PrimaPlay Casino - Player's winnings were confiscated.

I won over 1,200 and requested a withdrawal. They came back and said I played a game 777 and my bet exceeded 5.00 said it was 15.00.. that is incorrect. My bet was 2.00 per spin. Then you can hold a card for a certain amount of money but I didn't realize that would affect my original 2.00 bet. So they denied my withdrawal. I asked them to just subtract the winnings from that game and pay the difference. It was around 300 on that game. After I asked them to do that they shut down chat. And will not respond to my emails.

Dear Sha000,

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:

Your wagers must be $5 or less if the bonus claimed is 100% or more of your deposit value, or if redeemed prior to your first purchase. Customer services cannot override this restriction.

Our position is closely explained in Fair Gambling Codex:

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 relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

That's fine.. I never raised my bet above 2.00 but with me holding cards they say I was betting 15.00 I'm over it. I had them shut my account down

Thank you for your reply, Sha000. Do I understand correctly that you are no longer interested in pursuing this complaint?

Go ahead and file the complaint. I never raised my original bet over 2.00 holding a card cost more but the original bet was never changed from 2.00