Parimatch Casino IN - Играчът получава забавени депозити.

Hi Team,

I did deposit 10000/- twice so total amount of 20000/- is pending since more than 2 weeks now, but whenever I try contacting Parimatch support they are doing only copy paste update and suddenly close the chat without any proper update, parimatch support is very worst and not taking my concern serious, will be glad if you can help on my case and resolve it on priority.

Thanking you.

Gopalagouda V

Dear Gopalagouda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

• Could you please share what the transaction looks like in your casino account, with the status visible?
• Post screenshots here or send them to my email at tomas@casino.guru

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hi Tomas,

I am sending mail with status screenshot for more details, it was said that the amount will be credited in 5 business days, but its already crossed the commited time frame, still there is no no progress or update from Parimatch platform, since its a UPI transaction and bank said the transaction is completed with my consent only, please check my email sent to tomas@casino.guru for detailed information.

Thanks for your emails.

As these transactions are marked as declined the most appropriate course of action would be to contact your bank, which it seems you already did.

As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 20 days to allow the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Hi Tomas,

Thank you for positive response, sure lets wait and see if i get the amount credited back.

Regards,

Gopalagouda V

If your transaction is neither returned nor credited to your casino account until 4/9/2024 please let us know and we'll investigate further.

Looking forward to hearing from you.

Hi Tomas,

Both transactions neither returned to my account nor to Casino wallet, both still pending, and disputes raised from bank side also no updates yet, can you please help to take this with parimatch platform for any update?, would help me if exact reason why its taking so long.

Thanks

Gopalagouda V

Hi i contacted bank and heard back that the amount is credited to beneficiary but parimatch is still not credited my amount.

Confirmation from bank

SR1002310475: Dear Customer, the beneficiary bank has confirmed that the beneficiarys account has been credited with Rs -ICICI Bank.

Thanks for your continuous updates.

Have the funds been found and credited to either your casino account or bank account since your last post?

Please let me know.

Hi Thomas,

There is no update from Parimatch platform and neither reversed to bank nor to Casino wallet, its unresolved still, can you please help to get this addressed ASAP.?

Thank you very much, Gopalagouda, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Hello Gopalagouda,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Gopalagouda,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Parimatch Casino IN's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Parimatch Casino,

Could you please provide detailed information about this case, specifically regarding the reasons for the delay in crediting the player’s deposits into his casino account?

Thank you in advance for your response!

Best Regards,

Kubo

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 Gopalagouda,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Interactive Licensing Authority and submitting a complaint by sending a summary of your issue to info@curacaolicensing.com or helpdesk@curacaolicensing.com. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo