Parimatch Casino IN - La cuenta del jugador ha sido cerrada después de una victoria.

I was using my account and playing roulette and suddenly as soon as i won a bet, my account got blocked.

They say they need additional verification, i have already sent all documents and verification statements, still no help.

Parimatch acc no - *********

Dear iceman6864,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

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,

Dominika

Hi Dominika,

My verification and KYC was done long back, as my account is blocked by them stating they need some additional verification documents

I have provided them with all the bank statements, aadhar card (which is an identification proof in India), a selfie document which they wanted with my name and date.

I have provided these documents as soon as my account got blocked and parimatch team asked me to provide it and all documents are in current format.

I last sent them these documents on 2nd March, I have already sent them all the documents multiple times. Every-time when i ask them if there is any update on the request, i get a new email asking for the documents again, its like an endless loop and i am so worried and tensed because of this.

thanks

Archit

Dear iceman6864, have you been able to verify your casino account? If so, has your casino account been unblocked?

No not able to verify and account is still blocked and as i told, i got no email notifications from them, just on the site again they are asking for same verification documents i.e bank statements (which I have already provide them multiple times).

Dear iceman6864, have you submitted the requested bank statements after seeing the latest request on the website?

Yes i have send them the requested bank statements again.

Also shared them the screenshots of transaction history from my parimatch account.

Because one of the entry they are asking about is where transaction got failed on the account and no money got credited or debited so thats a fail entry in the account ( meaning that entry wont be in the bank statement since that transaction never happened)

Dear iceman6864, could you please share your communication with the casino regarding the verification and the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Is the casino claiming the account block is solely due to needing further verification?

I have emailed to you on the above mentioned email address.

Thank you very much, iceman6864, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear iceman6864,

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

Now, I would like to invite Parimatch Casino IN representative to join this conversation.

Dear Parimatch Casino IN, could you please provide more information about this case?

Looking forward to your reply.

Hello Dominika and Archit, I am here to help. Is it possible to get the Player ID? I see only **** in the first message.

Thank you, Archit! Give me 5 min to check, please.

Dear Parimatch Casino IN,

have you had an opportunity to review this case?

Dear Katarina, the user is marked as "billing fraud" in our system, I'll send you the proof on email (need the address)

Wow "Billing Fraud"

I would be very interested to see the proofs as well, cos i am trying to get the same from Parimatch for over 3 months now.

Calling me a billing fraud and this is what I am getting from parimatch meanwhile ( Asking for my passwords anyhow)

A simple thing there is no such thing as fraud by customers, its just parimatch is not capable of keeping a track of transactions or deposits.

All my transactions are clearly present on parimatch account history which are completed and which are pending.

Interesting thing here is as soon as i made a big deposit of 50K INR and placed it on roulette and won 50K INR in return and just moments after my account gets banned, doesn’t this sound fishy ?

I was using Parimacth for like 1-2yrs and my account was not previously blocked?

why suddenly after a big bet won this happened ?

My only request is I dnt even need my account anymore as I dnt trust parimatch

all I want is my bet money which i placed and which i won and nothing else.

Just to check parimatch india insta handle

why such positive replies on every post ??

Everyone has the same issue isn’t that strange too ??

Accounts getting blocked that too the deposit amount and not even winning amount

@Casino Guru

now parimatch is sending me email, when i sent them my bank statements

they are claiming that their experts are saying that bank statements are edited 🤣🤣🤣

I mean seriously ?? Will i be able to edit bank statements with all those transactions ids and all ??

Hereby attaching screenshots

I have been writing them since jan 1 when my account is blocked all they are doing is making excuses

i have sent them all verification documents

all bank statements

i have forwarded them bank statements email directly coming from bank only now

lets see what excuse they make now.

Dear Parimatch Casino IN,

we take all accusations very seriously. Please provide evidence supporting your claims and send it to katarina.d@casino.guru.

Dear iceman6864,

thank you for your messages and updates.

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.

Dear Parimatch Casino IN,

I have not received any email from you. Could you kindly send the evidence of billing fraud to my email katarina.d@casino.guru?

Dear iceman6864,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Katarina Duboak

We’ve reopened this complaint at the request of Parimatch Casino IN. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear iceman6864,

We have received notification that your account is currently under review by our risk team. Have you received any recent communication from the casino? Please advise of any new developments pertaining to this matter.

Dear Parimatch Casino IN,

Could you please provide the results of your investigation? Kindly send any relevant information to katarina.d@casino.guru.

Dear  Katarina,

The player has been referred for risk verification in accordance with KUS policy. Two months ago, we reached out to request the necessary documents for verification; however, we have yet to receive a response. Please find the last message attached as a screenshot.

Dear iceman6864,

If you did not see the message sent by our support team in the product chat or did not receive it, we are committed to processing your payments as a reputable casino. Kindly submit the required documents in response to this message, and I will promptly forward them to our risk team for account verification. Upon confirming your identity and reviewing the documents, we will be pleased to refund your money.

We assure you that we will do everything possible to expedite this process.

Thank you for your messages. I apologize for the delayed response. I was on sick leave and unable to reply.

Dear Parimatch Casino IN,

thank you for the information provided.

Dear iceman6864,

could you please provide the requested documents to the casino at your earliest convenience, please?

Dear iceman6864,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru