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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 tomas@casino.guru, 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 tomas@casino.guru 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 tomas@casino.guru 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.

No, the facts are different.

As a result of my play, I won 200,000 yen.

I applied for a withdrawal of the 200,000 yen.

At the time of withdrawal application,

・Identity verification

・Address confirmation

- All other account authentication

has already been completed and approved.

However, Parimatch

The withdrawal of 200,000 yen was unilaterally rejected.

There was no explanation as to why.

after that,

"Refund all deposits"

I was informed that,

To date, no full refund has been given.

this is

・Failure to provide a valid reason for withdrawal refusal

・Although it was explained that the refund was complete, the money was not actually received.

That is a very serious issue.

I have already checked with the bank.

Any applicable full refund and

No withdrawal of 200,000 yen has been confirmed.

If the refund process has been completed,

ARN (Authorization Number) corresponding to each transaction

Please present it clearly.

more than this,

If the explanations are inaccurate or the response is vague,

To third-party organizations (Casino Guru, AskGamblers, etc.)

I will provide all the evidence.

The official explanation and

We request that a specific deadline for action be provided.

いいえ、事実関係が異なります。

私はプレイの結果、20万円の勝利金を獲得し、

その20万円の出金申請を行いました。

出金申請時点で、

・本人確認

・住所確認

・その他すべてのアカウント認証

はすでに完了・承認されていました。

しかし、Parimatch側は

20万円の出金を一方的に却下し、

その理由については一切の説明がありませんでした。

その後、

「全入金額を返金する」

との案内を受けましたが、

現時点においても全額は返金されていません。

これは

・正当な出金拒否理由の不提示

・返金完了と説明しながら実際には未着金

という、非常に重大な問題です。

私はすでに銀行へ確認を行っており、

該当する全額返金および

20万円の出金は一切確認できていません。

返金処理が完了しているのであれば、

各取引に対応するARN（承認番号）を

明確にご提示ください。

これ以上、

事実と異なる説明や曖昧な対応が続く場合、

第三者機関（Casino Guru、AskGamblers 等）へ

すべての証拠を提出いたします。

正式な説明と、

具体的な対応期限の提示を求めます。

Update:

The casino continues to close communication channels during the ongoing dispute.

No verifiable proof of full refund has been provided to date.

Dear Aki2222,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

I would like to add an important clarification to my complaint.

It has now been more than three full months since Parimatch’s own stated refund deadline, yet I still have not received the full refund, including the remaining refunds and the ¥200,000 withdrawal.

Throughout this period, Parimatch has repeatedly provided unclear, inconsistent, or unverifiable information, which I strongly believe was used to delay the resolution of this case.

Based on their previous behavior, I am concerned that Parimatch may once again attempt to shift responsibility to the bank. However, I can clearly prove that my bank has never received the remaining refund amounts. I have complete bank statements covering the entire period, which directly contradict Parimatch’s claims.

This strongly suggests that the remaining refunds were never actually executed, rather than being delayed by the bank.

Therefore, I respectfully request Casino Guru to thoroughly verify all evidence, including:

Valid and traceable ARN / transaction reference numbers

Proof that the refunds were actually processed and sent

This is necessary to prevent Parimatch from unfairly shifting responsibility onto either myself or my bank.

I am fully prepared to provide all bank records from my first deposit in September up to today, proving that the funds were never received.

I would like to add one critical factual clarification to my case.

In total, I made 34 separate deposits to Parimatch. Each refunded deposit must have its own unique ARN / transaction reference number.

In addition, there is one separate withdrawal of ¥200,000.

Therefore, there should be a total of 35 valid and traceable ARN numbers:

34 ARNs for deposit refunds

1 ARN for the withdrawal

To this day, Parimatch has never provided a complete, clear, and verifiable list of these ARN numbers. Instead, they repeatedly claim that "all ARNs have already been shared," without presenting evidence that matches the actual number of transactions.

This discrepancy raises serious concerns about the accuracy and credibility of Parimatch’s statements.

I can provide full bank statements covering every transaction from my very first deposit in September until today, which clearly show that the remaining refunds and the ¥200,000 withdrawal were never received.

I respectfully ask Casino Guru to require Parimatch to account for each individual transaction, and to prevent them from shifting responsibility to the bank without proof.

A refund that cannot be matched to a valid ARN cannot be considered executed.

I would like to proactively clarify this point to prevent the responsibility from being shifted to the bank.

I have already contacted my bank multiple times and conducted thorough checks.

The bank has confirmed in writing that no incoming transactions corresponding to the remaining refunds or the ¥200,000 withdrawal were ever received.

If Parimatch claims that the refunds were successfully processed, the only objective way to verify this is through valid and matching ARN numbers for each transaction.

Without ARNs that correspond exactly to my 34 deposits and 1 withdrawal (35 transactions in total), the claim that the refunds were executed cannot be verified and cannot reasonably be attributed to the bank.

I am fully prepared to provide complete bank statements from my first deposit in September up to today, which clearly show that the remaining refunds and the withdrawal never reached my account.

Therefore, I respectfully request that Parimatch be required to prove execution with verifiable ARNs, rather than shifting responsibility to the bank without evidence.

Casino: Parimatch

Player ID (Parimatch): 366798933

Issue type: Unpaid refunds & unpaid withdrawal

Case summary

I am providing this consolidated summary to avoid repeated requests for information and unnecessary delays.

I deposited funds into Parimatch 34 times using my credit card.

In addition, there was 1 withdrawal request of ¥200,000, making 35 transactions in total that require verification.

After winning ¥200,000, I requested a withdrawal.

Despite having fully completed all required verifications (identity, address, etc.), Parimatch rejected the withdrawal without providing any valid reason.

Subsequently, Parimatch stated that they would refund all deposits.

However, as of today, the full amount has NOT been received.

Key facts

The total deposited amount: ¥709,000

Amount still missing (refunds): ¥158,778 + related fees

Unpaid withdrawal: ¥200,000

Parimatch repeatedly claims that:

All refunds were completed on October 11

All ARNs were already provided

The case is "closed"

These claims are not supported by verifiable evidence.

ARN issue (critical point)

Parimatch has never provided a complete and verifiable list of ARN numbers corresponding to:

34 individual deposits

1 withdrawal (¥200,000)

→ 35 ARNs in total

The ARNs previously mentioned in AskGamblers were:

Unclear

Incomplete

Not traceable by my bank

Without valid ARNs that match each transaction, the claim that refunds were executed cannot be objectively verified.

Bank confirmation

I have contacted my bank multiple times.

The bank has confirmed that no incoming transactions corresponding to the remaining refunds or the ¥200,000 withdrawal were ever received.

I am able to provide full bank statements from my first deposit in September up to today, clearly showing:

Which refunds were received

Which refunds were never credited

This confirms that the issue cannot be attributed to the bank.

AskGamblers reference

In the AskGamblers case, Parimatch stated that:

All refunds were completed

All ARNs were shared

The case was closed

These statements directly contradict my bank records.

I am concerned that false or unverifiable information was submitted to delay resolution.

Request to Casino Guru

I respectfully request Casino Guru to:

Require Parimatch to provide a complete list of 35 valid ARNs, each clearly linked to:

Transaction date

Amount

Deposit or withdrawal

Verify whether the ARNs previously mentioned actually exist and are traceable

Prevent the responsibility from being shifted to the bank without evidence

I will not agree to close this case until:

The full refund amount and

The ¥200,000 withdrawal

are confirmed as received.

Thank you for your assistance.

Hello Aki2222,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Parimatch Casino JP to join the conversation.

Dear Parimatch Casino JP,

Could you please provide clarification regarding this matter and explain why it has not yet been resolved with the player, despite a considerable amount of time having passed since the player initially reached out to you?

If there are any factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru

Since the AskGamblers case was closed due to Parimatch’s non-cooperation,

Parimatch has effectively stopped responding to me directly.

Live chats are repeatedly closed, and emails only contain template responses without any verifiable information.

I am concerned that Parimatch may attempt the same delay and non-response tactics here.

I would like this behavior to be formally noted in the investigation.

I would also like to add an important fact to this case.

After I won JPY 200,000 and submitted a withdrawal request, my account was suddenly blocked by Parimatch without any clear or valid explanation.

Before requesting the withdrawal, I had already completed all required verifications, including identity and address verification, and received confirmation that my KYC was successful.

Despite this, Parimatch:

- Rejected my withdrawal without providing a clear reason,

- Unilaterally blocked my account,

- And then claimed that all deposits were refunded, while repeatedly failing to provide verifiable ARN / transaction reference numbers.

The account closure prevented me from accessing my account history and further complicated my ability to verify the refund status, which I believe is highly inappropriate in an unresolved financial dispute.

This account ban appears to be part of the same pattern of delay and obstruction that has continued for over three months, during which I still have not received the full refund nor the JPY 200,000 withdrawal.

I believe this information is highly relevant and should be considered when assessing the casino’s handling of this case.

Dear Aki2222,

I'm writing to provide a quick update on your inquiry.

The Parimatch team has responded, though their reply was quite brief. To ensure I have a better understanding, I have followed up to request the relevant documentation—specifically, the transaction confirmations (including ARNs) from that time and the evidence pertaining to the alleged rule breach you have been accused of.

I am awaiting their response, and I hope to provide a more detailed response soon.

Thank you for your continued patience.

Important clarification regarding the timeline of events

Before I requested the withdrawal of ¥200,000, Parimatch never informed me of any violations of their terms.

All required verifications — including identity verification and address verification — were successfully completed and approved.

I have screenshots proving that my personal information and KYC checks were fully accepted before the withdrawal request.

Only after I requested the ¥200,000 withdrawal:

The withdrawal was suddenly cancelled

I was asked to resubmit documents, without any clear explanation

And my account was frozen without prior notice, making it impossible for me to log in

At no point before the withdrawal request was I warned of any breach, risk, or pending review.

This sequence strongly suggests that:

The alleged issues were raised only after I attempted to withdraw winnings

The account freeze and refund claims were reactive actions, not based on pre-existing violations

I can provide screenshots and full evidence confirming:

My account was fully verified before the withdrawal

No violations were communicated prior to the withdrawal request

The account freeze occurred after the withdrawal attempt

I believe this timeline is crucial to fairly assess this case.

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.

Based on the current situation, Parimatch has already had multiple opportunities across different platforms (direct support, AskGamblers, and now Casino Guru) to clarify and prove that the refunds and withdrawal were completed.

However, despite repeated requests, no verifiable ARNs have been provided, and the casino has consistently avoided direct communication or closed conversations without resolution.

This pattern of behavior strongly indicates non-cooperation with third-party dispute resolution, rather than a banking issue.

I respectfully ask Casino Guru to assess the case based on:

The lack of traceable ARNs,

The extended delay far beyond the casino’s own stated deadlines, and

The casino’s repeated failure to engage meaningfully in the resolution process.

I am fully prepared to provide complete bank statements from September until today to demonstrate that the remaining refunds and the JPY 200,000 withdrawal were never received.

Before this complaint is closed, I would like to clearly state the following:

I have fully cooperated throughout this process and can provide complete bank statements proving that the disputed funds were never credited to my account.

Parimatch has repeatedly claimed that refunds and withdrawals were completed, yet they have failed to provide any verifiable ARN numbers or transaction confirmations. Without ARNs, their claims cannot be independently verified.

If this complaint is closed as "Unresolved", it should be clearly understood that this is due solely to the casino’s refusal or inability to provide evidence, not due to any lack of cooperation on my side.

I respectfully ask Casino Guru to reflect this clearly in the final resolution.

Dear Aki2222,

In addition to other matters, I have received information from the casino representative regarding the following:

I’ve confirmed with the CS team, and we’ve been following up on this case. The latest follow-up was on January 2nd.

The player has received the refund and all ARN numbers, so this case is now closed.

Could you kindly send me your complete bank statement showing the transactions you have received, along with any documentation indicating that the casino is still owed some funds?

Please forward all the evidence to michal.k@casino.guru for an independent assessment.

Dear Michal,

Thank you for your message and for continuing to investigate this case. I would like to make a formal and very clear clarification, as the casino’s latest statement is factually incorrect and misleading.

The casino claims that I "received all refunds and ARNs" and that the case was therefore closed on January 2nd. This statement is not true. In reality:

1) Since mid-November, I have not received any meaningful or substantive replies from Parimatch. Whenever I contacted their customer support, I was either ignored, redirected without answers, or the conversation was arbitrarily closed.

2) I hereby formally confirm that I have NOT received the full refund amount. As of today, approximately JPY 150,000 of refunded deposits and the JPY 200,000 withdrawal are still missing and have never been credited to my bank account.

3) The casino’s claim that I "already received all refunds" appears to be made without any verifiable evidence. Declaring a case closed based on such a claim, while funds are demonstrably missing, is unacceptable and raises serious concerns.

4) I would like to stress that this is not a matter of misunderstanding with the bank. I can fully demonstrate, through official bank statements, that these amounts were never received. If the refunds had truly been executed, corresponding transactions would exist in the banking system. They do not.

To ensure transparency and allow for an independent assessment, I am ready to immediately submit all relevant evidence to your email, including:

Complete bank statements from my first deposit in September until today

Proof of which refunds were received and which were not

Evidence showing that the JPY 200,000 withdrawal never arrived

Screenshots of communication where the casino avoids providing verifiable proof

I respectfully ask you to review the evidence objectively and not rely solely on the casino’s unsupported assertions. At this moment, the case cannot be considered resolved, as significant funds remain unpaid.

Please let me know if you prefer the documents in PDF format or any specific structure. I will submit everything immediately upon confirmation.

Kind regards,

Aki2222

Parimatch account ID: 366798933

I would like to raise a logical inconsistency that I believe is highly relevant to this case.

The casino repeatedly claims that all ARN numbers were already provided to me.

However, when Casino Guru now formally requests them to submit the same ARN numbers again for verification, the casino appears unwilling or reluctant to do so.

This is difficult to understand.

If the ARN numbers truly exist and were previously provided, submitting them again would be the simplest way for the casino to confirm its claims and resolve this dispute immediately.

Instead, the casino continues to avoid providing verifiable ARNs and shifts the focus back to the player.

From an objective standpoint, this behavior raises serious doubts about whether such ARNs actually exist or are verifiable.

I believe this inconsistency should be carefully considered when assessing the credibility of the casino’s statements.

Dear Aki2222,

Despite my repeated requests, the Parimatch representative has not been able to provide the requested information or evidence needed to either confirm or refute your claims.

Furthermore, the Parimatch team has stopped communicating with us altogether. Unfortunately, this lack of engagement does not meet the level of transparency and cooperation we expect from casinos when addressing player complaints.

I’m afraid there is not much that can be achieved without cooperation from their side. 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 might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email. In the meantime, should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to complaints@cga.cw. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru