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

My betting id 121710295

Incident 1 – 15 Jan to 18 Jan 2021

Being a regular player and visitor of your online casino, I have deposited my hard earned money of INR 1. 20 Million your casino from 13 Jan to 17 Jan 2021 and after playing day and night keeping patience I have made INR 1.50 Million.

During this I have tried to withdraw the money through various options like net banking, paytm, ecopayz, visa withdrawal, bank transfer but surprised to me all my withdrawal request has been declined by your system by without reason, I kept trying to withdrawal but all the time the withdrawal request got decline

During this time, I have contact to your online chat and your WhatsApp services for raising the issue that my withdrawal is getting declined but I have never got any replay and solutions my request and I use to get same message that "we have sent your request to our expert and we will update you shortly" after waiting for few hours I again requested your team for my withdrawal request and same answers of "we have sent your request to our expert and we will update you shortly"

I am attaching here my withdrawal request on screenshot of 15 Jan & 16 Jan 2021. I have raised 28 Withdrawal requests as per your process request and all got declined.

And surprise to me that my betting account was locked and I was not authorized to make any withdrawal request so immediate I have contacted support team through email dated 17 Jan 2021, Time 16.34 and WhatsApp sharing this concern and as expected there was no response from them and said that "we have sent your request to our expert and we will update you shortly"

Here also due to your system error and connection I have lost good amount as after having good wi-fi + data network I was not able to play the game after betting the money and my mobile screen on your casino got blank and not allowing me take any decision on any games (screenshot of the game is attached herewith) I have shared same issue with your support team but as always, no response from them.

Incident 2 – 22 Jan to 27 Jan 2021

and the same story and incident happened on 26 Jan & 27 Jan 2021. I have raised various withdrawal requests as per your process in ecopayz, bank transfer, net banking for withdrawal request INR 0.55 MN and all requests got declined. I am attaching here my withdrawal request on screenshot of 27 Jan & 28 Jan 2021 for your reference along with the declined notification.

And surprise to me again that my betting account was locked and I was not authorized to make any withdrawal request so immediate I have contacted support team through WhatsApp sharing this concern and as expected there was no response from them and said that "we have sent your request to our expert and we will update you shortly"

But due to your system and technology issue and without my fault I lose money, and this happens whenever I go for withdrawal or else at time of deposit which happens very smoothly and within 2-3 second the deposit happens but withdrawal never happens.   

I will carry this bad incident as memories of Parimatch Casino who broke me mentally and financially without my mistake and due to bad technology system issues.

Thanks again and looking forward to your immediate response on this.

I Have Request to you and your team to please help me to get refund of INR 1.75 MN

Dear Sunil,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please note, that we don't work for Parimatch Casino, but for Casino.guru which operates as an independent website, therefore, unfortunately, we cannot refund you your money. 

There might be multiple reasons as to why you aren’t able to withdraw. Before we move forward with your complaint, could you please indicate how much money is currently in your account? Have you ever made a successful withdrawal at this casino?

Also, I don’t see any attached screenshots and you mentioned them multiple times in your complaint. Could you please post them here?

Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

help me with your email id to share the other pdf documents as i am not able attached those pdf in this response.

Regards

Sunil V***

Thank you very much for your reply, Sunil. I went through everything you posted here. I am very sorry, but from our point of view, there is nothing we can do for you in this case since you lost all of your winnings. I understand that this situation would never happen if you could withdraw your winnings in the first place, however, we could help you only if you had some balance left.

I apologize I cannot be more of a help. Please let me know, if there is anything, I could do for you regarding this case, otherwise, I will be forced to close this complaint.

Hi Kristina,

Thanks for your email,

I am surprise to see your said response on concerns on the Parimatch Technology & System issue.

I have given all detail email and document proof of how the casino system behave, yes i agree i have loss my winning amount because those system was not allowing to me to create the withdrawal and hence i loss the money by playing again.

This is not acceptable and if you think you cant help me then its ok, i will keep fight with Parimatch for my justice

Regards

Sunil V***

Sunil, we agree that system malfunction is a very serious issue, however, we cannot ask the casino for a refund of the money you decided to play away. If your funds would stay untouched, we would, of course, do our best to help you to receive them, however, this is not the case here. I truly hope you understand our standpoint in this situation.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. 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 and we will try our best to help.