Withdrawal request for 270,64 AZN

Dear all,

Following a careful review and consideration of all the information, details, and evidence presented by both parties during the complaint process, the AskGamblers Complaint Team has reached a conclusion. The Parimatch Casino management has presented sufficient evidence that the aforementioned amount was successfully paid to the player’s credit card.

Based on this information, and taking into account that the player's bank statement reflects these two transactions, the AskGamblers Complaint Team considers this case Resolved and Closed.

While we understand this might not be the outcome expected by the complainant, we would like to remind you that in the event of a disagreement with our decision, further assistance may be requested from the relevant regulatory body and/or the appointed ADR entity.

Dear AskGamblers Team,
I have previously provided five distinct pieces of evidence supporting my claim, yet the casino has deliberately ignored the most critical points, attempting to address only one minor detail with misleading information. I am now resubmitting my arguments, and I demand a transparent, point-by-point response to these serious allegations of system manipulation and document fabrication.
1. Bad-Faith Manipulation of Transaction History (Time Alteration):
I am providing original screenshots proving my withdrawal was initiated on 07.01.2026 at 17:01. Following my complaint, the casino manually altered my account history, shifting the timestamps 3 hours back (to 14:01) to match their false narrative. This proactive manipulation of player data is a grave violation of fair gaming practices.
2. Direct Admission of Failure by Official Staff (The "Smoking Gun"):
In the attached evidence, their support representative (Karina) explicitly states:
"Bu ödəniş uğursuz olub, həmin vaxt silinmə baş verməyib. Uğurlu silinmə məhz 20 yanvar tarixində olub." > (Translation: "This payment failed; no deduction occurred at that time. The successful deduction took place exactly on January 20th.")
This internal admission completely invalidates the casino's claim of a "successful payment on January 7th."
3. Intentional Fabrication of Receipts and Lack of RRN:
The "receipts" provided by Parimatch are sloppily falsified. A legitimate international bank transfer is impossible without a valid RRN (Retrieval Reference Number). The absence of this 12-digit mandatory identifier proves that these documents are not official bank records but rather manually edited files designed to deceive this investigation.
4. The 13-Day "In Processing" Logic Gap:
The casino’s claim of completion on 07.01 is logically impossible. My account status remained "In Processing" on 08.01 and 18.01, only moving to "Approved" on 20.01.2026. A transaction cannot be "settled" on the 7th while remaining "active" in the system for nearly two weeks thereafter.
5. Systematic Refusal to Provide Verifiable Proof:
Parimatch continues to provide unverified, cropped images instead of a standard bank-generated PDF confirmation. Their refusal to provide a verifiable document speaks volumes about the authenticity of their "proof."
My Demands for the Casino:
I request the AskGamblers team to hold Parimatch accountable for answering each point:
• Explain why their own support staff (Karina) contradicts the casino's official email response.
• Explain why the transaction stayed "In Processing" for 13 days after they claim it was paid.
• Explain the 3-hour timestamp manipulation that occurred only after I filed this complaint.
• Provide a verifiable, bank-generated PDF receipt with a valid RRN for the January 20th approval.
Failure to address these points individually will be considered a further admission of fraudulent behavior.
Sincerely:Elchin Gahramanov

Dear @Elcin1964,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear Customer,

Following your inquiry, our specialized department has conducted a thorough review of your transaction. Please find the detailed clarification regarding your payout below.

Transaction Timeline & Fees

Your payout was initiated at 14:01 and immediately sent for processing. It was successfully completed by the payment provider at 14:37 on January 7, 2026. The funds were credited to your account in two separate payments: 120 AZN and 150 AZN.
Please note that a processing fee of 0.64 AZN was withheld by the payment system. All such commissions are determined and deducted by the processing party responsible for the transfer.

Status Updates & Synchronization

We would like to clarify that transaction statuses in your history are updated only upon receiving final confirmation from the payment provider. Due to technical processing intervals, this information may not always appear in real-time. Consequently, the timestamp in your transaction history might not perfectly align with the actual moment of processing.

Verification Documents

Regarding the evidence provided: the screenshots we shared are official records from the payment provider’s side. Please be advised that these screenshots do not pertain to your personal bank cards. Furthermore, the video you provided from your own transaction history clearly displays these credits at the specified date and time, which serves as final confirmation that the funds have reached your account.

Best regards, Parimatch team