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Parimatch places great importance on providing a reliable, transparent, and legally compliant customer support service to all users of the platform. This page describes the available contact options, how enquiries and complaints are handled, and the responsible gambling tools that remain available to you at all times. Customer support is an integral part of Parimatch's contractual obligations towards registered users and operates in accordance with the platform's applicable terms of use.
Contact Options
Users can reach Parimatch customer support through several channels. For written enquiries, the email address [email protected] is available. In addition, Parimatch offers a live chat, accessible via the support page on the official Parimatch website. The live chat is technically provided through Salesforce Chat (default solution) or Intercom Chat (alternative variant), and is available both on the support page and in the payment history section. We recommend using live chat for time-sensitive matters and email for enquiries that require documentation.
Handling of Enquiries and Complaints
All enquiries received through the channels listed above are reviewed by trained staff and answered as promptly as possible. For complaints relating to account, payment, or betting matters, users are asked to provide all relevant information (account details, transaction numbers, date and time) to allow for efficient handling. Parimatch reserves the right to request additional verification steps under its identity verification procedure (KYC) in order to clarify the circumstances of a case. If a matter cannot be resolved through direct contact, support will inform the user of the further internal escalation steps.
Responsible Gambling
Parimatch provides registered users with a range of tools to actively manage their own gambling behaviour and prevent excessive use. These tools are accessible through support as well as directly within the user account.
- Deposit limits — set directly from your account menu on the Parimatch website
- Loss limits — set directly from your account menu on the Parimatch website
- Bet limits — set directly from your account menu on the Parimatch website
- Time limits — set directly from your account menu on the Parimatch website
Further Information on Player Protection
In addition to the limitation tools listed above, Parimatch provides further information on the principles of responsible gambling. This is available on the official Parimatch website and is intended for users who wish to reflect on their gambling behaviour or seek support. Support staff can, where appropriate, also provide information on external counselling services.
Data Protection in the Context of Support
Personal data may be processed as part of communication with customer support. Such processing takes place solely for the purpose of handling the relevant enquiry and to fulfil statutory retention obligations. Further information on the use of cookies and data processing can be found in the Cookie Policy on the official Parimatch website.
Availability and Language of Support
Parimatch customer support is available in a total of 34 languages, including English, enabling users to communicate clearly and in a legally sound manner in their own language. This page and all support content are regularly reviewed and updated where necessary to ensure accuracy and legal compliance.