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

Good afternoon! I need your help. Parimatch Casino deliberately and unreasonably accused me of violating clause 80.4 of the Casino Rules by withholding my money in the amount of $5064.

About everything in order.

Despite the fact that on 11/09/2021 I received a message from Parimatch: "Your betting account has been unlocked and you can make a withdrawal request", on 11/10/2021 the casino decided to check my account again, saying, that the funds will be available after its completion.

On 11/16/2021, I sent an identity document and my selfie with it to the casino for verification. Parimatch confirmed receipt of the documents and said that they would consider them as soon as possible. I regularly inquired about the results of the verification, but the casino took the position of ignoring my messages.

Only on 12/09/2021 I received a message from Parimatch about the need to provide additional documents. On 12/14/2021, I sent a photo of the 31st page of the passport, screenshots of transactions from the Skrill payment wallet in favor of Parimatch for the specified period.

In response to a casino request dated 01/05/2022, on the same day, I uploaded a screenshot of a Skrill wallet with transaction history for November 2021.

On 01/10/2022, I uploaded the previously sent PDF statement as requested by the casino.

On 03/06/2022, I sent a selfie against the background of correspondence with the Parimatch support service.

On 03/19/2022, I sent 3 selfies at once in excellent quality, as requested by Parimatch.

And on March 25, 2022, the casino reported a violation of clause 80.4 of the Rules and the confiscation of all my funds in the amount of 5064 US dollars.

I strongly disagree with the accusations of Parimatch! I did not perform the actions specified in clause 80.4 of the Parimatch Rules.

All my actions are in the legal field, there were no violations on my part. I also faithfully provided all the documents that the casino required for verification.

Moreover, the Parimatch casino did not tell me what they saw as the illegality of my behavior, and the relevant evidence of my guilt was not provided.

In view of the foregoing, I believe Parimatch's accusations are null and void.

I ask you to help me return not my 5064 US dollars.

Hello dimas.5555,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:

"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;"

Do I understand correctly that you are not aware of breaching any of these points?

Would you be so kind as to 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.

Looking forward to hearing from you.

Best regards,

Kristina

Good afternoon! You understood everything correctly - the Parimatch casino did not tell me what offense I was suspected of. Parimatch indicated only clause 80.4 of the Rules.

Correspondence with the casino has been sent to your email address: kristina.s@casino.guru .

Thank you very much dimas.5555 for your reply and email. I will now transfer your complaint to my colleague Martin (martin.d@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.

Hello dimas.5555!

From now on, I will take care of your complaint. In order to proceed, I'd like to invite representatives of Parimatch Casino into this complaint to help us resolving the issue.

Hello!

Martin, we have sent additional information on this Parimatch ID to your email address (martin.d@casino.guru)

Please check.

Hello dimas.5555!

After examining the documentation provided to us by Parimatch, we have asked the casino's team to provide us with more details regarding the case. Once we will receive and review all the necessary information, I will let you know.

Hello!

We sent you an e-mail with more details. Check, please.

Dear dimas.5555,

The casino was unsuccessful to provide us with any relevant evidence to support their claims. Since we already have asked for evidence 2 times and we have not received any proper documentation, we are now going to close this complaint as 'unresolved'.

As the casino is licensed by Curacao eGaming licensing authority, I'd like to suggest an option to raise the complaint with this authority. You can do so easily by following this licensor's badge ion the right of the footer of the casino's website.

In case of any information needed, please contact me via my email address: martin.d@casino.guru.