Contact Us

The Parimatch Customer Support team is available around the clock, seven days a week (24/7), through the following channels: live chat, available directly on moneystore.pl, and e-mail at [email protected]. The average response time on live chat is up to 5 minutes, while inquiries submitted by e-mail are answered by the Operator within up to 24 hours. Support is provided in Polish, English, and other interface languages of the Service. Customers are required to maintain courteous communication with the Operator's representatives — a breach of this rule may result in a temporary suspension of access to support channels for a period of 1 to 3 months.

At moneystore.pl/support, Customers will find a Help Centre containing a knowledge base and answers to frequently asked questions (FAQ), including the Terms and Conditions, Privacy Policy, Cookie Policy, Self-Exclusion rules, AML and KYC Policy, dispute resolution procedure, fairness and RNG testing methods, Bonus Terms, responsible gambling principles, and sports betting terms. We encourage Customers to review the above materials before contacting the support team — this may significantly shorten the time needed to resolve an inquiry.

A Customer wishing to submit a complaint should first contact the Operator via e-mail at [email protected] or through live chat. A formal complaint must be submitted no later than 6 calendar months from the date of the event that is its subject. For complaints relating to responsible gambling, the Operator confirms receipt within 2 business days and resolves the matter within 5 business days, with the possibility of extending this period by up to 2 weeks in particularly complex cases. For general complaints, the Operator confirms their receipt within 7 calendar days, and a resolution is issued within 28 calendar days, with the possibility of a further extension of up to 4 weeks in justified cases. The complaint form is available for download in English. The Operator maintains a complaint register and retains related documentation for a period of no less than 5 years.

If the Operator's response provided under the internal complaint-handling procedure is unsatisfactory to the Customer, the Customer has the right to make use of a free-of-charge alternative dispute resolution (ADR) procedure, binding on both parties. Referral to ADR is possible only after receiving a final response from the Operator. In addition, in the event of a suspected violation of licensing requirements, the Customer may report the matter directly to the regulator — the Curaçao Gaming Control Board — at [email protected].

Parimatch applies SSL/TLS encryption standards (SSL 256-bit, TLS 1.2/1.3) to protect data transmitted through the Service, and payment card data is held by payment processors certified under the PCI DSS standard. Player funds are held in accounts separate from the Company's operational funds. The Operator has a dedicated Compliance department and implements an anti-money laundering (AML) policy in accordance with NOPML, NORUT0, NOIS, Directive (EU) 2018/843, and FATF recommendations. Processing of Customers' personal data is carried out in accordance with the GDPR (EU) 2016/679, the UK DPA 2018, and — with respect to Customers in the relevant jurisdictions — the CCPA. Detailed information on the processing of personal data is set out in the Privacy Policy available at moneystore.pl.

Customers who need support in managing their own gambling habits may contact the Customer Support team to set deposit limits, loss limits, bet limits, time limits, a cool-off period, or self-exclusion. Detailed information is available at moneystore.pl/principles-responsible-gambling. The Operator also reserves the right to unilaterally impose exclusion on a Customer showing signs of problem or excessive gambling dependence. Additional external support is available through organisations such as GamCare, BeGambleAware, and Gambling Therapy.