PrimeBetz Casino - Player's withdrawal is cancelled and withdrawal methods removed.

My account was fully verified with Primebetz (email proof).

I signed up and deposited. They gave me a bonus. I cancelled this and played with my cash.

No withdrawal methods were showing, they told me coinspad should be. I had to deposit 10 euros with skrill to activate skrill as a method. I then withdrew half my balance with skrill.

Two days later they cancelled my withdrawal, retroactively unverified my proof of address (against the law?) and removed all withdrawal methods (evidence attached).

The chat unfortunately has lied to me and the lady who was emailing me 'Ella' has just stopped.

Need some help here. They are also new so good to put this on here to stop other players getting caught if they are yet another scam site.

Hello mattycuster,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PrimeBetz Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may request the same documents multiple times.

Looking forward to your answer.

Regards,

Nick

I think most of this is covered in the OP of the complaint above.

If not, here is a thread I started that breaks it all down.

https://casino.guru/forum/complaints-discussion/primebetz-casino-warning#post-77287

If you send me your email I can send all screenshots of the evidence also.

Btw my name is matt or matthew. Not 'XXX' gotta edit those copy and paste responses.

Hi Mattycuster,

We are waiting for your additional POA. Please would you send that to us as your earliest convenience?

Thank you!

You are well aware you have had two POAS.

The first a posted POA you verified and then retroactively unverified when I requested my full balance and account closed.

I then submitted a second POA, government issued and posted. You rejected this with no explanation.

I do not have copious amounts of POAs to send in to be verified and then unverified.

I only have a pdf of my phone bill left, I suggested this and you ignored me, but you did find time to contact trust pilot and have my review removed.

Currently you are committed theft and have been contacted by my solicitor.

Note, you have also found time to send me copious amount of promo emails despite me being promotion banned.

You also flagged my review for removal on trustpilot once more.

Definitely ethical non scam behaviour...

Dear PrimeBetz Casino,

Can you please clarify what exactly should the player send and in what format in order to be verified?

Hi Nick,

We have requested an alternative POA as the 1st one was rejected and a 2nd one hasn't been uploaded. Mattycuster, if you have issues uploading it you could email it to support@primebetz.com. We requested a government issued posted document. If the document is electronic, please provide the original PDF file.

At no point did you request a government issued proof of address. This is a lie. Please upload evidence where you requested a government issued proof of address?

Firstly, I provided a government issued electricity bill. You approved it and verified my account. When I stated I wanted my account closed and withdrawal processed you unverified my proof of address and requested an alternative proof of address and 30 days skrill transaction (I provided this on my caisgnoguru post, you have since not mentioned this).

I provided a second government issued bill. You rejected it, with no explanation.

I have no other proof of addresses, apart from my mobile bill. You never responded to me stating this.

You also flagged my review on TRUSTPILOT twice and had it removed.

This is the reality.

Hi Mattycuster,

Please upload or email an alternative POA, not older than 3 months, to support@primebetz.com OR the original PDF as downloaded from the website (no alterations) of the utility bill already provided (not a photo).

Please provide us with Skrill proof of ownership and last month's transactions.

You have glossed over the entirety of my last message and provided no evidence of your previous claims....Odd that?

Skrill was already provided on this site and already emailed. See attached below, emailed again.

As per my last post - 'I provided a second government issued bill. You rejected it, with no explanation. (I do not think i have this in pdf as it was posted'

I have no other proof of addresses, apart from my mobile bill. You never responded to me stating this'

You have also missed detailing why I was verified, then unverified when I requested my full balance and account closed?

You have also missed detailing why my second, utility bill was rejected?

I'm sure these two things have just slipped your mind...



Hi Matty,

Thank you for your Skrill pics, I have sent them to the finance department.

It was my understanding that you uploaded the same POA twice, which is why the 2nd one was also rejected.

Please would you upload or email an alternative POA, not older than 3 months, to support@primebetz.com OR the original PDF as downloaded from the website (no alterations) of the utility bill already provided (not a photo).

The utility bill was a posted bill. I do not believe I have the pdf. Perhaps you could explain....Why did you approve the original posted bill? Why did you retroactively unverify it when i requested my full balance and account closed? Why are telling me to send in pdf of the bill if you have already verified and then unverified the posted version?

Looking forward to the above answers so I can share on the post I have created about your site.

The only PDF proof of address is a phone/net bill from three or my AIB bank statement...Are these accepted and will survive being verified and then unverified?

Hi Matty,

As stated before, the POA you uploaded was rejected after further security measures and you didn't forward an alternative POA. We have requested an alternative POA. Please would you upload or email your phone/net bill and your bank statement.

So your third party system, built using AI and antifraud verified my account using my government posted proof of address...However when I requested a full withdrawal and my account closed suddenly someone looked at it and there was an issue so you unverified me?....NOT SUSPECT AT ALL! (This is why I have got solicitors involved).

You have not responded to the skrill documents I sent via email yesterday, I will not be sending anything further until I receive a response regarding these.

Hi Matty,

We responded to your email with your Skrill attachments on Nov 7th. Please would you upload or email your POA

You responded 4 days ago to say it had been sent to the 'responsible' department.

It does not take 4 days to verify it, your terms say 48 hours.

I am yet to receive any update on if it has been verified. I am sending nothing else until this has been verified.

Has my skrill document been verified?

You have also not responded to my solicitors.

Dear PrimeBetz,

Can you please confirm if the player did provide the requested document to you and what is his current verification status?

I provided the skrill documentation 6 days ago.....They have not responded regarding this despite being chased by me twice...

Hi Matty,

Please would you upload the POA so we can proceed? We are waiting for all documents to be sent.

Hi Nick,

The player did send a screenshot of the Skrill transaction he posted above. We are waiting for a POA.

No. Once I recive confirmation my skrill document has been verified I will proceed.

This was uploaded to casinoguru and sent to you six days ago. You told me it would be verified in 48 hours, your site also says the same. You have provided no update on this document.

You have also not responded to my solicitor.

But again, you have found time to flag another one of my reviews on trustpilot

We are unable to proceed without your alternative POA. We requested this awhile ago and have yet to receive it. Please would you upload or email your unaltered phone/net bill and your bank statement within 30 days.

As said previously, I will provide a third proof of address document, following the document you verified and then unverified....ONCE YOU HAVE LOOKED AT THE SKRILL SCREENSHOT.

I was told this would be reviewed in 48 hours. It has not been reviewed. Your website states the same.

I will not be providing any further documents until I have feedback on my skrill screenshot, UNLESS you can provide a good, valid reason why this cannot be checked without a third proof of address?

*FACT CHECK - your third party, paid for, AI system verified my ID and proof of address without requesting a skrill screenshot, proving they are not mutually exclusive.

After 9 days they finally verified my skrill document....My bank statement has now been emailed. I assume this will be rejected....

bank statement uploaded. Skrill has now been put on my account for withdrawals

Dear Matty,

Do I understand it correctly that you were able to request a withdrawal? Is there anything new regarding the verification of the statement?

Hi Matty,

We sincerely apologize for your negative experience.

Please note that we carefully investigated your request and documents provided.

We regret to inform you that we are obliged to close your account and void the balance in order to comply with the T&C, as account was not verified, and appropriate valid proof of address was not provided.

Thank you for your patience in this matter.

If you have further questions, please do not hesitate to reach out.

 

 

Absolutely shocking and disgusting.

all documents were accepted by your third party AI powered software, including my Proof of address. You then retroactively unverified my proof address.

My alternative proof of address was supplied 5 days ago.

I emailed my water pdf 4 days ago via the site upload function. You emailed to say it had been received and never returned if it had been approved or not???

I never lost my deposit so even if you attempt theft of my winnings you cannot steal my deposit. You must return this…

We have currently requested the casino to provide further evidence. Will get back as soon as possible.

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.

Hi Nick,

We sent Nikolas, our casino guru representative, an email last week. Please would you advise if something else is requested?

Thank you!

I appreciate you reopening this. I am even more consumed now as to why it was closed to begin with?

The complaint was reopened as due a technical error my last message was not posted here:

After taking into consideration all the evidence received from the casino, we came to the conclusion that the player provided false evidence in order to verify his casino account. As it is strictly against the casino terms to do any kind of manipulation, the casino had right to void any balance generated by the player and permanently close his account.

Please be sure to always provide relevant documents with correct data otherwise it will be impossible to do anything against the casino's decision.

The complaint will be closed as rejected based on the above stated information.

Best regards,

Nick