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

Dear GURU! I have a problem with Parimatch casino. The casino illegally confiscated my funds in the amount of 1187.5 USD and blocked my account.

Initially, I was unable to withdraw my funds, the casino deliberately delayed the verification of the documents I sent. The verification of documents lasted 3 months. I sent the casino all the requested documents, and more than once.

As a result, the casino accused me of violating clause 80.4 of the Rules, without providing detailed information about the unlawful behavior

Also, despite my requests, the casino did not provide a legal justification for blocking my account and withholding my funds in the amount of 1187.5 USD. I am familiar with the legal rules, according to which charges are not legally valid until direct evidence is presented and until my guilt is proven.

I am 100% convinced that all my actions were in the legal field and I did not commit any violations.

I ask you to help restore justice and return my funds in the amount of 1187.5 US dollars.

Hello Tolk,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I hope I understand correctly that this term has been breached allegadely:

"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;"

Have you received any other explanation from the casino or further details about which point exactly you breached? Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello dear representative of Casino Guru!

Provided you with information on this complaint by mail kristina.s@casino.guru.

Check it please.

Yes that's right. The casino indicated this point of the rules. No additional information, as well as evidence of my guilt in committing an unlawful act, was provided. Screenshots of correspondence with the casino have been sent to kristina.s@casino.guru. I hope you can resolve the dispute.

Thank you very much both for your replies and emails. I will now transfer your complaint to my colleague Andrej (andrej.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Dear Tolk,

I’ve read through this thread as well as the forwarded e-mail and I understand the situation. I’ll try my best to resolve the issue.

Dear Parimatch Casino team,

Since according to the information provided via e-mail, the reason for confiscating Tolk’s winnings is a connection of their account to another account, could you please advise if there’s a reason to believe that the player gained an unfair advantage thanks to the breach?

Any additional information can be forwarded to andrej.p@casino.guru.

Hello!

Have emailed you a reply to andrej.p@casino.guru. Please check.

Dear Guru! Please clarify what is it about? I only have one account! What unfair advantage are you talking about?

Dear Tolk,

According to the statement provided by the casino team, a connection of your account to another one is the reason for the casino’s decision in your case. We are currently waiting for the casino to provide additional information.

In the meantime, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours?

None of my family members have access to my computer. Therefore, the possibility that someone opened an account from my computer is excluded.

Hello dear representative of Casino Guru!

Provided information on the situation in a letter to the Administration e-mail (andrej.p@casino.guru.). Please check it out. 

Thank you all for providing the additional information.

According to the information provided by the casino, we agree there are sufficient grounds to believe Tolk had created another account in the past.

However, at Casino Guru, we believe that unless a player actually gains an advantage (by claiming welcome bonuses from both accounts for example) and creating two accounts is, therefore, the only reason for confiscating their winnings, the player should still be paid.

Thus, we would like to ask the casino to state if and explain how Tolk used the two accounts to their advantage.

I declare that I only have 1 (One) Parimatch casino account! If the casino is convinced otherwise, please provide evidence.

Dear Tolk,

I'm afraid I won't be able to forward the provided evidence as any information shared between the casino and our team in a private conversation is considered strictly confidential. Furthermore, we are still waiting for the casino team to provide additional information on your case.

We are extending the timer by 7 days and would like to ask Parimatch Casino to provide the requested information. If the casino fails to respond in the set time frame, we will close this complaint as ‘unresolved’.

Hello!

We provided all the information earlier in the letter. We have nothing more to add. We do not provide internal information or screenshots.

Thank you, Parimatch Casino, for the reply.

Dear Tolk,

Unfortunately, since the casino is not willing to provide the necessary evidence, we cannot proceed with the investigation and/or suggest possible solutions.

Therefore, I strongly recommend submitting an official complaint to the casino’s regulator (Curacao eGaming). Please let me know if you decide to do so and/or our assistance is needed.

I will consult with a lawyer on the issue of applying to the licensing authority. Thank you.

Thank you, Tolk, for the reply.

Could you please give us an update? Have you decided on contacting the casino’s licensing authority?

Given the situation in my country, I need more time to make a decision.

Thank you, Tolk, for the reply. I’m extending the timer by 7 days. We’ll wait for further updates from you.

Please note that submitting an official complaint to the casino’s licensing authority is not a complicated process. The easiest way is to go through the license validator (Curacao eGaming logo) which you can find at the bottom right corner of the website. After clicking the validator, you can submit an official complaint by filling out and submitting the form in the ‘Complaints’ section.

Thanks for the information. As soon as I have the opportunity, I will file a complaint with the licensing authority.

Dear Tolk,

Thank you for the reply. I will now close your complaint as ‘Waiting for the decision of regulator’. Kindly let me know once you’ve contacted the licensing authority of the casino and/or if you require further assistance. My e-mail address is andrej.p@casino.guru.

Once the decision of the licensing authority is known, we will classify this complaint accordingly.

Dear all,

We’ve been informed that the regulatory body of the casino (Curacao eGaming) ruled in favor of the casino in this case. As we respect this decision and believe it was reached after a thorough and fair assessment of all relevant facts and evidence, we will mark this complaint as ‘Rejected’.

Tolk, I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.