PrimaPlay Casino - Účet hráče byl zablokován.

I won 800 bucks and provided them with all proper requested documents to withdraw winnings. They kept my winnings in pending status for over week then put money back into account. I requested a bank transfer and it processed for 2 days then returned funds to account. I contacted support and they said it takes up to 3 business days to process a bank transfer. After 3 days the chat person said to contact support and cashier will respond. Then they closed my account without explanation. Contacts to email support are ignored. Online chat blocked me and were nasty.

Dear Paul,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without active bonus? Have you completed the account verification successfully in the past? Could you please advise if it were your first withdrawal attempt in this casino?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela,

I played with funds I purchased with a credit card. No bonuses. I sent them all required documentation and they began to process my payment then 2 days later went back into my account. They offered no explanation or communication. I go to sign in the next day and I am blocked again with no communication. I asked in live chat what happened to my withdrawal and they told me to contact support and can't help me. When I said support never contacts me, I was blocked from their chat as well. I attempted to withdraw about 4 times over 10 days and each time was pending or processing then money returned to account. They owe me 600 USD. I filed a dispute with my credit card since they didn't return my money I paid either which was a about 35 USD.

Thanks for all your help and hopefully can get my winnings.

Regards

Paul ***

Thank you very much, Paul, for your quick reply. Do I understand it correctly that you have requested a chargeback? 

Yes. I requested a chargeback but if they want to pay me my 600 USD winnings they're welcome to deduct the chargeback off my winnings.

Thanks again.

Paul

Thank you very much, Paul, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Primaplay Casino to join us and help us resolve the player's issue.

Thanks for your help Nick. I wouldn't hold my breath for them to reply since they have a bad reputation based on your site's ratings. They're likely scammers and legal action should be taken in jurisdiction they're licensed in to have them removed from the internet. I would be amazed if they replied and gave me my winnings. Thanks again.

We haven't receive any answer from the casino yet. We are now extending the timer by 7 days. If the casino fail to respond to our request we will be forced to close the complaint as "unresolved", which could lead to casino's rating deduction.

Unfortunately, the casino still hasn't reply to us. We are now forced to close the complaint as "unresolved" which will negatively affects the casino's rating. I'm sorry we could not help you more with this case. Do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

Casino.guru