The player from Switzerland is experiencing difficulties completing the account verification. We closed the complaint as ‘unresolved’ because the casino failed to reply.
PrimaPlay Casino - Player’s struggling to complete account verification.
Black points: 199
Amount: $10,000
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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
1 year ago
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4 years ago
Translation
I had paid $ 25. I filled out the form for you verification and sent it. Since then I've been waiting for my payment. They always put me off with the sentence that the cashier team reports. So far nothing has happened
Automatic translation:
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4 years ago
Dear Mischa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise how many days ago you have requested your withdrawal and started the verification process? Have you accumulated your winnings with or without active bonus? Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronella
Thanks for the answer. I applied for my prize on June 29, 2020. And also sent all information and documents you need. I collected my winnings without an alternative bonus.
Best regards
Misha
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4 years ago
Thank you very much Mischa for providing all the necessary information. I will now transfer your complaint to my colleague Juli 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.
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4 years ago
Hello Mischa,
I looked at your complaint and will do my best to help you. I would like to invite Primaplay Casino into this conversation. Can you please specify where is the main problem with player's withdrawal? Thank you in advance for your reply.
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4 years ago
Translation
Hey July
Every time I ask how long I have to wait for my payout, I only get an answer that someone from the cashier team will contact you. Or I don't get an answer at all.
Best regards
Misha
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4 years ago
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’ which may affect its rating.
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4 years ago
Unfortunately, we haven’t received any response from the casino regarding the issue, so 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.
