Parimatch Casino BR - Играчът изпитва географско ограничение и блокиране на акаунта.

Since 6/24 I've been trying to verify my account at Parimatch Global. I sent all the documentation that I have been requested to do so and I spoke with Parimatch Global support by mail and by Telegram chat with Parimatch Brazil. They keep telling me that my account will be verified soon. Since 6/30 I have been trying to access my account and I have a geographic restriction that I did not have before trying to withdraw the money. They have told me that they blocked my account without giving me any clear reason and I feel cheated. I have proof of everything, photos of entire conversations with support. I need help to be able to withdraw my money.

Desde el 24/6 que intento verificar mí cuenta en Parimatch Global. Envié toda la documentación que me han solicitado para poder hacerlo y hablé con soporte de Parimatch Global por correo y por chat de Telegram con Parimatch Brasil. Todo el tiempo me dicen que mí cuenta será verificada pronto. Desde el 30/6 que intento acceder a mi cuenta y tengo una restricción geográfica que antes de intentar sacar el dinero no tenía. Me han dicho que me bloquearon la cuenta sin darme ningún motivo claro y me siento estafado. Tengo pruebas de todo, fotos de conversaciones enteras con soporte. Necesito ayuda para poder retirar mi dinero.

Dear ljzuccarelli,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to [email protected].

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

Best regards,

Petronela

Hello. Account was registered on 6/21/23. I created it only for sports betting. At that time they let me make deposits with Litecoin quietly.

I never used any kind of bonus.

At first I lost my bets, but with subsequent deposits I had 431 USD and that's when I decided to make my first withdrawal and it was denied. They asked me to send my information by mail with an identity document and selfie, I did it and since 6/23/23 they have not verified my account. The following days I spoke with support and they promised me that they would verify it in 24 hours and they did not comply.

On 6/30/23 I try to enter and I find that I cannot access my account because they imposed a geographic restriction, therefore not only do they not verify the account, but the geographic restriction complicates my situation much more.

When talking to support a few hours ago, they asked me for a bank statement showing the deposits I made to the account, but this does not exist because my deposits were with Litecoin. Despite the fact that they are making fun of me, as a proof of good will, I sent the bank account statement, but they reject it because it does not reflect the deposits.

I feel cheated by Parimatch since they have kidnapped my account with 431 USD and I sent the documentation they asked for all the time.

Hola. La cuenta se registró el 21/6/23. La creé sólo para realizar apuestas deportivas. En ese momento dejaron que haga depósitos con Litecoin tranquilamente.

Nunca utilicé ningún tipo de bono.

Al principio perdí mis apuestas, pero con los depósitos posteriores llegué a tener 431 USD y fue cuando decidí realizar mí primer retiro y fue denegado. Me pidieron que envíe mis datos por correo con documento de identidad y selfie, lo hice y desde el 23/6/23 que no me verifican la cuenta. Los días siguientes hablé con soporte y me prometían que la verificarían en 24 horas y no cumplieron.

El 30/6/23 intento ingresar y me encuentro con que no puedo acceder a mi cuenta porque impusieron una restricción geográfica, por lo tanto no sólo no verifican ni cuenta sino que la restricción geográfica complica mucho más mi situación.

Al hablar con soporte hace unas horas me solicitaban un estado de cuenta bancario donde se vean los depósitos que realicé en la cuenta, pero esto no existe debido a que mis depósitos fueron con Litecoin. Pese a que se están burlando de mí, como prueba de buena voluntad, envié el estado de cuenta bancario, pero me lo rechazan por no tener reflejado los depósitos.

Me siento estafado por Parimatch ya que tienen secuestrada mi cuenta con 431 USD y yo todo el tiempo envié la documentación que me pidieron.

Dear ljzuccarelli,

Could you please forward any relevant communication between you and the casino at your earliest convenience? Thank you in advance.

Hi Petronela, here I will leave you part of the conversations I had with support by email. In addition to your email I will send you more evidence of the talks I had on Telegram. I have plenty of evidence of the scam they are doing to me. Thank you very much for your help.

Thank you very much, ljzuccarelli, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) 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.  

Hi ljzuccarelli,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Parimatch Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for blocking the player's account?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email [email protected].

Kind regards,

Natalia

They have currently verified my account, but I can't access it because of a geo-block. I want to withdraw my money and they have told me by mail that they will deposit it in my LTC wallet, but they have not done so yet and they keep delaying this whole situation without a clear reason.

Actualmente han verificado mi cuenta, pero no puedo acceder a ella por un bloqueo geográfico. Quiero retirar mi dinero y por correo me han dicho que lo depositarán en mi billetera de LTC, pero aún no lo han hecho y siguen demorando toda esta situación sin un motivo claro.

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.

This disrespect towards me continues, they say they will deposit my money soon but they don't because of "technical problems". It is unacceptable.

Está falta de respeto hacia mí continúa, dicen que pronto me depositarán mí dinero pero no lo hacen por "problemas técnicos". Es inaceptable.

We are adding extra 7 days for the casino to reply since we would like to take into consideration that the casino support is located in Ukraine and there may be some issues preventing the casino from replying in time.

If the casino fails to reply in the set timeframe, we'll be forced to close the complaint as unresolved.

The casino still doesn't reply to my emails. They are scammers

El casino sigue sin responder mis correos. Son unos estafadores

Dear ljzuccarelli, 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 the Curacao Gaming Authority ([email protected] or [email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Parimatch Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We received the following message from the casino:

Hi,

We kindly ask you briefly describe your issue including ID number and contact Support Team via email - [email protected]

We do everything in our power to assist you with your requests as soon as possible. Our support always has the most relevant updates about your questions, so we kindly ask for your patience.

Have a good day!

Dear ljzuccarelli, can you please specify if you contacted the casino before using the email they provided in the message above?

Dear ljzuccarelli, we are extending the timer for one more week. Please, keep in mind, that if you don't reply in the set time frame, your complaint will be rejected.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.