PrimaPlay Casino - Player’s having difficulties withdrawing her winnings.

This casino has left I bad taste in my mouth. I requested a withdrawal via skrill but it is not allowed in my country. That is fine. So Rachel, the horrible customer support agent, informs me that my only options are bank wire and check. I let Rachel know that my bank, Chime, does not accept either of those options and I inquire about Bitcoin. She said she will speak with someone and see if that is an option. I sent in my verification documents and after sending them in Rachel tells me that she looked into my card and my bank does accept wire transfers and checks. I told Rachel that I do NOT have a checking or Savings account with the card she is referring to and she continues to say Bank Wire and Check are my only options after I have repeatedly explained to her that my bank does not accept either of those. So I asked for ALL of my deposits to be refunded and she continues to tell me to choose Bank Wire or Check for withdrawal. At this point I am extremely frustrated because I already told Rachel my bank doesn't accept them. So I told her they can either make an exception and allow my withdrawal via bitcoin or return my deposits and if I do not receive my winnings of $3,000 or get my deposits returned, I will be reporting those transactions as fraud to my credit card company. So after that they closed my account. Worse experience I have ever experienced on any online casino. Rachel kept saying that Bank Wire and Check is the ONLY option if a credit card was used to deposit, but I read the Terms & Conditions several times and nowhere in there does it say that. She says that it says it in the cashier section of the casino, but if it does NOT say that in the Terms & Conditions and Terms & Conditions prevails over anything else. Im very angry and upset with this casino and how I have been treated.

Dear Kaneesha,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation, but, before we do, please could you confirm that your account has been closed and the funds are still being held by the casino? I hope we will be able to help you to resolve this issue as soon as possible. 

Best regards,

Petronela

Yes, my account is closed and funds are still being held. 

Thank you very much Kaneesha for providing all the necessary information. I will transfer now your complaint to my colleague Kristína 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 Kaneesha,

I contacted the casino, so hopefully we will receive some answer soon.

Thank you for being patient.

Thank you Kristina!

We would like to ask the Primaplay 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’.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.