PrimaPlay Support and Complaints Thread

Hello Grace Choi,

You're welcome. Thanks for letting us know!

I need to verify my account, but I was unable to find email nor phone number and no live chat at the casino mobile site which got me nervous.  I thought about LCB immediately and saw casino email on the above post.  The casino required you to selfie yourself with the signed verification form in case if you don't know.  I've done verification many times in the past, but just feel different with Primaplay casino this time.  BTW, my username is Taaadaaa.  Much appreciated if you can help to smooth out the withdrawal process.

Hello TAAADAAA,

We've asked the Casino Representative to look into this. Please keep an eye on this thread for updates.

Hello TAADAAA,

We've received a reply from the Casino Representative. He says you've sent in verification documents, but they just need a few more things from you. You've been already contacted about this.

Please provide them with the details they need so they can verify your account and process your payment.

I have received an email saying that my documents has been received and the cashier team will review and if they need anything from me, they will contact me directly.  And so far, no other email or phone call to request anything from me. So, I have no idea what other documents they need

Hello TAAADAAA,

The Casino Representative has been notified. Keep you posted.

Hello TAAADAAA,

The Casino Representative says your account should be verified at some point today and you will be contacted by finance once it is done.

To be honest, I was really nervous after reading posts in here about Primaplay.  With the help of the casino representative and LCB my withdrawal went smoothly and the first wire payment was already in my bank.  Just one thing I didn't like their low weekly payout, only $2500/wk and they said no fee for 1st wire transfer, however they charged me for that.  My bank charged me $16 fee.  So, I ended up $2300 in my bank.  3 payments would cost me at least $500-$600 in fee.  This is why we should carefully choose which casino to play with before creating an account. 

Please ask the casino representative where is my third payout.  They divided into 3 payouts.  $2500, $2500 and $1825 and I have received  a payout of $2500 and $1825.  So, another payment of $2500 need to be paid.  

Thanks

Hello TAAADAAA,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Hi TaaDaa,

The following payments were made on or around the following dates...

$2,500 August 27th

$2,500 September 3rd

$1,825 September 10th 

We will have to get finance to investigate if you are saying a payment is missing. Please can you confirm the dates on which you received the other amounts stated in your post.

Kindest regards,

Team PrimaPlay

I checked my bank again and saw 3 payments on different dates. I apologize for that. Thank you casino representative and lcb for help. I gotta sound out to all LCB members that this casino is good to have a visit. There's no delay in paying out. Their bonuses are cashable bonuses unlike other casinos. Just one minor thing I don't like about their ongoing bonuses are not really appealing.

Hello TAAADAAA,

Thanks for the update! We're glad to hear that.

Hello, i was playing with an bonus i've got via mail. After i was withdrawal 228,90$, they canceled it. In past i was deposing money and the Support meant, i can't withdrawal the bonus money, because i was using to much Codes. I don't know why i got the promo Email? For me it makes no sense. Please be careful here, i can proof it all and i think it is not normal what here is happened. People should know this about the casino 

Hello LorenzNiestroy737,

If you want us to get in touch with the Casino Representative, could you please private message me your casino username?

I've been playing prima for almost a year now and I've had no problems until now. I have made a few deposits on there here and there. Nothing too big but I've made my deposits. So I claimed bonus for 100 free spins on merkats. on those winnings I managed to do the x35 rollover. The terms and conditions stated for all depositing players. No where did I read I had to make a deposit in-between claiming bonuses. They didn't even explain to me what the last bonus I claimed was and they denied my request for withdraw. Also they did not fund my account back with my winnings. Also said even if I did make a deposit that my winnings were just gone. I had them close my account cause I don't believe that was right of them not to pay me the $50 I had so rightfully won. 

Hello Playinslotsbemythang,

If you would like us to assist you and contact the Casino Rep on your behalf for more information let us know.

I just signed up yesterday and i 1st redeemed the welcome $50 NDB free chip, but this was after i had attempted to redeem the code unsuccessfully and had to reach out to chat support. They got the promo applied and i played it through. I then went to make my 1st deposit of $25 dollars and was redeeming a match bonus but there are two separate pages with bonus terms and I thought all match bonuses held a 25x rollover, however the code i had claimed had a 40x rollover and I immediately reached out to chat support before i played as i did not want to have that high of a rollover to complete. I added and removed two different codes while i was talking with chat as they were trying to help me claim something different but the deposits amounts where $5 higher. the chat agent lowered the deposit threshold and applied BTCMATCH which was for a 100% match. After I claimed a freespins promo "BLAST150" which awarded free spins on the new Sweet 16 Blast. I was able to come out with a withdrawalable amount of ~$52. now Prima is claiming I abused the free chips rules by claiming back to back free bonuses, and that their match bonuses, even though they are deposit matches, count as a "free chip/free play" and they voided my withdrawal request. The rep is clearing emailing me, stating things that are not true in regards to their terms and conditions. i have all the screenshots. last email was "3 chips, 1 deposit is the problem" when i did not claim 3 free chips, in order i claimed the welcome $50 chip, then made a deposit with a match promo, then redeemed freespins, won a little and requested my withdrawl. I did not violate their terms which clearly state "You are only allowed to claim one non-deposit offer before you make a further deposit of at least $10 in the casino."

Hello Dean Kody, 

If you would like us to assist you and contact the casino regarding your issue please send us your casino username via private message.

Hello Dean Kody,

Thank you for providing us with your casino username. We've contacted the casino regarding your case, please keep an eye on this thread for updates. 

Hi @Dean Kody,

Thank you for getting in touch. Looking at your account I can see that you are correct. The system got itself in to a little bit of a mix up because you asked us to remove the 300% Welcome offer you claimed with your deposit and change it for another coupon. The only way we could apply the replacement offer was to put it in as a free chip as a deposit match can only be redeemed against a deposit once. So then when you claimed the Free Spins the system thought you had claimed 2 Free Chips when in fact, technically, you have only just redeemed one.
Our Cashier team will be in contact with you to obtain an LTC receiving address so we can send you the winnings.

Kindest regards,
Team PrimaPlay

great thank you! i wish your rep who was emailing me would have listened to what i was explaining instead of trying to gaslight me into feeling like i had done something wrong.

Hi Dean Kody,

Please kindly advise us when you receive your payment. We hope the issue will be sorted out eventually.

these folks have been stalling me like crazy. for one they have not put the withdrawal amount i request back into my account so even if i decided to play it instead i couldn't. after they responded here they then requested more documents and then wouldn't accept the same pdf of my utility bill as every other casino has.... i used paperless billing, so i had to request a paper statement be rush mailed to me.... they have all requested documents and its been silence since.

got an email a bit ago replying to my inquiry about my payout, the said my documents verified and approved but no mention of my payout. ive emailed back asking again whats going on with my payout and still wafting for a response

Hello Dean Kody,

We've contacted the casino regarding the status of your payout and we are waiting for a response. Please keep an eye on this thread for any updates.

Hello @Dean Kody,
It appears there was a communication error between myself and the finance team and the funds weren't added back to your account. On my part I apologise for any inconvenience caused.
The funds have now been added to your account. If you can private message me your LTC receiving address we can get this paid for you ASAP.
Regards,
Team PrimaPlay

ive sent that to you in a private message. I will wait for you to confirm this is processed today.

Hello Dean Kody,

Thank you for your confirmation of receiving your winnings via private message. Since you've been paid out we will consider your case closed. 

As of July 17, 2022I have a withdrawal pending that has already been rejected 3 times. I deposited money with no bonus attached and they keep telling me can't withdraw it. I should not that my account is verified and in the beginning of i also won $700 and i was paid out on July 5, 2022 via Bitcoin i don't know what the problem is this time around but they are definitely making me run circles and not giving me direct answers this time around. It should be noted after reviewing their terms that no where in there does it state i can't withdraw my balance via BTC just because i used a debit card to deposit and also i have been paid out once before via BTC only days before.

Hello fabianhernandez,

If you would like us to contact the Casino on your behalf and check your current withdrawal status please send us your casino username via private message.

Hello yes i would like for you guys to contact them they just declined my withdrawal attempt a third time. My user name is fabianhernandez. My deposit was clean with no bonus attached. My account is verified and my last withdrawal of $700 was this month on the 5th via BTC and now they just keep declining it. I will send pictures of the most recent decline and from when they paid me out on the 5th

Hello fabianhernandez, 

Thank you for providing us with your casino username, we'll contact the casino on your behalf and try to assist you with your issue. Please keep an eye on this thread for any updates. 

Hello @fabianhernandez,

Thank you for getting touch.

In regards to your withdrawal, due to financial regulations we are required to monitor deposits via a Credit Card against withdrawals via Crypto as we are not a Crypto Exchange. The first withdrawal you received in this instance was as a GOGW.

It does state in our terms and conditions that "PrimaPlay reserves the right to make final decision on the transaction methods available to you for deposits and withdrawals."

We are not holding a payment from you. We have stated that if you select the Check or Wire option we will process the withdrawal, if you had selected one of these payments initially you would have had your withdrawal by now.

If you wish to withdraw via BTC in the future then you would need to deposit via this method also.

Please request your withdrawal via Check or Wire and I will speak to the cashier team to process this withdrawal for you ASAP.

Regards,
Team PrimaPlay

Hi @fabianhernandez,

I can see that you have requested the withdrawal via Wire and the cashier team have approved the pay out. Please let me know if you require any further assistance.

Congratulations on your win at PrimaPlay 

Kindest regards,
Team PrimaPlay

Thank you i still have not received it as of yet but it's Saturday now so maybe on Monday. I will let you know if there is any problem.

Hello fabianhernandez,

Could you please update us if your issue has been resolved and if you got your winnings? 

I need to withdrawl my money I made a verification deposit and sent in all the documents. I don't think it's fair that I have to wait to withdrawl the only money I have. Username trixied16

Hello Andrea Dobson,

Thank you for providing your casino username, we'll contact the casino on your behalf and inquire about your withdrawal. Please keep an eye on this thread for any updates. 

Hello Andrea Dobson,

Do you have any updates regarding your withdrawal? The Casino was not responsive to us thus far, we'll send them a reminder email in hopes that they'll get back to us. We'll update you on this thread as soon as we hear back from them. 

Hello Andrea Dobson,

Please note that we've sent another reminder email since we didn't get any response so far. We'll update you on this thread with any news. Please let us know if you managed to get in contact with them on your side. 

good afternoon respected administration of the forum I have problems with the casino Primaplay  I registered in this casino through your forum and received a bonus for registration I successfully played it after fulfilling all the conditions they sent me a letter of congratulations and asked to send documents for verification I sent all documents and waited for the withdrawal of money​​​​​​​ Today I received an email that my withdrawal has been cancelled.​​​​​​​ and that my country is only eligible for bonuses after making a deposit

question to the casino representative why did the bonus activate then there should have been an inscription that it is forbidden for me ,I am considering it as cheating and fraud by the casino The casino does this on purpose to mislead players.

please invite a casino representative to resolve the issue

mail casino pans***@mail.ru

user name bers****

Hello @biter44,

Thank you for getting in touch with us here at LCB.org.

By creating an account at PrimaPlay you accept the casinos terms and conditions. In the casino terms and conditions it states...

"Players from the following countries must make a cash purchase before redeeming any non-deposit bonuses: Albania, Armenia, Azerbaijan, Bangladesh, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Djibouti, Hungary, India, Indonesia, Iran, Iraq, Kazakhstan, Latvia, Lithuania, Malaysia, Moldova, Montenegro, Myanmar, Pakistan, Philippines, Poland, Romania, Russia, Russian Federation, Serbia, Slovakia, Slovenia, Thailand, Turkey, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Zimbabwe."

As you are a Belarusian player you are more than welcome to create an account with us and use Free Chip codes after making an initial deposit. We advise all players to read and understand the casino terms and conditions prior to signing up with the casino.

Kindest regards,
Team PrimaPlay

Hello biter44,

Thanks for reaching out. Hope that Casino Rep clarified this issue for you. If everything is fine, we will consider this case as Resolved. 

respected casino representative why then the code worked when i entered it

the code should not have worked if I did not make a deposit, as you write here why did it work? you deliberately mislead the players,when entering the code, it should have been written that this code can only be used after making a deposit this was not written,I spent my time wagering this bonus and I hope you will go to the meeting and cash out this bonus

Hi  biter44,

Casino Rep is up to date, but we will notify him about your concerns. Please keep us posted.

As previously mentioned, the terms and conditions of the casino were broken. It is the players responsibility to read and understand these terms and during account creation a player ticks that they understand and accept all conditions (An account can not be created if they do not accept this.) @biter44 acknowledged that they had read and understood the terms and conditions of the casino.

Therefore a breach of terms and conditions occurred and the casino stands by it's decision as final.

In regards, to coupon redemption this coupon can be redeemed by players from Belarus, if they have made a deposit, if we ban every player from Belarus and other countries mentioned in the previously mentioned term this would be unfair on players from these countries who have followed the rules correctly.

Kindest regards,
Team PrimaPlay

Glad to see prima play is on board with LCB.org, this will most definitely make it so I give them another shot as I can see they communicate well. The little things go a long way for me and communication is key.

Hi @le34ns,
We would love to see you back at PrimaPlay. We have a great range of offers available at the moment as well as Daily and Monthly Free Rolls including an Exclusive LCB Free Roll tournament that is running at the moment.
Look forward to seeing you soon.
Team PrimaPlay

Hello, I've played Prima Play a number of times so I read the rules before I played. I deposited $38, and used the 50% all games bonus. I read the terms and it stated max bet of 20% of deposited amount which would be $7.60 in my case. I proceeded to win $2,500 and I never exceeded a but of $6.25 during my play. I made the withdrawal and they're claiming I exceeded my 20% bet limit which I know for a fact is not true. I've emailed them 10 times and they've not responded once!!! Their live chat also does not work so I can't talk to someone in person!  There's no way they're getting away with this!!! I need your help!