PrimaPlay Casino - Player's withdrawal gets denied due to bonus restrictions.

"""I deposited with a bonus which required completing X number of rounds and playing only certain games {slots}. After I completed the required rounds and according to the little icon on the casino screen, the money was free of any restriction and ready to be withdrawn. I decided to play some of the restricted games{videopoker} and did so for a while. Later, I requested a w/d, and after I verified my account by submitting all required documents.

I was denied the w/d as, according to their offered excuses,..... " the rules stipulated that the money was still tight up to the bonus restrictions......" I pointed out that when I played restricted games my money had no restrictions and of course, all games were available to me as OPPOSED TO NOT WHEN THE GAMES WERE TIED DOWN TO THE BONUS! I also double-checked their rules and nothing even indicates their wrongful claim.""""

878/5000

Dear Stamatina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you saved, or could you request your game history?
• Have you requested a withdrawal right after completing the bonus wagering or have you continued playing with your entire balance and placed a withdrawal request only later?

I have checked the general bonus terms (here) and this is what I found:

Unless stated otherwise all bonuses are non-redeemable. You can withdraw any profit made by wagering these credits, but the bonus credits themselves will be removed when any subsequent withdrawal is processed.

According to this statement, when a withdrawal request is initiated, all your rewarded bonus funds will be deducted. To clarify, if you were granted a 100% bonus, such as €50, this amount will be subtracted from your total balance upon requesting a withdrawal. The act of submitting a withdrawal request is regarded as fulfilling the bonus wagering requirements. Therefore, if the bonus funds haven't been deducted from your balance after completing the bonus wagering (due to not requesting a withdrawal), the casino interprets your entire gaming session as utilizing bonus funds. It's important to note that the software should have alerted you if certain games are not permitted with bonus funds.

• Did you receive such notifications?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No, I have not saved my game history and after completing the bonus round waging, I continued playing with the entire balance. THE SOFTWARE NEVER ALERTED ME that I was playing excluded games as it did before when my money was still tied and was showing the entire balance available for withdrawal. If their rules actually applied, the restricted games should NOT be available to me!!! But there were no rules about subtracting any bonus amount from my balance, so it was totally available and free of restrictions for me!

Thank you very much, Stamatina, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Stamatina,

I am sorry to hear about your situation, and I apologize for the delayed reply.

From now on, I will assist you in resolving your issue. However, before I invite the casino to this thread, I would like to ask you one more question to clarify the situation.

What exact bonus did you use to accumulate your disputed winnings, and what were the values of your deposit and the deposit bonus claimed?

Feel free to send me a link to the particular bonus offer on the casino website or an email with the offer.

Looking forward to hearing from you.

I deposited $26.00 for bonus code "SEPTEMBER" and cleared $250.00 as a total playthrough. The casino charged $50.00 for the bank transfer fee, so the actual amount I claimed was $200.00. I can still log in to the casino but could not pull the rules of the bonus as it expired as a bonus by October. All I know is that when I played the "forbidden' games my money was cleared and there was no blockage from the casino. That leads me to believe that there was foul play because if I had tried to play those excluded games during my active bonus time the casino WOULD NOT HAVE ALLOWED ME to do so! Thank you for trying to help me

Dear Stamatina,

Unfortunately, I am afraid my question has not been answered completely.

Please note if the casino offers only non-redeemable bonuses, it means that considering the rule stated above, the bonus funds would have been deducted from your winnings upon processing a withdrawal, which could not have been done. So, it seems that at the time you played restricted games, the bonus funds were still part of your balance, so the bonus rules still applied to your winnings, which complicates the situation significantly.

However, it is necessary to review your game history and all the details. So, let's ask the casino for clarification and relevant data.

Dear PrimaPlay Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated?

What were the values of the deposit and the deposit bonus in question? Is there a chance that you could also provide me with the specific bonus terms and conditions for the deposit bonus used? Do I understand correctly that the casino allows players to play restricted games after meeting the wagering requirements and converting the winnings to withdrawable balance? If yes, are players informed about continuing bonus rules applying to these funds until a withdrawal is fully processed? Do players know that they have to request a withdrawal of such funds or that they have to withdraw and deposit them back to continue playing?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? It would be highly appreciated if we could look at the player's game logs.

Feel free to use my email address for a response (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Dear Stamatina,

Just letting you know that I was contacted by a casino representative a few days ago.

Unfortunately, I have got the information the email in our system for the casino representative account was out of date. So the casino was not informed about the complaint until I sent them a reminder manually via email using other available casino contacts. However, I updated it, and I also provided the casino with the details of your disputed casino account. I was told that they would check it and let me know. Or, it is possible they will reply directly in the thread.

Now I am resetting the timer for the casino, and providing them with the standard time for response.

Once I have any news regarding the matter, I will inform you.

Thank you very much for your patience and understanding.

Thank you so much for trying to help me and I really appreciate your efforts to get to the bottom of this. What really saddens me on their behalf is their wishy-washy ways of making rules that interpreting them is almost impossible and work only as THEY SEE FIT!!!!!!!!!!!!

Hi Branislav,

I hope you are well.

I have sent you an email with information about this situation.

Thank you

Dear PrimaPlay Casino team,

Thank you for your response and email with the explanation.

Can you please look at my last email regarding the matter and provide me with the requested information and details?

Good morning Branislav,

I took a look and send you email with requested information and details.

Thank you

Wow, Branislav !!!! with this response pace from the casino, we may reach next decade, before we get their side of the story!!!!!.... they are simply adding question marks to their ratings!!!!!

I am sorry for the delay.

Dear PrimaPlay Casino Team,

Thank you very much for your extensive explanation and the details provided.

Please see my last email and provide me with the requested information.

As was mentioned in the email, in the meantime, I will also discuss it internally with the team.

I sincerely believe that receiving additional information from you and having the outcome of our internal discussion could lead to significant progress.

Thank you all for your patience and understanding.

Hi Branislav,

I did reply to your email.

Thank you

Greetings all,

Dear Stamatina,

Just letting you know there is still ongoing communication between me and the casino outside the thread.

Unfortunately, it looks like we are stuck at the same point without any progress. However, I am waiting for our regular internal meeting, which our management will attend. Although I am still waiting for the casino's response, based on all the gathered information and details, we cannot see any justified reason for confiscation of your disputed winnings despite playing restricted game(s) at some points during your play.

Once I have the final outcome of the meeting regarding the matter, I will inform you about it here as soon as possible. It should not be later than Wednesday evening.

Thank you for your patience and understanding.

Dear PrimaPlay Casino Team,

Thank you for your email. In the meantime, I requested further information and answers to the unanswered questions via email, so I am waiting for your response and the necessary details.

Looking forward to hearing from you.

Hi Branislav,

Thank you, I did send you a reply to your email.

Hello Branislav and thanks for all your efforts... I sincerely appreciate you a lot! I just wait it out with you and hope there will be a just and honest decision on their part

Greetings all,

I am back with hot news from our internal meeting.

The casino was informed about it via email a while ago - it was unanimously concluded that (as was indicated and explained earlier) in this particular case, we cannot see a justified reason to confiscate the player's winnings, and we recommend the casino review the situation and reconsider its decision.

Dear PrimaPlay Casino Team,

Is there a chance that the casino could reconsider its decision, which means to restore the user's disputed winnings and/or let her withdraw those funds deducting the "sticky" bonus amounts, or does the decision remain unchanged?

Looking forward to hearing from you.

Dear Branislav,

I did reply to your email.

Thank you for your email and confirmation, PrimaPlay Casino Team.

Dear Stamatina,

Unfortunately, the casino confirmed that its decision remains unchanged. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

Although we understand the process of "sticky" bonuses, and that their amounts are deducted from players' balances upon processing withdrawals, we consider each case individually. In this case, considering your game history, we do not see a justified reason to confiscate your winnings. Major factors played a role:

• Several questions directed to the casino have not been answered so far
• Unclear Terms and Conditions governing the deposit bonuses and/or Free Spins credited as a part of deposit bonuses or incorrect rules application - in a way we consider unfair and against our Fair Gambling Codex
• Restricted games were played, but this action took place after meeting the bonus wagering requirements; it did not have any impact on the winnings whether the "non-redeemable" bonus amount was there or not; there was no unfair advantage gained by playing in this way, it rather caused the opposite

As your deposit should have been refunded, I will update the disputed amount to $174.

In case of any questions or comments, do not hesitate to contact me at branislav.b@casino.guru. I can amend some details additionally.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

If the casino decides to change its approach and reconsider its decision, it can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru