Parimatch Casino IN - Withdrawal of player's winnings has been delayed.

I have placed a withdrawal request of Rs.20,000 on 12-07-2024. It's 24-07-2024 still didn't received funds in my account. When I contacted parimatch regarding this issue they are giving me a reference number and asking me to check with my bank. I asked my bank and they are saying that they didn't receive any update regarding that reference number and asking to contact sender's (Parimatch) bank. Now parimatch is asking official letter from my bank regarding this issue. How come any bank gives official letter when the transaction didn't received to their end? I shared the email screenshot copy from bank's customer care but Parimatch is asking official letter. When I asked for transaction details Parimatch is giving me only reference number instead of sender and receiver details, transaction date etc., like a receipt. Please kindly resolve this issue.

Dear girishcas,

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

Thank u for your response. My account is KYC verified and received previous withdrawals more than 10 times within 24hrs. This withdrawal requested on 12-07-2024 is showing as approved from 2nd day of request date from 13-07-2024. At first they asked me to wait for 5days business days and asked to raise complaint after 19-07-2024. When I contacted after 5days they asked for bank statement. After verifying bank statement they gave me a reference number and told to contact my bank. I have contacted my bank through email and phone call. They said that they couldn't find any transaction details with the mentioned reference number and asked to contact sender's bank. Now parimatch is asking official letter with my bank seal and asking to mention that the transaction is not happened with the reference number. I contacted my bank for the letter and they are not ready to provide any letter regarding that. My bank is saying that they didn't get any transaction either successful or failed regarding the reference number then how come we give letter with an unknown reference number. I have provided statement and screenshot of email conversation with bank as proofs. I can't provide letter from my bank as my bank said no possibility of providing the letter for unknown reference number. Kindly resolve this issue.

Dear girishcas,

Have you received your withdrawal from the casino yet?

No Kristina. Not yet.

Any update kristina?? It's been 3days..

I'm checking Casino Guru every hour for update. I truly believed that you'll help me resolving this issue within a week like u did to others in the past. But this time your response is delayed for nearly a week. Please resolve my issue as soon as possible.

Thank you for your reply, girishcas. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you made the last successful withdrawal?
• Did you use the same withdrawal method in the past?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Hi Kristina,

I made previous successful withdrawal of Rs.5,000 on same day 12-07-2024 in the afternoon. Pending withdrawal of Rs.20,000 on 12-07-2024 around midnight. I used same withdrawal method. I didn't use any bonus.

At this rate My issue is going to take a month or more to be resolved I guess. U guys usually resolve Issues within a week to 10days. What happened now Kristina? Taking too much time now a days.

Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Could you 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.

Hi Kristina,

I have sent the details to your email id. Kindly do the neeful.

I'm attaching all the relevant conversation between me and Parimatch. With email conversation with Bank. Please keep this images private.

Screenshots of email conversation with bank and Parimatch

Thank you very much, girishcas, for your cooperation. I will now transfer your complaint to my colleague Jakub (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.  

Thank you so much Kristina. Hope my issue will be resolved soon.

Dear girishcas,

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

Thank you for your response Kubo.. No updates from Parimatch.. They keep giving reference number and asking for confirmation letter from bank.. But bank is not ready to give letter as the payment of the given reference number didn't reach their end.. Bank is saying bank statement and email conversation are proof for unsuccessful payment. Our bank asking to contact sender's bank whether transaction status from sender's bank is successful or returned.

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.

Hi! Client was sent an email requesting the email correspondence with the bank.

Hi Parimatch. Thank you for your response. I have sent the screenshot of email conversation with bank and bank statement through email to your support email ID. I'm attaching screenshot here also. Please verify and do the needful. Hi Kubo. Thank you for examining my issue. Please hide the attachment as private.

.

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Hi Parimatch, Any update on my issue? It's been 45days since I made withdrawal request.

Dear Parimatch Casino,

I noticed that the correspondence with the bank, which you requested from the player, has already been sent to you. Could you please provide an update on the current status of the case?

Clients WD was successful with the following UTR- ***************, Client will need to confirm with his bank.

God knows what that reference number mean. I have already provided the information I got regarding that reference number. I have contacted my bank and gave Parimatch an update regarding that. I have seen numerous complaints about Parimatch withdrawal system online that ends up with this kind of reference number. Especially Parimatch India. Parimatch is giving same update again and again and forming a loop. They are passing time till the client loses his patience and give up that amount. We losers believed few useless celebrities marketing this crap casino portal and getting scammed. Kubo, Thank you for your follow-up. Now u can understand my situation from past 1 month I guess.

I think Parimatch is not aware of banking system in India. Their third-party agents are handling withdrawals. If the transferred amount didn't reach to the receiver bank account the said amount will be returned back to sender's bank account within 48hrs. In extreme cases it will be returned back by end of the month i.e., July 31st, 2024. Parimatch can verify the statement of sender's bank account. The amount should have returned to their account with the same reference number that u have provided.

Dear girishcas,

As I noticed there has been a ticket created with your bank support but there is not any response from the bank regarding the transaction. Did you already get a details from the bank support regarding this transaction? If so, please attach the screenshot here. We need the confirmation from the bank that funds haven't reached your account.

Thank you.

Hi Kubo,

Thank u for your response. Please check the attachment for responses from bank. Please check for dates also. They give the update in on paragraph only. Remaining text is a template in Local language.

I have raised the query with my bank today. Check the date, Ticket number and subject of the mail. I'll update the response from the bank when I received.

Hi Kubo, Please check the attachment for recent bank response. Please check the marked text for relevant response from bank.

Dear girishcas,

Thank you for sharing the screenshots.

Dear Parimatch Casino,

As you can see, the player has provided the requested correspondence with their bank. According to the evidence, the bank was unable to trace the transaction. Could you please recheck this specific outgoing transaction with your payment provider and confirm whether the payment has returned to your account? What steps do you recommend we take from here?

Thank you.

Hi Kubo

Thank you for your response. Seen various similar complaints about Parimatch where Parimatch has refunded the amount to their Casino account within a month. Seen few on CasinoGuru portal itself. It seems this issue is frequent in Parimatch. It's beens 2months since my withdrawal request. Their support system just gives same update again and again. CasinoGuru is the only hope for me to get my money back.

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.

I don't understand how parimatch planned to survive in India. If they can't sort out minor issues like this in time nobody will use this portal. It's been more than 2months since I made my withdrawal request. Such an irresponsible support system. I'm trying my best to request politely.

Dear Kubo,

Is there any other option for me if Parimatch won't respond to this complaint in time?

Hi girishcas,

I wanted to inform you that since Kubo, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Kubo possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted.

Thank you for your understanding and continued patience.

Thank u for the update Petronela..

Dear girishcas,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Interactive Licensing Authority and submitting a complaint by sending a summary of your issue to info@curacaolicensing.com or helpdesk@curacaolicensing.com. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo