PrimaPlay Support and Complaints Thread

Hi all,

The PrimaPlay crew are here to help and assist you with any questions and queries you may have regarding PrimaPlay.

PrimaPlay offers you a wide selection of Slots and Casino Games powered by RTG, our aim is to provide our players with a premium online gaming experience.

We look forward to assisting you. 

Team PrimaPlay 

Welcome to LCB PrimaPlay! Thank you for being available to assist our members! 

Hello PrimaPlay team!
Welcome to LCB forum! Glad to have you here to assist our members! 

Hi PrimaPlay team! Welcome to LCB! 

Hi PrimaPlay team, welcome to the LCB forum! 

Hi PrimaPlay team, 

Nice to have you here 

Hey PrimaPlay team, welcome to LCB! Great to have you here

Welcome to the best casino forum!

Welcome

welcome to our forum PrimaPlay crew! 

Hello Primaplay,

Thank you for your assistance. I played your website through a bonus and am having trouble with a withdrawal. I did not find a way to contact you. Can you help me out? Greetz.

Hello Michel Driehoog,

Could you please send me your casino username in PM inbox and we'll contact the Casino Representative to check what's going on.

Hi @Michel Driehoog,

Thank you for getting in touch with us.

For future reference you can email our Customer Support crew via [email protected] and also via live chat which is available via the PrimaPlay website or from the casino lobby.

I can see that you redeemed the $55 LCB exclusive bonus a couple of days ago. This code has a maximum bet restriction as advertised on the LCB thread regarding this bonus. Looking at your spin history we can see that you placed 91 bets that were over this minimum threshold, In the majority of cases these bets were 4 to 5 times more than the maximum bet allowed.

Based on this your winnings were unfortunately void as there was a breach of the terms and conditions. Obviously we do not like to do this but our terms and conditions are very clear and they are also clearly stated in the thread published by LCB. We advise all players to ensure that before using any bonus they read and clearly understand ant terms and conditions related to the bonus they are using. Our support team is always on hand to help explain in more detail if required.

We appreciate this may not have been the response you would have been looking for. We would like to take this time to thank you for trying out PrimaPlay.

Kindest regards,
Team PrimaPlay

Hi,

I signed up through your link to play the fre 50 USD  chip that Prima Play was offering. I successfully made it through the play through and deposited like I had to, if I wanted to cash out.  Now  I can't log in. They say  I changed my password. I thought, no big deal, I just use the "forgot password" link, well that doesn't work. Yes, I checked the junk mail and everywhere else in my e-mails. No e-mail from the  "forgot password " link at the log in screen. The last time I e-mailed them they said I did not try to log in and that's where their at. They said If I log in I would be able to withdrawal. I need to log in to try  to withdrawal AGAIN .  I can't log in for the reason above.I didn't forget my password and I been trying to log in, so now what?

sincerely,

Jason Logrande 

user name: jasonlogrande

Hello jasonlogrande,

PrimaPlay Casino Represenatative has been notified. Please keep an eye on this thread for the updates.

Hi @jasonlogrande,
Sorry for the delay in replying I've been away from the business for a couple of days. Firstly, congratulations on your win  I can see that you have recently logged in to your account and provided us with your relevant crypto wallet information.
If you can go into your account and request this withdrawal (the withdrawal you requested on 22nd expired as we had no wallet info) I will ask the finance team to keep an eye out for it and get it processes ASAP.
If in the meantime you have further question please do not hesitate to get in touch.
Kindest regards,
Team PrimaPlay

This casino has left I bad taste in my mouth. I requested a withdrawal via skrill but it is not allowed in my country. That is fine. So Rachel, the horrible customer support agent, informs me that my only options are bank wire and check. I let Rachel know that my bank, Chime, does not accept either of those options and I inquire about Bitcoin. She said she will speak with someone and see if that is an option. I sent in my verification documents and after sending them in Rachel tells me that she looked into my card and my bank does accept wire transfers and checks. I told Rachel that I do NOT have a checking or Savings account with the card she is referring to and she continues to say Bank Wire and Check are my only options after I have repeatedly explained to her that my bank does not accept either of those. So I asked for ALL of my deposits to be refunded and she continues to tell me to choose Bank Wire or Check for withdrawal. At this point I am extremely frustrated because I already told Rachel my bank doesn't accept them. So I told her they can either make an exception and allow my withdrawal via bitcoin or return my deposits and if I do not receive my winnings of $3,000 or get my deposits returned, I will be reporting those transactions as fraud to my credit card company. So after that they closed my account. Worse experience I have ever experienced on any online casino. Rachel kept saying that Bank Wire and Check is the ONLY option if a credit card was used to deposit, but I read the Terms & Conditions several times and nowhere in there does it say that. She says that it says it in the cashier section of the casino, but if it does NOT say that in the Terms & Conditions and Terms & Conditions prevails over anything else. Im very angry and upset with this casino and how I have been treated.

Hi @Kajaylynn99,
Thank you for your feedback and I'm sorry to read that you have not enjoyed your recent experience at PrimaPlay.

As part of our anti money laundering procedures players are paid out via methods similar to that which there deposits are made, particularly for large withdrawals.

As you have deposited solely via a Credit Card the options available to you on this occasion are via Bank Transfer or Check, we have never had problems before with players from the US accepting either of these methods of payment.

Your account was closed as you threatened, on multiple occasions, to charge back your deposits, when a player does this it is standard procedure to close the players account and pass this over to our fraud and security department.

I have checked your chats that you had with Rachel and she was polite and courteous in all her replies to you and provided you with the relevant information. Just because this information is not to your liking that does not make her horrible.

Also in reference to your latest email "It must be because I'm black because I am sure you will not treat white patrons this way." Neither myself nor any of our Customer Support team would be aware of the race, creed, religion or sexual preference of a player. We are a casino that accepts players from all over the world and all that we ask is that players adhere to our terms and conditions.

I can inform you that we will be refunding your deposits back to your card.

Just for clarification, we were more than happy to send you money that you had won and we could of at least attempted to see if withdrawals via the suggested payment methods worked, but instead you chose to threaten charge backs without allowing us to see if these methods, which again have been used by many players previously, would have actually worked.

Regards,
Team PrimaPlay

Lies I have the email transcripts and no you were not willing to send my payment method via another option until I made this complaint. I sent my identification card that clearly is a picture of me which everyone is able to see because Rachel is the one who replied to my email in the first place so stop your lies. I will upload all emails and chat transcripts.

Hi @Kajaylynn99,
At no point did I suggest we were going to send the payments via another method, I was saying you did not allow us to attempt to send the payments to the methods we suggested. I believe Chime lets you get your Wages to be paid into a Chime account, this is a bank transfer and would be the same thing that we would have done.

In regards to your Documents, any verification documents are dealt with by our verification/cashier team, they then store the documents on a separate secure server which only they have access to, they then let the support team know the outcome of the verification process and the customer support team will correspond with the relevant player the outcome of their verification check.

We also totally and utterly reject the vile accusation you put in writing in another recent email that PrimaPlay and its staff "Y'all hide the fact that y'all hate black people"  we have tried to assist you and help you cash out your winnings and expect our customer support team to be treated with respect instead of having false and slanderous allegations thrown at them while they are performing their job.

Regards,
Team PrimaPlay

You can quote what I said in my emails until you are blue in the face, but the fact of the matter is you owe me 3,000. I emailed my bank and will be attaching their response. As I said before they do not accept them as you continue to dance around that and think y'all know what you are talking about and clearly have no clue. It's hard to see the first screenshot, but the second screen shot is clear. You will provide my winnings by other means other than bank wire or check because it is not accepted. I will also be inquiring about foreign checks as well since y'all can't seem to believe me.

Hi @Kajaylynn99,

Following on from multiple suggestions of charge backs you made regarding your account it was passed over to our security team. Your account has now been permanently closed and refunds for your recent deposits have been processed. PrimaPlay see this case as now closed and the decisions we have made are final.

We wish you all the best in your future gambling endeavours.

Team PrimaPlay

You also stated Rachel was polite. She was anything but polite. She left the conversation at 14:39 without even responding. How can you possibly call that polite or even helpful for that matter.

This is not over until I receive my winnings.

Hiya... Woo that was a doozer up above eek,lol... I signed up using the LCB bonus and I made playthrough- yay! I did try to put a withdraw in, but it is back in my account. Could you let me know what I need to do? Thank you for the bonus, I had a lot of fun :)  The withdraw would actually be extremely helpful with whats going on right now in the world, so I would hate to miss this opportunity. I could not find a chat anywhere , Im just happy I was able to contact you in here :)  My account is cambaby2 - Thank you again!

Hello cambaby2,

We've sent an email to the PrimaPlay Casino Representative and asked him to check what's going on with your withdrawal.

Please keep an eye on this thread for the updates.

Also double check your junk email for the email just in case it ended up there.

Hello CamBaby2,

Congratulations on your win! 

In order to withdraw you need to verify your account, you can download the verification form from here.

You can view all the information about verifying your account at https://primaplay.eu/terms-conditions/

If you require to chat to our 24/7 support team you can access live chat from the PrimaPlay website or you can email them at [email protected]

If you have any further suggestions please do not hesitate to ask

Kindest regards,
Team PrimaPlay

Thank you so much for the link! I could not find chat, but it wouldn't be the first time i've not seen something staring me in the face,lol. Chat was very helpful, Claire and then Rachel answered all my questions, sometimes before I finished typing out the question <3 Thank you again so much for all your help- my printer has been out of ink, so as soon as I figure a way to print this out (hopefully today) I will be sending in everything requested. Customer support will always determine where I choose to deposit, and so far the PrimaPlay team has ROCKED IT! Have a great day (as much as one can right now) and stay safe!

Thank you so much for your help, and also for the sign up bonus! <3 Stay Safe <3 

Dear cambaby2,

You're welcome. Thanks for the feedback! 

All the best! Stay safe! 

Thought I'd let you know I've sent in my dovumentation and I am ready to depositas soon as im verified! Thank  you again!

Hello cambaby2,

You're welcome! Thanks for the update! 

Hi Sydney 

I have sent in my documents and i've made my deposit yet each time I attempt the cash out its back in my account. I was told I needed to make the deposit and then after send in my documents, immediately after I had already sent them in, can you look into this? $35 in bitcoin actually cost me $60, so I don't wish to take a loss at this time. Thank you!

Hello Djcentigor,

We've asked PrimaPlay Casino Representative to check what's going on with your withdrawal. Please keep an eye on this thread for the updates.

In case you missed the post above, please look into my details, Thank you Sydney!

Hello cambaby2,

No worries, I've asked the Casino Representative to have a look into your case as well. 

Hi Cambaby2,

I have asked the verification team to check the documents you sent ASAP and they will get back to you once this has been done.

There is a slight delay to this process at the moment due to our staff working remotely and also staff absences due to illness etc.

Kindest regards,
Team PrimaPlay

Totally understand! Rachel has already emailed, I have proceeded with the cashout- thank you so so so very much! I never cash out, ever,lol, but if there was a time to, this is it- so thank you very much! <3 

Hi, could you explain why I only received $83.52 in bitcoin when I cashed out $139.98 and the price was just about the same? Seriously, Half that is my own cash, I am really hoping this was a mistake.... I'm pretty upset about this. Thank you.

I had over $200 left in the account, should have been able to cash out the $105 plus my deposit- thats what i was told...

Wow, I was in chat and I was just closed out by support aftger only asking the same question, then I was told "We are not sending you $139"

Ok, seriously, this has been a shit experience trying to cash out, I REALLY don't want it to end this way.

I had over $200 left,k I have screen shots, when I made the withdraw there was over $95 left.. after attempting it so many times, finally only my withdraw was left- the chip should have been subtracted  from that, otherwise to say $105 is the max is a false statement. I can understand if I only had that, but I had over $200 in there.

Honestly, I really suggest your team not close out on us like that, terribly rude and unprofessional. 

Please reply, Thank you for your help.

Carrie

Hello cambaby2,

We've asked the Casino Representative to check what happened and asked him to reply in this thread. Please keep an eye on this thread for the updates.

This email is from Rachel

Hi Carrie,

Thank you very much for your patience into this.

Your account has been now verified and you can proceed with a withdrawal request. Also, please remember that maximum cash out on the free chip you claimed is $105 plus your deposit of $34.98.

Please let us know if you need any help.

Kind Regards
CSR Rachel
PrimaPlay Support

-------------------------------

.... Nothing said the free chip will be deducted from that $105

This is the email I just received

---------------------------

Hi Carrie

Thanks for your email

The max cash out of the welcome free chip was 100$, and winnings from free chips incur a withdrawal fee, which explains why you received 83$.

Should you need anything else please let us know.

Kind Regards
CSR Remy
PrimaPlay Support

--------------------------------------

Even if this were the case, the amount is completely wrong, the chips would have been deducted from the amount won...  This is not what what was said... 

hi @Cambaby2,

Firstly, congratulations at winning for free at PrimaPlay.

In regards to your withdrawal, the maximum you can withdraw from this bonus is $105 minus the bonus which is non cashable/sticky meaning that your withdrawal was processed for the remaining funds from this bonus plus your verification deposit, this is the amount you received via BTC.

The $96 you left in your account when you made the withdrawal were winnings made from the free chip, these were also removed as you had made the maximum withdrawal allowed with funds gained from the free chip, you would have been unable to cash out anymore winnings from the funds you left in your balance and this is why they were removed as by withdrawing the funds the bonus is classed as finishing the bonus.

Once again congratulations on wining for free and your subsequent cash out.

Stay safe,
Team PrimaPlay.

When you say the maximum to withdrawal is $105 + my deposit, that is saying I am going to recieve $105 + my deposit- as it says it is free to withdrawal to Bitcoin. 

Between you and me, you know this is bs, right? I wouldn't have bothered, it basically cost me to do this, right now when the world is eff'd up and no one is working- the only reason I went out of my way for this- I had to pay $60 to deposit $35, I had to drive the next town over to print the forms copies and when they were closed I had to buy ink. When you say $105 is withdrawable that insinuates that is the portion that comes to me. You need to do whats right and pay me the full amount. I anticipated no problem - this thread is false security LCB, by allowing this thread, it says that you support this casino and simply by the way they ditch and close chat and talk to customers so rudely, why would you support them? If thats the case, then you don't mind making up the difference? 

Seriously peeved right now. I have done nothing but be respectful to only be treated like this. So not cool. 

Hello cambaby2,

This thread, as well as all other direct casino support threads on our forum exist so the Casino Representatives can assist our members with their inquiries directly. When a certain casino has a direct support topic on our forum, it doesn't mean that we support that particular casino. You'll notice that there are many casinos here which haven't been supported by us and some of them have even ended up on our Warning list. 

We are always impartial and in this particular case, we can only go by the casino's T&C's. 

Hi, Primaplay won't process my withdrawal request. My account was verified yesterday at 4:30 AM PST, and, for absolutely no reason, the withdrawal was not authorized until this morning at 5:20AM PST and is still pending. I had initiated the withdrawal the day before yesterday so I could understand why it wasn't processed until the account was verified yesterday - after that, it should have been processed yesterday after 4:30 AM. If I had read what happened to LCB forum member Purple Diamond prior to depositing, I would not have deposited, so I have only myself to blame if my withdrawal is not processed. Primaplay advertises same day payouts, but this is clearly not the case.

Hello wedgehead,

Could you please send me your casino username in PM inbox and we'll contact PrimaPlay Casino Representative to check what's going on with your withdrawal.

Thanks Sydney - I sent you a PM with the requested informaton.

Best, Wedgehead.

Hello wedgehead,

Thanks for providing us with your casino username. We've sent an email to the Casino Representative. Please keep an eye on this thread for the updates.

Will do Sydney.

Best, Wedgehead.