Parimatch Casino BR - The player's winnings were not credited.

I won the jackpot in the game Fighter 777. But only half of the amount got into the account, and the second half of the amount remained in the game. According to the rules, when the jackpot is won, it starts to collect from zero, but for some reason, just half is won and the second half continues to remain in the game. And this is the second such case. In the first case, I was told that there was another winner, but again, why then was my half of the winnings credited to my account and this amount was deducted from the jackpot amount and his half of the amount was not?

Earlier I won in the same game in another casino, there was no such problem.

Support does not provide any information other than empty words.

I am attaching a screenshot where the winning amount is visible and it is clear that the second half of the amount is still hanging in the jackpot.

Hello opsu,

Thank you very much for submitting a 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.

Do I understand it correctly that it is not the first time is it happening? Did the casino in any way prove that there were multiple winners?

I've checked the game terms and the winning really should be divided between the winners. It is also mentioned that there might be technical issues showing the total price pool and when this occurs, the game shouldn't be available for a while. Did you follow it for a longer time to see if it's changed or it still remained the same amount?

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

Regards,

Nick

1. Yes, this is not the first time this has happened. In January in the same game I won the 12k jackpot but also only half of the 6k jackpot went into my account.
2. The casino did not give any evidence that there were several winners. All my requests for written proof or a screenshot to back up their claims have been denied. As others have told me, we are not allowed to distribute this internally, meaning I have to take their word for it.
3. There were no technical problems with displaying the total price pool, I followed the game for more than one day and the amount just collected further from that remaining half.

Thank you very much opsu for all the information. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it and I hope we will be able to help you out.

Regards,

Nick

Hello opsu,

I am sorry to hear about your troubles.

In this situation, I would like to invite the casino representative into the case.

Could you please explain to us what happened and why?

Hello!

You have repeatedly addressed this issue to the support service. Our specialists passed the information to the provider for a detailed check and received a response from the provider earlier. The amount of the jackpot is divided among all the players who take part in it, more precisely in its drawing, you took most of the jackpot, the amount that was credited to you is correct.

Then why didn't the jackpot amount reset to zero, as it should be according to the rules of the game? I already wrote that I won this jackpot on other resources and there, as expected, the jackpot began to collect from zero

And as for the provider’s appeal, I want to say that the support service said that they didn’t give any requests to the provider and in general they don’t do this, and if I want to, I can make a request myself.

In addition, they told me that the jackpot amount was only 32,000 and I took it in full, and now they tell me that I took only a part of it. It turns out it is not clear who the casino representative or the support service is lying to me now.

Thank you, Parimatch Casino representative, for the reply, but would you mind explaining the questions that Opsu asked one more time? From his multiple pieces of evidence, it looks like he got one half of the jackpot, but the other one stays in the jackpot pool. This is not how it should work. S please explain to us why this happened.

Hello!

The client has received the correct Jackpot amount. The total amount was UAH 34,275. The client received the largest part of it - UAH 34,175. The remaining 100 UAH was received by another player who also participated in the Jackpot. The fact that the client displays the amount - he needs to clear the cache file history on the device. The enrollment information was passed to the provider several times and verified.

The incompetence of the parimatch representative, who apparently did not even try to get to the bottom of the issue, is simply amazing.

1. The jackpot is divided equally between all players depending on the bet.

Here is an extract from the rules:

The jackpot is divided between the winners in accordance with the proportion of the size of the bet of such a winner to the sum of the bets of all winners.

For example, if you made a bet of 5 rubles and the sum of bets of all winners is 100 rubles, you will receive 5% of the jackpot.

I had a minimum bet of 0.90 kopecks, the second player can’t win 100 hryvnias in any way, because for such a win he had to bet 0.00009 kopecks, which is simply impossible in the game because the minimum bet, as I already mentioned, is 0.90 kopecks.

2. On that day, I played for more than one hour and the jackpot was in my mind all this time and I can confidently say that it was exactly 64 thousand and not 32, as the representative of parimatch claims.

3. Regarding clearing the cache, I already answered this question that, firstly, I did it on the advice of the support service and I want to note that nothing has changed, and the second, as I already answered, but apparently the representative of parimat did not read carefully, I followed it for a week and the jackpot amount did not reset to zero, but simply accumulated further.

4 Lastly, you state that the Registration Information was passed to the provider and verified several times. But here is an extract from the correspondence with the support service where they claim that they did not make a request to the provider:

Parimatch Support, [27.02.2022 14:05]

Hello!👋

How can we help?

Andrey, [27.02.2022 14:05]

How to send a request to the provider to get the history of winnings for a certain day?

Parimatch Support, [27.02.2022 14:10]

We recommend that you try contacting your ISP. We do not have this information. There may also be a betting history in the game, please check.

Andrey, [27.02.2022 14:11]

Then please contact

Parimatch Support, [27.02.2022 14:12]

No, we do not transmit such requests.

Parimatch Support, [27.02.2022 14:12]

we*

Andrey, [27.02.2022 14:13]

How do you not pass it on? A month ago there was a similar problem and the support assured that he was making a request to the provider. So it turns out I was lying then or now they are lying?

Parimatch Support, [27.02.2022 14:15]

Winning history queries are not transmitted, please log in to the provider you are interested in and try to apply yourself.

I want to note that after winning the amount of 34 175 UAH, the amount of the jackpot remaining in the pool was exactly the same 34 175, that is, exactly half. In the screenshot, the jackpot amount is 34175 (one hundred hryvnia more) only because the screenshot was taken half an hour after the win, and since the progressive jackpot, this amount of one hundred hryvnias simply accumulated over this period of time.

I ask you to give a request to the provider and publish the answer to us, which will solve the issue once and for all.

I also ask you to give an answer to the representative of the casino guru. Do you provide assistance in resolving disputes through the courts?

Dear Opsu.

In this situation, we can't evaluate what really happened without some official statement from the game provider.

However, the casino is licensed, and you don't need to go to court.

Just check this website: https://verification.curacao-egaming.com/validateview.aspx?domain=parimatch.com

On the bottom of the page, you can submit your complaint to the casino's regulator (Curacao - the best of 4 licenses that Curacao has, service is free of charge)

I think contacting the regulator is the best possible option for you now.

Dear Opsu.

Can you please confirm that you contacted the regulator?

.

Dear Opsu.

It looks like you accidentally deleted your message.

Could you please confirm that you contacted the regulator?

Thanks, Opsu.

I will now close the complaint as unresolved with status: waiting for the regulator's decision.

Please reopen the complaint when you will get an official response from the regulator.

We’ve reopened this complaint as per the casino's request.

We received evidence from the casino that the regulator ruled this case in favour of the casino. Therefore we will close this complaint accordingly.

Dear Opsu, is there something you would like to add to this case?

What is there to add?

After sending a complaint to the regulator, exactly three casinos later, Parimatch paid me the second part of the missing jackpot amount, namely UAH 34,000, with an apology. But for some reason, they still continue to lie that the regulator has taken their side. I think their lies are based on the desire not to spoil their reputation.

In general, the conclusion is that the money was paid to me in full, I have no more claims.

On my own behalf, I want to add more deceitful support staff than I have ever met at the Parimatch casino.

If someone has controversial issues, I advise you to contact the regulator directly, because this is the only way to get the truth. From the support service, apart from endless lies, nothing more can be achieved.

The case can be closed.

Hello all!

Dear Opsu,

We're sorry you felt that way after this incident, but we note that we've continued to monitor the case to make sure you received your winnings correctly. In the course of this, a bug was identified, due to which a misunderstanding turned out, which we sincerely regret.

In any case, the winnings were credited in full, and we are sorry that such a situation arose. You have also been credited with a bonus for this moment as an apology. Once again we apologize.

Dear Opsu,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.