The player from Germany had their bonus winnings cancelled due to bonus rules violation. After a closer examination, we ended up rejecting this complaint as unjustified.
PrimaPlay Casino - Player’s bonus winnings have been voided.
Amount: €228.9
PrimaPlay Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.1
PrimaPlay Casino has a Safety Index of 7.1, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I received a promotional email and made a payout of €228.90. Now the money has been withheld and I see nothing of it. The casino relies on the terms. I'm wondering why I got that promo email in the first place and besides, I've already made a deposit at the casino. I made everyone warn about this casino because this is scam. I also had to take a picture of myself back then by holding my ID and holding a signed sheet of paper up to the camera. Please take care!
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2 years ago
Dear Lolo777,
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. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?
Lastly, could you please specify which exact bonus you have redeemed and played? I would like to check terms and conditions. Have you deposited any funds into your account?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello and thank you for the quick response. Unfortunately I didn't get an exact explanation for the problem. I paid in on February 18th, 2022 and at that time a payout also worked. Attached is the link to the promotion and a screenshot of the payout:
https://primaplay.eu/primaplay-scoops-award/
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2 years ago
I see. Was it a Free bonus or you've deposited funds into your account to activate it, please?
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2 years ago
Translation
It was a free bonus I received via email
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2 years ago
Thank you very much, Lolo777, for forwarding the email. I have checked the T&Cs for the promotional offer and this is what I found (here):
"Terms and Conditions
The bonus must be wagered 30x on slot games only. Maximum bet allowed is $4. Maximum cash out is $50 via Bitcoin only.
Non Depositing Players must have claimed less than 3 no deposit codes prior to redeeming this offer in order to withdraw following successful account verification. Bonus is available throughout April 2022. Offer subject to status. Standard terms and conditions apply"
Could you please advise if you have redeemed any free bonuses from this casino in the past?
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2 years ago
Translation
Hello, I have used free bonuses in the past. After that I also deposited and withdrawn money. In the current promotion I played with a maximum of 1€ and didn't even get 50$ of the 228.90$.
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2 years ago
Could you please advise how many free bonuses you've activated in the past?
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2 years ago
Hello,
here u can see all the transactions. It's hard to understand all of this. Should there be such conditions and I don't even know if I violated them. What is certain, however, is that the casino is very dubious and lures with promotional offers that are not paid out in the end.
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2 years ago
Dear Lolo777,
If you have redeemed more than 3 free bonuses in the past, I'm afraid we won't be able to help you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Translation
I'm not sure if I did that as some bonuses are also deposit related and are not essentially free. But how can you even list a casino with such dubious conditions on this site? In my opinion it should be blacklisted as this casino is extremely user unfriendly
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2 years ago
I'm truly sorry but from the forwarded screenshots it seems that you have redeemed more than 3 free bonus codes in the past.
Once again, please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Dear Lolo777,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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2 years ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
