Parimatch Casino IN - Dobici igrača su konfiskovani.

Subject: Complaint Against Parimatch – Account Balance Written Off Without Reason

Hello Casino Guru Support Team,

My name is [name hidden by Casino Guru], and I am submitting this complaint against Parimatch regarding an unfair action taken on my account.

Casino Name: Parimatch

Player ID: [hidden by Casino Guru]

Registered Email: [email address hidden by Casino Guru]

Amount Written Off: [disputed amount hidden by Casino Guru],

My Parimatch account was fully verified with valid government ID and bank statement. Suddenly, the casino blocked my access and wrote off my wallet balance of [amount hidden by Casino Guru], under "Rule 88" without giving any notice, proof, or explanation of which rule I actually violated.

I have repeatedly requested Parimatch to show evidence and clarify the exact reason for blocking my account and removing my money. However, they only send automated replies stating that their decision is final.

This is a serious issue and appears to be a violation of fair gaming and user rights. I request Casino Guru to kindly review my case and help me recover my balance or get a proper explanation.

Please let me know if you require any further documents or screenshots. I am ready to provide full proof of my verified account and the sudden deduction.

Thank you for your support.

Sincerely,

[name hidden by Casino Guru],

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you have made any successful withdrawals from this casino before?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Did you accumulate your winnings with or without a bonus?

Could you please forward me the email you received from the casino after your account was blocked and your balance confiscated? My email address is veronika.f@casino.guru. Alternatively, you may post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Veronika,

Thank you for your response and willingness to assist me.

To answer your questions:

Successful Withdrawals: Yes, I have made several successful withdrawals earlier without any issue. Most of the time, I lost money, but in recent weeks I had a good winning streak and placed withdrawal requests.

Games Played: I mainly played Cricket, Aviator, Aviatrix, and Tennis.

Bonus Usage: I have used bonuses in the past, but I always completed the wagering requirements fully before making any withdrawal request. In fact, without completing the wagering, withdrawals are not even allowed by the casino system. Therefore, the winnings I requested to withdraw were entirely valid and eligible.

Documents Submitted: As requested by the casino, I submitted a selfie with my Aadhaar card, as well as multiple bank statements for verification. Despite fulfilling every requirement, instead of releasing my winnings, they wrote off the amount without any prior intimation.

Casino’s Response: Whenever I ask about my confiscated funds, I only receive generic automated replies. It has become a continuous loop where I keep sharing the same documents but never get a proper resolution.

Supporting Evidence: I am forwarding you the email(s) I received from the casino after they blocked my account and confiscated the balance. I will also share screenshots of my communication with them for your reference.

I kindly request your support in escalating this matter, as I have complied with every verification request, completed all wagering requirements, and yet my funds were unfairly confiscated.

Thank you again for your assistance.

Best regards,

[name hidden by Casino Guru]

Additional Information :

I am submitting further clarification regarding my complaint against Parimatch.

In my earlier communication(last week), their support team confirmed that my balance was written off under Rule No. 88 (screenshot attached).

However, in their most recent(today) reply, they are now citing Rule No. 84 as the reason (screenshot attached).

This contradictory stance clearly indicates that Parimatch is arbitrarily changing the cited rules after the fact, which raises serious concerns about:

Manipulation of rules

Lack of transparency

Players cannot be expected to trust a platform that provides different justifications for the same action.

I respectfully request Casino Guru to take this inconsistency into account while reviewing my case and to consider that such practices may amount to unfair business conduct and financial misconduct.

Thank you for your responses.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Which devices have you used to access your casino account? Have you used any public computers or only your own devices?

Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

Dear Veronika,

Thank you for your response. I would like to clarify the following points:

1. No one in my family or household has ever created or used a Parimatch account.

2. I have never used any VPN or IP-masking software. I always access the platform directly without altering my location.

3. I use only my own personal devices to access my account, never any public computers.

Additionally, I must highlight a major concern: whenever I contact Parimatch customer support, I am given inconsistent responses. First, they told about Rule 88, then the next day it became Rule 84, and yesterday it was Rule 86. This constant change without clear explanation shows a lack of transparency. Most of the time, I only receive generic copy-paste responses, which do not address my actual queries.

I request that you please provide me with a clear, transparent explanation with evidence of what specific rule you believe I have violated. Without proper evidence and consistency, these shifting rule numbers appear arbitrary and unfair.

I look forward to your clear response.

Sincerely,

[name hidden by Casino Guru]

Dear Loku

Thank you for your request!

The support team has requested that you provide an account statement. Please forward it to the support department so that we can address your issue. Unfortunately, without the statement, we will be unable to verify the payment. Thank you for your cooperation!

Best wishes,

Parimatch team

Dear Parimatch Team,

I have already shared all the requested documents three days ago, as per the instructions from your customer support team. Since I was asked to resubmit, I have done so and am now waiting for your response.

Kindly confirm if you have received them and proceed with the verification at the earliest.

Best regards,

[name hidden by Casino Guru]

Dear Parimatch Casino representative,

Thank you very much for reaching out to us and assisting the player.

Dear Loku,

Could you please forward me the statement you sent to the casino for verification? Kindly include all the communication regarding the problem you're experiencing at veronika.f@casino.guru as well. Thank you for your cooperation.

Dear Veronika,

I have sent my bank and credit card statements to your email for verification. I kindly request you to review them at the earliest.

For complete transparency, I am available to connect via Zoom, Microsoft Teams, or any other preferred platform to share my transactions live.

I sincerely hope this submission will resolve the issue and that my account and funds will be restored without further delay.

Best regards,

[name hidden by Casino Guru]

Hello Loku,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Casino Guru Team,

Thank you for your update regarding my case. I fully understand the circumstances and appreciate your transparency in keeping me informed. I value Veronika’s expertise and direct involvement with the casino, and I am willing to wait until her return so the matter can be addressed appropriately.

I look forward to her communication at the earliest convenience after her return.

Thank you once again for your continued support and assistance.

Yours sincerely,

L. R. K.

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

Hello, Loku!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Parimatch Casino IN, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Pavel,

Thank you so much for taking over my issue and for your continued support. I truly appreciate the time and effort you are putting into handling my case. I am hopeful that with your help, this issue will be resolved soon.

Thanks again for all your assistance.

Best regards,

L*** R***

Dear team!

We have conducted a comprehensive investigation into your issue. The risk team has informed us that the account was blocked due to violations of our policies, specifically regarding opposing bets originating from a single account. Consequently, our team was compelled to take these measures.

Best wishes, Parimatch team

Dear Parimatch Support Team/Casino Guru Team,

I would like to clarify my position regarding your recent explanation. As a player, it is completely normal and legitimate to place bets on both sides depending on the odds, with the objective of reducing potential losses and ensuring a guaranteed profit. This is a standard betting strategy and should not be considered a violation.

All my bets were placed from my own account, without any misuse or fraudulent activity. Booking profit on both sides according to the odds is a fair practice, not a breach of policy.

Previously, you alleged that I was using multiple accounts within the same family, and now you are claiming that placing bets on both teams is a policy violation. This shifting of reasons is unfair and unjustified. Placing bets on both sides is simply a basic betting strategy to manage risk and secure profit—it does not amount to a violation. According to your logic, if I bet on only one team and either win or lose, it would not be considered a violation, so betting on both teams should also not be treated as one.

Please Casino Guru team, I believe that placing bets on both teams according to the odds is not a violation. Sometimes I manage to secure profits on both sides, and sometimes I incur losses when the odds not increase on both teams. If you feel this practice is truly a violation, kindly clarify whether this is stated as a basic rule, because my intention is only to reduce loss. All my bets were placed in the same account, so I firmly believe this should not be treated as a violation.

Thanks,

Loku

Dear Loku, have you placed those bets on sports events or in casino games?

Dear Pavel,

I have been placing bets on sports like cricket and tennis. For example, if one team’s odds reach 3, I wait for the other team’s odds to also reach 3 so that I can reduce potential losses. However, most of the time this approach leads to a loss—if it works, I make a profit, but if it doesn’t, I lose. Could you please clarify if this practice is considered fraudulent? What happens if the other team’s odds never reach the expected level, and I have to cover the loss?

Initially, I was informed that the issue was because I was using two accounts within the same family, but now the explanation has changed to this. I hope Casino Guru can provide me with a clear and fair solution.

Best regards,

Loku

Unfortunately, since the problem concerns only sports betting, I cannot help you because we do not have enough experience to have an opinion on such issues.

Therefore, I am forced to reject your complaint. I am sorry I could not be more of help.