Prive Casino - Player's account has been closed without refund.

Do not play here ..... I deposited 200 euro they try to force you to take bonus I declined so they just took money I asked for a refund jimmy the live chat person got tick because I screenshot her answers and sent them back to her proving he was wrong within seconds I was blocked but no refund

Dear Cabra54,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Prive Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly your account was blocked? 
• Could you please explain whether you started playing in the casino and played down part of the deposit?
• Could you please explain in more detail what you mean by 'take money'?
• Could you please share with me your interaction with casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.

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

Best regards,

Tomas

Thanks for your patience.

I went over the communication you provided.

It seems the casino indeed confiscates deposits along with bonuses once the bonus has been canceled according to the explanation of the live chat representative.

• Do I understand correctly you deposited 2x 100€ in short succession and only 100€ was refunded to your Neteller?
• Has the casino followed up with you regarding the refund of the deposited funds since your last post?
• When was the last time you heard from the casino?

Nothing was refunded

Just an update I emailed them a few times not 1 reply now they have blocked me from even contacting them

Dear Richard,

I hope this message finds you well.

Allow me to clarify the situation, as I believe you have already received some information on the matter.

First and foremost, please note that you are not obligated to take a bonus. During the deposit process, you are given the option to either select a deposit bonus or choose "I don't want a bonus."

In your case, you initially made a deposit with a bonus and later chose to cancel it. You were presented with a pop-up warning message stating that this action could not be undone. Afterward, you reached out via chat, and our representative informed you that as a one-time exception, the deposit could be re-added. However, you were clearly informed that this would not be possible in the future, which you acknowledged.

You then made a new deposit, again selecting the deposit bonus despite being instructed on how to avoid it. Afterward, you contacted us again via chat requesting that the amount be re-added, despite knowing that this is not something we are able to do.

Additionally, please be assured that you are not banned from accessing our casino. However, based on the screenshot you provided, it appears that you are attempting to access the incorrect URL.

Thank you for your understanding. Should you have any further questions, please don't hesitate to reach out.

Kind regards,

Pierre

As I showed you on a screenshot there is no way of declining bonus on your site with phone access... I have also tried to live chat you and emails which I got no response il screenshot them also so you can't make me out to be a lier again I still haven't received my money back I don't care how I get it but you don't take money for free... And I'm not the only person you have done this to so I will keep this going till I get it back

Dear Cabra54

When accessing the casino from mobile, I found this option.

The website seems to be accessible from https://prive.casino/

Are you able to access your account and share a screenshot of your current balance?

Thanks in advance for your reply.

Seen as you called me a lier again you don't give an option as I said I kept all the screenshots

I won't give up till you return the money you robbed

Quick update still no response to emails... What I can't understand is they just take your money is that not robbery in plain sight ...

I am sorry you feel this way.

Could you please explain whether you started wagering on the bonus you received with the first deposit you made or decided to cancel it immediately?

Could you please explain what is currently your balance in the casino?

Could you please explain how much of your real money balance was played down if anything?

Please let me know.

I played the first 100 euro deposit with no bonus... The second 100 euro was taken from my account because I declined a bonus as you can see above there is no option to decline there bonus with neteller deposit so when I did decline it they took my deposit and said there is nothing they can do so I gave them 100 euro for nothing

Thank you very much, Cabra54, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Cabra54,

I'm Kubo, and I will be handling your complaint from now on. If there have been any new updates regarding this case since the last information provided, please feel free to let me know.

Regarding your claim about not being given the option to deposit without a bonus, I have found that this option is available only before selecting a payment method for the deposit. I understand that this may not be the most intuitive process, and it could have been easily overlooked. If you choose the option "I don't want a bonus" at that stage, the bonus will not appear in the following steps, and it will not be applied to your deposit.

I would like to invite the Prive Casino's representatives to rejoin this discussion and provide any available information to help resolve this issue.

Dear Prive Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the confiscation of the player's deposit? I understand your previous response, but I do not fully understand why the player's deposit should be voided simply because he canceled the bonus.

As per standard practice in online casinos, when a player requests to cancel a bonus, the bonus portion is typically removed, but the player's real money deposit should remain intact. As it stands, the player's funds have been kept simply because he chose not to use the bonus. Therefore, I believe that the player's deposit should be returned.

Thank you in advance for your response!

Best Regards,

Kubo

Hello Kubo,

I hope you're doing well.

Please be aware that our casino offers sticky bonuses, meaning the deposit amount is tied to the bonus, and both are included within the bonus balance.

The user in question made an initial deposit with a bonus and later contacted us via chat, stating that they did not want the deposit bonus and had canceled it. We informed them that, as this was their first time making such a request, we could re-add the deposit amount for them. However, we clarified that if this situation were to occur again, we would not be able to re-add the deposit amount.

In the screenshot above you can see the chat agent informed the player everything, about our sticky bonus system, what happens when you cancel the bonus and that as it was the first time we will be able to re-add the deposit and that if it happens again we cannot assist. Time stamp was shown for reference.

And in the screenshot above you can see that approximately 10 minutes later the player again canceled a bonus and as we initially informed him, we were not able to re-add the amount.

Kind Regards,

Pierre

Ok so why was the money not returned to my neteller account you took 100 euro for no reason who gets the 100 euro

I'm not the only person you have done this to where is all the money you take do you keep it so it's just thanks free money

Dear Cabra54,

Could you please confirm whether you placed any bets after making the second deposit?

I placed no bets on second deposit

They don't even have an answer to why they take your money this site should be blacklisted and closed asap

Dear Cabra54,

Thank you for your confirmation.

Dear Prive Casino,

I appreciate your clarification. While I understand that you offer sticky bonuses and how they operate, I am somewhat concerned about the withholding of the player’s deposit due to bonus play that the player was not even engaged in.

While the option to deposit without using the bonus is visible, it could be easily overlooked, suggesting an opportunity for improvement in the user experience. If the player has not placed any bets using an active bonus, I believe that the deposit should either be returned to the player’s account or refunded via the original payment method.

In the spirit of fair play and a pro-player approach, I kindly ask you to consider refunding the player’s deposit.

Thank you in advance for your attention to this matter.

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.