PrimaPlay Support and Complaints Thread

Hello IanClark101,

Can you send us Casino username via private message so we can contact Casino Representative?

Thank you

I sent it to you in a message.

Hello IanClark101,

We haven't received any message from you, where did you send it? Please do it through this link and provide us with the username.

Hello I guess I sent it to support, my screen name is iansletterbox.  They're trying to group two bets into one, it's such a load of crap. Totally unethical these guys are con men, I can't believe you would associate your name with these criminals. Hopefully you can convince them to do the right thing. I never bet over the allowed amount on any single bet but they're combining two bets into one which is done intentionally to mislead players. It's a total scam and I'm going tear these guys to pieces in all the public forums unless they do the right thing and do it asap.

Iansletterbox is my screen name.

Hi IanClark101,

Thanks for sharing your credentials. We will ping Casino Representative in order to help you with your concern. Please keep us posted.

Hello @IanClark101,

Thank you for getting in touch and explaining your problem.

I have looked in to this issue that you have reported. From the report that the cashier obtained from your play it looks like you have placed bets of $10. However, after further inspection the report duplicated your bets for some reason due to you playing with a bonus it. On the report it was logging your bets as a $5 Bet and a $5 Bonus Bet which showed as totaling $10, which would have been against the rules of the bonus used.

This is something we will ask our software provider to look in to. I can confirm we have now approved the withdrawal of your winnings and we apologize.

While I appreciate this whole process was below our usual high standards and I understand it would have been a frustrating experience you we do not condone the language against our staff where you threaten them with your "27 years of Military Experience." There was a mistake made on our part and we are more than willing to check upon things if reported.

Once again I would like to apologize for the inconvenience caused on this occasion.

Kindest regards,

Steven
PrimaPlay Rep

 

Hello  IanClark101,

As the Rep clearly clarified this matter, we will consider this case as RESOLVED.

Hi PrimaPlay , how to get the November Freeroll Pw?

Hello RastaSouljah,

If you are referring to the Exclusive LCB November Freeroll, please be advised that the tourney was closed last night. 

Not again! Cubbins here, please don't let me get ripped off again,it's over 3000.00 dollars at Prima Play Casino this time, please help me,our country or ..has to regulate this!it is just not right at all! thanks, Kevin Ferrier 

Hello Blue65,

Could you please provide us with your casino username via PM so we can contact the casino representative and inquire about your issue? 

Hello Blue65,

We are still waiting for your credentials. Please send us via private message so we can reach out to Casino Rep.

Since we never received any info from the submitter of this complaint, this complaint will be closed. 

Username Fionangus, I got a email saying I completed all the document verification, all I had to do is deposit to withdrawal, which I did. All threw crypto btc, you guys claim instant withdrawal, but still haven't got my funds, no one replies to emails, not only did you guys rob me of my bonus winnings you also conned me into depositing 25$ to steal from me. You need to send my funds today, there's nothing holding it up, if not this casino is a complete fraud. No one even responds to my emails trying to understand what's going on. Why can't anyone respond? Why are you holding my funds? 

Hello Jeremy johnston,

Thanks for reaching out to us and sharing your credentials.

We will notify Casino Rep in order to help you with this issue, and once we get a response we will let you know immediately.

Keep an eye on this thread.

Thank you.

Hello Jeremy johnston,

Casino Rep got back to us and said that they are in regular contact with you and last email that you got from them was yesterday regarding your payout.

They are waiting for finance department to check is everything clear with your account.

Please let us know when it's finished.

Thank you.

Hello @Jeremy Johnston,

Thank you for getting in contact.

I have looked it your message and want to confirm the following...

You originally requested a withdrawal via BTC on February 6th. You were then advised to complete the verification process which you did. You then re requested the transaction on February 25th 8 mins after making your verification deposit to a BTC address ending kc087. See image below from our admin system, I have obscured the full BTC address in this image, but have sent the full one to LCB admin privately.



The cashier team approved this payout to the address you provided on February 26th but as this was a Sunday our processor did not send the funds until the Monday which was the 27th February.

So checking on the BTC address you provided us with (I have also sent LCB a screen shot of our financial system that shows the information entered from the player cashier page) I can see that these funds went in to the BTC address provided and were then taken out 3 hours later. I have provided LCB with the blockchain link to prove this as I did not want to post it on a public forum. I just want to reiterate that we can only send the money to the BTC address you provided for your cashout.

But we have sent the funds to the BTC address you provided us with.

In regards to email, we have been in contact with you and I can see that our CS team in fact sent you an email as recently as yesterday confirming the points I have mentioned above. As well as replying to your emails where you state you will discredit us if we do not give you the money.

While I appreciate this is frustrating the casino has followed your instructions by sending the money to a Live BTC account that you requested.

Regards,
Team PrimaPlay

BEWARE!!!!!  They will make up an issue and accuse you of violating one of their terns or conditions so they don't have to pay you.  I have been playing at this casino for quite some time and throughout my whole history you will find that I have NEVER bet more than $2.00 per spin. I recently won approximately $500…requested a payout of $400 but this casino is trying to say I placed ONE bet that was $20.00 and the maximum bet for the bonus I redeemed was $5 therefore I am unable to receive my winnings because I broke a rule. Like I said..I have NEVER bet more than $2 per spins. So I went back in to my play history and not only could I not find the bet I couldn’t find any history for the game they specified (Dorogans Gems). I know for a fact I never bumped my bet up 6 times to $20.00 and the fact that I couldn’t see my game history makes this sound extremely fishy. When I asked them to send me proof they didn’t respond until 4 days later and they sent me a screen shot of a one line chart that was supposedly proof of my bet. Again…looks and sounds very fishy. I asked for a complete play history for the two days that I played 8/2/2023 and 8/3:2023 they just sent another screen shot of what looks like a spreadsheet entry. I have attached a copy of what they sent. I’m sorry I do not believe them,…especially since my play history will most definitely prove that I never place bets that high. I feel so disrespected and hurt that they could do something like this. I have been a loyal customer of this casino that I felt I completely trusted as they’ve paid me in the past when I won. I felt I had finally found my place in the online gambling world (been screwed out of winnings many many times.unfortunately but never as bad as this case. 

I have been a player at Primaplay casino for a couple years. I have cashout many times for small amounts. I finally hit $2500 and they denied my payout. STAY AWAY FROM THESE THIEVES IF YOU WANT TO CASHOUT MORE THAN $200!!!!!!!

Hello jasrob2222,

Firstly, welcome to LCB! Glad to have you here.

Do you want us to contact a Casino Representative to inquire about your case? If so, please send us your Casino username/ID via private message.

Thank you.

Hello jasrob2222,

Thanks you sharing the needed information with us.

We will reach out to the Casino Representative to inquire about your case.

Keep you posted!

Hello jasrob2222,

We got a reply from a Casino representative with proof regarding the breach of terms and conditions of the "CHRISTMAS" bonus, so we will consider this complaint resolved.

Thank you for understanding.

THIS CASINO IS A RIP OFF. I WON $2500 and the did pay. GO TO ANOTHER CASINO!!!!!!!!!!!!!!!!

Hello jasrob2222,

We have evidence that you broke the terms and conditions of the "CHRISTMAS" bonus, so please be aware that your complaint about this casino has already been reviewed and resolved. 

Kindly refrain from posting these remarks in the bonus section.

Thanks for understanding.

Primaplay is the biggest thieves in the online space. Do not send them money, they won't pay you if you win.

Don't send them money. If you win over $100 they won't pay you.

Hello jasrob2222,

As mentioned by our complaints moderator, your complaint has already been thoroughly reviewed and resolved.

We're sorry that you're not satisfied with the outcome, but unfortunately, there is nothing more we can do for you.

Was denied withdrawl unfairly at prima play.  I deposited $35 for coupon  january on January 5th .  Blew through it pretty quickly then deposited $35  on bonus  new year 28 minutes later.   I reached the playthrough and requested a $1500 withdrawl . Was fairly denied due to being verified. Went through verifaction successfully  after two attempts. Requested withdrawl of $1000 on jan 8th and denied on jan 9th today for playing excluded game black jack . I did play blackjack  but it was on funds from the first bonus deposit not the second on which i was requesting a withdrawl. my user name at prima play is jlambini. i explained this to a rep but they insisted  it was the same day as the deposit as reason for denial. It was the same date but on the second bonus deposit. How did i not play to terms?

Hello jlambini,

 We'll contact a casino representative to check your account. Keep you posted on this thread. 

Thank you  very much

Hello jlambini,

We've received a response from the casino representative, providing evidence that your first bonus was played down to $0.15 before making another deposit and claiming the second bonus. The same day in the afternoon you proceeded to play blackjack.

If you have any additional proof to support your claims that you played blackjack with funds from the first bonus, please send them to us. We'll forward the information to the casino representative and request a reassessment of your case. Otherwise, we are compelled to close this complaint and mark it as resolved. 

I have requested a history for the spins played  on January fifth .  I will forward these to you when i receive them.

I received the log of spins for the fifth of january and  the twenty  $1 blackjack spins were not played on that date. Which means i was in error and i appologize for that. However it also means they were played well after i reached the pllaythrough. I pointed this out to the rep and was told per their terms that blackjack was an excluded game even after the playthrough  was reached .  I regularly play at several RTG casinos  and have withdrawn effortlessly  with no problems in the same scenario so i reread the terms for the 4th time.

ALL DEPOSIT BONUSES;

* have a wagering requirement  of 25X  the deposit+ bonus                                                                                                                                    *permit wagers on slots, keno and scratch cards only                                                                                                                                               *Have a maximum bet of $10,or $5 if the coupon value is greater than 100% of your deposit value.

Nowhere does it mention the games are also excluded after reaching the bonus playthrough. In fact other than the last part " $5 if the coupon value is greater than 100% of your deposit value." the terms are pretty much cut and paste of several RTG sites. If the rep responded correctly then it seems the terms are fairly deceptive in comparison. I've played pretty much exclusively at RTG casinos over many years and only once   had such a problem with numerous withdrawls .

Hello jlambini,

We understand your frustration; However, please note that the decision of the casino representatives is final, they have already refunded your deposits.

In future cases, it might be useful to inquire with the support team about the rules before making claims to avoid similar situations.

We consider this complaint resolved. 

Thanks for your help ... But i think it's just better to not deposit period  at primaplay. 

hi..I sent you a private message about a question with primaplay casino, could you look please?

thanks

Hello goretana,

I have replied to you already.

Hi! Recently tried to withdrawal my real winnings and they declined it for no reason.... please see

Hi Marissa,

Please private message me your casino username so we can contact the casino rep and ask him to look into your case. 

Hi Marissa,

We received your account details and notified the casino rep. Please keep an eye on this topic for an update. 

Hi Marissa,

We got the update from the casino rep regarding your case. Please take a look at what she said: The player played with a code GARDEN110 which gives deposit bonus and 15 free spins on Stardust. The terms of this code are "This offer is available until April 30th, 2024. The bonus and bonus spin winnings should be wagered 35x on Slots, Keno and Scratch Card games only. Can be used one per day, twice per week. All bets placed must be $5 or under.". Our terms and conditions states: "Bonus play is active as long as the bonus funds remain in the account balance regardless of the wagering requirement. ". After meeting the wagering, she still had a bonus money in her account which means that code terms and conditions still apply. We also returned her deposit to her casino balance.

Don't you think they should have let me know, they said I played a progressive slot of which I didn't win any thing on but because I played it that's why I can't get my money?

I'm doing there free spins this week and I mange to get 200 in ltc. 12 hrs later I get email saying there is a 50 cap even tho they clearly state 100 the cap in the email with code. 

The second thing they ask for was a 20 btc deposit even though l clearly chose ltc. So I go check help desk and it clearly states u deposit the same coin u made a request for.

I have attach to screenshots as proof.

My username is tylerdurden6091

Hello James Brassfield,

Thank you for providing us with your casino credentials. We will contact the casino and inquire further about this matter. Please keep an eye on this thread for further updates.

Dear James Brassfield,

We've received a response from the casino rep stating the following:

Under our Promotional Terms and Conditions, it states: "When playing with any free offer redeemed prior to your first purchase, the maximum cashout is $50. You're only allowed to cash out from one such offer across our group of casinos." That being said, the player is welcome to verify their account and continue playing with the active promotion.

However, after checking, the withdrawal would still be denied due to:

The player using multiple free chip codes without depositing in between (claimed PRIMA50 and another retention code on 26/05/2024).
Exceeding the max bet on the 7FREEDAYS code.

As soon as you verify your account you will be eligible for more promotions.

Since we have a clear response from the casino rep, we will mark this complaint as RESOLVED.