Parimatch Casino BR - Баланс игрока был аннулирован.

Hello! I am unable to resolve the situation with the Parimatch casino on my own. I need your help.

From the date of registration of my account, in all my actions, I was guided by the legal documents posted on the casino website, and in the shortest possible time I fulfilled all the requirements.

So, on August 09, I uploaded a passport photo to my account, as well as a selfie with it.

The next day (August 10th), the casino informed me that the check could not be carried out as it was checking my gaming activity.

I wrote several times trying to find out about the results, but I constantly received an answer - wait.

Nevertheless, on August 19, I received a message from the casino that in order to successfully pass the verification, I need to send a color photo of my passport and a selfie with it. On the same day, I sent the specified documents.

In response to the message dated August 26, the same day, I sent a screenshot of the PC version of the Skrill payment wallet.

On September 14, I received a message from the casino that my funds were debited in the amount of 5167 US dollars. The casino indicated that I violated clause 80.4. their Terms and Conditions. But, please note, this paragraph contains a large list of violations.

On the same day, I turned to the casino for clarification and asked for evidence of my guilt. But the casino informed me that it did not intend to provide me with anything. As far as I know, one cannot be accused of all kinds of violations, the violation must be clearly defined. And charges without evidence are null and void

I am also sending you screenshots of the correspondence with the casino.

I ask you to help.

Hello Zira,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Parimatch Casino. Please allow me to ask you a few more question before we would make any further steps regarding your case.

Do I understand it corretly that your balance has been voided? Are you still able to access your account? Did you use any deposit or no deposit bonus to accumulate your winnings? Could you please specify again what reason did the casino give you as I was trying to find the 80.4. term but did not find anything similar to it in the casino's terms.

You mentioned that you have sent us the communication with the casino but nothing arrived so far so could you please resend it to nikolas.b@casino.guru?

Looking forward to your answer and I hope we will be able to help you resolve the issue.

Regards,

Nick

Casino.guru

Hello! That's right, the casino has canceled my $ 5,167 balance. And I still have access to my account. I have not used any deposit bonus or no deposit bonus to accumulate winnings.

I am sending you screenshots of the casino correspondence to understand the situation.

Hello!

During the verification of your gaming account, it was found that Company rules were violated, specifically, the coincidence of the IP with another gaming account. As a result, it was decided to write off funds in accordance with the rules. Further play is no longer available to you. Verification details have been sent to email to the representative of Casino Guru.

Dear Parimatch Casino,

Could you please advise where did you send the information? Could you please resend it to nikolas.b@casino.guru as I haven't receive anything yet from you.

Hello!

Previously sent to your specialist matej@casino.guru

Forwarded this message to you. Please check.

Dear Parimatch,

I've sent you an e-mail regarding the proof we received. Will be waiting for your answer.

Hello, Nick!

Have replied to your letter. Please let us know in your reply letter more detailed information.

Hello!

The casino accused me of matching the IP address with another game account. I ask the casino to provide evidence of this accusation. I am familiar with the general rules of law, according to which accusations without evidence are null and void.

Please take into account the fact that in Belarus (my country of residence), the IP address is dynamic. This means that today my IP address can be mine, and tomorrow, for example, a completely different Internet user. I cannot know this and, moreover, I cannot bear responsibility for it.

I am asking the casino to return my $ 5167 and provide an option to withdraw these funds.

We are currently waiting for the casino to provide some relevant proof as we did not find anything attached in the e-mail received from them.

Hello!

Sent to your email. Please check.

Good day! I want to read the evidence that the casino has sent you. And, as far as I know, in accordance with the legal norms, I have the right to do so.

Dear Zira,

We asked the casino again to provide additional information as based on what we've received, your account shouldn't have been blocked or balance voided. We will be waiting now for the casino's answer regarding the case.

I believe that if the casino had evidence of my guilt, it would certainly provide it to you, taking care of its reputation. Is not it?

Hello, Nick!

We have answered you by mail.

Good day! Please provide evidence for my review. As a side of sports, I have the right to study them, give comments and, in case of disagreement, refute them. Please respect my civil rights.

Dear Zira,

We have received an evidence from the casino showing us that you have used multiple bonuses. Why did you claim that you didn't claim any? Please note that currently the casino has provided us enough evidence to prove that you have used bonuses and that multiple accounts were created from the same IP. Based on that, we will be forced to close the complaint. I can still however recommend you to contact the licencing authority of the casino which would be able to help you out even further if you wish to resolve this matter. Please let us know in the future if there will be any new information regarding the case. I'm really sorry that we could not help you out with this one but currently the casino provided us enough evidence to reject the complaint.

Wish you best luck.

Regards,

Nick