Contact Us
Parimatch places great emphasis on fast, transparent, and professional communication with its customers. On this page you will find all the information about the available communication channels, the operating hours of customer support, the procedure for handling complaints, and the contact details of the relevant regulatory authority. The support team is ready to help with queries regarding registration, payments, bonuses, identity verification (KYC), and technical issues on the website parimatch_cs_CZ1.com.
How to Contact Us
Parimatch's customer support is available around the clock, 24 hours a day, 7 days a week, through two main channels: live chat and email. Live chat is the fastest way to resolve common queries and is available directly on parimatch_cs_CZ1.com, in particular on the support and payment history pages. For written inquiries, complaints, or requests requiring supporting documents, please contact the support team by email at [email protected]. When communicating with customer support, the user is required to act politely and with respect; repeated violation of this rule may result in suspension of support access for a period of 1 to 3 months.
- Live chat – available 24/7 on parimatch_cs_CZ1.com
- Email – [email protected]
- Help and frequently asked questions – Help Centre section on the website
Complaint Procedure
In the event of dissatisfaction with the service or a specific transaction, the user has the right to file a formal complaint. A complaint may be submitted by email at [email protected] or via live chat. The company will confirm receipt of a general complaint within 7 calendar days and provide a final response within 28 calendar days; this deadline may be extended by up to a further 4 weeks in complex cases. Complaints relating to responsible gambling are handled on a priority basis – acknowledgement of receipt within 2 business days and resolution within 5 business days, with the possibility of an extension of 2 weeks. A formal complaint must be filed no later than 6 calendar months from the date the issue arose. The complaint form is available for download in English, and all complaint records are retained for a minimum of 5 years.
Alternative Dispute Resolution (ADR)
If the user receives a final response from Parimatch and continues to disagree with the outcome, the matter may be referred to Alternative Dispute Resolution (ADR). This service is free of charge for the user, and its decision is binding on both parties. Referral to ADR is possible only after receiving an unsatisfactory final response from the operator, using the contact channels indicated above.
Regulator Contact
Parimatch operates its services under a licence issued by the Curaçao Gaming Authority (CGA) in accordance with the National Ordinance on Games of Chance (LOK), P.B. 2024, no. 157. If you believe the company has violated applicable regulatory provisions, you may submit a report directly to the regulator at [email protected]. This step is independent of Parimatch's internal complaint-resolution process and may be used at any time.
Data Protection and Communication Security
Parimatch processes users' personal data in accordance with applicable data protection laws, including the General Data Protection Regulation (GDPR (EU) 2016/679). All communication conducted via email or live chat is protected by standard SSL/TLS security protocols. Details on the processing of personal data can be found in the Privacy Policy on the website parimatch_cs_CZ1.com.
Responsible Gambling Support
Parimatch takes a responsible approach to the topic of moderate gambling. If you need help managing your gambling habits, please contact the support team by email at [email protected] or via live chat, where you will be offered the option to set deposit limits, loss limits, bet limits, or time limits, or to arrange voluntary self-exclusion. The company also reserves the right to initiate the exclusion of a player in cases where signs of excessive gambling dependence are apparent. More information can be found on the responsible gambling page on the website parimatch_cs_CZ1.com.