Parimatch Casino IN - Player believes that their withdrawal has been delayed.

Dear Casino Guru Team,

I am writing to seek your assistance with a withdrawal issue I have been facing with Parimatch. On July 13, 2024, I requested a withdrawal of ₹7200, which was marked as successful on the same day. Unfortunately, the amount has not been credited to my bank account.

Despite numerous attempts to resolve this issue through Parimatch's chat support, I have not received a satisfactory resolution. The support team initially indicated that there might be a delay due to processing time and requested my patience. I complied and provided my bank statement as requested, but the funds have still not been credited to my account.

Subsequent communications with Parimatch support have been frustrating. Although they acknowledged escalating the issue to the responsible department and working with payment providers, I have not received any concrete updates or resolutions. Additionally, recent attempts to follow up via chat support have resulted in significant wait times, and the chat sessions are often closed abruptly without a resolution.

I am reaching out to you in the hope that Casino Guru can intervene and assist in resolving this matter. The prolonged delay and lack of effective communication from Parimatch have caused significant frustration and inconvenience. I kindly request your urgent assistance to ensure that the funds are credited to my bank account without further delay.

I appreciate your immediate attention to this matter and look forward to your prompt response.

Thank you for your help.

Dear JoyLord1990,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear JoyLord1990,

Have you received your withdrawal from the casino yet?

Not yet

Thank you for your reply, JoyLord1990. 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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Dear Casino Guru Team,

Thank you for your prompt response and willingness to assist with my issue. Please find the answers to your questions below:

1. Have you made any successful withdrawals before?

Yes, I have successfully made withdrawals from Parimatch before this incident.

2. Could you please confirm that you have passed the KYC verification?

Yes, I have successfully passed the KYC verification process on Parimatch.

3. Did you accumulate your winnings with or without an active bonus?

I accumulated my winnings without any active bonus.

I hope this information helps you understand the situation better. Please let me know if you need any additional details or documents.

Thank you for your assistance.

When did you make the last successful withdrawal? Did you use the same withdrawal method in the past?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Sent an email. Kindly check.

Thank you very much, JoyLord1990, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Dear JoyLord1990,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Parimatch Casino IN's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Parimatch Casino IN,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Hi, Our experts are still working on his issue.

Dear Parimatch Casino,

I wanted to follow up on the status of this case. Have your experts completed their investigation, and are there any updates you can provide at this time?

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.

Hello JoyLord1990,

As the casino has not provided an update within the given timeframe, I must close this complaint as unresolved for now. If the casino provides any updates or decides to respond, I will reopen the complaint and continue the investigation.

Thank you for your understanding.

Dear JoyLord1990,

The casino has requested to reopen this case and has informed us that your funds were successfully transferred under the reference number 419523358834.

Could you please confirm whether you have received the funds?

Thank you.

Dear Casino Guru Team,

Thank you for your update. Unfortunately, I have not received the ₹7200 that Parimatch claims to have transferred under the reference number 419523358834.

Despite my repeated complaints, Parimatch has been misleading me about the transaction status. I provided them with my complete bank statement as proof that the amount has not been credited. However, they are now demanding a bank letter stating that the funds were not received, which my bank refuses to provide, as such a letter is not standard practice. Banks do not issue statements for transactions that never occurred.

Moreover, Parimatch has not provided the UTR (Unique Transaction Reference) number, which is a 16-digit universal tracking code used in India to trace transactions. This is a critical piece of information that any legitimate payment should have. Additionally, they have failed to provide any valid payment proof to confirm the actual transfer.

Their continued delays, lack of transparency, and refusal to provide proper transaction details strongly suggest that the payment was never processed. I kindly request your assistance in escalating this issue further, as Parimatch is clearly not handling this in good faith.

Please let me know how we can proceed further.

Best regards,

JoyLord1990

Dear JoyLord1990,  a UTR number is a 12-digit unique code assigned to each electronic transaction within India.

UTR Number of your transaction is 419523358834.

To track your funds, kindly reach out to your bank and provide them with the UTR number.

If your bank is unable to locate the transfer, please request a confirmation letter from them stating that the payment cannot be found with the provided details. You can attach it here or send to support@parimatch.in.

Dear Casino Guru Team,

Parimatch is once again misleading me regarding this transaction.

1. Incorrect UTR Format: The "UTR" number they provided (419523358834) is not a valid UTR number as per India's banking system. In India, a NEFT UTR number is always a 16-digit alphanumeric code, not just numbers. This alone indicates that they have not actually processed the payment.

2. No Payment Proof: Despite multiple requests, Parimatch has not provided any valid proof of transaction, such as a bank transfer receipt or a statement showing the debit from their end. If the transaction was genuinely processed, they should be able to provide a valid payment confirmation from their payment provider.

3. Bank Refusal to Issue a Non-Receipt Letter: My bank has clearly stated that they cannot issue a letter for a transaction that does not exist. Banks only provide statements of received or processed transactions, and since this amount was never credited to my account, such a letter cannot be issued.

To further prove my claim, I will now provide my entire bank statement to you (By email ), clearly showing that this amount was never received.

I kindly ask for your intervention to escalate this matter further. Parimatch has been avoiding accountability for far too long, and their refusal to provide legitimate transaction details strongly suggests that they never initiated the transfer in the first place.

Looking forward to your support in resolving this issue.

Best regards,

JoyLord1990

Dear Parimatch Casino,

I kindly request you to provide proof of payment (POP) for this particular transaction in PDF or any other convenient format. Please send it to my email address at jakub.m@casino.guru.

Thank you for your cooperation. I appreciate your prompt response.

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.

The proof of payment is the UTR number, which the client can provide to their bank to track the transaction. Unfortunately, we are unable to provide any other proof.

Dear Parimatch Casino,

I assume this number didn’t just appear randomly - you must have obtained it from somewhere. There should be a record in your system of this specific payment, so please provide any proof that it was actually processed on your end. Simply stating a UTR is not enough, as anyone could generate thousands of them and claim successful transactions.

Additionally, as I mentioned in another similar complaint with your casino - and as the player has also pointed out - banks typically do not issue confirmation for non-received payments, making your request impossible to comply with. In this case, the player's bank statement should be considered sufficient evidence.

Looking forward to your response.