The player from Alabama had trouble withdrawing winnings of over $1,200 because the casino claimed her bet exceeded the allowed amount. However, she insisted her bet was within the limit. After she suggested deducting the winnings from that game and paying the difference, the casino shut down the chat and stopped responding to emails. The player decided to file a complaint, but we were unable to proceed without supporting evidence from her. Consequently, the complaint was rejected due to lack of evidence.
PrimaPlay Casino - Player's winnings were confiscated.
Amount: $1,200
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
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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7 months ago
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.
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6 months ago
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
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6 months ago
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
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6 months ago
Thank you for your reply, Sha000. Do I understand correctly that you are no longer interested in pursuing this complaint?
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6 months ago
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
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6 months ago
Well, unfortunately without supporting evidence we aren't able to proceed with this complaint. If you decide to continue, feel free to request a reopen, but keep in mind you need to provide the required information first.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
