Prime Casino - Player's struggling to withdraw his winnings.

I'm trying to contact support for the last 24 hours and they don't answer. I also joined the casino because of your recommendation. 

Username: a****a

email: x******@hotmail.com

I have about 11000 Euro to be withdrawn, they don't verify the account nor answer my emails or support chat.

Dear andreahmed,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

You can close the case, I already lost all that money by not waiting. Till now they didn't answer to my emails nor chat is working.

I mean I played with the amount and lost all of them

I still want to play at that casino, but they don't answer, and I sent all the documents that are required. ID, Proof of Address, Debt Card information. They don't answer at all since 3 days.

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.

Please let me know if you still need to verify your account due to a different withdrawal request or if you need any further assistance, otherwise, I'll proceed to close the complaint.

I'll await your reply.

Dear andreahmed,

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.

Hi There,

We are sorry for the delay and that you had no response within a reasonable timeframe.

I checked the account and see the documents are now verified and when you are ready to withdraw again, you should now be able to, should we need anything else in the future, we will contact you.

Thanks for your patience

Thanks for the reply to the casino representative.

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.