PrimaPlay Casino - Player’s withdrawal is delayed due to additional deposit request.

Good afternoon, I registered at this casino and received a bonus. I managed to complete the rollover and ended up with €200 in real balance. I have already withdrawn via Bitcoin, and it's currently pending. I sent an email to support, and they told me I needed to complete KYC verification, which is fine. However, they are now asking me to make my first deposit, which has to be $20, before they will proceed with my withdrawal and payment. My issue is that I really need that money. I can deposit the amount, but I need assurance that I'll be able to withdraw it afterward, because if they keep my money, it would cause me significant difficulties. Can you help me determine if this casino will actually pay me? Thank you for your time.

Dear migasmigas9898,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Do I understand correctly that you played with a free, no-deposit bonus? According to the casino's Terms and Conditions:

Unless stated otherwise you are only permitted to claim one non-deposit bonus before your first purchase of at least $20 or between any subsequent purchases of at least $20. You are not permitted to claim a non-deposit bonus if the last transaction on your account was a withdrawal.

After any non-redeemable bonuses and fees have been deducted you will be eligible to withdraw at least $50 from any non-deposit bonus.

When playing with any free offer redeemed prior to playing your first purchase the maximum cashout is $50. You are only permitted to cashout from one such offer across our group of casinos.

When playing with a free bonus, casinos often request players to make a verification deposit of a certain amount. However, I cannot guarantee that the casino will pay you out. It depends on whether you fulfilled all the necessary requirements of the bonus and abided by the rules. Your gameplay would be investigated after you requested your first withdrawal, and your winnings would be capped at the maximum possible winnings as well. Additionally, if you played with a free bonus and cashed out from another casino belonging to this group, you would not be paid according to the Terms and Conditions.

Please make sure you have followed all the rules and requirements stated in the Terms and Conditions before making a deposit. This way, you can avoid any potential issues and increase the likelihood of your withdrawal being approved. 

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

Best regards

Veronika

Dear migasmigas9898,

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.