Parimatch Player Complaints Policy

Start with customer support. Email [email protected] or use live chat on the website. Most issues get sorted at this stage. If yours does not, you can lodge a formal complaint at no charge.
The deadline is six months from the incident. For poker and ante post fixed odds betting, that clock starts after the bet settles or the event wraps up. In-running sports betting complaints are a bit different, investigation data tends to disappear quickly, so the sooner you act, the better.
Only the registered account holder can file. No third-party complaints.

Once a complaint lands, the handling depends on the type. There are two tracks with different timelines.
Responsible Gaming complaints get fast-tracked. Parimatch acknowledges them within two business days and targets resolution within five. If that is not enough, you get written notice. The maximum extension is two weeks, plus another two if the delay is on your end. These cover things like self-exclusion issues, cooling-off periods, or concerns about vulnerable players being targeted.
Everything else runs on a longer cycle. Acknowledgment within one week, resolution within four. Complex situations can stretch to eight weeks total with written notice. If you do not cooperate or hand over requested documents within the first four weeks, Parimatch can reject the complaint outright.
Either way, you get a written response by email. It will contain a reasoned assessment with evidence where relevant, an explanation if the complaint was not processed, or directions on what to do next if you disagree with the outcome.

If the result does not satisfy you, escalate to an independent ADR provider for free. Full details on eligibility, how to submit, and contact information are in the Parimatch Terms and Conditions.
The ADR process is impartial. The provider’s decision binds both sides, Parimatch and the player, but does not block you from taking legal action separately. One shot per complaint though. Once ADR wraps up or you pull out, the same issue cannot go back in.

The Curaçao Gaming Authority does not step into individual complaints about gambling transactions. That is not what they do. But you can contact them directly if you suspect malpractice, a licence breach, or if you have whistleblowing concerns.

Parimatch logs every complaint and reports to the CGA. Your information stays confidential, gets used strictly for regulatory purposes, and is kept on file for five years or as long as the law requires.

You can submit complaints for free, expect timely acknowledgment and resolution, access ADR services, pursue legal action if needed, contact the CGA on regulatory matters, and be treated fairly from start to finish.

This policy gets revised when regulations change or processes improve. Keeping up with updates is on you. By holding an account, you confirm you have read and accepted it. The policy is part of the Parimatch Terms and Conditions.