PrimaPlay Casino - Player's winnings have been confiscated.

This casino is a scam, I deposited $40 in bitcoin they gave me a bonus I played for nearly 3 hours, won a jackpot of $1000 continue to play and got my account up to $1800 requested a $1500 payout and continue playing the other 300 then got an email from them that they rejected my withdrawal request and got an email that said that I bet over their five dollar limit which was part of the bonus terms and conditions I explain to them that the money was taken out of my account well before I play the higher bet amounts and they continue to argue with me. They are a scam! The system even shows that they approve the withdrawal, and I still don’t have the money in my bitcoin, wallet that I provided for them.

Dear jbtech6969,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"have a maximum bet of 20% of the deposited amount or $10 if lower"

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear jbtech6969,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.