The player from the United States had received a split payment from the casino, with the first payment being sent correctly. However, she had not received the remaining money despite having waited over a month, beyond the 7 business days she was told. The Complaints Team had reached out to the player for further details to better understand the situation, but the player did not respond. Consequently, we were unable to investigate further and had to reject the complaint due to the lack of response from the player.
PrimaPlay Casino - Player’s payment is delayed.
Amount: $8,500
PrimaPlay Casino
Safety Index:Above averageSafety Index
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7.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
10 months ago
Public
Public
10 months ago
Translation
They split my payments. The first one was sent correctly, but over a month has passed and I've not received any more money. They keep telling me to "just wait 7 business days", but the time goes by and I still don't receive the money😡😡😡
Automatic translation:
Public
Public
10 months ago
Dear dalydiaz7,
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.
Could you please explain in more detail why your payment was split? Do I understand correctly that it was a decision made by the casino, not you? Have you received any explanation for it? Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
