1. Why has my account been blocked?

If you entered the wrong password several times, your account may have been temporarily blocked. But don’t worry, it will be unblocked in 30 minutes.

If you don’t remember your password, click on Forgot password and follow the instructions.

If the error “Access to the game account is restricted” occurs, please contact our support team.

2. I uploaded all the required documents. How do I know that my documents are approved and my account is verified?

To check the status of the documents you have uploaded, go to your Account Settings. Once there, go to your Personal Data section and than click on Account Confirmation. There, you will find the status of the documents, as well as any available updates.

To go directly to that page, just click here. 

There are some procedures that need to be followed. Our responsible department will check your documents and if everything checks out, they will verify your account as soon as possible.

3. An error occurs when I enter my email/phone number. Why?

Maybe you already have an account with us? If you don’t remember your account credentials, try resetting your password. If that doesn’t work, please contact our support team and provide them your full name and phone number.

4. My documents have been approved, but I still cannot withdraw. Why?

There are a few reasons why you may be having withdrawal restrictions:

• Your account may still be under verification and we need a little more time to finish the verification process;
• You may have an active bonus;
• You may have an active welcome bonus;
• You may have used a different withdrawal payment method than the one you used to deposit funds;
• You may not have wagered at least 70% from each deposit

5. Why is the app so slow?

The application should run at the same speed as the regular platform. If you’re encountering issues with the app’s performance, the reason is most likely external.

It might be caused by:

• Slow internet connection;
• Other applications running on your device;
• Not enough free space on your smartphone;
• Outdated OS version, etc.

Please try solving these issues. If this doesn’t help, try reinstalling the Parimatch app.

6. How to play casino games?

• At the top of the screen, select either the “Slots” or the “Live Casino” categories.
• Select the casino game you’re interested in playing.
• Follow the on-screen prompts to place your bet and launch the game.

7. How to activate a casino bonus?

You can check out any available casino bonuses, by clicking on this link, and following the instructions. Don't forget to read all the Terms and Conditions of the bonus, so you can familiarize yourself with the wagering requirements of the bonus. You will not be able to withdraw money from the bonus, until you have met all the necessary wagering requirements.

8. Why has my bet has been refunded?

There can be many reasons for a refund.

For example, if the match was interrupted and not continued within 12 hours, or if the match was postponed for more than 36 hours. This applies to almost all sports, with a few exceptions.

Another example: if in football, a player did not start the game, but you placed an Individual Total bet involving the mentioned player.

There may also be a situation in tennis, where the player retires from the match. If he retires before the end of the first set, all bets are void. If he retires from the match after completing at least one set, there will be a refund for the match and the sets played. In this case, bets on victory are considered according to the match umpire’s final decision.

9. I have made a withdrawal, but it is still not approved and has a status of "Pending". What should I do?

We ask that you please wait for a while. Your withdrawal request is already in progress. This process usually takes from 15 minutes to up to 12 hours. Depending of the payment method you chose, though, this process may end up taking up to 4 business days. Please remember that Saturdays, Sundays and holidays do not count as business days.

Wait until the provided deadline has expired. Once the process is completed, the amount will be credited to your account.

10. Why has my withdrawal solicitation been rejected?

Go to the “Payments History” section of our website/app, where the reason will be indicated next to the rejected withdrawal.