an outlet. Then how does it work? It's off. The customer put the screenshot over the off TV.
2. We see a strange gray strip between the TV's black edge and blue Google Chrome. What is this? It's a bad Photoshop skill.
3. Look at the bottom right corner. Why the date is cut? Especially year. Again bad skill.
4. Open the image properties. Why can't we see the camera's name and when the photo was made? Because he used software to change the photo and didn't about such little thing. It's basic information and every smartphone or camera saves it. And why the file is called such a strange name "7777777". It rather should be called IMG_20210504_154000 or IMAGE_0123 of smth like. "7777777" was called by this man when he was saving the image in Photoshop to easy seek on the laptop.

We hope it will be enough. Anyway, we will not change our decision regarding this account.

Good day! When registering an account at Parimatch casino, having made sure of the high ratings of the casino, I hoped to receive high quality service and respect for me as a customer. In my own example, I observe the opposite.

In accordance with international legal norms, I, as a client, are subject to the presumption of innocence. However, in order to expedite the resolution of my situation, I have provided exhaustive evidence that confirms the erroneousness of the casino's accusations. I am re-sending the video for review to andrej.p@casino.guru and to the casino's e-mail.

I strongly disagree with the accusations of the casino, and I consider the "arguments" presented as evidence to be ridiculous.

With regard to connecting the TV to the outlet, a wire is visible on all sent photos. I am also sending a photo so that you can see how my TV is connected to the outlet. In the same photo, you can see the gray stripe, which the casino pointed to. This is TV design, model LG 32cs460t. Please make sure of the specified information.

I read the Terms and Conditions of the casino again, and nowhere did I find information that the photo should be named in a certain way and contain information about the camera and the time of shooting. I kindly ask the casino to indicate in which paragraph of the rules I can find such information. Otherwise, I believe that there are no violations on my part.

I hope that the casino will continue to live up to its business reputation, and not invent violations, just not wanting to pay me my $ 4070.

Thank you, Harley90, for your reply and for providing additional information.

Dear Parimatch Casino team,

I’d like to kindly ask you to thoroughly review the information Harley90 forwarded to your e-mail address and better explain your position as we consider your statements and accusations towards Harley90 ungrounded and not sufficient to justify your decision in this case.

As mentioned before, if there’s a legitimate suspicion of photo manipulation, our recommendation is to request additional information to verify their identity and/or proceed with the verification process via other means. For example by making a scheduled Skype call.

Good day! Please provide me with the opportunity to review the screenshot sent to the casino as proof of my use of the editing program. Also, if necessary, I can provide a video in the background of correspondence with the casino support service.

Hello!

Alas, we cannot provide you with a screenshot as proof. We sent this information to the representatives of the forum. Please wait for an answer.

Dear Harley90,

Unfortunately, I can’t forward any information provided by the casino as such information is considered strictly confidential between us and the casino.

Please be informed that we are currently discussing the issue with the casino representative via e-mail. I’ll let you know as soon as there's any news.

Dear Parimatch Casino team,

I’d like to ask you to reply to my last e-mail from May 7th, 2021, or leave a reply in this complaint thread. I’m setting the timer for 4 days.

Dear Harley90,

Please be informed that we have discussed the issue with the casino representative and unfortunately, the casino refuses to change its position in this case.

The claims the casino management used as excuses to justify their decision in this case are all very bold and not based on any reliable evidence. We have performed a thorough check of the photograph and no relevant inconsistencies or signs of photo manipulation were revealed. Furthermore, even proving that the photograph was in fact manipulated would not justify the casino’s decision as in that case, the correct approach would have been to verify the player’s identity via other means. For example by requesting the player to send another photograph or a video of themself holding their ID, near the communication with the casino.

Since Parimatch Casino team used a mere ungrounded suspicion of photo manipulation as an excuse to confiscate a player’s winnings and is not willing to reconsider their decision, we are closing this complaint as ‘unresolved’ with ‘Stupid excuse or fraud’ classification.