Parimatch Casino UK - Player’s account has been blocked.

I won 6 grand at parimatch uk, had to verify which I did before withdrawing and then they closed my account and won't payout my winnings!!!

Dear Emmaj576,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

 

I registered my account about 4 weeks ago and i completed the account verification for identity and enhanced identity fine, was waiting on utility bill and deposit proof to be approved. I've only been playing slots (big bass splash) and this was without an active bonus, my money solely. They emailed saying that they couldn't verify my documents and that they didn't match the account (which they fully did!!) I already had identity approved and verified was just utility and deposit which I uploaded fine. They won't payout I am owed £6000 . Only asked for documents after I tried to withdraw this and they've closed my account I can't even login

Also they declined one document as said it was too blurry so I uploaded another which support staff on live chat said it would be fine, but then my account got closed and can't even login to upload any others even though there is nothing wrong with the ones I did

Thank you very much, Emmaj576, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Emmaj576,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Parimatch Casino UK to join the conversation and participate in the resolution of this complaint.

 

Dear Parimatch Casino UK ,

 

Can you please clarify the reason for the player's account having been blocked?

 

Kind regards,

Adam

Thankyou for that, I'm not receiving any emails back last one was that my documents didn't match but they did. I want to know how I can get my money??

Waiting response

Hello Emmaj576,

Please provide us with your game account number, as we couldn't find your account in the database using your email address.

Not had any response from security on email been sending few emails yet nothing, are you going to pay out my winnings or advice how?

Dear Emmaj576, account number consists of 9 digits. You have entered only 8 digits.

No. Twice I have been on live chat they've confirmed account number is 12627520. My email is davidr6783@gmail.com

That is what your advisors are giving me, so why are you trying to make it even harder for me?

Dear Emmaj576, 

We are sorry but we cannot help you. The account numbers on our website consist of 9 or 7 digits. Your account is not registered on our website. Please contact the support team of the site you are registered with for help.

Dear Parimatch Casino UK,

According to the screenshots provided by the player, they have been speaking to support at parimatch.co.uk. Is this not the correct website?

Kind regards,

Adam

Dear Adam,

That's right, gambling accounts on our website have a different number of digits. The customer is playing on another website for which we are not responsible and do not have the technical ability to check the information. We advise the customer to contact the support of the website where they are playing (usually the support contacts are listed in the relevant section of the website) 

Dear Parimatch Casino UK,

Can you please clarify the URL of your website?

Kind regards,

Adam

Dear Adam, we have written all the details in a letter to your email. Thank you for your cooperation 🤝

Thank you, Parimatch Casino.

Dear Emmaj576, 

I have since been provided with contact details for the correct person regarding your complaint, but I am yet to receive a response from them so I will contact them once more. In the meantime, please let us know of any developments.

 

We would like to ask Parimatch Casino UK to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

 

Kind regards,

Adam

Dear Emmaj576, 

The casino has responded and stated that they are unable to provide any information to a third party regarding this complaint, so there is nothing more we can do to assist you in this matter. 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 the IBAS – an alternative dispute resolution service (https://www.ibas-uk.com/consumers/claim-wizard/), and submit a complaint to them. It collaborates with the UK Gambling Commission and has better options and tools to help players. The next step would be contacting the UK Gambling Commission itself (https://www.gamblingcommission.gov.uk/public-and-players/guide/complain-about-a-gambling-business). Please let me know how the ADR responded (adam.m@casino.guru).

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

Best regards,

Adam