PrimaPlay Casino - Player's winnings confiscated for alleged rule breach.

I have been playing at this casino for quite some time and throughout my whole history you will find that I have NEVER bet more than $2.00 per spin. I recently won approximately $500…requested a payout of $400 but this casino is trying to say I placed ONE bet that was $20.00 and the maximum bet for the bonus I redeemed was $5 therefore I am unable to receive my winnings because I broke a rule. Like I said..I have NEVER bet more than $2 per spins. So I went back in to my play history and not only could I not find the bet I couldn’t find any history for the game they specified (Dorogans Gems). I know for a fact I never bumped my bet up 6 times to $20.00 and the fact that I couldn’t see my game history makes this sound extremely fishy. When I asked them to send me proof they didn’t respond until 4 days later and they sent me a screen shot of a one line chart that was supposedly proof of my bet. Again…looks and sounds very fishy. I asked for a complete play history for the two days that I played 8/2/2023 and 8/3:2023 they just sent another screen shot of what looks like a spreadsheet entry. I have attached a copy of what they sent. I’m sorry I do not believe them,…especially since my play history will most definitely prove that I never place bets that high. I feel so disrespected and hurt that they could do something like this. I have been a loyal customer of this casino that I felt I completely trusted as they’ve paid me in the past when I won. I felt I had finally found my place in the online gambling world (been screwed out of winnings many many times 😑 ). I’m not sure if there is anything casino.guru can do for me but i at least wanted my story shared so that others can beware. I can send proof of this incident as I have saved the email conversations I had with them. Let me know how I should send them and I’ll do so right away. Thank you, Christine G****

Hello cgeno2157,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PrimaPlay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Could you please forward the exact same thing the casino sent you regarding your betting to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about? Did they refund your last deposit?

Looking forward to your answer.

Regards,

Nick

I have emailed you the answers and copies of emails showing the conversations that took place.

Thank you so very much.

Hello cgeno2157 and thank you for the provided information. As you might know placing bets over the maximum allowed limit while playing with a bonus is strictly forbidden and may lead to balance confiscation. However, in your case, where the casino claims that you did 1 single bet of $20, which was not even a winning bet, the casino should reconsider their decision as you basically did not receive any advantage by making this bet. Your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you cgeno2157 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PrimaPlay Casino for their help in resolving this complaint. We would like to ask you to provide the betting history in question to show us how the player has broken the rules.

Thank you!

We would like to ask the 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 negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of cgeno2157. As it turns out the email in our system for the casino representative account was out of date. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hi Peter,

Thank you for bringing this case to my attention. I have sent you an email.

Thank you

Thank you for providing the evidence PrimaPlay Casino Team. I have responded and I'm looking forward to hearing from you!

Dear cgeno2157, we are currently discussing your case. I will let you know about any further developments.

Thank you in advance for your patience!

Thank you, Peter. I did reply to your email.

Thank you

Dear cgeno2157, I have sent an email to the casino but am yet to receive a response. From the evidence the casino provided it seems that you have indeed violated the max bet rule once but as per our Fair Gambling Codex, we strongly advocate for individual judgment in cases where doubt exists. If you have unintentionally breached the maximum bet rule, we encourage the casino to reassess the situation.

We will give the casino the chance to respond but if we cannot come to an agreement I shall close this complaint as 'unresolved'. I understand this isn't a satisfactory solution to your issue and I am sorry I could not be of more help on this occasion.

Hi Peter,

Thank you, I have replied to your email.

Thank you.

Thank you very much Peter. I was very suspicious of the form they sent to me as their "proof". If anyone took the time to review my whole account they would clearly see that my history shows I have NEVER placed a bet over the amount of maybe $2 or $3. It's simply something that I would never do. So when they claimed I made a bet for $20 I knew that this must have been a mistake. So to confiscate my winnings seems incredibly unfair, especially since my win was before this supposed bet and i did not win from that bet at all, in fact it was a losing bet. I do appreciate everyone involved in reviewing my complaint.

Dear cgeno2157,

After consulting this case with the casino's representative, unfortunately, we couldn't come to an agreement. 

From the casino's perspective, you breached a rule, and technically they have a right to void your winnings. From our perspective, we believe that you breached the maximum bet rule unintentionally and didn't gain an unfair advantage. The best practice is to enforce such conditions by the software, so the player is not allowed to breach it by the system, although we understand it is not standard nowadays, we believe that every similar case should at least be evaluated individually. 

When judging situations like this, where we believe that the max bet rule was breached unintentionally, and the player didn't get any advantage (https://casino.guru/fair-gambling-codex-for-casinos#max-bets), we always recommend the casinos pay the player. However, we understand that some casinos are very strict with their decision. Concluding all the information above, I am forced to close this case as unresolved. 'AGAINST FAIR GAMBLING CODEX'. 

I am sorry I could not be of more help on this occasion, I would normally recommend you try it out with the licensing authority, but I am convinced that they would be on the casino's side since they behaved according to their T&Cs. However, the complaint will be visible as a warning that this casino is unwilling to make any compromises.

Kind regards,

Peter