🎁 Sign up now and claim your bonus! Play Now
Log In Sign Up

Contact Parimatch

Parimatch, a brand operated by Parimatch Tech Ltd, places the highest importance on the quality and accessibility of customer support. This page contains the operator's official contact details, a description of the available communication channels, the procedure for submitting and handling complaints, as well as information about the institutions supervising the operator's activities and organisations supporting responsible gambling. We encourage Customers to review the information below before contacting our team, which will allow the reported matter to be resolved more efficiently.

Operator details and legal basis of operation

Services available on the Parimatch platform are provided by Parimatch Tech Ltd, operating under Curaçao eGaming license number 8048/JAZ, issued in accordance with the National Ordinance on Games of Chance (LOK), P.B. 2024, no. 157. Regulatory oversight of the operator's activities is carried out by the Curaçao Gaming Control Board. Any legal or regulatory questions may be directed to the operator via the channels indicated below, or you may visit the website's homepage at https://konkurscinemacity.pl.

Contact channels with Customer Support

Customers may contact Parimatch Customer Support via the following channels, available around the clock, seven days a week:

  • Live chat – available directly on https://konkurscinemacity.pl, response time is typically up to 5 minutes
  • Email – [email protected], response time up to 24 hours
  • Help Centre – knowledge base and frequently asked questions available at https://konkurscinemacity.pl/support

Complaint submission and dispute resolution procedure

A Customer who believes that their rights under the Terms and Conditions have been violated may submit a complaint via live chat or the email address [email protected] within a period not exceeding 6 calendar months from the date of the event giving rise to the complaint. General complaints are handled within 28 calendar days from the date of receipt (with the possibility of an extension of up to an additional 4 weeks in particularly complex cases), and their receipt is acknowledged within 7 calendar days. Complaints relating to responsible gambling are acknowledged within 2 business days and resolved within 5 business days, with a possible extension of up to 2 weeks. A complaint form is available for download in English. Documentation relating to handled complaints is retained for a period of no less than 5 years.

Alternative Dispute Resolution (ADR)

If a Customer is not satisfied with the operator's final response, they are entitled to use a free and binding alternative dispute resolution (ADR) mechanism. Referral of a case to ADR is only possible after the internal complaint procedure has been completed. In addition, any suspected violations of regulatory provisions may be reported directly to the Curaçao Gaming Control Board at [email protected].

Data security and regulatory compliance

Parimatch applies SSL/TLS encryption (256-bit, TLS 1.2/1.3) to protect data transmitted within the service, and payment card data is processed exclusively by PCI DSS-certified payment processors. Players' funds are held in separate bank accounts. The operator has implemented an anti-money laundering (AML) policy in accordance with the NOPML, NORUT0, and NOIS provisions, Directive (EU) 2018/843, and FATF recommendations. Protection of Customers' personal data is carried out in accordance with GDPR (Regulation (EU) 2016/679), the UK Data Protection Act 2018, and the CCPA. Questions regarding personal data protection and regulatory compliance may be directed to [email protected].

Contact for responsible gambling matters

The operator offers a range of tools enabling Customers to control their own gambling activity. More information is available at https://konkurscinemacity.pl/principles-responsible-gambling. If assistance regarding responsible gambling is needed, Customers may use the following internal tools and external organisations:

  • Deposit, loss, bet, and time limits – available in account settings
  • Self-exclusion – reported through Customer Support
  • Cool-off period
  • Gamblers Anonymous – www.gamblersanonymous.org.uk
  • Gambling Therapy – www.gamblingtherapy.org
  • GamCare and BeGambleAware

Rules of communication with Customer Support

The operator reserves the right to require that communication with Customer Support be conducted in a courteous manner and in accordance with the rules of good conduct. Violation of this rule may result in a temporary suspension of access to support services for a period of 1 to 3 months. This contact information forms an integral part of the service's Terms and Conditions and may be subject to periodic updates by the operator.