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Responsible Gambling and Player Complaints Policy

Responsible play concept with phone, limit controls, complaint options and player support cues

Betting should stay entertainment. This page covers the tools that keep it that way, how we protect players who need it, and what happens when you raise a complaint.

Responsible play concept with phone, limit controls, complaint options and player support cues

About Parimatch

Parimatch has been in the betting industry since 1994 and gives Indian players a sportsbook, live casino, slots and instant games in one account.

The service is operated by Castianes B.V., licensed in Curaçao under licence OGL/2024/1329/0629 issued by the Curaçao Gaming Control Board, registered at Emancipatie Boulevard Dominico F. “Don” Martina 31, Willemstad, Curaçao. Player protection is a licence condition, and the measures below apply to every account we open.

Parimatch’s Responsible Gambling Principles

We work to a simple set of commitments:

  • gambling is entertainment with a cost, never a way to earn or recover money;
  • every player is 18 or over, verified before a payout leaves the account;
  • limits belong to you: you set them, we enforce them, and no limit is loosened without a cooling-off period;
  • our systems watch for patterns that suggest play is turning harmful, and we act on them;
  • staff are trained to treat these conversations seriously and without judgement;
  • we never market to anyone who has self-excluded or asked us to stop.

Recognising the Signs of Problem Gambling

Trouble rarely arrives all at once. It builds, and the early signs are easy to explain away. Ask yourself honestly:

  • do you bet more than you planned, or more than you can comfortably lose;
  • do you raise stakes to win back what you lost;
  • do you borrow money or delay bills to keep playing;
  • do you hide the amount you bet from family or friends;
  • do you play to escape stress, boredom or low mood;
  • has betting affected your work, sleep or relationships;
  • have people close to you said they are worried.

One yes deserves a pause. Several mean it is time to use the tools below, or to talk to one of the organisations named further down.

Deposit, Loss and Time Limits; Self-Exclusion Tools

Every control sits inside your account, and each takes effect immediately.

Protection of Minors and Vulnerable Players

Our services are strictly for adults aged 18 and over. Age is confirmed at registration and rechecked through Aadhaar or PAN verification before any withdrawal is released. An account found to belong to someone underage is closed, stakes are returned and winnings are void.

Keep your login private and your device locked if children use it. Parental control software such as BetBlocker or Net Nanny blocks gambling content at device level.

Vulnerability is not only about age. Where activity, support conversations or payment patterns suggest someone is struggling, we may contact the player, apply limits or restrict the account while we talk it through.

Player Complaints Policy: How to File a Complaint

If something has gone wrong, tell us first. Most cases are settled quickly once we can see the account.

Send your complaint within 10 days of the event, through live chat or by email to [email protected]. Include:

  • your account number or registered phone number;
  • the date and time of what happened;
  • the bet, transaction or bonus involved, with its reference;
  • a short description of the problem and the outcome you want;
  • any screenshots or documents that support it.

Complete details roughly halve the review time, because we do not have to come back for basics.

Complaint Review Process and Response Timelines

Your complaint follows a fixed route:

  1. Acknowledgement. We confirm receipt and give you a reference number.
  2. First-line review. A support agent checks the account, bet history and transaction logs, and resolves the case if the answer is clear.
  3. Escalation. Anything involving payments, verification, bonus terms or bet settlement goes to the relevant specialist team.
  4. Final response. We set out our decision, the reasoning behind it and any action taken.

Straightforward cases usually close in a few working days, and a final answer arrives no later than 30 days after your complaint reaches us. If a payment provider or game supplier has to respond first, we tell you why and keep you updated.

Escalation: External Dispute Resolution Bodies

If our final answer does not settle the matter, take it further. Complaints about a licensed operator go to the Curaçao Gaming Control Board, which reviews player disputes for licensees in Curaçao. Do this after our final response, since the authority will ask whether you contacted us first. Keep your reference number and our written answer to hand. 

Support also exists outside the complaints process. Gamblers Anonymous runs free meetings and a well-known self-assessment questionnaire. Gambling Therapy offers free online support in several languages, wherever you live. Neither is tied to any operator, and neither charges for help.

To set a limit, take a break or self-exclude, our team is available around the clock through live chat and at [email protected]. You never need to explain yourself to make that request.