Parimatch Casino PE - Las ganancias de los jugadores han sido confiscadas.

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.

Hola, mi queja consta en que la casa de apuestas recientemente me ha solicitado una verificación adicional con datos como foto con documento de identidad y estado de cuenta bancario, ellos me solicitaron esta verificación adicional y me bloquearon la cuenta (no me permitían apostar ni retirar el dinero que tenia 2282.28 soles). Ahora me enviaron un correo diciendo que mi cuenta ha sido verificada, pero al entrar a la cuenta me deducieron todo el dinero que tenia acumulado. Ahora contactandome con soporte me dicen que me quitaron el dinero por incumplir una norma que en ningun momento he incumplido alguno de sus terminos y condiciones. Es muy injusto todo este tema ya que es una cantidad alta y se niegan a devolvermela. Porfavor apoyenme con una solucion. Adjunto fotos de pruebas

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

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

Hola Tomas y gracias por tu apoyo.

Quiero aclarar que este proceso de verificación adicional si lo completé y adjunto la foto del correo de la misma casa de apuestas en el que me indica la verificación exitosa; posteriormente a esto revisé mi cuenta y allí me doy cuenta que me habían deducido el total de mi dinero. Posteriormente consulto con su soporte y solo me indican que no había pasado el proceso (se contradicen con el correo) y que la decisión está tomada. Sigo insistiendo en que me aclaren la situación y me dicen que es por la regla 64 y la decisión esta tomada y es irreversible.

Ya llevo usando aproximadamente 5 meses esta casa de apuestas. Conseguí el saldo que me deducieron con apuestas de eSports (Dota 2 y Csgo). No utilicé ningun bono, lo conseguí con mis depósitos. La regla con la que se excusan el robo de mi dinero es la siguiente:

"La empresa de apuestas se reserva el derecho de invalidar el acuerdo de apuestas concluido (incluido el concluido antes o después del inicio del evento), de negarse a cumplir las obligaciones bajo dicho acuerdo (incluida la negativa a pagar cualquier ganancia), o de reembolsar cualquier apuesta realizada, si: 

Se determinó que:

•⁠ ⁠Un cliente tiene varias cuentas de juego (registros múltiples, multi-cuentas), incluido bajo un nuevo nombre completo. La red de apuestas no recomienda que dos o más clientes realicen apuestas desde una dirección IP (un dispositivo, red local);

•⁠ ⁠Un cliente utiliza los datos de otras personas para registrar nuevas cuentas de juego, incluidos sus familiares; 

•⁠ ⁠Las apuestas son realizadas por un grupo de clientes actuando en colusión para evadir las restricciones establecidas por la Red de Apuestas.; •⁠ ⁠Se sospecha que el cliente está utilizando algún software que automatiza el proceso de realizar apuestas;

•⁠ ⁠La cuenta de juego se utiliza para jugar en situaciones de arbitraje; 

•⁠ ⁠Una cuenta de juego no se utiliza para realizar apuestas y otros productos ofrecidos por la red de apuestas; •⁠ ⁠Hay un abuso de los programas de fidelidad. Esta decisión es final y no está sujeta a revisión"

Solamente me mencionan esa regla y no me dicen cuál es la supuesta acción que cometí que violaba alguno de esos términos, es decir, no me dan ninguna prueba de la acusación que hacen y el posterior robo de mi dinero. Cabe recalcar que en ningún momento he cometido algo contra alguna de esas reglas, tan solamente apostaba por entretenimiento mientras veía las partidas en vivo.

Esto es insólito y desagradable porque prácticamente la mayoría de ese dinero eran de depósitos que había hecho con mi tarjeta. Por eso digo que prácticamente es un robo lo que me están haciendo.

Por favor espero me apoyen obligándoles a que me devuelvan mi dinero y si no es posible, que me den alguna orientación para ir por medios legales, es decir si pudiesen brindarme información del representante en Peru de esta pagina de apuestas (RUC, dirección de ubicación en Perú y demás datos solicitados para presentar una denuncia ante las autoridades judiciales de Perú)

Gracias

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.