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deposited money for a free spin and 300% bonus amount. And requirements were met and I reached my playthrough amount. When trying to withdrawal my funds I was denied and balance was set to 0. Wasn’t even given money back from deposit. Casino stated I wasn’t allowed to bet more then $5 per hand even after my playthrough was met.

Dear aaronduran1288,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PrimaPlay Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that while the bonus was active, your bet was at or below the $5 per game round?
• Was there any visual confirmation when the wagering of the bonus was complete?
• Could you please describe in more detail your gameplay before the bonus wagering was complete and afterward? (bet amount, games played)
• Please forward me the correspondence you received from the casino with the accusations against you. My email is tomas@casino.guru

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,

Tomas

Hello Tomas,

Yes you understood correctly. During my play-through I was betting $1 $2 & $5 bets. Not exceeding set bet maximum for bonus.

Once Play-through was complete there was a visual with transaction showing funds took away, due to having won more then amount valid for play-through. At which point the money still left in the account should have not been under any restrictions. I left game checked account info to ensure play-through was complete and was at a little over $1,000 that was available for withdrawal. So I went back into same game and started wagering $10 & $20 bets. I only wagered this amount about 10-20 games as I hit a bonus around the 9th spin which payed me $1,700 so I dropped wager back down. started wagering $5 per game until I hit $2,900. Once hitting this amount I requested withdrawal of $2,500 and kept remainder In account still betting $5 hands.

i closed game out and submitted my account verification to be able to get funds. Once complete went back into the game to continue playing with amount left in account. During which time Prima support emailed me saying they had to do a quick manual review by this time it was 4:31a.m MST. Then 8:40a.m which isn’t quick as stated I was sent another email of denial of requested funds for withdrawal. Then another one at 8:42a.m 2 emails 2 different People. One person stated my deposit was returned and another person stated my deposit was placed back into my Prima player account. So for faster response time I went into Prima player account to open a chat session with a rep. Asked for a transaction history to show how I breached terms before play-through was complete. Was advised that I would have to email for that info. Realized that I was able to review transaction history my self under accounts tab. Once I pulled up and started going through it so I can print play history the account was blocked.

I still have not got a reply back from anyone at prima, even after requesting to speak with Management. They have cut all communication with me and even kept my deposit.

emails from Prima have been forwarded to email you provided, and photo of account being blocked was also sent.

Thanks,

-AD

Thanks for your messages.

Was this the bonus you activated?

You wrote:

Once Play-through was complete there was a visual with transaction showing funds took away, due to having won more then amount valid for play-through. At which point the money still left in the account should have not been under any restrictions. I left game checked account info to ensure play-through was complete and was at a little over $1,000 that was available for withdrawal.

According to the rules of the bonus, the 'bonus is not cashable'. Could you please specify how much you deposited and how much was the casino's initial bonus contribution?

Was the amount the casino initially contributed, removed when the wagering of the bonus was complete and you were under the impression the account shouldn't have been under any restrictions?

Dear aaronduran1288,

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 sorry for late reply. Initial Bonus was for $38 they contributed $114. And yes once play-through was complete they took the $114 and also took and $600+ I had even sent live chat a message to see why so much was taken and they said playthrough was complete max amount was reached and I was allowed to withdrawal at anytime or keep playing with no restrictions.

Thank you very much, aaronduran1288, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, aaronduran1288,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. 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's representative to join this conversation and participate in the resolution of this complaint.

Dear PrimaPlay Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the player's winnings been confiscated and the account blocked? What steps should the player take to unblock the account? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence and the exact bonus rules that were applied?

It would be highly appreciated if you could share with me the player's game logs for the period in question with highlighted bets over the maximum bet amount and the information on when exactly the bonus was activated and when exactly the bonus wagering requirements were met (also supported with evidence from the user's casino account transaction/bonus history).

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello,

Thank you for bringing this situation to my attention. I have emailed you Branislav with all the information requested.

Thank you

Thank you very much, PrimaPlay Casino Team, for your email and all the provided data.

Dear aaronduran1288,

After reviewing all the gathered details and data, it is clear that:

• Things happened a bit differently, and you did not comply with the casino's bonus rules
• The maximum bet amount was exceeded 740x while the bonus was active, before the wagering requirements were met
• You were supposed to wager 8288$ to convert the bonus funds/winnings into real money, but for some unknown reason, you started placing 10$ bets at the moment you wagered only 1266$; all other bets from this moment until the wagering requirements were completed breached the maxbet rule ($10 and $20 bets)
• Almost 85% of the wagering requirements were fulfilled by overbets, which gave you a significant unfair advantage in meeting this bonus condition
• In this type of casino, it is common that a bonus amount is deducted from winnings only upon processing a withdrawal, so your claim that $114 was deducted after the funds were converted to real money balance is not correct; the bonus funds were part of your balance until your withdrawal request was denied
• Last but not least, you informed the casino that you would ask your payment method provider for chargeback, which is also strictly prohibited in all online casinos and also means a breach of the casino's Terms and Conditions

Based on the above-stated, we are closing this complaint as unjustified. Your disputed winnings were accumulated in a prohibited way, and therefore, they are considered invalid. Your deposit was refunded, so the casino has no obligations towards you. The casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, PrimaPlay Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru