Contact Us
Parimatch Tech Ltd ("Parimatch", "the Company", "we", "us") is committed to providing prompt, transparent, and professional support to every registered player. This page sets out the official channels through which customers may contact us, the scope of assistance available, our operating hours, and the regulatory framework under which our customer support obligations are administered. We encourage all players to use only the official communication channels listed below, as Parimatch does not authorise third parties to act on its behalf in matters of customer support, account management, or dispute resolution.
Official Support Channels
Parimatch offers customer support through two primary official channels: live chat and email. Live chat is accessible directly from the player's account dashboard and is recommended for time-sensitive enquiries, including deposit and withdrawal issues, login difficulties, and general account questions. For matters requiring documentation, formal complaints, or written confirmation, players may contact us by email at [email protected]. All correspondence sent to this address is logged and handled by our dedicated customer service team in accordance with our internal service-level standards. A full overview of available support resources, including our knowledge base and frequently asked questions, can be found on our dedicated support page at https://ca.parimatch.com/support.
Working Hours and Response Times
Our customer support team operates on a 24 hours a day, 7 days a week basis, ensuring assistance is available at any time, including public holidays. Live chat enquiries are typically addressed within 5 minutes of submission, subject to volume. Email enquiries are answered within 24 hours of receipt. Players requiring urgent assistance, particularly in relation to account security, unauthorised access, or payment disputes, are advised to use live chat for the fastest possible response. Support is currently provided in Polish, English, and a number of other languages, in order to accommodate our international customer base.
Company and Licensing Information
Parimatch is operated by Parimatch Tech Ltd, a company with an operating history dating back to 1994. The Company holds a licence issued under Curaçao eGaming, licence number 8048/JAZ, and operates under the regulatory oversight of the Curaçao Gaming Control Board. This licence authorises Parimatch to offer online sports betting and casino gaming services in accordance with applicable Curaçao gaming legislation. Enquiries relating specifically to licensing, regulatory compliance, or the legal status of our services may be directed to our support team via the channels described above, and we will endeavour to respond or refer the enquiry to the appropriate department within our standard response times.
Account, Payment, and Verification Enquiries
Our support team is available to assist with a wide range of account-related matters, including identity verification (KYC), deposit and withdrawal processing, bonus terms, and technical issues affecting access to the platform or its mobile applications. Where verification of identity is required as part of our compliance obligations, players may be asked to submit documentation through their account dashboard; our support team can guide players through this process upon request. Players should note that, for security reasons, certain account changes and withdrawal requests may require additional verification before support staff are able to action them.
Responsible Gambling Assistance
Parimatch maintains a firm commitment to responsible gambling and player protection. Our support team can assist players wishing to activate any of the responsible gambling tools available on the platform, including deposit limits, loss limits, bet limits, time limits, self-exclusion, and temporary cool-off periods. Further information on these tools is available on our dedicated responsible gambling page at https://ca.parimatch.com/principles-responsible-gambling. Players experiencing difficulties related to gambling behaviour are also encouraged to contact independent support organisations such as GamCare, BeGambleAware, or Gambling Therapy, with whom Parimatch maintains a working relationship in support of player welfare.
Security of Communications
All data submitted to Parimatch through official support channels is transmitted using industry-standard SSL 256-bit encryption (TLS 1.2 / 1.3), consistent with the security standards applied across our platform. Players are reminded never to share account passwords, two-factor authentication codes, or full payment card details with any party, including individuals claiming to represent Parimatch support. Official Parimatch representatives will never request such information via unsolicited messages, social media, or third-party messaging applications. Any suspicious communication purporting to originate from Parimatch should be reported to our support team immediately at [email protected].