PrimaPlay Casino - Igrački nalog je zatvoren.

I won at this casino my biggest hit ever and then lost some of it trying to wager the whole bonus.

But anyway had a withdraw of $5931(no exact but they closed my account)

After finishing the wager I could verify my account though some program they had so I verified and made a withdraw.

A little time after this my withdraw was cancelled I talked to support and made a new withdraw.

After this withdraw they tell me I need to send my address document, I answered that email with providing the document and then chat went silent they ignored me after this.

I contact support to tell them this and they say they havnt got anything... this goes on for a while i contact support severall times and send different email with them but directly and every time i send the document they go silent.

In live support i tried to ask them to send it to them another way but they always refuse, i ask for chat transcript but they always refuse.

They later tell me they have to me in the chat that i could send it in the chat but either they lying or i didnt see it, I ask them too show me the chat but they say they cant send chat in the support and they tell me i can access previous chats if i end the support chat. But now not true i can only access a few meaningless chats.

Anyway I have the emails thats whos how they stop comunication with me every time i try to send the address document.

Today i was think lets send a newer address document to the email they gave me and when i tried i got a message back saying the email could not be sent... very wierd since i could send previous emails to them.

Then I try to log in and my account is blocked and when i contact support they tell me they have informed me that my account will be closed if i dont send the requested docuemnts... I have never sen this message from them and it doesnt matter since the make it impossible for me to provide the document to them.

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Dear kisaPeter,

thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing. To ensure I fully understand the situation, I would like to ask you a few questions. Please keep your answers as concise as possible so we can proceed efficiently.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• How long have you been a player at this casino, please?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

I played slot machines.

I did a verification process that i first compleated, and then after when I made my withdraw they asked for address docuement, I answered that email and added my address document to that email and then they didnt respond. I contacted them later by email and they answer and told me they needed address document, I added the address document also to that email conversation but they stop responding after that. I talked to support a few times and they claimed they havnt received email even though I have the email showing how they answered before i submitted the document and they stoped answering. And then took another address document a little while later and tried to send them to the same email, then i got an auto message from gmail that the email could not be sent(this didnt happen earlier times i sent emails to them) and after that when I try to log in to my primaplay account its been blocked. so they seemed to block both my account and block me from sending emails to them at the same time.

Played a few months and never cashed out anything so its pretty wierd they just take deposit after deposit from me and ask for nothing from me but when I win they make it impossible and lies and twist things to make it impossible to verify my address.

Dear kisaPeter,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

There is no chat transcripts, I have asked them severall times to have chat transcripts but they refuse to help me get them.

Also my account havn been blocked so no information in my account is available.

I have sent the emails that I have with them and you will see every time i send the document they stop communicating. Some emails i get the fail message that email havnt been delivered(I dont know for sure but feels like this got blocked also)

And this is the only email they provided me with to verify this document.

If they really wanted me to verify my account then why are they making it so hard? Why was I only allowed to use the original verification method for the address document? Why only provide me with 1 email address that they either cant receive document on or refuse to accept i dont know

Dear kisaPeter,

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, Jana (jana.k@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,

Katarina

Dear kisaPeter,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a PrimaPlay Casino representative to join this conversation and participate in resolving this complaint.

Dear PrimaPlay Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

Hi Jana,

I have sent you an email with all the information.

Thank you,

PrimaPlay Team

Dear kisaPeter,

the casino has stated that you were offered an alternative and reliable submission method via live chat to complete your account verification. However, according to the casino, you did not comply with the instructions provided by their customer support team. Could you please clarify what the issue was and specify which documents are still missing in order to verify your account?

I didnt see that if that was the case, why would I not want to do that then? You can see that I have tried to send the document many times so why would I not do it in an alternative way if I knew they offred it?

Anyway missunderstanding should not be a problem right, I dont se why my account was closed if there was problem uploaded a document? why cant I do it now if they actually wanted it to be fixed, the blocked me and dont give me any chance of sending it.

You should ask for all live chat records from them and you will see that I really tried to verify, do this please since when i ask for chat transcipts they say its not possible.

I think its only the address document they wanted, and only reason its missing is because they didnt read the emails i sent it in. you say right? in tthe emails I share with you that I had conversations with them but directly when I send my address docuemnt they went quiet and stoped responding.

Please help me!! I dont see how they can close the account for something like this when I have tried to verify the way they tell me to

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi,

Our Terms and Conditions clearly state the timeframe for submitting verification documents. The player was informed by customer support that documents could be sent via live chat for manual verification but failed to do so within the required period.

As per our T&Cs:

"Your account may be closed and any balances void if you fail to provide this within 10 working days from our request."

The account was therefore closed in line with our Terms and Conditions, and we stand by this decision.

Kind regards,

PrimaPlay Team

Dear PrimaPlay Casino,

We kindly ask you to forward the full conversation between you and the player, as well as any additional supporting evidence related to your claim, to jana.k@casino.guru.

Dear Jana,

Thank you for your message. We have already provided all relevant information regarding this case. We stand by our decision: the player was informed that verification documents could be submitted via chat but did not do so. Our actions fully comply with our terms and conditions.

Thank you,

PrimaPlay Team

Ok so what? You also told me could submit but email address and then you refused to accept it!

Also why cant i send it now? its very obvious that you just dont want to pay me! Before i won you had no problems with me not being verified for months!!!

Show me the message where you tell me i can send in the chat and that I aknowledge that i saw this information?

Account verification is a standard requirement outlined in our Terms and Conditions, and our support team advised you via live chat that verification was needed. As this step was not completed, the account was closed in accordance with our policies, which are applied consistently to all players.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

 We have already provided all relevant information regarding this case. We stand by our decision: the player was informed that verification documents could be submitted via chat but did not do so. Our actions fully comply with our terms and conditions.

Dear PrimaPlay Casino,

To facilitate the investigation into this matter, I would greatly appreciate it if you could provide the evidence indicating that the player's verification was necessary and that your support team requested it. If we do not receive the relevant evidence, we may have to close the complaint as unresolved, which could have an adverse impact on your rating. Thank you for your attention to this matter, and I appreciate your cooperation.

Hi Jana,

I have sent you an email with the details regarding this case.

Thank you,

PrimaPlay Team

Dear PrimaPlay Casino,

After thoroughly reviewing the evidence you provided via email, I must convey that it does not meet the necessary requirements. Furthermore, the player mentioned during your conversation that he had sent the documents you requested. To advance in this matter, I kindly ask that you supply clear evidence indicating the timeframes in which the documents were or were not delivered, whether through the chat or your email. Thank you for your understanding and cooperation in this matter.

It was 1 week they said, also I dont see why it matter how long time it took if im trying to verify.

Its not like i refused or didnt try to verify as you can see in the chat conversations.

Also they stoped answering after i sent the document every conversation I had with them by email.

In my opinion they wanted me to fail because they were not helpful at all to verify my account.

Hi,

Our cashier team send first email on 18th of November, second on 20th of November about account verification and on 2nd of December they have sent email about closing player's account due missed timeframe for verification.

As per our T&Cs:

"Your account may be closed and any balances void if you fail to provide this within 10 working days from our request."

The account was therefore closed in line with our Terms and Conditions, and we stand by this decision.

Thank you,

PrimaPlay Team

Dear PrimaPlay Casino,

Thank you for your prompt response. I would greatly appreciate it if you could send the mentioned evidence regarding the emails from your side to the player at jana.k@casino.guru. Thank you for your understanding and for your ongoing cooperation.

Well I didnt fail to provide documents you faild to "receive" the documents.

Im asking you a serious question now Primaplay, If there is problems with the uploading of documents and its not my fault and im also trying through this whole time, then why closing my account when its your fault i cant send it to the email you provide me with?

The whole way you have done everything in your power to be difficult and havnt tried to help me once!

Casino.guru is this how it should be? That they trying to be difficult and make it hard to verify just so I will fail? is that really okey? Shouldnt a casino do all in their power to help me to verify? Or is this what we have come to where casinos main business plan is to make people that win fail their verification so they dont have to pay?

I mean dont care about verification at all up until i win, before that they just eating my deposits and never once ask me to verify.

Account verification is a standard requirement outlined in our Terms and Conditions, and our support team advised you via live chat that verification was needed. As this step was not completed, the account was closed in accordance with our policies, which are applied consistently to all players.

The email you sent me on the 18th of November you told me to verify in the link provided and also send an address document. I made the verification in the link and also answered that email with the address document, but then i get a email fail message and get this message: 550 Please turn on SMTP Authentication in your mail client. mail-lf1-f54.google.com [209.85.167.54]:52302 is not permitted to relay through this server without authentication.

So the fail message basicly says i cant send you email until you grant me autentication to send you emails.

So thats pretty wierd right? you ask me to send you document but then you have turnt of so i ccan not send you emails... this in my opinion is clearly a way to make it so i cant verify my account!

Also in this email on the 18th it says nothing about that you will close my account in 10 days.

Casino.guru already have this email i shared if before so they can see that its true!

And on the same day the 18th i send another email where I add the address document and say that i cant find an other way to upload the document, and PrimaPlay dont even answer this email even though it have been delivered.

On the 20th November I send them another email asking if they have accepted my document or not, this email was also delivered and you guys never answered me.

Later on the 20th November they send me another email asking me for address document and I answer that email and also add the address document and send and after this no answer again!

Also in this email no mention about closing my account.

On the 20th November i got another email from them:

Hi Peter,

Thanks for getting in touch via chat we were unable to get a response back from yourself unfortunately. 

Can you please let me know how we can help?

If you ever need assistance, our LiveChat is operational 24/7 and I’m happy to answer any queries over email.

Kind Regards,

Anna

I guess i got this email because they were not in the chat when I tried to contact them, im not sure i dont remember. Anyway you can see that she says I can get help from her via email also, So i answer that email and add the address document again! And after i send that email i get no answer just like all the other emails.

On the 1st of december I send them another email asking again if they have received the document and if its okey but again no answer from them!

On the 4th of december i try to send the email with address document again through email but I directly get an error email back that said i can not deliver the email, and this feel wierd to me and when i tried to log into my account its blocked.

I would add all the support chat conversations also if i could access them but i cant.

This I also asked for many times, I asked how to download chat transcripts because I would like to have it stored because i saw were this was going. But ofcourse they tell me that i cant get any chat transcript because they dont have this function.

All these emails have already been shared with katarina.d@casino.guru previously when she asked for it.

So now casino.guru you can just check these emails and see that its not been easy to deal with these people.

We have already provided all relevant information regarding this case. We stand by our decision: the player was informed that verification documents could be submitted via chat but did not do so. Our actions fully comply with our terms and conditions.

Dear PrimaPlay Casino,

I would like to kindly request clarification on this matter. It appears that the player has made several attempts to reach out to you, but unfortunately, there has been no response to his emails. Thank you for your continued cooperation.

Hi Jana,

In the email I sent you earlier are all the necessary information about this case.

Thank you,

PrimaPlay

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We have already provided all relevant information regarding this case. We stand by our decision: the player was informed that verification documents could be submitted via chat but did not do so. Our actions fully comply with our terms and conditions.

Yeah I would like to see all chat transcripts because if I have been told that then I havnt even seen it because else why would I not do it??

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We have already provided all relevant information regarding this case. We stand by our decision: the player was informed that verification documents could be submitted via chat but did not do so. Our actions fully comply with our terms and conditions.

Dear PrimaPlay Casino,

Thank you for your communication. Based on the evidence you previously provided via email, it is not entirely clear that the player failed to submit the required documents within the specified timeframe. The player did reach out to customer support through live chat, and it was indicated that the documents were not received, leading him to resend them. We kindly request that you provide clear evidence, including the actual dates of the conversation, to clarify this matter. Without this information, we may have no choice but to close the complaint as unresolved due to insufficient evidence. We appreciate your understanding and cooperation in this matter.

We have already provided all relevant information regarding this case. We stand by our decision: the player was informed that verification documents could be submitted via chat but did not do so. Our actions fully comply with our terms and conditions.

Ok show me here a chat transcript or print screen or whatever that you told me i could send the documents in live chat and i refused to do so. because if it happened then you have no reason not to show it.

You obviously just trying to get out of paying my win

After careful consideration, we regret to inform you that we must close your complaint as unresolved due to insufficient evidence from the casino. I apologize for not being able to assist you further in this matter. Should you experience any other issues in the future, please do not hesitate to reach out to us, and we will do our utmost to help you.