Rules for processing and handling complaints and controversial situations
First of all, Parimatch is interested in meeting the needs of its customers. Thank you for your interest and no indifference for cases where, perhaps, we have not reached our goal. Your handling with complaints, comments or wishes is an important way of company’s understanding for the real needs of our customers. We ask you to describe the situation as detailed as possible. Our team of experts who are facing difficult problematic situations will immediately begin solving your problem.
Submit a complaint
Filing a complaint: If you wish to send a complaint, you can do this via email at [email protected].
What you need to do.
In order to resolve the request quickly, you should give us as much information as possible, as well as:
- your name;
- the number of your game account;
- all the details of your complaint.
What will happen next?
Once we receive your complaint with all the necessary information, we will then assign it to a member of our Team of Experts in difficult situations to evaluate the situation and make a decision. We will try to reply within 24 hours after receiving your complaint.
If you will not be satisfied with our reply, you will be able to request an escalation, which will be checked by a member of our team. You will then receive the final answer. If you do not agree with our final answer, you can send your complaint to the Cyprus National Betting Authority (NBA). Parimatch will comply with the decision of the Cyprus National Betting Authority (NBA).