Parimatchwin Casino - Player’s winnings have been reduced.

Hello everyone,

I deposited 155.11€ with this casino on 22nd April and received a 100% match deposit bonus.

At the moment I finished the wagering my balance was automatically cut by the system from about 1.015€ to 655€, leaving 500€ of winnings + my deposit.

Parimatchwin claims that this bonus had a maximum win amount of 500 EUR and therefore my balance has been cut by the system.

That claim is FALSE. The bonus did NOT have any maximum winning.

These are the bonus terms from that 100% Easter deposit bonus:

Parimatchwin casino states that term 8 would state a maximum winning. As you can see from the screenshots above, it does NOT. Point 8 states the maximum bonus amount you could receive by depositing which was 500€.

They have now changed their terms regarding this Easter bonus and added the word "winning amount" in term 8 and also edited the increased the amount to 800 EUR:

https://www.parimatchwin.com/promotions/easter-100

-These were not the terms from the moment I played and requested a withdraw, which you can see above on my screenshots. -

I also checked with their live chat agent BEFORE depositing, who assured me that there is no maximum winning from bonus funds (only from the free spins that I did not use). That is the chat log with their agent:

In conclusion:

1.) Bonus terms do not state any maximum winning from bonus funds.

2.) Chst agent does state that there is NO maximum winning from bonus funds

-> still my balance has been cut wrongfully.

I already tried to solve this matter with a) their live chat and b) their email support. They investigated the incident and stand by their decision. (you find that logs attached)

I kindly ask Parimatchwin to reinstate my wrongfully cut balance of about 360€.

On a side note: my account is fully KYC verified and I made deposits totalling 350 EUR and withdrawals totalling 4.200 EUR without any problems in the past.

Hello,

Thank you very much for submitting your complaint and forwarding all the relevant communication and screenshots. I’m sorry to hear about the issue and understand your frustration.

Sadly, I must emphasize that the rule differs from the one that has been presented to you by a live chat agent and stated in the T&C at the time when you redeemed the bonus.

Could you please advise if you have received any winnings already?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello everyone, hello Petronela,

thank you for reviewing my complaint! You are right, that the current bonus terms differ from the ones that were in place during my play and withdrawal. They wanted to retrospectively apply their changed terms (that NOW include a maximum winning) on me, which very clearly is against fair gambling. 600 EUR in winnings had been paid out to me, the rest (357€) had been wrongfully voided.

As soon as this complaint went public, Parimatchwin casino magically acknowledged their mistake and send me that email:

My wrongfully cut balance has been restored in the correct amount of about 357€ in real funds.

I will request a withdrawal. Until that withdrawal is processed, this complaint remains UNRESOLVED.

Thank you so much again, casino.guru team!

Hello everyone,

quick update: I requested a withdrawal now. Once it reaches my account, I will update this complaint accordingly.

I kindly ask Parimatchwin casino to handle my cashout urgently, because this whole process has taken far too long now and has caused me unacceptable inconveniences.

Until then, this complaint remains unresolved.

Parimatchwin casino is currently stalling my withdrawal of 400 EUR for ridiculous reason. I will update this complaint once we may or may not have progressed.

Hello everyone,

my cashout finally got approved by Parimatchwin casino (via bank transfer).

I will give an update once the wire transfer hits my bank account, which I expect to be tomorrow. Until then this remains unresolved.

Thank you so much for all the updates. I will be waiting for the last one patiently and hope you receive your winnings in no time.

Hello Petronela, hello everyone,

as expected, once approved, the withdrawal has hit my bank account in less than 24 hours. This complaint, therefore, is now resolved.

I would like to thank Parimatchwin for correcting their mistake and also especially a big thanks to the casino.guru team for this great platform.

Have a nice day everyone.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Rattekruemel, for your kind words 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