The player from Peru had experienced issues with Parimatch Casino PE after an additional verification process. His account had been blocked and upon clearance, he discovered that his balance of 2282.28 soles was missing. The casino claimed the funds were removed due to a violation of rule 64, which the player disputed. The player had been using the casino for approximately 5 months, primarily for eSports betting, and had not used any bonuses. We were unable to assist the player as his main activity was eSports betting, which fell outside our area of expertise. The complaint was therefore rejected, and we had offered to provide the player with a list of websites that might have been able to assist him.
Parimatch Casino PE - Player’s winnings have been confiscated.
Amount: 2,287 S/.
Parimatch Casino PE
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
Parimatch Casino PE has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Hello, my complaint is that the betting house recently requested additional verification from me, such as a photo with my ID and a bank statement. They requested this additional verification and then blocked my account (I wasn't allowed to bet or withdraw the money, which was 2282.28 soles). Now they've sent me an email saying that my account has been verified, but when I logged in, all the money I had accumulated was gone. Now, after contacting support, they tell me that they took the money away due to some rule violation. However, I know I never violated any of their terms and conditions. This whole situation is very unfair, especially considering the large sum involved, and they refuse to refund it. Please help me find a solution. I have attached proof photos.
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8 months ago
Dear d4vid,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Parimatch Casino PE.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long you have been a player of the casino?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Which rule did the casino use as justification for removing your funds?
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,
Tomas
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8 months ago
Translation
Hello Tomas and thank you for your support.
I want to clarify that I completed this additional verification process and attached the photo of the email from the same betting house in which it indicates the successful verification; After this I checked my account and there I realized that they had deducted all of my money. Later I consult with their support and they only tell me that the process had not gone through (they contradict themselves with the email) and that the decision has been made. I continue to insist that they clarify the situation and they tell me that it is because of rule 64 and the decision has been made and is irreversible.
I have been using this betting house for approximately 5 months now. I got the balance that was deducted from me with eSports bets (Dota 2 and Csgo). I didn't use any bonus, I got it with my deposits. The rule with which they excuse the theft of my money is the following:
"The betting company reserves the right to invalidate the concluded betting agreement (including one concluded before or after the start of the event), to refuse to fulfill the obligations under such agreement (including the refusal to pay any winnings), or to refund any bet placed, if:
It was determined that:
• A customer has multiple gaming accounts (multiple registrations, multi-accounts), including under a new full name. The betting network does not recommend that two or more clients place bets from one IP address (a device, local network);
• A customer uses other people's data to register new gaming accounts, including their family members;
• Bets are placed by a group of clients acting in collusion to evade the restrictions established by the Betting Network.; • It is suspected that the customer is using some software that automates the process of placing bets;
• The game account is used to play in refereeing situations;
• A gaming account is not used to place bets and other products offered by the betting network; • There is an abuse of loyalty programs. This decision is final and is not subject to review."
They only mention that rule to me and do not tell me what alleged action I committed that violated any of those terms, that is, they do not give me any proof of the accusation they make and the subsequent theft of my money. It should be noted that at no time have I committed anything against any of those rules, I was only betting for entertainment while watching the games live.
This is unusual and unpleasant because practically most of that money was from deposits I had made with my card. That's why I say that what they are doing to me is practically a robbery.
Please, I hope you will support me by forcing me to return my money and if it is not possible, that you give me some guidance to go through legal means, that is, if you could give me information about the representative in Peru of this betting page (RUC, location address in Peru and other information requested to file a complaint with the judicial authorities of Peru)
Thank you
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8 months ago
Thank you for your reply, d4vid. I would like to emphasize that our forum Casino. guru deals with complaints regarding online casinos only. I understand it must be difficult for you. Still, unfortunately, we don’t have enough insight to take on this kind of issue if you have predominantly focused your betting activity on e-sports betting.
However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.
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8 months ago
Translation
Please share that information with me Thomas
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7 months ago
Thank you for your understanding. I will send you the list of suggested websites via email after closing this complaint.
Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future
