Parimatch Casino JP - Отказ игрока от участия в турнире отложен.

Parimatch has failed to return my remaining funds and process my withdrawal despite repeated confirmations that payments were "completed".

The casino previously stated that all refunds would be completed no later than October 24.

However, almost two months have passed since that date, and the full amount has still not been received.

The casino claims that:

refunds were processed, and

a ¥200,000 withdrawal was successfully sent,

However, I have not received any of these funds.

According to my bank statements, no incoming transactions corresponding to these amounts exist.

Outstanding amounts:

Remaining refunds: ¥158,778 (plus related fees)

Withdrawal: ¥200,000

I have repeatedly requested Parimatch to provide ARN / transaction reference numbers for:

the remaining refunds, and

the ¥200,000 withdrawal.

Parimatch has failed to provide any valid ARN or transaction proof, and instead keeps shifting responsibility to the bank without evidence.

Furthermore, the casino has demonstrated a very passive and inconsistent communication pattern:

repeatedly missing response deadlines on AskGamblers,

failing to reply to direct questions,

and stating that the case was "fully resolved" while the funds were never received.

Given the extended delay (nearly two months beyond the promised deadline), the absence of transaction proof, and the repeated lack of meaningful communication, this situation raises serious concerns regarding the accuracy of the casino’s statements and the actual execution of the payments.

I request CasinoGuru’s assistance to:

Require Parimatch to provide valid ARN / transaction reference numbers, or

Confirm that the funds were never actually transferred.

I do not agree to close this case until the full amount is received.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Parimatch Casino UK.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you currently? Is it possible for you to access the record of payouts from the casino?
• Could you please share the responses you received from the casino regarding the payout being delayed?
• Did you achieve your current balance with the help of a bonus?
• Could you please share details of your previous public complaints regarding this issue with me?
• Send emails or chat transcripts and other supporting evidence to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Thomas,

Thank you for your reply. Below are the answers to your questions.

1) Account access

Currently, your account has been unilaterally restricted and blocked by Parimatch, and you are unable to log in or withdraw funds normally.

2) Payment and withdrawal history

The casino claims that refunds and withdrawals have been completed, but none of the funds have actually been deposited, and no transaction number (ARN) or other proof has been provided.

3) Casino response to delays

Parimatch promised to "refund the full amount by October 24th," but more than two months have passed and the money has still not arrived.

They have responded in a very passive and dishonest manner, ignoring messages, not meeting deadlines, and shifting the responsibility to the bank.

4) Bonuses

The outstanding balance is not from a bonus, but from actual funds I deposited.

5) Past complaints

I also filed my complaint with other arbitration sites, including AskGamblers, but Parimatch didn't respond in a timely manner and falsely claimed it was "resolved."

6) Submission of evidence

You can provide evidence of the following:

・Bank statement (proof of unpaid funds)

・Deposit history

・Screenshots of chats and emails

・Parimatch official reply

The outstanding amount is 158,778 yen + fees, and the withdrawal amount of 200,000 yen.

I will not withdraw this complaint until this matter is resolved in full.

As instructed, the evidence [email protected] We will send it to you.

Thank you very much.

トーマス様

ご返信ありがとうございます。以下、質問への回答です。

1）アカウントへのアクセスについて

現在、Parimatch によりアカウントが一方的に制限・封鎖されており、正常にログイン・出金操作を行うことができません。

2）支払い・出金履歴について

カジノ側は返金および出金が完了したと主張していますが、実際には一切入金されていません。また、取引番号（ARN）などの証明も提示されていません。

3）遅延に関するカジノの対応

Parimatch は「10月24日までに全額返金する」と約束しましたが、すでに2か月以上経過しても未着金です。

メッセージを無視し、期限を守らず、責任を銀行側に転嫁するなど、非常に消極的かつ不誠実な対応です。

4）ボーナスについて

未払い残高はボーナスによるものではなく、実際に私が入金した資金です。

5）過去の苦情について

AskGamblers など他の仲裁サイトにも苦情を提出しましたが、Parimatch は期限内に返信せず、「解決済み」と虚偽の主張をしました。

6）証拠提出

以下の証拠を提出可能です：

・銀行明細（未着金の証明）

・入金履歴

・チャット・メールのスクリーンショット

・Parimatch 公式の返信

未払い金額は 158,778円＋手数料、および 200,000円の出金分です。

本件が全額解決されるまで、私は本苦情を取り下げることはありません。

指示通り、証拠は [email protected] に送付いたします。

よろしくお願いいたします。

Parimatch claims refund completed but money never received – No ARN provided

Hello,

I am filing a complaint against Parimatch regarding an unpaid refund.

Parimatch claims that my refund was successfully processed on October 11. 

However, more than two months have passed, and the refunded amount has never arrived in my bank account.

Important facts:

1. Parimatch backend shows the refund as completed (screenshot attached).

2. My bank statements from October to December clearly show that no such refund was received.

3. I contacted my bank multiple times, and they confirmed that no refund transaction exists.

4. I repeatedly requested the ARN (Acquirer Reference Number), which is mandatory proof for any card refund.

5. Parimatch support explicitly stated that they cannot provide any ARN or refund reference.

6. Support keeps repeating that the refund was completed but refuses to provide proof or timeline.

Without an ARN, the refund cannot be verified by any bank.

This strongly suggests that the refund was never actually processed.

I have attached:

- Screenshot of Parimatch claiming the refund was completed

- Bank transaction history proving no refund was received

- Chat records showing Parimatch refusing or unable to provide ARN

I kindly request AG / Casino Guru to assist in investigating this case and help me recover my funds.

Thank you for your support.

The casino claims the refund is completed but refuses to provide the ARN,

stating it is "internal information". My bank confirms no refund was received

and ARN is required to verify it.

Hello Aki2222,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

The casino claims that ARNs were already provided to me.

However, the attached screenshot shows that the so-called ARN information is unclear and incomplete, and cannot be verified by my bank.

My bank has confirmed that there are NO incoming transactions matching these supposed ARNs, and the full refunded amount has NOT been received.

This strongly suggests that the casino’s previously shared ARN information may be invalid or misleading.

Without a verifiable ARN that matches my bank records, the refund cannot be considered completed

I can also provide complete bank statements from my very first deposit in September up to today, which clearly prove that the full refund amount and the ¥200,000 withdrawal have never been received.

.

Today I contacted Parimatch live chat again regarding the missing refund.

When I stated that I have full bank evidence and would submit everything to third parties,

the casino closed the chat without providing any answer.

This is not cooperative behavior.

I can provide complete bank statements from the first deposit in September until today,

proving that the refund and the ¥200,000 withdrawal were never received.

Thanks for the detailed explanation of the situation.

Could you please specify the reason why you requested a refund of your deposited funds from the casino in the first place?

Please let me know.