Parimatch Casino IN - Player’s account has been closed due to alleged fraud.

Hello

I was trying to withdraw money from my account and it was not happening so I contacted parimatch for the same. After that they have texted me that they are facing some server issue I said okay . I waited again and I again then chat with 2 or 3 customer support at parimatch they stated the same that there is a server issue then the 4th customer support agent said you need to go for further verification my I said okay I sent them my adhaar and photo with my bank statement. On the email there executive told me that will remove the restriction from my account which then again they sent me the same email that you need to send bank statements I sent it again to them and then they said that we have seen some suspicious activity which I didn’t do anything it was there issue and they made it mine and they write off my all money stating that you have done some fraudulent activity. I have each and every proof against them that they have told me they will remove restrictions and they was having issue with the server . Now they have blocked my account. I need my money and both my account back i didn’t do anything still I’m suffering from this please help

Dear Omkarrautt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Did you provide all the required documents in the correct format?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes Kristina basically I won 16 lacs on aviator after that I played some cricket bettings and I won my last bet I played of 34k and I won something 89k so my profit was around 54k

and that’s it so mostly I used to play cricket and aviator sometime I used to play football as well but this was some big profit I made and they took all that money saying I did any fraudulent activity. Kristina I did nothing it was all luck and knowing they write off my all winnings was really made feel bad that this reputed website I trusted did this to me please help me to regain my winnings I’ll be really grateful. Thank you to casino guru

1) I HAVE PLAYED AVIATOR AND CRICKET BETS & sometimes football

2) YES I HAVE SUBMITTED THEM EVERY DOCUMENTS PROPERLY I HAVE PROOF OF THAT

3) WITHOUT ACTIVE BOUS

My 455385 has been write off from them genuinely I did nothing and because of there server issue and misunderstanding even after submitting every documents . They was replying same again and again at last that there was a suspicious activity . Before this they agreed that it was there server issue and they will soon remove restrictions as well from my account I have a solid proof of this.

Thank you for your reply, Omkarrautt. Have you received any explanation regarding this situation? 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.

Yes I’ll attached you every screenshot first they told me there was a server issue which is running from past 3 weeks as I have confirm this with my friend as well so I reached out to them regarding this. I have forwarded them every information like my adhaar card and bank statement with my photo so I did that. Later as I have attached screen shot here they said they will remove the restriction from my account.

later on I saw that my account and my every documents were verified on app. But there email came to me and they stating there was a suspicious activity so we have to close this account and write off all the money and then they were sending me same email again and again. I genuinely regret now trusting them I have sent them every documents it were even verified and then even after they stating they will remove the restriction they write off all the money from my wallet and blocked my account forever and said will not revised this. Please help me with this

After verifying my every document they said it will take some three days more mostly and then they blocked my account and write off all my money I’ll attach you that screenshot as well so this is not done. I was quite frustrated as I have sent them documents n number of times. Being co operating with the team I have faced this issue. I want that money back in my wallet and my account to be unblocked as I did nothing according to them they are saying as the rule num 83 we have to close your account forever but I have not done any suspicious activity. So they can’t take my money from me I want that back and they have to accept this it was there mistake I have been sending you all the proofs.

I have sent you email Kristina as well I have forwarded all the proofs please have a look into this. I request you to take some action on this as this is not done. Please help me.

Thank you very much, Omkarrautt, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Yes please ask michal to help me out on this thank you Kristina

Hello Omkarrautt,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Parimatch Casino IN to join the conversation.

Dear Parimatch Casino IN,

Can you please provide information on why was the player's account blocked and winnings voided? If the player has breached your rules please forward any supporting evidence of the breaches to me at michal.k@casino.guru

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.

Michal, I request you to please look into this as they did not have any proof of blocking my account. They even told me that they would remove all restrictions from the account so I would be able to withdraw my winnings, and I have attached the screenshot. After this, they blocked my account and kept sending me the same message repeatedly, stating that they found something suspicious. 

I haven't done anything wrong. First of all, they don't have any explanation, and their customer support keeps ending the chat by saying, "The account is blocked forever, and you can’t play or withdraw any winnings." 

I want my money back as it is a large amount, and I won that fairly. Please ask them to provide proof and reply here, as I have shown every piece of evidence against Parimatch.

Michal I’m expecting a reply from parimatch and they don’t have any evidence I know this. Still they have blocked my account and write off my winnings. Please do something about this I need my account and my winnings back.

Dear Omkarrautt,

I regret to inform you that I have not yet received a response from the casino team. I will reach out to the casino representative again in hopes of receiving an update. Additionally, I will extend the timeline by three more days to provide your case with further opportunity for resolution.

Dear Omkarrautt,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Curaçao Interactive Licensing (helpdesk@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best Regards,

Michal

Casino Guru