Complaints

Parity is business-to-business infrastructure. It sits between an OPERATOR — the platform that holds the customer relationship — and a VENUE that lists and settles event contracts. Three parties, three sets of responsibilities, and almost every question about this service is answered by working out which one owns the thing being asked about.

THE OPERATOR owns the end customer: the account and its credentials, KYC — identity and age verification — the customer cash ledger, deposits and withdrawals, bonuses, deposit and loss limits, time-outs and self-exclusion, and first-line customer support. Parity holds none of those and cannot act on any of them.

PARITY owns the normalized market catalogue and the market data behind it, the quote, the routing decision, the order lifecycle, positions, execution records, the settlement and reconciliation instructions an operator books against its own ledger, and the analytics over all of that.

THE VENUE owns liquidity, the execution of a contract, the wording of the market it authored, the source it resolves against, and its own settlement mechanics.

Two consequences are worth stating outright. Parity does not warehouse event risk: it does not take the other side of a customer’s position. And Parity does not hold or need a customer cash balance — a filled order or a resolved position produces an amount the operator applies to its own book, not a movement in a wallet here.

If you reached Parity through an operator’s product, that operator holds the customer relationship, the licence and the money. These go to them first, through the complaints process in their product:

Your account — opening it, closing it, being locked out, identity or age verification, or anything about who you are.

Deposits, withdrawals, your customer balance, bonuses and promotions.

Player limits, time-outs and self-exclusion.

A settlement credited — or not credited — to your balance. Parity issues the instruction; the operator applies it to your account, and only the operator can see whether it landed.

Parity cannot resolve any of these. It does not know who you are, cannot see your balance and has no ability to act on your account.

These are ours, and come to us:

The catalogue — a market listed that should not be, a market missing, or two listings grouped as one that are not the same contract.

Data we displayed — a price, a title, a translated set of rules, or a market status shown wrongly.

A quote — what it priced, what fee it carried, or a refusal to quote at all.

An order’s lifecycle with us — the state it is in, whether it was routed, what fill was recorded, what fee was charged and what instruction we issued from it.

The API and the embedded interface — an endpoint behaving differently from its documentation, a webhook or reconciliation feed that does not reconcile, or the interface itself misbehaving.

Some complaints are about the contract itself, and end at the venue that authored and settled it:

The market as written — its wording, its scope, and the edge cases its rules do or do not cover.

The official source it resolves against, and what that source published.

The result itself: how the venue resolved the market, when it resolved it, and its own settlement mechanics.

Parity does not author markets and does not decide outcomes. What we will do is identify the exact venue listing and the resolution source behind your position, and pass a query on.

Use the contact form. Tell us what happened, when, and what you expected instead.

Reference identifiers are optional, and any one of them makes the difference between finding your exact record and finding a similar one: the operator you played through, your external user id, the quote id, the order id, and the market id. Your external user id is the id your operator uses for you — it is specific to that operator, so it needs the operator’s name alongside it to mean anything.

PARITY WILL NEVER ASK YOU FOR A PASSWORD, A PRIVATE KEY, A SEED PHRASE OR A PAYMENT CREDENTIAL, and never needs one to investigate. Anyone who does is not us. Do not put one in the form.

We will acknowledge the complaint, investigate it against our own records — the order state history, the stored quote, the fill, the fee and the settlement instruction — and tell you what we found, including when the finding is that we were wrong.

Where the answer lies with the operator or the venue, we will say so and say what we passed on, rather than closing it as not ours.

Parity has no external dispute-resolution scheme, ombudsman or regulator to escalate to, because Parity is not a licensed operator. Where a complaint concerns a regulated operator’s conduct, escalation runs through that operator’s own regulator, and nothing here stands between you and it.

Operational information. This page describes how Parity operates today. It has not been reviewed by legal counsel and is not a contract.

A live commercial deployment needs a named contracting entity, a governing law and jurisdiction, and a jurisdiction-by-jurisdiction analysis of where event contracts may be offered and by whom. Those decisions have not been made. This page names them as outstanding rather than filling in a plausible answer, because an invented one is the detail that gets checked.

If you are evaluating Parity commercially, ask for the current draft of the agreement. That, and not this page, is what would bind either of us.