PrimaPlay Casino - Player’s bonus winnings have been voided.

I made a withdrawal of 1000.00 ans still had 2000 to play with. They ask for my verification, ans I was having trouble well I went to sleep and woke up this morning with only 35 in my account an no withdrawal information. I contacted them . They said it was void because I went over the bet limit . Which I didn't go over 2.50 . Except on a few games that I played 5.. but they stating I was betting 25.00 like omg I wouldn't even bet that ever I can't afford too but I knew the terms and conditions so I never went past the 2.50 ..I fell asleep trying to finish the verification forms. But I know they just didn't want to pay so I can't do nothing about it. . I know I want my account closed .. especially if they can give me my deposit back. An not my winnings from my account that I didn't request a withdrawal with.. . Definelty bad casino to experience..

Dear Jacqulyn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general bonus terms and conditions, and this is what I found https://primaplay.eu/terms-conditions/:

"All Deposit Bonuses:

have a wagering requirement of 25x the Deposit + Bonus

permit wagers on Slots, Keno and Scratch Cards only

have a maximum bet of 20% of the deposited amount or $10 if lower"

Could you please forward your game and bonus histories? My email address is petronela.k@casino.guru. Which exact bonus you have redeemed and played?

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

Thank u so much I have emailed my account history from primaplay to u

Thank you very much, Jacqulyn, for forwarding your cashier history. Could you please send your game history too? 

All I can seem to find is my account history I sent. Where can I find my gaming history at ?

Dear Jacqulyn,

If you can't locate it in your account, please request it from the casino. Thank you for your cooperation.

Dear Jacqulyn,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

They emailed it to me . Do I send it thru here . R email it to u . Thank u

Send it to my email address, please. Thank you in advance.

Dear Jacqulyn,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much, Jacqulyn, for game history. I have found 5 bets of $25 each.

However, if I understood correctly, those bets were placed after a withdrawal has been requested already on a base game (not with bonus).

Could you please forward the relevant communication between you and the casino where you were given a reason why your winnings have been voided? Thank you in advance. 

Dear Jacqulyn,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much, Jacqulyn, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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 Jacqulyn.

I carefully analyzed all the data. 

From your game log is it clear that you lost your real balance and the winnings were made with the bonus funds. Your bonus was already wagered when you made a withdrawal, but this bonus is sticky. A sticky bonus is a bit different from the classic bonus, and the original amount of the bonus is deducted when the withdrawal is made. This type of bonus allows the player to make more withdrawals from the same bonus, and it is active until all remaining money is withdrawn or lost. Because of this nature of the bonus, we believe that the casino has the right to void your winnings and return you the deposits after you made higher bets then is allowed. I am sorry for the bad news.

Thank u

After investigating the case, we discovered that the casino had the right to confiscate the winnings.

Therefore we are closing this complaint as rejected.