Parimatch Casino BR - Player's withdrawal was denied after casino closure.

Parimatch has been operating in Vietnam and closed at the end of 2022

My account has money there about 500$ parimatch did not let me withdraw, I contacted support they cheated me. I look forward to yourhelp and talk to them to solve the money for me thanks.

ID 579***795

Dear damtrongthucthuc,

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. Have you made any successful withdrawals before? Could you please advise if you passed the KYC verification before the casino stopped its operation in your country?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

My account has never been successfully withdrawn, My account used to KYC successfully before they informed my gmail that they closed at the end of 2022, I contacted them to withdraw but they refuse.

My account KYC successfully on October 19, 2022

Help me please.

Thank you very much, damtrongthucthuc, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, damtrongthucthuc,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response, could you please provide me with the information on whether you tried to withdraw your remaining balance by any alternative payment method? In the screenshot provided, I can see the casino advised you to use another payment method - what payment methods were available in your cashier for a withdrawal at the time your account was active?

Now I would like to invite Parimatch Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Parimatch Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw his disputed funds?

Would a manual withdrawal be an option for the casino? If yes, can you share further instructions with us or your suggestion on how to resolve the complainant's issue?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

If you withdraw from the Vietnamese market, you must also fake money for customers

Dear damtrongthucthuc,

I am afraid you have not answered my questions above directed to you. Therefore, I will repeat it.

"In the meantime, while we wait for the casino's response, could you please provide me with the information on whether you tried to withdraw your remaining balance by any alternative payment method? In the screenshot provided, I can see the casino advised you to use another payment method - what payment methods were available in your cashier for a withdrawal at the time your account was active?"

As for the complaint itself - since we have a specific process for notifications and reminders upon extending the timers, and it was not done correctly in this case, I am now extending the timer for the casino once again, and I will try to contact the casino in every possible way. However, if no one from the casino replies or provides us with the requested details until the current timer expires, the complaint will be closed in accordance with the information in my previous post.

Thank you for your patience and understanding.

Dear Parimatch Casino team,

Please, look at my post added on July 31, 2023, and provide us with the requested details and information.

Looking forward to hearing from you.

Dear damtrongthucthuc,

Now it is clear that the casino will likely not help us in resolving your issue much.

Despite the fact your account is blocked, based on all the provided information, we are able to accept situations when casinos can pay the players' winnings in another way, via an alternative payment method, since the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If, for example, a particular payment method was available for deposits, it does not mean necessarily, that it will be offered for withdrawals too.

If you have been advised by the casino to use an alternative payment method to withdraw your winnings, I would have strongly recommended following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers, and in this case, it looks like there were several payment methods available for you to withdraw your balance/winnings, and it is not clear what was the real reason your account has been blocked/closed.

Although we try to help the players with their issues, we also require their full cooperation.

There are still questions that were directed to you and have not been answered yet. I would like to repeat them again, and I will require all details from you. In addition, there is also one more detail that it would be good to verify on our side.

"In the meantime, while we will wait for the casino's response, could you please provide me with the information on whether you tried to withdraw your remaining balance by any alternative payment method? In the screenshot provided, I can see the casino advised you to use another payment method - what payment methods were available in your cashier for a withdrawal at the time your account was active?"

And another detail - can you please send me the same screenshots as you shared above, but with your email address clearly visible in the screenshots? Alternatively, you can do it as follows:

• Open your email inbox in one of the well-known and common internet browsers on a PC, click the right mouse button on each email conversation between you and the casino, choose the option "Forward as an attachment" from the drop-down, and send all of them to my email address (branislav.b@casino.guru)
• If I did not overlook anything, we have not been provided with any email communication (screenshot) stating your account was closed or blocked and why, so it would be highly appreciated if you could also send such an email to me

Looking forward to hearing from you.

Dear damtrongthucthuc,

We are extending the timer once again. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the requested information will be needed.

Best regards,

Branislav, Casino.Guru