PrimaPlay Casino - Player's winnings have been confiscated.

I played on a bonus. After I met the criteria of the bonus. I was playing with the money I had won. I did make a deposit but for some reason it was later rejected. Not even sure why I tried to contact customer support and they stated I could only use MasterCard not Visa. That is a lie because on their website on the card withdrawal or deposit it says Mastercard or VISA in the logos right there. Anyway when I was playing on my winnings I won they were supposed to cash me out for $500 it was already in for review and then they took it and gave me a zero balance.

Dear Bstrong1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PrimaPlay Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain if you completed account verification in the casino, or if you submitted any documents required for verification?
• Did you contact casino support or did you receive any explanation from the casino about the confiscation of your winnings?
• If there is any correspondence between you and the casino, kindly send it to me at tomas@casino.guru

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,

Tomas

Dear Bstrong1,

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.