PrimaPlay Casino - Dobici igrača su konfiskovani.

Hi,

I see that primaplay is back here on casino.guru now.

I found this casino at your website over a year ago so i decided to

play there.

I got lucky and won,

wagered the full bonus into real money and left it there in case i wanted to continue to play in either casino or live casino in the future.

When i decided to withdraw my money they just blocked my account and said that my money were confisqated becasue i left them on my account there for a few months.

There were no such rule at the time when i registered or wished to withdraw my money.

A rule which is very strange as well that i never experience at any other casino.

I have read about a rule that says if you leave your money on our platform for over a year we will start to deduct a fee.

Bu they are claiming that just because i left my money there for a few months they had the right to block my account and take all my money.

I was wondering why they were gone from here on casino.guru but i am glad they are back so they can get questioned about this.

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Hello,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please clarify the timeline of the events? When did the original gameplay take place and when did the casino confiscate your winnings?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Casino.guru

I played slot machines as i have done many times before on this casino but never won.

This time I actually won and they just decided to block my account and confiscate my winnings.

My latest deposit to their casino was 05.12.2025 according to the email i received from them.

And this is also the deposit that i finally won on.

When i requested my withdrawal was 24th of february 2026 that is when i received an email telling me they voided my winnings and blocked my account because i left my balance on their casino.

But i never read any rule about this in their terms in fact i never read any rule like this at any casino.

For me its normal to leave my balance in a casino for a few months if i wish to play some more.

I have forward all email communication to attila.g@casino.guru.

Thank you!

Thank you for your response.

Could you please clarify when exactly the winning gameplay took place?

Also, did the casino request you to complete any verification (KYC) process before blocking the account or confiscating the balance, and if so, did you receive any notification?

I look forward to your reply.

I believe the game play took event of December last year right after my latest deposit.

I was not asked of any verification by the casino.

I have done probably 20 deposits to the casino non of them without any issue because i lost.

When i finally won for the first time they closed my account and took all my winnings.

I like to play online slots so for me it is perfectly normal to leave my balance at casinos so i do not need to make more deposits,

I never had any issues leaving my balance on any other casino.

I do understand when I decide to request a withdrawal i will need to verify my Identity and address.

But in this case i was never asked for any verification since i did not request any withdrawal.

I received two emails on same day that i requested my withdrawal which i will attach here,

First one congratulated me and asked for verification at 9:31am then the second one that came shortly after at 12:16pm which said they blocked my account and confiscated my winnings due to not being verified.

That means i had only two hours approximately to get verified?

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Okey,

Thank you!

Dear jimtran1983,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite PrimaPlay Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s winnings have been voided?

Thank you in advance for providing the information.

Thank you Martina!

Hi Martina,

I have checked this player's account. He won last year, he didn't verify his account, and we closed his account as per our terms and conditions.

Thank you,

PrimaPlay Team

I was never requested to verify my account.

I fully understand and accept that when you wish to withdraw there is a verification needed.

But i was never asked to verify my account by the casino during any of my deposit that i lost or when i left my money on my account in case i wish to continue playing.

here is a screenshot showing how they sent bonus offers to my email and many of my deposits made to this casino.

Not once was I asked to verify.

As mentioned i totally understand that verification will be required once requesting a withdrawal and i am fully happy to do so also.

the only time i was asked to verify was for my email:

Why not mention in this email that i need to verify my identity and address also then?

Dear PrimaPlay Casino Team,

Thank you for the update.

This is what your Terms and Conditions state:

"If your casino account is dormant for a period of 180 days your account balance will be reduced to zero. This is to ensure our affiliates are compensated fairly. These funds can be reinstated at any time by contacting customer services."

Since the player has now contacted your customer support, could you please confirm whether, in accordance with your Terms and Conditions, the funds can be reinstated?

The player has also confirmed that he is willing to complete the verification process and provide any documents required.

Could you please advise the player on the next steps, including exactly which documents need to be submitted in order to complete the verification successfully and receive the remaining balance?

Thank you very much in advance.

Hi Martina,

The player won in December, at which point we requested that they complete the account verification process. As the required verification was never completed, the winnings were voided in accordance with our Terms and Conditions, which state that winnings may be forfeited if a player fails to successfully complete the verification process.

Thank you,

PrimaPlay Team

Dear PrimaPlay Casino Team,

What is still not entirely clear to me is whether the player was informed in December that account verification would be required.

From what I understand, the player was prepared to complete the verification process when he attempted to withdraw his funds in February.

Since he remains willing to verify his account even now, I believe the fairest solution would be to allow him to complete the verification process and, once it has been successfully completed, permit him to withdraw his winnings in accordance with your Terms and Conditions.

Thank you very much in advance for your response.

That is absolutely not true i was never requested for verification in December.

I was only requested to verify my email in September as you can see in the screenshot.

Why did they not include the verification for ID and address in that email then?

Here are all my emails i received from primaplay in December 2025,

I will also forward them to you Martina on email.

As you can see they only sent me bonus offers tricking me into making deposits.

Hi Martina,

I have spoken with our management team, and they advised that the player did not complete the verification process within the required timeframe.

Thank you,

PrimaPlay Team

Dear PrimaPlay Casino Team,

I understand your position that the verification process was not completed within the required timeframe and that you consider this to be in line with your Terms and Conditions.

However, to be honest, we do not consider this outcome to be fair to the player.

For this reason, I would kindly ask you to reconsider giving the player one more opportunity to complete the verification process. If the player successfully passes the verification, I would encourage you to allow him to withdraw his remaining balance.

If, however, there are any additional reasons why the funds were rightfully voided, other than the verification not being completed within the required timeframe, I would appreciate it if you could let us know.

Otherwise, based on the information currently available, I will unfortunately be forced to close this complaint as unresolved, which may have a negative impact on your Safety Index.

Thank you very much in advance for your consideration.

Hi Martina,

These are our Terms and Conditions, which the player agreed to when creating their account. Verification time limits are in place to help protect against fraudulent activity, including attempts to provide altered or fabricated documents. A genuine account holder who has won funds and wishes to complete the withdrawal process should have no difficulty providing the required documentation within the specified timeframe.

In this case, the customer waited two months before completing the verification process. If you had legitimately won $7,000 from an online casino, it would be reasonable to expect that verifying the account and claiming the winnings would be a priority rather than something forgotten or delayed.

The matter at hand is not whether the customer agrees with or dislikes our Terms and Conditions, but whether the account was handled correctly and in accordance with the agreed terms.

PrimaPlay Team