The player from Spain faces issues with a rejected withdrawal and difficulties in uploading the required bank documentation. After verifying her ID, she was unable to submit additional documents, and attempts to contact support have resulted in being kicked off the page and losing access to her account.
Prime Casino ES - Player’s account is closed; withdrawal rejected.
Opened
Current status
Waiting for player to reply
6d 23h 43m 15s
Prime Casino ES
Safety Index 8.9 HighCase summary
Discussion
Public
Public
20 hours ago
Translation
To summarize, since everything is specified in the review I posted.
I requested a withdrawal, it was rejected, I contacted them and they gave me instructions on how to upload bank documentation because the payment method (card) wasn't valid. I tried to upload the documentation as they explained, but it wasn't valid; only my ID was uploaded and verified, but there were no options to upload anything else. I contacted them again via chat, waited more than twenty minutes for the bot to transfer me to an agent, and then they kicked me off the page. I tried to log in again, but they wouldn't let me access my account.
PS: The chat is incredibly slow, and the girl types whatever she wants and closes the chat in less than 10 seconds. I just want to get my money.
Automatic translation:
Public
Public
16 minutes ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
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Public
Public
16 minutes ago
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.
- Could you please send me a screenshot of the error you see when you try to access your account at this casino?
- Have you made any successful withdrawals from this casino before?
- Would it be possible to send the requested documents to the casino through email, since this option is not available directly in your account?
- Did you receive any official emails from the casino informing you of the closure of your account?
- Did you complete the full KYC verification at this casino before your account was locked?
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
