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Good day! I need your slop to resolve the conflict with Parimatch Casino. I disagree with the casino's decision to confiscate my winnings.

On July 25, I sent to the casino mail a photo of two spreads of my passport.

The next day (July 26), the casino requested a photo with a passport in hand and a screenshot from my personal account in the Neteller payment system so that personal data and the number of the payment wallet could be seen.

On the same day, I sent the relevant documents in a reply letter.

On August 19, in response to a casino request, I sent a photo of a receipt for utility bills.

On August 23, 24, 26, I contacted the casino asking if the verification of my account was completed.

The casino constantly replied that it was necessary to wait a little longer, and later asked to provide a photo with a passport in hand, opened on the page with registration.

On September 23rd, I submitted the required selfie.

And on September 27, I received a letter from the casino that my account did not go through the verification procedure and a win of $ 1100 was debited from my account.

On September 27 and 28, I sent messages to the casino expressing my disagreement with the decision, with a request to confirm the violation and provide appropriate evidence.

On September 29, the casino announced that the decision was final and did not want to explain anything.

I inform you that all the documents provided by me belong only to me and are valid. I do not know why my account did not go through the verification procedure. I think that the casino, not wanting to pay my winnings, came up with accusations.

I ask for your help in resolving the conflict that has arisen.

I am ready to provide screenshots confirming the correspondence with the casino and the sending of these documents.

Dear lomakokaryna4,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your winnings have been cancelled due to a failed account verification?

We will contact the casino and ask for their standpoint, but before we'll do so, could you please forward any relevant communication to petronela.k@casino.guru?

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

Best regards,

Petronela 

Good day! As far as I understand, the reason for the retention of my funds was the failure to pass verification. I also send you screenshots of the correspondence with the casino to understand the problem.

Thank you very much, lomakokaryna4, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear lomakokaryna4,

I read through your complaint as well as the provided e-mail communication and I understand the situation. I’ll contact the casino and see if I can help.

I would like to invite Parimatch Casino to join this conversation.

Dear Parimatch Casino team,

Could you please state the reason why lomakokaryna4 did not pass identity verification? You can forward the relevant proofs to my e-mail address andrej.p@casino.guru.

Hello!

Unfortunately, the betting account has not been verified. During the audit, we found violations of paragraphs 80.4 and 86 of the company's rules. Proofs have been sent to andrej.p@casino.guru.

Rule №80.4: 

The Betting company reserves the right to invalidate the concluded agreement (including the bets placer before or after the beginning of the event), refuse to fulfill obligations under such an agreement (including refuse to pay any winnings) or from return of any placed bet, if: 

 It was determined that

 - one Client has several game accounts (multiple registration, multi-accounts), including under a new name. The Betting company does not recommend two or more Clients to place bets from the same IP address (one device, local network);

 - one Client uses the data of other persons to register new gaming accounts, including his family members;

 - bets are made by a group of Clients acting in collusion, in order to circumvent the restrictions established by the Betting company;

 - the Client is suspected of using any software that automates the process of setting rates;

 - uses a game account to play in arbitration situations;

 - the gaming account is not used for betting and other products offered by the Betting company;

 - loyalty programs are abused;

Rule №86:

In case of refusal (avoidance) of the Client from identity verification procedure, the provision of another`s, fake (edited with the help of various programs and graphic editors) documents, - Betting company may decide to cancel all the bets placed by the Client and to return all transferred funds into the gaming account.

Hello! I disagree with the casino's accusations. All my gambling activities comply with the legal documents of the casino. Regarding clause 86, I declare that all documents provided by me are valid and belong only to me!

As far as I know, according to the general rules of law, I have the right to familiarize myself with the evidence provided by the casino. Please give me this opportunity.

Dear lomakokaryna4,

Unfortunately, I cannot forward the evidence as any information shared between the casino and Casino Guru is considered strictly confidential.

Thank you, Parimatch Casino team, for the reply and for providing the relevant evidence via e-mail.

After a thorough review of the evidence, we disagree with the decision of the casino.

The provided facts and evidence are not sufficient as a reason to conclude the verification as unsuccessful. Therefore, we would like to ask Parimatch Casino team to reconsider their decision in this case. Our suggestion is to verify the player’s identity via other means.

Hello!

Provided a response to your letter to andrej.p@casino.guru. Please check.

Dear casino! I hope that you will take note of The guru's authoritative opinion and reconsider your decision regarding the confiscation of my funds.

Thank you, Parimatch Casino team, for the reply.

Dear all,

Please be informed that we will further discuss this matter internally. I’ll keep this thread posted.

Thank you all for your patience.

Dear lomakokaryna4,

I have sent you an e-mail. Please check your inbox and reply to my e-mail as soon as possible. Thank you in advance.

Dear lomakokaryna4,

I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Dear all,

Unfortunately, we’re forced to reject this case because lomakokaryna4 has stopped responding to our messages and questions. Without their cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.