Prime Casino - Player is struggling to verify his account.

Prime Casino does not accept my bank statement even though I have already sent it 5 times. The other documents have been approved, I no longer know what to do and how I can withdraw my money. The bonus redemption requirement has been met. I first sent the documents 3 days ago. I'm afraid the casino won't pay me my winnings because of this.

Dear Janne,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying the bank statement seems to be the only obstacle standing between you and your winnings? Have you received any explanation from the casino clarifying what is wrong with this document?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I have not received, the account statement shows the deposit to the casino and the salary I received, with which I can prove where I got my money from.

I cannot withdraw my money if this document is not accepted, Spingenie and Casino & Friends accepted the same document, and these casinos have at least the same owner.

Customer service is no longer responsible.

Thank you for your reply, Janne. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru?

Thank you for your reply, Janne. I apologize, but I am not sure that the message in your email is being translated correctly. Do I understand correctly that you have lost your funds and closed the account at this casino in the meantime?

Yes

Unfortunately, the player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw immediately, but since you have played/lost your winnings, I’m afraid, there is not much we can do for you.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Dear Janne,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player has lost his winnings and then stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.