Parimatch Casino IN - Hráčský účet byl uzavřen kvůli údajnému podvodu.

Hello

I was trying to withdraw money from my account and it was not happening so I contacted parimatch for the same. After that they have texted me that they are facing some server issue I said okay . I waited again and I again then chat with 2 or 3 customer support at parimatch they stated the same that there is a server issue then the 4th customer support agent said you need to go for further verification my I said okay I sent them my adhaar and photo with my bank statement. On the email there executive told me that will remove the restriction from my account which then again they sent me the same email that you need to send bank statements I sent it again to them and then they said that we have seen some suspicious activity which I didn’t do anything it was there issue and they made it mine and they write off my all money stating that you have done some fraudulent activity. I have each and every proof against them that they have told me they will remove restrictions and they was having issue with the server . Now they have blocked my account. I need my money and both my account back i didn’t do anything still I’m suffering from this please help

Dear Omkarrautt,

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. 

• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Did you provide all the required documents in the correct format?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Yes Kristina basically I won 16 lacs on aviator after that I played some cricket bettings and I won my last bet I played of 34k and I won something 89k so my profit was around 54k

and that’s it so mostly I used to play cricket and aviator sometime I used to play football as well but this was some big profit I made and they took all that money saying I did any fraudulent activity. Kristina I did nothing it was all luck and knowing they write off my all winnings was really made feel bad that this reputed website I trusted did this to me please help me to regain my winnings I’ll be really grateful. Thank you to casino guru

1) I HAVE PLAYED AVIATOR AND CRICKET BETS & sometimes football

2) YES I HAVE SUBMITTED THEM EVERY DOCUMENTS PROPERLY I HAVE PROOF OF THAT

3) WITHOUT ACTIVE BOUS

My 455385 has been write off from them genuinely I did nothing and because of there server issue and misunderstanding even after submitting every documents . They was replying same again and again at last that there was a suspicious activity . Before this they agreed that it was there server issue and they will soon remove restrictions as well from my account I have a solid proof of this.

Thank you for your reply, Omkarrautt. Have you received any explanation regarding this situation? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes I’ll attached you every screenshot first they told me there was a server issue which is running from past 3 weeks as I have confirm this with my friend as well so I reached out to them regarding this. I have forwarded them every information like my adhaar card and bank statement with my photo so I did that. Later as I have attached screen shot here they said they will remove the restriction from my account.

later on I saw that my account and my every documents were verified on app. But there email came to me and they stating there was a suspicious activity so we have to close this account and write off all the money and then they were sending me same email again and again. I genuinely regret now trusting them I have sent them every documents it were even verified and then even after they stating they will remove the restriction they write off all the money from my wallet and blocked my account forever and said will not revised this. Please help me with this

After verifying my every document they said it will take some three days more mostly and then they blocked my account and write off all my money I’ll attach you that screenshot as well so this is not done. I was quite frustrated as I have sent them documents n number of times. Being co operating with the team I have faced this issue. I want that money back in my wallet and my account to be unblocked as I did nothing according to them they are saying as the rule num 83 we have to close your account forever but I have not done any suspicious activity. So they can’t take my money from me I want that back and they have to accept this it was there mistake I have been sending you all the proofs.

I have sent you email Kristina as well I have forwarded all the proofs please have a look into this. I request you to take some action on this as this is not done. Please help me.

Thank you very much, Omkarrautt, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Yes please ask michal to help me out on this thank you Kristina

Hello Omkarrautt,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Parimatch Casino IN to join the conversation.

Dear Parimatch Casino IN,

Can you please provide information on why was the player's account blocked and winnings voided? If the player has breached your rules please forward any supporting evidence of the breaches to me at michal.k@casino.guru

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.

Michal, I request you to please look into this as they did not have any proof of blocking my account. They even told me that they would remove all restrictions from the account so I would be able to withdraw my winnings, and I have attached the screenshot. After this, they blocked my account and kept sending me the same message repeatedly, stating that they found something suspicious. 

I haven't done anything wrong. First of all, they don't have any explanation, and their customer support keeps ending the chat by saying, "The account is blocked forever, and you can’t play or withdraw any winnings." 

I want my money back as it is a large amount, and I won that fairly. Please ask them to provide proof and reply here, as I have shown every piece of evidence against Parimatch.

Michal I’m expecting a reply from parimatch and they don’t have any evidence I know this. Still they have blocked my account and write off my winnings. Please do something about this I need my account and my winnings back.

Dear Omkarrautt,

I regret to inform you that I have not yet received a response from the casino team. I will reach out to the casino representative again in hopes of receiving an update. Additionally, I will extend the timeline by three more days to provide your case with further opportunity for resolution.

Dear Omkarrautt,

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. 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 might 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. In the meantime, I recommend you contact Curaçao Interactive Licensing (helpdesk@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded at michal.k@casino.guru. I am sorry I could not be of more help on this occasion.

Best Regards,

Michal

Casino Guru

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 Parimatch Casino IN,

I would appreciate it if you could clarify the reasons behind the blocking of the player's account and the voiding of their winnings.

Dear Michal,

Account has a write-off according to the rules 86 due to multi accounting activity. 

It states: If Betting company has reasonable grounds to believe that the Client has participated in or has been connected with any form of fraudulent activity (on the basis of anti-fraud, anti-cheating, and collusion detection practices used by Betting company as well as its gaming partners and other suppliers which are commonly used in the gambling) including, but not limited to:

participating in any type of collusion with other Client;

development of strategies aimed at obtaining unfair winnings;

fraudulent actions against Betting company or its payment providers;

chargeback transactions;

the use of third-party software or analysis systems;

creating two or more accounts (multi-accounting);

arbitrage betting;

abuse of bonus programs;

using unfair external factors or influences (commonly known as cheating);

become bankrupt in the country of his/her residence;

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

the gaming account is suspected in any activities related to money laundering or other fraudulent activities;

the gaming account is suspected in making irregular (unusual) transactions activity; or

development of strategies with an intent to create artificial turnover (making opposite bets in casino, etc.).

Dear Michal,

I am writing to formally dispute the decision to write off my account due to alleged multi-accounting activity. I want to make it clear that I have not engaged in any fraudulent or suspicious activities as stated in your email.

In fact, I have previously received confirmation from your team that my account would be unblocked. I have proof of this communication, and I find it highly unfair that after such confirmation, my account was instead blocked with claims of rule violations.

I have always played fairly, adhered to all PariMatch rules, and have never logged in from any other device or engaged in any prohibited activities. I request that you provide concrete evidence to support these allegations. If there is no proof, I insist that my account be unblocked and my funds returned immediately.

I kindly ask for a prompt review of this matter and a fair resolution.

I need legitimate proof of my involvement in any of these activities. If you cannot provide it, I expect a full refund and immediate reinstatement of my account. My account was blocked without justification, and I demand that it be unblocked immediately.

Based on the information we checked, I can see in the Risk segment that the client was involved in multi-accounting. The other associated account is 604577770. I attached the screenshot from backoffice. So, the account has been written off according to Rule 86 due to multi-accounting activity. As per the company's strict anti-fraud policy, engaging in fraudulent activities including creating multiple accounts leads to account restrictions.

I have reviewed the attached screenshot, and I have no connection whatsoever to the individual named Yelyzaveta Liuta. I have no idea who this person is.

I have already provided all the necessary documents you requested to verify my identity and prove that I am the rightful account holder. Despite this, my account remains blocked, and my funds are still inaccessible.

This situation is unacceptable. I urge you to correct this mistake immediately, unblock my account, and return my money without further delay.

Please treat this matter with urgency and provide a resolution as soon as possible.

And I am an Indian the guy stated in screenshot is definitely not an Indian person.

I JUST HOLD ONE ACCOUNT with Parimatch that is on my name Omkar Raut. Do have a look into this matter you should block there account not mine as I don’t even know the person.

IT’S A CLEAR MISUNDERSTANDING.

Thank you all for your responses.

Dear Parimatch Casino IN,

Please forward me more detailed evidence like all the linked account details (name, address, date of birth, time of registration) device ID, cookie, user agent, browser hash, IPs, gameplay activity, bonuses claimed, etc., that would prove the usage of multiple accounts by the same person at michal.k@casino.guru

Thank you in advance.

Dear Michael,

Thank you for your prompt response. I am neither skilled nor knowledgeable enough to understand all these multi-accounting matters. As I mentioned, I own only one account, and that is my sole account with PariMatch. They have presented some random profile, which has left me completely stunned. If they do not have any concrete proof, they should not be making such claims or blocking my account.

I want to make it absolutely clear that I have provided every document they requested and submitted all necessary proof demonstrating that this was an error on the casino’s part, not mine.

I appreciate your attention to this matter and look forward to your response.

Dear Michal, I sent you the proof on your email.

Dear Michael, Even i have attached every proof against this and I will just say this I don’t even the guy this casino has mentioned. Please have a fair decision being clear on my part as well.

Dear Parimatch Casino IN,

Thank you for your email, I have sent a reply with some additional questions and look forward to your response.

Dear Michael,

I am still awaiting your response on this matter. I am struggling to understand the reasoning behind these issues, as I have provided all the necessary proofs that both you and the casino requested.

Initially, I was informed that a server issue was preventing me from withdrawing my funds. Then, I was asked to submit proof, which I did. The casino approved all the documents and even confirmed via email that my account would be unblocked. However, instead of following through, they blocked my account and are now alleging that I am involved in "multi-accounting"—a term I am not even familiar with.

Upon further research, I have come across numerous reviews from other players who have faced similar treatment from Pari Match. This pattern raises serious concerns. I kindly request your assistance in resolving this issue by asking them to unblock my account and return my rightful winnings. I played fairly, and my winnings were purely a matter of luck.

Additionally, I want to clarify again that I have no connection to the individual mentioned in their screenshot. To further support my case, I am attaching additional screenshots from the web, showing that I am not the only player who has experienced this unfair treatment.

I trusted Pari Match India, but unfortunately, my experience has been highly disappointing. I sincerely hope you can help me resolve this issue fairly.

Looking forward to your response.

Dear Michal, replied you via email.

Dear Parimatch Casino IN,

I appreciate your email. I've sent a response and am awaiting your detailed response.

Dear Omkarrautt,

Do any of your family members or friends have an account with Parimatch? If they do, have you ever placed the same bets or played the same game as they have? Additionally, have you used a payment method that is registered solely in your name for any deposits or withdrawals?

Dear Michal,

No, none of my family members have an account with Parimatch, and as far as I am aware, none of my friends use this platform to place bets or play games. I have never engaged in any betting activities that involved placing the same bets or playing the same games as anyone else. My betting activities, if any, have always been conducted independently.

Also, as I previously informed you, I have no connection with the person shown in the screenshot shared by Parimatch. It is quite evident that I am an Indian, and the name of the person in the screenshot does not appear to be of Indian origin. Moreover, I have never been involved in any such activities, as I am not very familiar with these things. The amount I won was purely a matter of luck.

Furthermore, I have only ever used payment methods that are solely registered in my name for all deposits and withdrawals. I have never shared my banking details, payment methods, or account credentials with anyone, nor have I used any third-party payment methods for transactions on the platform.

If you require any further clarification or additional information, please feel free to reach out.

Dear Kubo, I sent you the email with the details.

Dear Parimatch Casino IN,

I'm afraid I have not received your latest email; please send it again to me at michal.k@casino.guru

Sent you another one.

Dear Parimatch Casino IN,

Thank you for your email, and I appreciate your efforts to address this complaint; however, it still has not clarified the entire situation. I have responded back and added some further queries and am awaiting your detailed response.

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 Michal,

I request you to ask casino to refund my money i was not involved in any such activities still they have blocked my account . instead of giving a negative rating please help me to get my money back into my account thank you.

Dear Omkarrautt,

I have still not received the requested information from the casino team. I'm fully aware of the significant time that has passed and there was still no resolution of your case, but it turned out to be much complex than it seemed at the beginning.

On one hand, I can somehow understand the actions taken by the casino team, as we have received certain information and evidence that indeed raises concerns. However, we believe that these do not entirely warrant the closure of your account or the retention of your funds at this point. I kindly ask for your understanding and patience as we try to navigate this matter. I will keep you informed as soon as we receive new information and evidence that may clarify the situation.

We would like to allow more time for this case to reach a resolution.

I will extend the timer for 7 additional days. If, despite this extra time, there are no significant advancements, I will close it as unresolved, which will have a further negative effect on the casino's rating.

Hello Michal,

The Timeline has been over have you received any update from the casino team???

Im waiting for my funds to be refunded in my account also request casino to unblock my account.

waiting fr the positive reply!

Dear Omkarrautt,

I acknowledge your concerns with the amount of time that has passed, but I have still not received the crucial information from the casino I requested. As I have indicated on several occasions, we have received certain details and evidence that indeed raise some concerns. Nevertheless, we still believe that these do not fully justify the closure of your account or the withholding of your funds at this time. The casino team, however, maintains that their actions were warranted. As our primary goal is to resolve this matter, I have made another effort to clarify the situation or, potentially, to reach a suitable compromise for all parties involved; however, the outcome remains uncertain. I truly hope to provide some better news soon.

Dear Omkarrautt,

We acknowledge and understand your concerns.

We have identified several API-Intersection that warrant attention:

152.58.4.213 with 667576879 (alongside 152.58.2.8),

466234754 (in conjunction with 152.58.1.22),

107125472 (associated with 152.58.0.180, 152.58.0.228, 152.58.3.190, 152.58.3.231, 152.58.4.122),

152.58.0.130 with 830180787 (including 152.58.3.40),

365141110 (linked with 152.58.0.99),

275661483 (alongside 152.58.5.193),

152.58.48.187 with 296728578 and 173261004,

152.58.48.250,

152.58.5.176,

152.58.5.193 with 611237612.

These activities suggest potential violations, including unauthorized actions against the casino. Please be reminded that multiplayer betting and opposite bets are strictly prohibited on our platform, as they violate both our usage policies and KYC regulations.

Thank you for your attention to this matter.

All the best,

Parimatch team

in a response i would like to tell you that I don’t know how to multiplayer betting or opposite betting first you showed some guy i don’t even know him and I have played fair then whatever it is aviator or cricket.

I don’t know how this multiplayer betting works.

I request casino guru to examine this case and also give a fair decision. Because i was never involved in this kind of things which i dont even know how to do.

Dear Parimatch team,

I would like to reiterate my previous communication regarding this situation. While I understand the seriousness of the situation, and I acknowledge that the information and evidence we have received indeed raises certain concerns, it has not been conclusively demonstrated that this player has gained any unfair advantage. Therefore, we cannot support the confiscation of their winnings. It is essential that such significant actions are substantiated by credible evidence; an IP match with an account that appears to belong to a player from a different country does not, in itself, constitute valid grounds according to our fair gambling codex. I respectfully request that you reconsider your decision or provide us with compelling evidence that would indicate the player has obtained their winnings through unfair means. If you choose to uphold your original decision, I will respect it, but please be aware that this complaint will be closed once more as unresolved due to insufficient evidence from the casino, which will adversely impact your casino safety index rating. I look forward to your final decision.