Contact Parimatch
For questions about your account, payments, bets or other matters, Parimatch's support team (licensed by the Curaçao Gaming Authority under the National Ordinance on Games of Chance, LOK, P.B. 2024, no. 157) is available through several channels. This page summarises how to reach us, what response times typically apply, and what steps are provided for in the event of a formal complaint.
Support channels
Parimatch offers support via Live Chat and email. Live Chat is available around the clock (24/7) and can be accessed, among other places, on the support page and within the payment history section, allowing questions about a specific transaction to be raised directly in the relevant context. Alternatively, you can reach us by email at [email protected]. The platform is available in German as well as in a total of 31 interface languages; support covers a total of 34 languages.
- Live Chat: available 24/7, including via https://hattiestjohn.de/support
- Email: [email protected]
- Support page: https://hattiestjohn.de/support
- Help centre with further topics (Terms and Conditions, Privacy Policy, Cookie Policy, Self-Exclusion, AML & KYC, Dispute Resolution, Fairness & RNG, Bonuses, Responsible Gambling)
Conduct when contacting support
We ask all users to maintain a polite and respectful tone when contacting the support team. In the event of repeated or serious violations of this principle, access to support may be restricted for a period of one to three months. This measure serves to protect staff and to maintain a fair handling process for all customers.
Formal complaints and response times
Formal complaints can be submitted within 6 calendar months of the relevant incident via [email protected] or Live Chat. For complaints relating to responsible gambling, an acknowledgement is provided within 2 business days and resolution within 5 business days, extendable by up to 2 weeks. For general complaints, an acknowledgement is provided within 7 calendar days and resolution within 28 calendar days, extendable by up to 4 weeks in complex cases. A complaint form is available for download in English. Complaint records are retained for a minimum of 5 years.
| Complaint type | Acknowledgement | Resolution timeframe |
|---|---|---|
| Responsible gambling | within 2 business days | within 5 business days (extendable by up to 2 weeks) |
| General complaint | within 7 calendar days | within 28 calendar days (extendable by up to 4 weeks) |
Alternative Dispute Resolution (ADR)
If the operator's final response to a formal complaint is not satisfactory, a free and mutually binding Alternative Dispute Resolution (ADR) procedure is available to you. Referral to the relevant ADR body takes place once the internal complaints process has been completed and no satisfactory resolution could be reached. Further details on the specific ADR provider are available via [email protected].
Reporting to the regulator
If the matter concerns a violation of regulatory requirements, it can additionally be reported directly to the Curaçao Gaming Authority, which is responsible as the regulator for the operator's licence. The regulator's contact address is [email protected].
Other contact options
For current promotions, Daily Drops and bonus announcements, the Telegram bot @parimatchoffical_bot is also available, which also allows login. Partners and advertisers can reach the relevant team via the affiliate section at https://hattiestjohn.de/affiliates-feedback. Regardless of the channel chosen, we recommend having the relevant reference number ready when enquiring about an existing transaction or bet, in order to enable prompt handling.