Parimatch Casino BR - The player's account got closed.

Good afternoon! Parimatch Casino unreasonably accuses me of violating the casino rules (section 80.4) and confiscated all my money in the amount of $2,745.

On April 9, the casino indicated the following violations:

one Client has several game accounts (multiple registration, multi-accounts), including under a new name. The Betting Company does not recommend making bets for two or more Clients from the same IP address (one device, local network);

one Client uses the data of other persons to register new gaming accounts, including members of his family;

bets are made by a group of Clients acting in collusion in order to circumvent the restrictions set by the Betting Company.

I do not agree with the accusations of the casino.

I only have 1 account at Parimatch casino.

I have not used other names to register at Parimatch casino. I live alone. My parents, who live apart from me, do not play in the casino. Distant relatives are not members of my family, and I cannot and should not track their gaming activity.

I play alone. I did not create any groups acting by prior conspiracy and did not take part in such groups.

I know the rules of the casino and the responsibility in case of their violation.

I declare that I did not and do not have the intention to violate the rules of the casino.

I did not commit illegal actions indicated by the Parimatch casino.

However, the casino allegations are very serious and offensive to me.

I ask for your help in resolving the dispute with the casino.

Hello Anast,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Parimatch Casino. Please allow me to ask you a few more question before we would move forward.

How long have you been registered in the casino? Was your account already verified and if yes, since when? Did you play anywhere else in the last few weeks - other household or any other place where you had to use public connection? How much did you deposit into the casino in total?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Good afternoon! The registration date of my gaming account at the Parimatch casino is 02/16/2021. Account verified - 03/26/2021 received a letter from the casino about successful verification. I haven't played in a casino in the last few weeks. The amount of deposits at Parimatch casino is $34,348.

Hello Anast and thank you for your respond. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Anast,

From now on, I will assist you with resolving your complaint.

Before I invite the casino into this open thread, could you please send me the mentioned document or confirmation from the casino that your casino account is fully verified?

You can send it directly here, with your reply, or to my email address (branislav.b@casino.guru).

Hello, a screenshot of the verification successful completion email has been sent to: branislav.b@casino.guru.

Dear Anast,

I received your email. Can you please provide me with the screenshot, where I could clearly see your email address used for registration in the casino?

The casino probably needed newer documents for verification. The confirmation is more than a year old.

You mentioned the value of deposits at Parimatch Casino above. What is the amount you withdrew from Parimatch Casino, please? Did you play with bonuses?

For a better understanding of the situation, please let me ask you also what internet connection and a device did you use for playing in Parimatch Casino?

Hello, a screenshot of the verification successful completion email with the email address used to register at the Parimatch casino has been sent to: branislav.b@casino.guru.

I played without using bonuses, the amount of withdrawals for the whole time was $56235.

For games at the Parimatchz casino, I used my desktop computer with a ByFly home internet connection.

Thank you very much for your email and information.

I will contact the casino and try my best to resolve the issue as soon as possible. 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 from your point of view?

Thank you in advance for providing the information.

Hello!

Dear Branislav,

We sent you information about this complaint by email.

Greetings all,

Thank you, Parimatch Casino team. I replied to your email a while ago.

Unfortunately, we cannot accept the document you sent me as relevant evidence supporting the casino's decision to confiscate the player's winnings and/or block her casino account.

Could you please provide us with the explanation behind the casino's decision? And, if there was any breach of the casino's terms and conditions, can you please clarify it in more detail? Are you able to share with me relevant evidence that supports your claims? We would like to know clearly what exactly rule(s) was breached showing it through documents and/or data.

If the casino is not able to provide us with sufficient evidence, I am afraid we cannot move forward with this complaint and we will be forced to close it as unresolved.

Hello, Branislav!

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

Dear Parimatch Casino Team,

I answered your email a while ago. The provided explanation is not considered sufficient evidence to support the casino's decision to block the player's account and confiscate her balance.

Is the casino able to substantiate its claims with any data and/or evidence, please?

We would like to ask Parimatch 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 will have a negative impact on the casino's rating.

Dear Anast,

I was provided with additional information from the casino's representative.

Unfortunately, since we have not received any relevant evidence from the casino regarding its decision due to its internal security policy, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is also one more possible way how you can try to receive your winnings - I recommend you to submit a complaint with Curaçao eGaming authority directly. The complaint form is available through the Curaçao eGaming License validator on the official casino's website. In such a case, the casino is able to provide the necessary data to the regulator.

In case of any news or progress on your issue, please feel free to provide me with updates at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru