Parimatch Casino CA - Player’s requests to close account ignored.

Good Morning, 

I'd like to file a complaint about Parimatch Casino in that after MANY attempts asking them to close my account due to a gambling addiction they continuously refused resulting in me losing way over 6500 CAD dollars. I've attached all screenshots of my emails with them back and forth and they continued to say they would not permanently block my account and did ignore a lot of my initial requests. As a result, I lost a lot of money and I'd like it refunded back as I should never have lost it in the first place and they followed my request. It's incredibly irresponsible that a casino would refuse these requests when they in-fact do know there is a problem at hand. The blatant disregard is upsetting and insane. I've also attached all the deposits within that time frame that show the massive losses taken.

Regards,

Jake

Dear Stayfrosty94,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with Parimatch Casino.

To help us better understand your situation and work towards a resolution, could you please provide us with some additional information:

• Could you clarify the exact dates on which you made your requests to close your account due to your gambling addiction?
• Did the casino provide any specific reasons for refusing to permanently close your account?
• Have you received any communication from the casino acknowledging your requests or addressing the issue of your gambling addiction?
• Could you advise the exact URL of the casino website?

If you have any additional relevant communication or documentation regarding this issue, please forward them to petronela.k@casino.guru.

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

Good Evening,

I've forwarded all emails of correspondence with dates you have requested.

in regards to Parimatch shutting down my account permanently they always refused. You can see there responses within the emails I will be forwarding.

after informing the casino MANY times that I needed the account closed due to an addiction they continuously refused or offered me a bonus to stay.

the URL is attached below:

https://ca.parimatch.com/

Hello Stayfrosty94,

Thank you very much for forwarding all the emails. I see that you informed the casino about your gambling problem on September 7th, and the casino acknowledged your request the following day. However, despite being properly informed, they repeatedly reopened your account.

Could you please confirm if your account is still accessible?

If yes, please forward your full cashier history from September 7, 2023, onwards to petronela.k@casino.guru.

Thank you.

Good Morning,

yes, they have continuously refused to close my account and it is still open to this day. I've attached all screenshots of my entire history above.

it has gotten beyond crazy, It needs to be closed as they have continuously taken advantage of me and allowing me to keep playing.

screenshots have been sent to the email provided by you.

regards,

stayfrosty94

Thank you very much, Stayfrosty94, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Stayfrosty94,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

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.

Good Afternoon,

As I'm not surprised this organization Parimatch did not respond to this, I am quite frankly still disappointed. The organization has once again reiterated its principles of not caring for its customer base. It's an unlicensed, predatory casino that preys on people who continue to say to them they need to be self excluded from the site. Thank you CasinoGuru for the assistance for trying to find some sort of resolution but I seems that Parimatch simple does not care. For anyone looking into this site I will highly recommended you never use them as they have zero respect for anything related to responsible gaming and long list of other things as well.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Stayfrosty94,

I am very sorry about the situation, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website. Be aware that the Parimatch Casino CA is not licensed and has a questionable safety index on our site. 

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru