Premier Casino - Player’s struggling to access his account.

I log in by BankID and make depost by Trustly. Casino website is annoying but slots are playable. Even withdrawal works ok and i get my money quick.

Problem start when i realize my address is one letter wrong. I ask to fix it and they looks like do it.

Later same day after play and withdrawal and log out, they ask documents to proof my "new" address. Ok i try to log in, only option is "quick login" By Trustly but i cannot do without deposit some money.

So you can log in only with deposit, some resume playing is impossible.

I see some other player comments same issue over a month ago and support say its difficult to fix!

Dear JarmoM,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise if your address was fixed already? Do I understand correctly that to upload personal documents needed for the account verification you have to log into your account and it’s impossible without placing a deposit?

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

Best regards,

Petronela

Hi Petonela.

Yes they fix my address right away after i ask it on support.

But yes, they ask some documents about it few hours later, but i cannot go upload it without deposit first.

They agree at they have this issue, just sounds strange they cannot o want fix it.

Jarmo

Thank you very much, JarmoM, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello JarmoM,

I looked at your complaint and will do my best to help you. I would like to invite Premier Casino into this conversation. Casino, can you please specify what is the problem with the player’s account?

Hello,

Thank you for bringing this issue to us.

We hear your point about having to upload a document due to a single typo. Ensuring a secure environment to our players is paramount and this procedure is part of that philosophy. However, we agree that this may be a bit too stiff and some flexibility may be implemented without compromising security. So we are already looking at improving that process. 

Regarding the login issues, we do have such issues reported - they are extremely rare but we are still working on solving them. 

Thanks once again for raising this issue to us. 

Regards,

Premier Casino team

Dear Premier Casino team,

suggest some solution, please.

Hello, 

No solution is needed in this particular case - the player raised specific matters in relation to our strict KYC policy which we take into consideration without really compromising our strict rules.

His KYC process was successfully completed and consequently he withdrew his funds. No dispute really. 

Kind regards,

Premier Casino team

Dear JarmoM,

did you receive your funds, please?

Yes , i get my money but still cannot log in to my casino account without deposit.

By my side this case can put close, but because look like they dont even want fix that, its fair to write something about this here on casino details. Positive and negative section.

Dear JarmoM,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru