RESOLVED: Parimatch Casino - False Terms & Conditions, Multiple Scams

This is not the first complaint I have had against Parimatch, but one for which I have significant evidence they have violated terms/conditions and have reasonable grounds for a fraud claim.

I have been a customer of Parimatch for several years, however in the past year I have noticed that they were continuing to have technical issues, or other issues related to promotions which caused me large sums of money. They hid behind their terms and conditions and always had some excuse which prevented a claim. I discontinued use of Parimatch until a couple of days ago. They offered me a 100% sports deposit bonus, which I thorooughly read through the terms and conditions for. I did this because in the past, they have had SOME promotions not allow cryptocurrency deposits to be used as the qualifying deposits for the promotion. These terms and conditions did NOT mention that cryptocurrency payments would be ineligible. I have attached a screenshot of this image with the terms and conditions. I activated the promotion the night of Feb. 21st, and then made a crypto deposit of $51. Normally, the promotion amount is credited immediately, this time it was not. I then went to live chat and asked them what was happening. The representative told me to wait an hour for an update. So I could not use my $51 deposit (as I have to use it after bonus activation in order to release the bonus funds). After an hour, I went back and they said they needed a specialized team to look into this who were unavailable on weekends and it would take 24 hours to resolve. I told them forget it, I am being scammed and want to withdraw my initial deposit.

Here's where tthings get fun. They have terms and conditions stating that all deposits need to be played through 1x prior to a withdrawal for anti money laundering rules. That's fine, but I wouldn't have deposited had I known they would not honor the bonus right? So I made two bets to try to play the 1x requirement, both of course lost. So now my deposit was gone, and no 100% bonus was activated. 

The next day, they replied saying that the terms and conditions clearly state under point 3 that cryptocurrency deposits are not eligible for this promotion. I looked at the terms again and sure enough, they made the adjustment to the term number 3 and added this note. I have attached screenshot of the updated terms, which were NOT the same as when I initially activated the bonus. As an apology, they offered a $25 freebet, which had it's own terms (5x odds max, freebet amount is taken away from potential winnings). Now I ask, is this enough compensation for a fraudulent bonus offered in which they never intended to honor? Trying to hide behind terms and conditions they ADDED after I already activated and attempted to use the bonus? Lying and saying it was always listed there and I should read the terms and conditions carefully (even though I have screenshots showing that this was added the next day).

The long and short of it is that Parimatch made an error in not adding the note about ineligible cryptocurrency deposits. If this note was there, I would not have made the deposit and continued my activity at Stake.com, where I wager daily and have done so for the past year. I have not deposited at Parimatch in over 6 months, so it was 100% due to this "bonus" they offered me. 

They admitted their error with a "gesture of goodwill" freebet, equal to only half of my deserved bonus. Then they backtracked and said it was my fault for not reading the terms, which they added AFTER I made the deposit. I was weary of them already, so just wanted my deposit back, which also was not an option due to their 1x playthrough requirement for all deposits prior to withdrawal. I truly feel that they entrapped me with a fake bonus (or at least fake terms), and gave me no option to take my money out. Sure, had I won the initial bets (or even 1 of them), I could have gotten my money out. But that is still a gamble I had to unnecessarily take because of their "terms and conditions."

They lied about how long the resolution would take, they lied and said it would be resolved then said the terms said I'm ineligible, and they added these terms after I deposited which is already very scummy. All I asked them to do was credit me $51 as a cash bonus with a 5x (or whatever amount) playthrough which would be equivalent to the bonus I was due. I also asked to speak to a manager or supervisor, which they never allowed me to do. 

I really don't know what else I could have done, but I highly URGE everybody to please avoid Parimatch casino. If you must use their services, please read all terms and conditions VERY carefully. If anything seems off, report it right away. Their customer service agents are of no help at all and try to hide behind their terms and conditions. I have been an online gambler for over 10 years (4 at Parimatch alone), and I have now realized that they are the scummiest company I have had the displeasure of using.

For Parimatch reps, my account ID is ****. I highly doubt they will care or do anything to resolve this, but I want the entire LCB community to be aware of this issue. Thanks everyone for your time.

Hello Rez112,

Thank you for sharing your experience with the LCB community. We appreciate you taking the time to provide the details and screenshots.

We will contact the casino representative to request an official explanation regarding the reported change in the T&C and the timeline of those updates. Once we receive their response, we will inform you.

Thank you.

Hello Rez112,

Please send us the email address you used to register your Parimatch account, as well as your full name, via private message. This will help the casino representative locate your account more easily and review the case further.

Thank you in advance.

I have sent you the private message. Thanks.

Hello Rez112,

We have forwarded your details to the casino representative, and they are now reviewing your case.

We will inform you as soon as we receive their response.

Thank you for your patience.

Just an update, since my post i have exchanged emails with customer service representatives. Their continued response is they did nothing wrong and it's my fault for being confused. Furthermore I asked several times what the next step for escalation is as is my right, and they refuse to give me any instruction - only saying this situation is resolved in full and they apologize for any inconvenience. 

I'm pretty sure its illegal for a sportsbook to refuse to give clear instruction for escalating matters such as this...

Hello Rez112,

We have received a response from the casino representative stating that, after you contacted the casino’s support team regarding this matter, you were granted a 25 CAD free bet as a gesture of goodwill.

You were also informed about the relevant clauses in their Terms and Conditions:

22. These terms and conditions may be changed and amended without additional notice.

23. In case of contradictions regarding the interpretation of the paragraphs of these terms and conditions, the interpretation of Parimatch is considered to be final and binding for execution.

Since the casino is relying on the above-mentioned Terms and Conditions in this case, unfortunately, we are not able to intervene further. Therefore, we will have to close this complaint from our side.

Thank you for your understanding.

Okay, so just so everyone is aware.. the company's reasoning here is that they can CHANGE the terms and conditions for any bonus, anytime they wish, including after you activate a bonus and deposit for it. They can just decide they don't want to give it to you, and you will clearly be out of luck. 

A bit disappointed LCB doesn't understand what's going on here either and somehow think what Parimatch had done is justified. 

Dear Rez112,

We understand your frustration and would like to clarify that our role is not to justify the casino’s actions, but to review the information provided by both sides and mediate where possible.

In this case, the casino is relying on specific clauses within their Terms and Conditions, under which they reserve the right to amend promotional rules and interpret them at their discretion. When a casino acts in accordance with its published Terms and Conditions, there is unfortunately very little room for further intervention, especially considering that every player agrees to those Terms and Conditions upon registration.

Since the casino has clearly stated that their decision is final and is standing by its internal policies, our ability to escalate the matter further is unfortunately very limited.

This does not mean that we necessarily agree or disagree with their business practices, only that, from a mediation standpoint, there are no further steps available to us once a final decision has been made based on the casino’s T&C.

Thank you for your understanding.

Just an update on Parimatch, they continue to astonish me with their poor service. I stuck around for their new campaign launch, and transferred my vip status over from Stake. They leveled me up to VIP status, but skipped all the rank up rewards, so there was absolutely no point to transfer status. I since closed my account. Buyer beware.