Prive Casino - Player’s account is closed and winnings are confiscated.

Hello Guru Team,

I’m writing to report an issue with an online casino that has treated me unfairly. I recently made my first deposit and played using the deposit bonus, exclusively on eligible slot games and within the correct bet sizes. My account was never verified as the casino does not have a verification section at casino to upload documents, nor did they request any documents from me.

After completing the bonus requirements, I initiated a withdrawal of my winnings on 17/10/24. However, today I received the following email from the casino:

"Dear Alla,

Hope this email finds you well.

Upon reviewing your account, I've noticed that you breached our terms and conditions and, unfortunately, we cannot provide you with future service.

Additionally, I've taken the initiative to permanently ban your account and blacklist your email address to prevent any further discrepancies.

Furthermore, your phone number has been removed from our system, ensuring that you will no longer receive promotional SMS messages. To unsubscribe from promotional emails, please use the unsubscribe button located at the bottom of the promotional email.

We are sorry for this situation and wish you all the best in the future.

Best regards,

Tom"

 They have seized my winnings, including my initial deposit, without any clear explanation or proof of how I breached their terms.

 Please help me understand what’s happening and how I can resolve this.

 Thank you for your assistance.

 Best regards,

 Alla

Hello allaskaya1968,

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

• Have you ever been self-excluded in any online casinos?
• Did they mention anything regarding the refund of your deposited funds?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick