The player from India had deposited 6500 INR via UPI QR code, but the payment had not been confirmed by the casino. Despite multiple follow-ups with customer support, the issue has remained unresolved since July 13-14, 2024. The investigation timeline had been extended to allow for further communication between the player and the casino regarding the transaction. The casino was found to be unlicensed in the player's region, and despite ongoing inquiries, no satisfactory explanation had been provided regarding the deposit issue. The complaint was marked as 'unresolved' due to the casino's lack of cooperation.
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 complicated process that might take approximately one month. 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.
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.
I fully understand your frustration, Rahulop. 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 25 days to allow them one full month to investigate. 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.
Since the status of your deposit of 6500 INR is 'declined' I would recommend you contact your payment provider. If the money got lost during the transaction, it will take some time before it’ll be credited back to your bank account.
Why r u not understand this that payment provider onboard on parimatch casino casino by parimatch casino not me.
User will do transaction by payment merchants.
If any payment transaction is failed or money deducted from user's bank account parimatch casino have to contact payment provider which they on board.
I m already complaint about this in parimatch it's completely successfully but didn't credited my amount in my account.
Why r u not take reply from parimatch casino?
How can I contact payment provider ?
There is no information written about payment provider on payment page.
I have no information about the payment provider how can I contact him ?
Can u ask the parimatch casino about payment provider contact number ya anything else and give me so that I do contact him for my refund or confirmation of my transaction.
Give me payment provider manager information like mail support or any thinh elaso for contact him
I will do contact
Why is parimatch casino not contact the payment provider for confirmation of my transaction?
Payment provider onboarding by parimatch casino not me
If you used a bank transfer, the payment provider in question would be your bank.
Kindly contact your bank and inquire about the transaction. Check your bank account for any returning amount corresponding to the deposit amount and let me know about the result.
Parimatch executive solved my problem but didn't credited my amount in my account nor refund my amount in my bank account
Till now I have done 3 complaint about my deposit
And all 3 are resolved but didn't received refund not amount in my account
Pls help
I m showing u my latest complaint but didn't credited my amount in my account pls help it's more than 24 days gone till now I didn't get any proper reply on email from parimatch financial department pls help
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We’ve reopened this complaint at the request of Rahulop. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear Rahulop,
Could you please clarify whether you need further assistance?
必要な情報を提供していただき、ありがとうございます、ラフロプさん。あなたの苦情を同僚のミハル( michal.k@casino.guru ) があなたのお役に立ちます。ただし、Parimatch Casino IN では、いかなる問題でも仲裁しようとする私たちの試みを完全に無視するのが常套手段のようですので、ご注意ください。「無反応ポリシー」と記された多くの未解決の苦情にもかかわらず、私たちは努力を続けます。
Thank you very much, Rahulop, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Parimatch Casino IN to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.
I'm Michal and I have taken over your complaint. I have reviewed your case and it looks like there might be some issue with this particular payment method. There were some complaints raised about transaction issues using the same payment method as you did quite recently. 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,
Could you kindly provide insight into the issue causing the player's deposit not to reflect in their casino account? Has an investigation with the payment provider been initiated, and if so, are there any updates you can share? If there is any information that cannot be disclosed publicly, please feel free to forward it to me directly at michal.k@casino.guru
I hope this message finds you well. I wanted to let you know that I am in communication with the Parimatch team separately. Have you received the funds in the meantime?
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.
I have contacted the casino representative as we previously discussed, in hopes of obtaining the necessary information. They indicated that your payment was not received on their end; however, I did not receive a satisfactory explanation regarding the circumstances surrounding this issue. Regrettably, despite my continued inquiries, I have not obtained any adequate clarification on the matter. While I recognize that the casino team does not directly manage payments and that any unprocessed payments should be addressed with your bank or payment provider, it is essential for the casino to provide reliable payment methods for its players and to actively engage in resolving any issues with the payment provider. Unfortunately, this has not been the case. We have received numerous complaints concerning deposits that have not been credited to players' Parimatch accounts, suggesting that this issue persists. Although we acknowledge that no system can be entirely flawless, I have attempted to convey our expectation that the casino team should take a more proactive approach in addressing such concerns. Unfortunately, there has been little to no progress in this regard. I fear that without cooperation from their side, there is limited potential for resolution. Since the casino operates without a valid license in your region at the moment and doesn't refer to any ADR service, there is no gaming authority to turn to. The Casino previously held a license issued by Curaçao Interactive Licensing (CIL) Authority; however, due to recent modifications in the licensing regulations in Curaçao, we were unable to verify the current status of this license, and therefore, we cannot ascertain whether the casino remains licensed, thus we list the casino as unlicensed at the moment. Based on our findings CIL no longer handles player complaints, but you can still try to contact the authority (you can find more information on how to do that here: Licensing Authority – Curaçao Interactive Licensing | Casino Guru. Maybe they will be able to help. Please let me know how they responded at michal.k@casino.guru if you do so.
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 could 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.