Parimatch.com Casino - Samoisključenje igrača je ignorisano, što je rezultiralo gubicima.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Parimatch Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you unsubscribed from the casino's marketing communication?
• Could you please share the communication in which you informed the casino about your gambling issues, with the information about the recipient visible? Please share the information with timestamps if available, to my email at tomas@casino.guru, or forward the emails to me instead of sending screenshots.
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@parimatch.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Parimatch Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Tomas

Hi Tomas,

Thank you for reaching out.

Please see my responses below:

Account access

No, my account is not currently accessible. Parimatch.now blocked my account today, 21/01/2026.

Marketing communications

No, I have not unsubscribed from marketing communications. I disclosed a gambling addiction and requested full account closure / self-exclusion, and I expected all marketing to cease automatically as part of responsible gambling procedures.

Email correspondence

I have forwarded the entire email exchange from 4 January, when I initially requested permanent exclusion, through to the final email dated 5 January, to your email address.

The email address used to forward this correspondence is [removed by Casino.Guru admin].

Last deposit

The last deposit I made to the casino was €100 on 20 January at 12:09 PM, via Revolut bank transfer.

Refund request

No, the casino has not responded to a refund request yet, as I have not received a substantive response addressing my complaint.

My communication with the casino has focused on disclosing my gambling addiction and requesting account closure / responsible gambling intervention.

Given the lack of a proper response on that issue, I have not yet received any reply specifically addressing refunds.

Additional self-exclusion email

I sent another self-exclusion email this morning, which I will forward to you as well.

I would also like to note that in one of their emails, the casino stated that I did not respond to their exclusion-related email on 4 January. However, the forwarded email exchange clearly shows a back-and-forth conversation on that date.

Finally, just for clarity, the website domain involved is parimatch.now, not parimatch.com, in case that is relevant to how the complaint is approached.

Please let me know if you need anything further from me.

Kind regards,

Ryan

Hello mezzer79,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear mezzer79,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello mezzer79, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. For now I have all the information needed from yourself, if I need anything more, I will ask directly.

I’d like to invite a representative of Parimatch.com Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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 mezzer79, this is to let you know I got contacted by the casino representative, and he is dealing with this issue right now. He is unable to access the casino account here on Casino Guru, so there will be no direct response provided within this thread. I will now reset the timer, and when I hear back from the casino rep, I will post an update here to keep you up to speed.

Update: The casino will proceed with the self-exclusion process, ensuring to keep you safe and discontinuing any and all marketing promotion towards you via e-mails and phone. Then, we will check the cashier history to determine if a refund is in order. Thank you for your patience.

Dear mezzer79, the casino confirmed reception of your self-exclusion request on 4th January 2026. Right now, I am waiting for your cashier history to determine the refundable amount and will let you know as soon as I have further information.

Hi Matej, thanks for all your help looking into this. Just to let you know the casino still haven't excluded me and still allow me to deposit. To be honest at this stage id be happy with a refund of my losses from self exclusion request up until date you made contact with them, anything more is a bonus. Its pretty exhausting. Is a refund looking possible, would it be partial or full?

Thanks,

Ryan

Thank you for letting me know. I have messaged the casino representative, asking for the account closure (or at least suspension) ASAP. Hopefully it will be done shortly.

Hey Matej,

Am I correct in saying I will be receiving a refund from the casino and currently we are determining what amount?

Regards,

Ryan

Hello mezzer79, your account should be now suspended and you should not be able to deposit and play anymore.

And yes, I am currently waiting for the cashier history to see the financial part of this complaint, to determine the refund eligibility.

Hi guys, any update on the status of a refund?

Thanks 😊

Sill waiting for the cashier history...

Hi Matej,

Still no word from the casino yet? Any updates?

Thanks, Ryan

Any update??

Dear mezzer79, I have got a confirmation that your account has now been completely closed, and all marketing communication has been deactivated. You should also not be able to re-register with your credentials, so the self-exclusion part of your complaint has been sorted.

I am still waiting for the cashier history, and have urged the casino representative, as this case could be closed shortly, once I can review it.

Hi Matej,

I can confirm they have excluded my account.

Just curious as to what the delay is on their end with the cashier history? Its been weeks now.

Thanks for all your help

Ryan

Hello mezzer79, I am really glad to hear that the account got closed, and at least something has been done to remedy the situation. As of now, the communication ceased, so I have tried sending messages again. Hopefully I can get some answers shortly. However, I will not prolong the timer indefinitely. If I don't get the cashier history next week, I will be forced to close the complaint as "partially resolved", and the casino rating will go further down. However, I hope it won't come to that.

Dear mezzer79, I have an update. The casino has decided to make things unnecessary difficult, which seems like the usual stalling tactics:

We have reviewed the case internally and consulted with our Compliance Team. Unfortunately, they confirmed that the information requested regarding the player’s deposits constitutes confidential financial data and cannot be disclosed to third parties without the explicit authorization of the account holder. While we would genuinely like to assist and provide the requested information to help clarify the situation, protecting our players’ privacy and personal data remains a priority, and we must comply with applicable data protection and confidentiality standards.

However, we remain fully open to cooperating in the resolution of this case. 

In order for us to lawfully transmit the requested information to your organization, the player must exercise their right to data portability foreseen under the applicable data protection regulations. To proceed, the player should submit a request instructing us to transmit their personal data to your organization. 

For convenience, we have attached a sample authorization letter. The player may use this template and provide a completed and signed authorization containing the required details. The completed authorization letter shall be sent to vip@parimatch.com.

I am not happy about this, but we have to play by their rules. I have uploaded the file for you here (download link).

Alternatively you can request your whole, detailed cashier history showing deposits and withdrawals between 4th January until the account closure to be sent to you directly, under the GDPR laws and right to access to your personal information. Once you have it, you can forward it to me.

Please choose one of these methods, and let me know once you send the message. I will then ask the casino to deal with your request urgently. Thank you.

Good Morning Matej,

Thanks for getting back to me. I have sent an email to the specified email requesting the data. Hope thats ok

Thanks, Ryan

Good stuff, mezzer79, I will swap the timer back towards the casino and let the representative know.

Hello mezzer79, according to the casino message I have received, they have permanently closed your account and removed you from all marketing communication.

The management also approved an unspecified amount for refund, and is waiting for your confirmation as well as further KYC procedure. I would like to ask if this is true, what is the refund amount suggested and whether you have agreed to it. If you did agree, please let me know if you have sent the verification documents to the casino. Thank you.

Hi Matej,

No matter how many times i ask for an update i keep getting generic automated responses back via email and live chat. This whole saga has gone on since January and its really stressing me out. I just want a timeframe from them but no such luck

Thanks

Hello mezzer79, thank you for the update. I have adjusted the disputed amount for this complaint accordingly.

I would not expect much info from live chat or support agents about any live transactions. They have no access to the financial part of the system and genuinely can't tell you anything. They could tell you about past deposits and withdrawals that show in your account, but as far as stuff in the processing is concerned, they can only see "pending" status. Basically they see what you see yourself in your account profile.

I will message the casino representative however, and ask him to poke the financial department for speedier processing. I'll let you know if I hear back.

Hi Matej,

Yes if you could contact the rep and get them to speed things up that would be great

Thanks,

Ryan

Hi Matej,

I have received payment in full from the casino. This issue is fully resolved. Thank you so much aswell as Tomas for all the help, appreciate it so much

Best,

Ryan

Dear mezzer79,

I am very happy to hear that your issue has been resolved, and would like to thank Parimatch.com Casino Team for looking into this matter. We'll go ahead and mark the complaint as 'resolved' in our system. I appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Lastly, as you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru