Parimatch Casino BR - Player’s withdrawal has been cancelled.

Good day!

I'm having trouble with Parimatch Casino.

On March 1, I received a letter from the casino that in order to withdraw my funds ($ 1849), I need to provide a color photo of an identity document and my selfie with it. On the same day, I provided everything.

Then, on March 7, 2021, a request was received, in response to which, on the same day, I sent a screenshot of my personal data to Skrill and a screenshot with deposits in Parimatch to Skrill.

On March 11, the casino asked for a photo of the utility bills, on March 15, I sent a bill for electricity.

On March 20, at the request of the casino, I sent a selfie with an ID card in the background of correspondence with the Parimatch support service.

On March 31, I sent a selfie with an ID card and an attachment to card No. 13 with the registration address.

On April 05, I sent a second selfie in accordance with the requirements of the casino.

Later, I received a letter from the casino, in which the casino accuses me of violating clause 80.4 of the Rules, namely a multi-account, and informs about the confiscation of my winnings and deposit.

I previously had an account at Parimatch. Before creating a new one, I deleted it. After deletion, the old account was not used, it was inactive. Therefore, the accusation of multi-account is unfounded.

Now the casino has activated the old account to accuse me.

I consider the actions of the casino to be dishonest towards me as a player.

I ask for your help in resolving my situation.

Dear RighikY,

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. Could you please advise why your old account has been closed? Were there, at any time, both accounts active simultaneously? Have you redeemed any promotional offers in the past in this casino?

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding.

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

Dear Petronela!

In response to your letter, I inform you that the old account was closed by me at my own discretion, there were no violations on my part. After deletion, the old account was not used, it was inactive. As far as I remember, in the game through the old account, I have not previously participated in casino promotions.

Later, I decided to play in the casino again. But since my account was closed, I created a new one. At the same time, the accounts were not active. Now the casino has activated the old account in order to accuse me and not pay out my winnings.

Moreover, in the process of playing through a new account, I made about ten winnings conclusions.

When registering a new casino account, it was known about the deactivation of the old account, and the casino did not stop me and successfully paid out winnings

Now the casino has activated the old account in order to accuse me and not pay out my winnings.

I consider the casino's behavior to be incorrect towards me.

I ask for your help.

Could you please advise when you've closed your old account and specify the reason why you've done it? Thank you very much.

Hello!

To my regret, I do not remember the exact date of the closure of the old account, and it is not possible to check.

As before, I announce that I decided to close my account at my own discretion, I decided to rethink my gaming activities. I didn't think it could cause such problems.

Hello,

No need to provide the exact date, I'm just wondering how long ago it was. Have you ever mentioned a gambling problem when requesting your account closure?

Good afternoon) As far as I remember, the old account was closed about a year ago.

There were no mentions of problems with gambling, since I did not have and do not have such problems.

Thank you very much, Righik Y, for your reply. I have checked the general terms and conditions, and this is what I found https://global.parimatch.com/en/terms-and-conditions:

"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:

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)"

Please understand, even if your old account has been closed previously and both accounts were not active simultaneously, you have created multiple registrations. As I mentioned earlier, we always recommend requesting reactivation of any old account before creating a brand new one.

Could you please advise if you have tried to do so? Looking forward to hearing from you.

Good day! I did not request reactivation because my old account was inactive. The casino was aware of the deactivation of the old account, the casino did not stop me and successfully paid out winnings.

Moreover, in the process of playing through a new account, I made about ten winnings conclusions.

Dear customer!

During the verification of your gaming account, there were found violations of the company's rules, namely, multi-accounting, which means other gaming accounts. Moreover, on one of them you have been played a few days ago. This is undoubtedly a serious violation and it is written in the company's rules. According to this information, the administration decided to write off the funds and close the account. Further game on it is not available. The decision is final and not subject to revision.

Thank you very much, Parimatch Casino team, for the clarification.

Dear RighikY,

Are you aware of such action on your side?

Good day!

Guided by the rules of the casino, and due to the fact that my new account is blocked, I decided to use the old one. Simultaneously 2 accounts were not active. I do not see any violation of the rules and conditions of the casino. I still believe that the casino illegally confiscated my winnings.

You have created multiple registrations. Please understand players are not allowed to simply switch between several accounts that they register. As I mentioned previously, we always recommend contacting Casino Support and communicate any accessing or reactivating of old accounts to avoid any misunderstandings in the future.

Could you please explain what you meant by this?

"Moreover, in the process of playing through a new account, I made about ten winnings conclusions."

Do I understand correctly that you have made successful withdrawals in your second account? Thank you in advance for your reply.

Good day! I meant that I was playing on a new account. I have withdrawn about 10 winnings from my account. The casino was aware of an old account. The casino successfully paid out winnings and did not stop me from performing gambling activities.

Thank you, RighikY, for the clarification. I understand now that $1,849 wasn't your first withdrawal and you have received winnings from your second account previously. Could you please advise if you have profited from any promotional offers while your second account was active?

Good day! I can not provide information on the use of promotional offers. Since the account is blocked and I don't remember.

Thank you very much, RighikY, for your reply. I will now transfer your complaint to my colleague Matej 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 RighikY and the Parimatch casino representative.

I am sorry to hear about all the troubles.

I would like to ask the Parimatch casino representative to send me proofs about RighikY's multi-accounting to matej@casino.guru

Thanks

Hello!

We wrote to your email matej@casino.guru

Hello RighikY.

The casino showed me evidence that they have 4 accounts with the same data and one opened probably by your relative. Could you please explain it?

Good afternoon! I have 2 accounts that have never been active at the same time. As for the other accounts, I assume that they belong to my namesakes. I have a fairly common surname in Ukraine. I cannot be held responsible for the actions of third parties.

I am very sorry, RighikY,

but the casino provided evidence from which it is clear that the namesake option is out of the table.

At least three of the accounts belongs to you.

In such a case, you have no rights to your winnings.

I am sorry.

You can still complain to the casino regulator if you believe that we decided wrongly.

Good day! In view of the fact that I am sure that I have 2 accounts that were not active at the same time, please give me the opportunity to review the evidence provided by the casino.

Also, the casino was aware of the presence of an old inactive account, and the casino allowed me to register a new one and play. The casino has taken a win-win position: if I lose, the casino takes the money, if I win, the casino does not give me my money. I consider this to be misleading and a violation of international law. The casino has the right, in accordance with the rules, to block my account, but after paying me my money.

RighikY, the casino identified at least three of your accounts. I asked them to check the circumstances you described.

After evaluating all the evidence from the casino, is obvious that RighikY, by opening multiple accounts, got an advantage when he claimed multiple bonuses on his accounts. Therefore the casino has the right to void his winnings.

Good day!

You indicate that the casino has the right to void my winnings. In this case, I am requesting a refund of my $ 160 deposit. After all, when registering a second casino account, it was well known about the deactivation of the first one. And the casino has taken a win-win position: if I lose, the casino gets my money, if I win, the casino confiscates my winnings.

I am sorry, but the casino presented evidence that three accounts, not two, belongs to you. Two of them were active simultaneously. 

You clearly took advantage of casino bonuses on these accounts (so you had an advantage over other players), + at least another 2 accounts are registered under your relatives (family).

So imagine the situation that you are trying to rob a bank, and the policemen catch you. Then you go to jail (your money are voided because you committed fraud - in this case).

You are asking for refunding you the deposits - which is in this situation like if police officers let a robber go after they caught him and give him another chance to do it again. 

So I am sorry - you have no right to get your deposits back.

Good day! In view of the fact that accusations without evidence have no legal force, I ask the casino to provide me with the opportunity to familiarize myself with the evidence of my guilt: the presence of 3 accounts, the simultaneous activity of two accounts.

I am sorry, RighikY, we cannot share the evidence with you. If you believe that our decision is incorrect, you can always contact the regulator:

https://verification.curacao-egaming.com/validateview.aspx?domain=parimatch.com

But I am sorry, we can't help you more.

Because the casino presented us evidence from which it is obvious that RighikY gained an advantage when he created multiple accounts and claiming multiple bonuses, we decided to reject this case as unjustified.