Parimatch Casino IN - Player's account and winnings are blocked after a disputed bet.

Provider: Parimatch https://pari-match-bet.in/en

Balance: 60711.7 INR (Indian Rupee)   682.48 EUR

User ID: 817848998

Registration date: September 26, 2022

Hello,

As of yesterday, September 19, 2023, Parimatch has opened a verification process. Before that, I was fully verified as of September 26, 2022. Ever since I placed my tennis bet. The game was canceled due to injury. Parimatch considered the bet a loss. I then requested this via email. Unfortunately I have not received an answer to date. I got the answer in the chat because they had simply blocked my account from betting and withdrawals.

Since yesterday I have had an intensive email exchange with Parimatch. I have been fully verified since registering. There were never any problems with withdrawals. Parimatch asked me for new documents. My ID card / selfie with ID / and bank statements from my Binance account as PDF. I politely submitted all of this later. The answer I got several times was that no screenshots would be accepted. You can clearly see that it is a PDF file. This is originally downloaded from the crypto exchange (Binance). I have emailed the statements several times. Then the message came that a bank statement from September 1st to the current date was required.

Since I have stated that I will forward this to the licensing authority. The verification was canceled by Parimatch and my balance has now been deleted. My money was withdrawn without notice. Although Parimatch defines that you have 30 days for verification. The accounts would then be closed.

It is clear that Parimatch is not ready to pay out my money. But I'm entitled to it. I have submitted all required documents and am happy to send more.

I also contacted the authorities at crimes@gaminglicences.com. All the screenshots I sent to Parimatch. And the history of email exchanges with Parimatch

Anbieter: Parimatch   https://pari-match-bet.in/en

Guthaben: 60711,7 INR (Indische Rupie)

User ID: 817848998

Registrierungsdatum: 26.09.2022

Hallo,

seit gestern den 19.09.2023 eröffnete Parimatch ein Verifizierung-Prozess. Davor bin ich vollständig verifiziert gewesen, seit dem 26.09.2022. Seitdem ich meine Tenniswette abgegeben habe. Das Spiel wurde aufgrund einer Verletzung abgebrochen. Parimatch hat die Wette als Verlust ausgewertet. Dies habe ich dann per E-Mail hinterfragt. Nur leider bis heute keine Antwort darauf erhalten. Die Antwort habe ich im Chat erhalten, da man einfach so mein Konto blockiert hatte auf Wetten und Auszahlungen.

Seit gestern habe ich mit Parimatch ein intensives E-Mail Austausch. Seit meiner Registrierung war ich vollständig verifiziert gewesen. Es gab nie Probleme bezüglich bei den Auszahlungen. Parimatch haben mich um neue Dokumente gebeten. Mein Personalausweis / Selfie mit ID / und Kontoauszüge meiner Wallet per PDF. Dies habe ich zuvorkommend alles nachgereicht. Als Antwort bekam ich mehrfach das kein Screenshot akzeptiert werden. Es ist deutlich erkennbar, dass dies eine PDF-Datei ist. Diese ist Original heruntergeladen von der Kryptobörse (Binance). Ich habe mehrfach erneut die Kontoauszüge gesendet. Daraufhin kam die Mitteilung, dass ein Kontoauszug von 01.09 bis Aktuell gefordert wurde.

Seitdem ich mitgeteilt habe, dass ich dies der Lizenzbehörde weiterleiten werde. Wurde die Verifizierung abgebrochen von Parimatch und mein Guthaben ist jetzt gestrichen. Ohne eine vorherige Anmerkung darüber das mein Geld gestrichen wird. Obwohl es von Parimatch definiert ist, dass man 30 Tage Zeit hat für die Verifizierung. Danach würden die Konten geschlossen werden.

Es ist deutlich zu erkennen, dass Parimatch nicht gewillt ist mein Geld auszuzahlen. Dies steht mir aber zu. Ich habe alle geforderten Dokumente eingereicht, bin gerne bereit weitere zu schicken.

Ich habe mich zusätzlich an die Behörde gewandt  complaints@gaminglicences.com. Alle Screenshot mit bei die ich an Parimatch gesendet habe. Und den Verlauf von E-Mail Austausch mit Parimatch

Dear vogti87,

Thank you very much for submitting your complaint and forwarding the relevant screenshot. I’m sorry to hear about your problem. As you might know, our Forum Casino.Guru deals with complaints regarding online casinos only, not sports betting. However, since this issue seems to be related purely to unsuccessful account verification, we will try to help you.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? 

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 

Hello Petronela,

First of all, thank you for your help and opening this complaint.

Regarding KYC, I am aware that there are strict requirements that must be adhered to.

I have properly submitted the required documents several times.

This is a copy of the first email from Parimatch:

Dear Henri,

We sincerely appreciate you reaching out to Parimatch.

Kindly be informed that, according to our terms and conditions number 92, if necessary, the Betting company may require additional proofs of identity at all times, regardless if the Client has passed the primary account verification.

Hence, the profile department has requested that you send the following documents to us in email (support@parimatch.in):

-Selfie with 2 documents holding in hand: Aadhar Card and Paper, on which you should write your Name, Surname, Date of your request and "For Parimatch".

Please note that the picture and documents should have all 4 corners visible, be clear, readable, your face should be included in the frame.

-Payment Card statement or Wallet Statement (bank logo, your name and address) for your transactions within the period of the last 30 days.

In order to speed up the verification process, we kindly ask you to send all these documents to us within 24 hours.

We would like to inform you that due to the company’s policy, you have one calendar month (30 days) to complete the verification process. Failure to do so will result in the closure of your account. Please kindly refer to our terms and conditions number 91,92 under the link:

https://parimatch.in/en/terms-and-conditions

We will be waiting for you to provide some necessary information so that we may further assist you accordingly.

Sincerely,

Parimatch Support Team

Rubina

Customer support

As I said, I have submitted all documents requested by Parimatch. Parimatch kept checking for a problem with my sent statement. Initially it was a screenshot that was not accepted. I then downloaded the statement in the original PDF format from my crypto exchange account (Binance), the last two withdrawals, and sent it to Parimatch. After several email exchanges, Parimatch always wrote that screenshots were not accepted. It is clear to see that this bank statement is not a screenshot. Since I couldn't find a solution after writing for a long time, I had to inform Parimatch that I would refer the matter to the authorities: crimes@gaminglicences.com / info@gaminglicences.com / helpdesk@curacaolicensing.com.

I am currently waiting for a response from the approval authority. Parimatch then completed the verification process. My entire balance (INR 60711) was confiscated. I can currently still access my Parimatch account. When I forwarded it to the licensing authority, I received another response from Parimatch. I will also copy this below and also my answer on Parimatch.

Dear Henri,

Thank you for contacting Parimatch!

Your patience and cooperation are much appreciated. We are writing to inform you regarding your email about your issue.

Kindly ignore the previous email that was sent to you.

We checked your account and got to know that, you cannot play with us as you are registered from Germany, and through our terms and conditions, some countries cannot play with us where by Germany is one of them. Kindly check our terms and conditions rule number 14. Please accept our apologies for the inconveniences.

Kindly refer to this link: https://parimatch.in/en/terms-and-conditions

​​​​​​​​​​If you have any other questions or issues apart from this, feel free to contact us whenever you need further assistance.

Sincerely,

Parimatch Support Team

Sunayna

Customer support

A completed verification after my registration.

Asked again in the chat yesterday, September 22, 2023. Parimatch has been confirmed to accept German customers. You can register with a German phone number

Lieber Henri,

​​​​​​​Vielen Dank, dass Sie Parimatch kontaktiert haben!

​​​​​​

Vielen Dank, dass Sie sich an uns gewandt haben. Leider wurden wir nach sorgfältiger Prüfung darüber informiert, dass Sie in Ihrem Konto verdächtige Spielaktivitäten durchführen.

Im Hinblick auf die obige Aussage möchten wir Sie darüber informieren, dass wir uns entschieden haben, Ihr Konto für immer zu sperren, was bedeutet, dass Sie leider nicht weiter bei uns spielen können. Wir entschuldigen uns für die entstandenen Unannehmlichkeiten.

Wir helfen Ihnen gerne weiter. Wir wünschen Ihnen noch einmal einen tollen Tag!

Aufrichtig,

Parimatch-Supportteam

This was Parimatch's response to my last email. Despite everything, Parimatch credited the confiscated money to my account. The only thing I lost is the account. I suspect that they associate my unusual gambling behavior with the unequal stakes. This is simply because I converted the INR into EURO. Then I placed the bet accordingly. I can live with it. The competition never sleeps. It's a shame that no one from the licensing authority helped me.

I apologize for the delayed response. Thank you, vogti87, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear vogti87,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Ja hat es sich erledigt. Parimatch hat mir zum Schluss das Geld zurück bezahlt. Danach aber mein Konto geschlossen. Weil Sie höchstwahrscheinlich bemerkt haben das ich viele gewinne einfahren konnte.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, vogti87, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru