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Parimatch Casino - My account was blocked without any further explanations

UNRESOLVED
Complaint Info
Disputed casino Parimatch Casino
Reason Account closure
yulii Ukraine
Posted on May 25, 2020

Hello, I 've been registered with the Parimatch casino since the beginning of March. Recently my account was blocked, and on my page appeared an inscription - a fraud.

This is a very strange situation in my opinion. On April 23, I withdrew my money without problems. I didn 't receive letters from the casino about inspection or violations. On April 24, my account was blocked. The casino does not explain to me on what basis the conclusions about fraud were drawn.

When I asked about the reason for the lockout, I got an answer. "The bookmaker network reserves the right, without explanation and prior written notice, to impose restrictions or refuse to accept bets on any person."

I don 't think the casino has the right to block the account under this clause. If the casino cancels my account under internal terms, they are required to return me the deposits I made for the game. Otherwise, they actually stole my money. No one withholding of funds could be lawful without a police or court decision. Please withdraw my deposits and close my account afterwards.
I attach the evidence what I have in English and Russian languages.

Posted on May 28, 2020

Dear Yulii,

Your account was banned because it broke one of the rules below:

• one Client has several game accounts (multiple registrations, multi-accounts), including under a new name. The Betting company does not recommend two or more Clients to place bets from the same IP address (one device, local network);

• one Client uses the data of other persons to register new gaming accounts, including his family members;

• bets are made by a group of Clients acting in collusion, in order to circumvent the restrictions established by the Betting company;

• the Client is suspected of using any software that automates the process of setting rates;

• uses a game account to play in arbitration situations;

• the gaming account is not used for betting and other products offered by the Betting company;

• loyalty programs are abused.

This particular case affected our bonus policy and here's a paragraph from our terms and conditions:

"In the case of suspected fraud committed through multiple registrations (fake account, playgroups), Parimatch will void the bonus and winnings owed to the user. If the second account was registered, then the bonus will be removed and all bonuses and winnings may be annulled."

We hope that this information is helpful.

AskGamblers
Posted on May 28, 2020

Dear Parimatch Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­[email protected]­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Posted on June 1, 2020

Dear AskGamblers support team,

Yuliia played from one permanent IP address. The same IP address was used for another account. Both accounts were registered in different countries, so because of one IP for 2 accounts it`s appeared to be multiaccounting.

The company's rules due to the multiaccounting is described at the paragraph 80th of Terms & Conditions:
The Betting company reserves the right to invalidate the concluded agreement (including the bets placer before or after the beginning of the event), refuse to fulfill obligations under such an agreement (including refuse to pay any winnings) or from return of any placed bet, if:

subparagraph 4

4. It was determined that

• one Client has several game accounts (multiple registration, multi-accounts), including under a new name. The Betting company does not recommend two or more Clients to place bets from the same IP address (one device, local network);
• one Client uses the data of other persons to register new gaming accounts, including his family members;
• bets are made by a group of Clients acting in collusion, in order to circumvent the restrictions established by the Betting company;
• the Client is suspected of using any software that automates the process of setting rates;
• uses a game account to play in arbitration situations;
• the gaming account is not used for betting and other products offered by the Betting company;
• loyalty programs are abused;

The client also used money bonuses, that have the following rule in Terms & Conditions, paragraph 5:

The bonus is available only for one betting account per person, family, apartment, computer or IP address. In the case of suspected fraud committed through multiple registrations (fake account, playgroups), Parimatch will void the bonus and winnings owed to the user. If the second account was registered, then bonus will be removed and all bonuses and winnings may be annulled.

AskGamblers
Posted on June 5, 2020

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the Parimatch Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.

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