Parimatch Casino BR - Player's winnings were confiscated.

Dear! I ask you to help resolve the dispute between me and the Parimatch casino.

Verification of my game account was started on December 26, 2021.

During the verification period, at the request of the Parimatch casino, I provided the following documents:

passport photo, selfie with passport, Skrill payment wallet profile screenshot, screenshots of all Skrill and Neteller payment wallet transactions from 01/11 to 12/25, bank statement, passport photo with residence permit, updated bank statement, utility bill, Skrill statements and Neteller in PDF format for the period from 01/12/21 to 01/01/22.

As you can see, the list of documents provided for verification is quite impressive. It took the casino more than three months to verify my gaming account.

On April 09, 2022, Parimatch casino reported that my gaming account was not verified, Parimatch casino accused me of violating the rules - clause 80.4. Parimatch Casino debited my entire balance - $555.

I contacted the casino to get more information, but the Parimatch casino declined to comment.

I draw your attention to the fact that paragraph 80.4 of the rules contains 7 types of illegal actions, the casino did not deign to indicate what exactly it accuses me of. No evidence of guilt was provided to me.

I'm ready to assist in resolving the dispute with the casino, I am ready to provide all the documents sent to the casino for verification.

I ask for your help in resolving the dispute.

Thank you in advance.

Dear david25,

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;"

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

Dear Kristina! All relevant information between me and Parimatch Casino has been sent to your email address kristina.s@casino.guru.

Thank you very much david25 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi david25,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Parimatch Casino to the conversation to participate in the resolution of this complaint.

Hi everyone!

Peter, we have already sent you an email regarding the situation of this player.

Dera THE GURU! Have you received information from the casino?

Hi all,

I requested some additional/more detailed evidence from the casino. The evidence provided so far doesn't really show much.

Hi all,

Peter, we have answered your email.

Dear david25,

The casino stated that it would only provide the requested information to the game regulator. I offered the option for you to sign a Power of Attorney and send it to the casino so that we can represent you. Are you willing to sign a Power of Attorney?

я згоден

Hello!

Peter, we've emailed you the final answer on this situation.

Добрий день! Чи можу я ознайомитися з надісланим рішенням казино?

Dear david25,

Unfortunately, the casino won't provide us with any evidence. It will only be provided "exclusively to the regulator". I recommend you to contact the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=parimatch.com) and submit a complaint to them. A licensing authority has more options and tools to help players. Please keep me updated (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

Dear david25,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Dear david25,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected."

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.