The player from Portugal had deposited $28 at an online casino, played, and then decided to withdraw his balance. The casino had accused the player of violating rules, banned his account, and charged a $10 fee. The player had contacted us for assistance. We had clarified the situation with him and found out that the casino had confiscated $10 out of his $28 balance and returned the remaining $18. After reviewing the casino's Terms and Conditions, we discovered that they reserved the right to charge withdrawal fees and close player accounts. As the casino had acted within their stated rules and the player had received the remaining balance, we could not proceed with the complaint. The complaint was subsequently rejected.
PrimaPlay Casino - Player's account is banned.
Amount: $28
PrimaPlay Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Other
REJECTED
Case summary
6 months ago
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6 months ago
I made a deposit at this casino worth 28 dollars via neteler. I played around 67 dollars and decided I didn't want to play any more, so I cashed out via neteller. The next day I received an email from the casino saying that I did not comply with the rules and they decided to ban my account and remove 10 dollars from my total withdrawal.
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6 months ago
Dear pedropires18,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino confiscated the remaining balance you had in your player's account?
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
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6 months ago
Dear pedropires18,
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.
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6 months ago
Translation
I have not received any response from the casino
Automatic translation:
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6 months ago
Thank you very much for your reply, pedropires18. Could you please clarify if the casino confiscated any funds except for the $10 fee? How much money did you have in your casino account when it was closed?
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6 months ago
Translation
He didn't confiscate more than $10.
When withdrawing I had precisely $28, with all the games bet I had no profits or losses on the amount deposited. I lost $10, confiscated without giving a reason and they also blocked the account without giving a reason.
Edited
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6 months ago
Do I understand correctly that the casino confiscated $10 out of $28 and sent the remaining balance ($18) to you?
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6 months ago
Translation
Exactly!
If I didn't comply with some rules, they should let me know and not leave the amount I had in the casino. They just said that I could withdraw because I had fulfilled the wager. Only after withdrawing and withdrawing $10 will they notify you...
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6 months ago
Unfortunately, the casino states in its T&Cs that they may charge some withdrawal fees:
"PrimaPlay reserves the right to apply reasonable charges for processing withdrawals. When withdrawing from free offers or cash back credits a fee will always be applied. If a maximum withdrawal restriction is in place this charge will applied after the maximum withdrawal restriction has been applied."
As long as the casino warns about this fact in their terms, there is not much we can do. Furthermore, the casino can close any player's account whenever for whatever reason and we do not penalize them for it if the remaining balance has been paid out to the player. I am afraid that at this point, we are not able to proceed with this complaint.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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