Prive Casino - Player's account has been blocked.

Multiple deposits, won 100 on deposit without bonus,not giving me it and now blocked me,also gave me £10 goodwill bonus ,won 330 with that ,said I broke rules as can only win and withdraw 100 ,the still gave me the 100 then took it back ,as I complained so much I was blocked,I have all chats kept so they can't bs you,and ya I passed verification

Dear Sylviahall,

Thank you very much for submitting this complaint. I'm sorry to hear about the issues you're experiencing. To help us investigate further, could you please provide more details about your situation?

• Could you share a link or screenshot of the goodwill bonus you received from the casino? Was it a free no-deposit bonus?
• From what you mentioned, after you completed the wagering requirements, your £330 winnings were capped at £100, and the rest was voided. Is that correct?
• Have you received the £100 winnings in your bank account?
• Has the casino provided any explanation as to why your account was blocked?

Once we have more information, we’ll do our best to assist you in resolving this issue.

Thank you again for reaching out, and I look forward to your response.

Best regards,

Veronika

Yes capped at 100 after trying to withdraw 330,so they put 100 balance back into acc ,kept the rest 230,I went to withdraw that 100 ,so they declined and blocked me ,they will not even acknowledge the 100 I also won with my own deposit and I took no bonus with that ,they declined it and won't acknowledge it,so no didn't recieve it ,put a review on trust pilot as hundreds of others did who also had this happen,I asked prive multiple time who they are licenced by ,no reply

I've shared images of them acknowledging the 330 I won

I didn't screenshot the chat where they gave me the free £10 bonus

So, you requested a withdrawal of £330, but the casino canceled it and credited £100 back to your account. Have you continued playing with the remaining £100?

Additionally, could you please specify what the balance in your account was when the casino permanently closed it?

No I didn't continue playing with the 100,I've explained already,won 330 ,they took back 230 ,which left 100,I went to withdraw it ,they declined then took that 100 back after letting me keep it when they took 230 back ,then also I won another 100 with my own deposit and I never took a bonus with that deposit,they declined that withdrawel also and closed my acc

No balance as I withdrew it but they refused and then they closed account so I couldn't see

Thank you very much, Sylviahall, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Sylviahall,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and if there is a maximum win/withdrawal limit associated with any bonus (it is quite usual that this limit is mainly associated with no deposit or free chip bonuses), any excessive wins are forfeited, and only the maximum limit will be available for withdrawal once all the bonus conditions are fulfilled. So there is nothing that can be done about this. However, as you later had the £100 in your balance, which should be considered real money (if I understand it correctly) and played with real money, I'm curious to know why this was forfeited as well. I will contact the casino to shed more light on this matter.

I would like to invite Prive Casino to join the conversation.

Dear Prive Casino,

Can you please clarify the situation and what caused you to take such serious action as voiding the player's whole balance and closing their account? If there is any information that cannot be shared publicly, please forward it to me at michal.k@casino.guru including any supporting evidence for your actions.

Thank you in advance.

Yes won 330 ,they said max is 100,took 230 ,left me with 100 ,went to withdraw it instead of playing with it ,and they took the 100 back, also I had another withdrawel where I won 100 after depositing my own money ,they also refused that withdrawel and I didnt take any bonuses with that deposit ,the basically stole it and closed account,I did not ask them to close it,they just did,if you look on trustpilot they have done this to hundreds of people and closed their account ,as for quoting me terms of the max bonus one,what about the terms of them verifying I d on registration not after multiple deposits ,passed verification by the way thanks Sylvia

Dear Sylvia,

I’d like to take a moment to clarify the situation regarding your recent case.

I see that you reached out to us via LiveChat to report that your deposit had not yet been credited. We apologized for the delay and informed you that the deposit was in process. In the meantime, as a gesture of goodwill, we credited your account with a free €10.00 bonus.

You thanked us for the bonus and continued with your activities.

With the free bonus, you made some winnings. However, when you attempted to make a withdrawal, you requested an amount exceeding the maximum limit. Please note that winnings from a free bonus are capped at either €100 or double the bonus amount, whichever is higher.

I want to assure you that we have acted in full accordance with our Terms & Conditions. The funds in question are winnings from the free bonus we provided, which we are unable to exceed as per our policies.

Following this, we were surprised to receive a request for a full refund, as we had done nothing wrong. In fact, you received €100 at no cost, thanks to the bonus we provided.

Due to the refund request, your account was permanently banned. However, your €100 withdrawal should still be processed. If it has not yet been received, kindly send us a PDF copy of your bank statement via email, and we will gladly look into the matter further.

Thank you for your understanding, and we look forward to resolving this issue.

Kind regards,

Pierre

Why the lies,yes I exceeded what I won with the bonus ,I didn't know 100 was limit,so you took 230 back from the 330 ,left me the 100,went to withdraw, you closed account, also I deposited before that with my OWN money ,took no bonus and won 100,you refuse to even acknowledge that 100 I won ,still not received it,you show me your account statement where you apparently put 100 into my bank ,so not only will you rectify this,you continue to lie ,are you that desperate to steal my money ,just look at reviews,says it all

And NO I'm not sending sending you my bank statement ,you asked for my I d around 50 times ,I sent you so much that I'm now worried about how much info you have of mine so I reported to bank and police incase someone gets hold of it and I become a victim of fraud again

Dear Prive Casino,

Please forward me the player's full game log, including all the deposit and bonus history, to review the course of events at michal.k@casino.guru

Additionally, can you please clarify why the winnings from the player's real money deposit were not disbursed to them?

As the player mentioned:

I deposited before that with my OWN money ,took no bonus and won 100

I'm looking forward to your response.

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.

Hello Michal,

Our apologies for the late response, I have now sent an email to the address you have provided us above.

---------------------------

Dear Sylvia,

We kindly ask that you remain respectful in your communication and refrain from making assumptions. As you are already aware, the deduction of funds was due to the maximum win amount being capped at €100.

Additionally, following your refund request, your account was terminated. The €100 pending withdrawal has been refunded to you, and you should have already received it. We kindly ask that you please check your statement for confirmation.

AGAIN!! No ,I've not recieved anything ,also not recieved the 100 I won with my own money ,the new site i play on ,yes ,I recieved theirs withen 5minutes,but no nothing from you yet I'm afraid

I was given £100 back from casino in 4 different payments,I didn't realise it was from them as had all different company names ,they are now looking through transactions again to see where they owe me the other 100 so hopefully that will get sorted🤞

Dear Prive Casino,

Thank you for your response and the emails we have exchanged.

Dear Sylvia,

I am pleased to know that we were able to find a solution to your issue with the casino team. I hope you will receive the agreed-upon funds soon. Kindly inform me once you have received them, so I can proceed to close this case as resolved.

Hi yes it's recieved 63 just waiting on rest

Hi I've still not received rest of the funds

Dear Sylvia,

I’m glad to hear that you’ve already received a partial amount of your refund.

As mentioned in my previous email, it can take up to 14 working days for the full amount to be credited. It seems there may still be one more transaction pending, as you mentioned receiving 63 so far.

Thank you for your patience, and I hope you have a lovely day!

Still not recieved

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.

All funds should have been received, we need Sylvia to confirm if this matter has now been solved, otherwise it needs reviewing.

No I've not recieved all of it yet ,regards Sylvia

Dear Sylvia,

Just to confirm, the remaining funds you are expected to receive amount to €37, correct?

Yes

Dear Prive Casino,

Can you please double-check the disbursal of the "final" amount to the player?

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 Sylvia,

I hope this message finds you well. I wanted to check in and see if you have received the remaining funds.

Hi no still not recieved

Dear Prive Casino,

Can you please clarify why the remaining €37 was still not disbursed to the player?

In order to review this further we will need a bank statement in PDF Format from the day of refund which was on the 20th March until the present day.

Once that has been received we can look into this case further.

Dear Sylviahall,

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.

I don't want to disclose my bank information, they already have this anyway along with probably 20 other forms of i d

Dear Sylviahall,

We kindly request that you provide the casino team with your bank statement to confirm that you have not received the remaining funds. Without this documentation, we will be unable to assist you further. As they previously stated, the casino team has processed all disbursements on their end. We encourage you to carefully review all transactions on your account, and if you still believe the funds are missing, please submit your bank statement from 20th March until the present day to the casino team for verification. We appreciate your understanding as we work to assist you.

Ok can they tell me Date of last payment please ,they provided the three payments to you on here but if they can just confirm last date so I can have a quick look first thank you

Dear Sylviahall,

Since you are not willing to provide the requested bank statement, please provide us the exact date, time (if available) and the amount of the transactions you have received from the casino thus far. The previous transactions were mostly in the amount of €25.

All the transactions are likely to be from the same sender, so you should be able to identify all the transactions in your account with relative ease.

I look forward to your response.

Bank statements sent

Dear Sylviahall,

It took me a while to locate your emails. You have not sent them to my email address michal.k@casino.guru, instead, you sent them to a "No reply email", so I have not received even a notification about this.

I have not noticed the casino team's email as the recipient, so I have taken the liberty of forwarding it to them for their review of the transactions. I trust this will help clarify the situation.

Dear Prive Casino,

I have sent you the bank statements provided by the player for your examination.

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 Sylviahall,

Have you received the remaining €37 yet?

No i havnt

Dear Prive Casino,

Could you kindly provide us with an update regarding the outstanding €37 that the player has yet to receive? Have you had a chance to review the player's bank statements with your financial department?

Dear Sylviahall,

Unfortunately, I have not received any further communication from the casino team. While it is true that the casino has disbursed the winnings you were entitled to, and the additional €100 was offered as a gesture of goodwill to compensate for the inconvenience, of which you received the main portion, it is fully reasonable to anticipate that the casino team will uphold their commitments to the end.

Although, from a strictly technical standpoint, you have received more than what you were entitled to, the overall management of this situation and the failure to bring the process to a satisfactory conclusion do not meet the fair and user-friendly experience we expect from reputable casinos. Regrettably, despite my numerous messages, the casino team appears to have lost interest in resolving this matter, leaving me with no option but to close it as unresolved. I understand this isn't really a satisfactory resolution of the case. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend that you take a moment and read a review of each casino before you start playing there in the future, and only play in licensed casinos with a good rating.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru