PrimaPlay Casino - Zahtevi igrača za povlačenje sredstava su odloženi.

Hello team,

I been trying to get my money out since 11 February 2025, every month I try now to withdraw at least one time. Every time it get cancelled..

When I contact support is always the reaction, please try again to withdraw the amount.

When I email them i get this response:

Thank you for getting touch,

 I can see that your withdrawal request is currently awaiting a review from our Cashier team.

I'm afraid I do not have any updates for you at this time, but we will email you directly on this once done and appreciate your patience. 

Should you need further assistance, we are available 24/7 to assist with any query you may have. 

Its been like this for the last months, I just now made a withdraw again. But i already know its gonna be cancelled.. I saw Primaplay was on Casino guru so I try it now this way.

Thanks for hearing my story and help.

Regards,

Ammar

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification process, or at least submitted any identity documents to the casino for verification?
• Have you asked customer support why your withdrawal requests keep being cancelled? If so, what explanation did they provide?
• Have you tried selecting a different payment method for your withdrawals to see if the issue persists?
• When was the last time you deposited funds into your casino account?

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

Best regards

Veronika

Hello Veronika, yes thank you for the help I will answer the questions.

Have you made any successful withdrawals from this casino before?

Yes I made one withdraw before and they paid out the amount of 1820 dollar that I received on 7-11-2025

Have you completed the full KYC verification process, or at least submitted any identity documents to the casino for verification?

Yes I sent all the requested documents, they wanted my ID and a Proof of address. This got accepted and verified my account.

Have you asked customer support why your withdrawal requests keep being cancelled? If so, what explanation did they provide?

The LiveChat is always the same respons, saying thanks for notifying us. I forwarded your case to the finance department, you will get a response soon.

When I sent them a email i always get back:  I can see that your withdrawal request is currently awaiting a review from our Cashier team. Please wait.

Have you tried selecting a different payment method for your withdrawals to see if the issue persists?

When was the last time you deposited funds into your casino account?

Yes I try multiple things, withdraw with different payment method. Withdraw the amounts in smaller amounts. Trying just 1 small withdraw. I always comes back about 2 weeks later. When i contact the LiveChat they tell me, I dont see any comments from the finance department. Please try again make the withdraw..

I made a withdraw again yesterday before I made the complaint here. So later when it again get cancelled, I can forward all the conversations en screenshots what i have with primaplay.

Regards,

Ammar

Thank you for your response.

Please forward me the most recent communication you had with the casino's customer support regarding the issues with your withdrawal requests to veronika.f@casino.guru.

Kindly also provide a screenshot of your withdrawal history so we can review the details of the transactions.

I appreciate your patience and cooperation.

Hello Veronika,

Thank you for the help, I sent the email to you with the screenshots.

Dear ambaha90,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Veronika

Dear ambaha90,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hi Jana,

Thank you for tagging us in the complaint.

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

Hello,

I don't understand I was verified because I received 2 pay outs 948 dollar and 1021 dollar. Then I win again and want to do a withdraw and now I am 7 months further trying to get my withdraw of 4898 dollar out.

See screenshots below

I did the KYC process and then I received the email saying I need to upload a extra proof of address on 30 October and I sent it, 5 November I received documents received. 7 November I received my Litecoin withdraw. If I was not verified in required time frame why pay out my money?

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.

Dear ambaha90,

I hope this message finds you well. I wanted to follow up and see if there have been any updates from the casino regarding your verification process. If you have any new information to share, I would greatly appreciate it. Thank you for your attention to this matter.

Dear ambaha90,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Jana,

Sorry for the delay. I just checked the status of my balance on PrimaPlay. The status now is that they fully blocked me from entering my profile. I guess because I made a complaint here..

Dear PrimaPlay Casino,

I hope this message finds you well. I would like to kindly request information regarding the reason for the blockage of the player's account. If possible, please share the details here, or alternatively, feel free to send an email to jana.k@casino.guru. I sincerely appreciate your ongoing assistance and cooperation in this matter.

Hi Jana,

Thank you for reaching out and for bringing this matter to our attention.

I have spoken with our management team, and they have advised that the player's account was blocked because the verification process was not completed within the required timeframe.

Please let us know if you need any further information.

PrimaPlay Team

Dear PrimaPlay Casino,

I would like to kindly request the evidence regarding the commencement of the player verification process, as well as the specific rule that guided your decision in this matter.

Feel free to send the information to jana.k@casino.guru. Your continued support and cooperation throughout this process are greatly appreciated.

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.

I have made several attempts to contact the casino, unfortunately without success. Regrettably, our ability to make progress is limited without cooperation from their side. Since the casino is operating without a valid license and does not provide information regarding any Alternative Dispute Resolution (ADR) services, we currently do not have a gaming authority to which we can escalate this matter.

I will need to classify the complaint as "unresolved" in our system. I understand that this outcome is not ideal and may be disappointing. However, please know that the impact on the casino's rating from these unresolved complaints may encourage them to reassess their approach. If the casino chooses to respond, we will promptly reopen the complaint and notify you via email.

In the future, I recommend considering casinos based on their reviews and ratings to help prevent similar situations. I truly regret that we were unable to provide more assistance on this occasion.

Best regards,

Jana