Primebetcasino - Player believes that their withdrawal has been delayed.

I made all of the necessary deposits through bitcoin to pay the transfer fee and upgrade my membership status and they have just gave me the run around. And the past 3 days ive gotten no response at all. So im a little irritated considering that i dont usually play and i did all the necessary research before commiting to this platform.

Dear turner060323,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you so much.

Dear turner060323,

Have you received your withdrawal from the casino yet?

No i have not.

Thank you for your reply, turner060323. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

No I have not made any successful withdrawals from that site how do I confirm that my kyc verification has been completed and lastly, no they were no active bonuses. The first one was but I've made an attempt to make two other withdrawals that are pending payments. So there's three payments that are pending and then there is one pending review payment

About Melissa a. I have it was the first one I had to make a $58 payment for account verification. I did that as well as the $20 × 3 Bitcoin payment to for the transfer fees and then I paid $50 bitcoin payment to upgrade my status to gold to have my withdrawals processed faster as they told me to do so in an email. I have all the emails. The $20 that I paid for transfer fees. I paid that three times because the codes that they gave me for the Bitcoin were not correct. Joe, less than $20 it went in and then I calculated it myself the third time finally and it ended up coming out to $20.02. joe, they told me that that was fine so that was $60 in total that I paid. Actually it would have been right around $70 because they charged the fee for the Bitcoin. So I've done nothing but put money in this as they've told me to do to get my withdrawal and they still have not responded by email or by chatting on the site or anything. After after I made the $50 Bitcoin transfer to upgrade my status to gold level, they have not responded since

Could you please advise us on the current status of your withdrawal request? Is it still marked as pending?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

These are the payment status as of 12:18am Saturday August 3,2024i will email all communication between us 2 parties

Thank you very much, turner060323, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi turner060323,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear PrimeBetz Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify when the player can expect the withdrawal requests to be finally processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Kristina, thank you so much for all your help.

Natalia, thank you for joining in on my case and helping out

Dear turner060323, can you please specify the link to the casino PrimeBet? Have you registered on https://www.theprimebet.com/ or https://www.primebetcasino.com/?

Www.primebetcasino.com

Thank you, turner060323. My apologies for the small delay, unfortunately, I contacted the wrong casino earlier, but will now try to get in touch with anyone at Primebetcasino.

Dear Primebetcasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify when the player can expect the withdrawal requests to be finally processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

No apologies necessary Natalia. I want to thank you again for helping out with the situation

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 turner060323,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia