PrimaPlay Support and Complaints Thread

Thank you for getting in touch. 

As I'm sure you are no doubt aware we are currently in the middle of a global pandemic and the health and safety of our PrimaPlay employees are of the upmost importance during this difficult time. 

In line with the UK government guidelines we have instructed all our employees to work remotely from home, this will inevitably make it difficult for us to operate as efficiently and/or effectively as our standard operating procedures would allow.

I'm confident and hopeful that our players will accept a slight delay in order to protect our staff and maintain that the business runs as smoothly as possible. 

Our staff are even working on their days off to deal with customer enquiries and correspondences. 

Following on from this I can confirm that our cashier team has approved your withdrawal today. Our 3rd party processor do not send payments on weekends so therefore your payment should clear at some point on Monday. 

Congratulations on your win and stay safe. 

Regards,

Team PrimaPlay

Hi Sydney thanks for contacting the Primaplay management. Coincentally, shortly thereafter,  my withdrawal request was processed. I will post again here on Monday to report if the withdrawal monies get deposited in my bitcoin wallet or not. If they are deposited, I will consider the matter resolved. I find it interesting that same day payouts (payouts - not withdrawal approvals) are advertised given that the 3rd party processor used by Primaplay (please refer to the Primaplay management post just above this post where this is stated explicitly) does not process withdrawals on weekends (I'm assuming this is always the case, regardless of whether or not global pandemic protocols are in place), since it would be impossible to fulfill the promises of this advertisment if a withdrawal request is made on a saturday or sunday.

Off topic: Sydney I am not sure if this is the proper place to post this, but, I would like to give a shoutout to Casino Brango and Casino Extreme here, as, despite global pandemic protocols, they processed my withdrawal requests within 5 minutes of me entering my system cashier withdrawal requests.

Cheers, Wedgehead.

You're welcome. 

Regards, 

Team PrimaPlay

Hi Sydney, please close this case, I have received my monies. Thank you again for your intervention.

Cheers, Wedgehead.

Hello wedgehead,

We're glad to hear that. Thanks for letting us know!

Hello! I made a deposit here at PrimaPlay and had no luck. I was given free spins afterwards and luckily ended up winning the cash out of $100. I have been back and forth with them for days about how to withdraw it. The minimal is $150, and with bitcoin I would've had to deposit with this method, all others are not for U.S. I went to live chat today and was told to emmail support for an alternative. I did just that and the mail was return saying undeliverable. I went back to chat to ask for another email and the chat person said they'd received the email and it was being sent to administration. can you please check on this casino, i don't know what to make of this

casino id = buggarstine2

Thanks

buggars 

Hello buggars,

We've notified the Casino Representative. Please keep an eye on this thread for the updates.

Hello buggars,

Firstly, congratulations on your win!! 

The reason your withdrawal was initially rejected was because it was requested via Neteller which is unfortunately not available to players based in the U.S

There should be no issue with you requesting this withdrawal via BTC on this occasion so I apologize for any inaccurate information you may have been given about this.

In order to withdraw, you also need to complete the verification process. If you have not done so already you can download the verification form and instructions by going to https://primaplay.eu/wp-content/uploads/2020/01/PrimaPlay-Verification-Form.pdf

If you have any further questions please do not hesitate to get in touch.

Kindest regards,
Team PrimaPlay

I sent in my documents on April 29th and received this confirmation;

Hi Christine ,

Thank you for sending us your documents, I have passed them to the cashier team for review. They will respond to you directly should anything further be required.

Kind Regards
CSR Antonio
PrimaPlay Support

On April 30, 2020, 2:50 AM GMT+1 [email protected] wrote:

However, I'm going to resend them today.

 
 

My documents were verified days ago and I was instructed to go ahead and withdraw via Bitcoin. I have attempted to withdraw and still can't. I sent an email last week asking what to do and still no answer.

buggars

Hello buggars,

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

Hello buggars,

The Casino Representative says that your withdrawal is currently pending and their cashier team will process it soon.

Hey! I got an email on last week telling me they would pay me through Bitcoin and withdraw it for me. I have yet to hear from again.

buggars

We went a reminder to the casino rep. Let you know as soon as we hear from them. 

Got this email today

Hi Christine,

I suggest you make a bitcoin deposit and then request the withdrawal via bitcoin.

Kind Regards
CSR Claire
PrimaPlay Support

Please let us know when you get the money. 

Hello Djcentigor,

Please send me your casino username in PM inbox and we'll contact the Casino Representative.

Hello Djcentigor,

Thank you for providing us with your casino username. The Casino Representative has been notified. Please keep an eye on this thread for the updates.

Hi, 

I made a deposit at prima play yesterday and I got a message that it was pending confirmation. The money was withdrawn from my checking account but not credited to my casino account. I reached out to support and I was told to submit proof from my bank that the withdrawal was made and I did. I also recieved a email receipt from the company that processed the deposit but again, no money showed up. The casino support person emailed me back to say that the money has not shown up. I would like to know where my deposit went and either have my account credited or my money refunded. User rrgrn3812

Hello regkilla,

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

Hello, This is in response to your reply to my original complaint. I kave received no further communication from primaplay support. The deposit is still missing from my account. I have been a member of prima play for quite sometime now and deposited there regularly. I am very dissappointed at the lack of interest in solving this issue. I will be permanently closing my account.

Thank you for your time

Regkilla

Hi @regkilla,

Sorry for the delay in replying to you, during the current COVID situation our finance team aren't working over the weekends so I have only spoke to them this morning regarding your deposit.
On our system it has said the transaction has failed, however if you have sent the proof of the deposit over to our CS team they will then credit these funds in to your casino account ASAP.
Sorry for any inconvenience this may have caused.
Kindest regards,
Team PrimaPlay

Hi @Regkilla,

Following on from my earlier response please find below a correspondence from our head of Finance....

"Thank you for your patience. I have reviewed this for you and I can confirm that the transaction is showing as approved in our processor's admin systems. I have credited this through to your account now.

I can completely understand your frustration here, especially as this is the second time I have had to manually credit a deposit through for you in the past week. The issue stems from the way the processor handles the 3D secure aspect of the transaction. We are working to resolve this and should hopefully have a solution in place soon."

I beleive this has also been sent to you in an email as well.

If you have any further questions please do not hesitate to get in touch.

Kindest regards,

Team PrimaPlay

Hi I’d like you to lodge complaint and get some help.  I received $20 freebie and won but then I made deposit after playing more and winning I made a deposit and after winning more they reset balance and took winnings. then I won again my deposit included no promo no offer attached to my $20 and I kept winning but was mad when all off sudden they reset balance money gone. But then I won 11,384usd so I withdrew $10,000 which in my account activity shows 4 lots of $2500. Then I log back in and they had taken the 1.384 I had left and sent me email saying they are not paying my winning and just left my $20! There they can't do that the balance has already been reset and I had won fair and square
I have photos how do I add them here

Hello Hospital123,

Could you please private message me your casino username and we'll ask the Casino Representative to look into this.

Hello Hospital123,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative and asked him to look into this. Please keep an eye on this thread for updates.

T

My email address is >email address removed by moderator Sydney due to privacy reasons< if that helps contact me as it's a lot of money they are taking from me anc I've just had 4 heart surgeries and 4 back surgeries and a heart attack 7 weeks ago and that woukd pay a lot of medical bills and they had already re set so I can see how they can do this

Hello Hospital123,

Sorry to hear that. Your email address has been forwarded to the Casino Representative. 

Hello @Hospital123,

Thank you for getting in touch and I'm sorry that you have not enjoyed your experience at PrimaPlay. I will explain the reasons as to why we voided your winnings due to breaches of our terms and conditions.

Looking at your account I can see you claimed the the $50 Free Chip that we provide players. You played this bonus for a bit and while you still had a balance and an active playthrough with this bonus you then made a $20 deposit on top of it. As it sates in our terms and conditions...

"You should not combine cash balances or purchases with bonus credits, free spins or any other offer that explicitly states there is a maximum cashout restriction. If a cash purchase is made under these circumstances all subsequent play will be viewed as part of the promotion and any maximum cashout restrictions will apply."

While you were playing with the wagering requirement still active you made 70+ bets over the maximum $5 bet rule as stated in the terms and conditions for the bonus you used...

"New Players Only. The bonus should be wagered 50x on Slots, Keno and Scratch Card games only. Maximum withdrawal is $100. All bets placed must be $5 or under. Bonus is non cashable. Bonus balance will expire after 48 hours if wagering requirement is not met. Standard Casino terms and conditions apply."

Also, one of our standard rules and conditions states that...

"Any maximum bet or game restrictions remain in place as long as the bonus credits remain in the account balance, regardless of the wagering requirement."

Once the wagering requirement was fulfilled you then placed 5,000+ bets over the maximum bet allowance of $5.

As several terms of the casino were broken your winnings were voided.

I appreciate that this will not be the news you wish to hear. Please ensure that you always read and understand the casinos policies and the terms and conditions of any bonus you wish to use.

Kindest regards,
Team PrimaPlay

They have it and have been ignoring me

Hello Hospital123,

The Casino Representative has posted a reply in this thread, please check his post above. 

This is not right you reset my balance took my winnings and then when o deposited I received no promo with it and once balance was reset you took off me after that was my winnings 

You took over 11,000 dollars from a person who won fair and square as the balance had been reset then I won with no promo attached to my balance I have photos I was down to $300 ish then won again I took photos each time and they were way after reset and the $50 gone

Hi @Hospital123,

As explained you broke multiple terms and conditions, prior to and after the wagering requirenent was fulfilled.

The "balance reset" you are referring to was your account dropping down to maximum cashout balance once the play through was completed, the fact you continued to play on after that does not mean you can withdraw any more than the maximum stated.

But, the fundamental issue here is that you broke 2 terms of the casino in that you breached the maximum bet rule 76 times before the play through was completed and over 5,000 times afterwards. The "winnings" were never won fairly nor squarely.

If LCB wish us to we are more than happy to provide the data from the software provider in order to back up our decision.

Regards,

Team PrimaPlay

It was way down below $300 you had already reset balance then I won do you can't take my money

I continued with my deposit so that's fair and square

Hello Hospital123,

The Casino Representative has already explained that you broke the following T&C's:

"You should not combine cash balances or purchases with bonus credits, free spins or any other offer that explicitly states there is a maximum cashout restriction. If a cash purchase is made under these circumstances all subsequent play will be viewed as part of the promotion and any maximum cashout restrictions will apply.

All bets placed must be $5 or under.

Any maximum bet or game restrictions remain in place as long as the bonus credits remain in the account balance, regardless of the wagering requirement."

Everything is clear here. As several terms of the casino were broken your winnings were voided and there's nothing more we can do to assist you with this. We consider this case closed. 

You can't reset the balance and then I won again with my money and say I'm not entitled to any of it that's ludicrous 

Hello Hospital123,

If you're not satisfied with the casino's decision, you can try to file a complaint with their licensor.

We consider this case closed.

I deposited some of the money you took has to be mine

Hello Hospital123,

As we've already explained to you, there's nothing further we can do to assist you. We consider this case closed. Any further comments regarding this complaint will be removed.

I am having the absolute worst experience with Primaplay! They are either complete scammers that don't pay out their clients with their winnings or they are completely incompetent. I have made a withdrawal of $1200 around a month ago and I still have yet to receive it and they can't give me any information in regards to my withdrawal/wire transfer. They claim that they supposedly sent it but they say they cannot trace it (after over 3 weeks?!) and that they have to trace the transfer, cancel the transfer and resend the the trasnfer. Now please tell me if I am the crazy one to think that after almost a month they have not even been able to trace the so called trasnfer that they sent. So please tell me, is it incompetence or is it that you guys are running a scam? 

Hello Grace Choi,

Please send me your casino username to private message inbox and we'll ask the Casino Representative to check what's going on.

Hello Grace Choi,

Thank you for providing us with your account details. The Casino Representative has been notified. Please keep an eye on this thread for updates.

Thank you very much Sydney! I hope they will be more helpful now that you are involved. 

By the way, it usually takes them VERY LONG to respond, typically takes about a week to get a response that basically tells you nothing and answers none of your questions at all. Most likely all they will say is: "it is still being traced", which obviously is an absolutely unacceptable answer that they don't even know where the transfer they supposedly claim to have sent, after this much time has passed. They also even had the audacity to say that my bank shares responsibilities in their follies for not being able to trace the transfer when I or anyone else for that matter can trace a transfer within seconds once they have the Federal Reference Number or transfer confirmation number which is something provided upon completion of any wire transfer. I have requested proof of transfer weeks ago and they have not provided me with such. 

Hello @Grace Choi,

Sorry to hear that you are having trouble with obtaining your winnings. We always aim to have WIRE transactions processed within 3-5 working days and the majority of the time we do adhere to these timings.

In regards to processing withdrawals we are in the hands of the processor as they are the ones who actually process your withdrawal. We have asked them to put a trace on the transaction and provide us with an update but , at times, their ability to communicate can can sometimes be on the slow side, hence why we cannot always give you an update as we don't know the answer ourselves until they get back to us.

I appreciate that this is frustrating for you but I have spoken to the head of finance today who will chase this up and we will see if we can get a positive outcome for you ASAP and we thank you for your patience.

Kindest regards,
Team PrimaPlay

So now it's been over 24 hours since it was stated that the head of finance has been informed of this and you guys still have yet to give me any information on my withdrawal/wire transfer whatsoever. I have done thousands of business and personal wire transfers, both international and domestic and I am sure that anyone else that has done a wire transfer in their life would agree that 24hrs+ (Not even considering the several weeks prior that I have been waiting) is more than enough ample time to find proof and trace a wire transfer. 

Am I the only one that finds this absolutely ludicrous that after 1 month:

- I still have not received my withdrawal and the ONLY response I ever get from them is that the wire transfer is being traced and that the only way I will get my payment sent will be after they trace the transfer, cancel the transfer & then resend it. Basically even after 4 weeks, the first process of my withdrawal has not even been started. My payment has just completely been put on hold and still no where close to being received.

- Why does the intial transfer that they claimed to have sent, need to be canceled and resent?? That is completely illogical. If it was in fact sent then why would you have to cancel it? Obviously it would be much faster to just wait for the payment to come thru rather than take 2 steps backwards and then resend. 

- Primaplay refuses to provide any proof of wire transfer that they claim to have sent. If no proof can be provided then it should be treated as if it was not sent. They should not be allowed to withhold payment and make claims that it was already sent without proof. That is how the world works and I don't see why they should be the exception. 

- Primaplay still has not even been able to trace the withdrawal (when they claim that they have sent it). Everyone gets some form of confirmation after any financial transaction ALWAYS and that is how transfers are traced. I have even offered my help to trace the transfer myself since they seemed to be sleeping on the job and also because a CS rep made claims that my bank is also somehow responsible (which makes no sense since my bank never received the transfer) but of course my many requests for this has been completely ignored. Without proof of the transfer or the ability find/trace the transfer that they supposedly sent, even after a month has passed, I think it is only logical and fair that it is considered that no transfer was sent and I am sent the wire trasnfer now. Am I supposed to just believe that it was actually sent when there is absolutely no proof?! If that is the case then your clients should also be able to make any claims they want without providing any proof. Myself, or any other client can make claims such as, "I deposited X amount of $ into my account and was never credited" and we should be able to be credited funds without providing any proof, just as you guys are doing with my withdrawal. 

- Primaplay refuses to "resend" the transfer and think they are justified in doing so. Think about it, they can forever use this excuse and to any one of their clients, that they "sent the payment", without providing proof and that they cannot "resend" payment until the initial payment is canceled and then blame their processor for not being able to trace it. That is the perfectly looped excuse to never pay.

- Primaplay shifts the blame to their payment processor stating the processors "ability to communicate can be on the slow side" which I find is a poor excuse. How can they think that this is acceptable and not be more proactive in resolving this after all this time? Seeing how totally lax and accustomed they seem about basically withholding payment that their client is rightfully owed for a month now and how slow & unresponsive they are, this must be something that happens all the time. If so, Primaplay should have changed processors long ago, they are not new enough that they couldn't have made the necessary changes. 

I play on dozens of online casinos all the time and I have NEVER had such a hard time with getting paid my withdrawals and I most certainly had not ever waited this long to get paid either. I have been extremely patient about all this and I feel my patience is totally being taken for granted. At this point, unless proof of the wire transfer can be provided, it is only fair that I am sent my winnings now along with proof.

Hello Grace Choi,

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