PrimaPlay Support and Complaints Thread

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Last post made 21 days ago by Berks
TeamPrimaPlay

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  • Hi @jasonlogrande,
    Sorry for the delay in replying I've been away from the business for a couple of days. Firstly, congratulations on your win money I can see that you have recently logged in to your account and provided us with your relevant crypto wallet information.
    If you can go into your account and request this withdrawal (the withdrawal you requested on 22nd expired as we had no wallet info) I will ask the finance team to keep an eye out for it and get it processes ASAP.
    If in the meantime you have further question please do not hesitate to get in touch.
    Kindest regards,
    Team PrimaPlay

  • This casino has left I bad taste in my mouth. I requested a withdrawal via skrill but it is not allowed in my country. That is fine. So Rachel, the horrible customer support agent, informs me that my only options are bank wire and check. I let Rachel know that my bank, Chime, does not accept either of those options and I inquire about Bitcoin. She said she will speak with someone and see if that is an option. I sent in my verification documents and after sending them in Rachel tells me that she looked into my card and my bank does accept wire transfers and checks. I told Rachel that I do NOT have a checking or Savings account with the card she is referring to and she continues to say Bank Wire and Check are my only options after I have repeatedly explained to her that my bank does not accept either of those. So I asked for ALL of my deposits to be refunded and she continues to tell me to choose Bank Wire or Check for withdrawal. At this point I am extremely frustrated because I already told Rachel my bank doesn't accept them. So I told her they can either make an exception and allow my withdrawal via bitcoin or return my deposits and if I do not receive my winnings of $3,000 or get my deposits returned, I will be reporting those transactions as fraud to my credit card company. So after that they closed my account. Worse experience I have ever experienced on any online casino. Rachel kept saying that Bank Wire and Check is the ONLY option if a credit card was used to deposit, but I read the Terms & Conditions several times and nowhere in there does it say that. She says that it says it in the cashier section of the casino, but if it does NOT say that in the Terms & Conditions and Terms & Conditions prevails over anything else. Im very angry and upset with this casino and how I have been treated.

  • Hi @Kajaylynn99,
    Thank you for your feedback and I'm sorry to read that you have not enjoyed your recent experience at PrimaPlay.

    As part of our anti money laundering procedures players are paid out via methods similar to that which there deposits are made, particularly for large withdrawals.

    As you have deposited solely via a Credit Card the options available to you on this occasion are via Bank Transfer or Check, we have never had problems before with players from the US accepting either of these methods of payment.

    Your account was closed as you threatened, on multiple occasions, to charge back your deposits, when a player does this it is standard procedure to close the players account and pass this over to our fraud and security department.

    I have checked your chats that you had with Rachel and she was polite and courteous in all her replies to you and provided you with the relevant information. Just because this information is not to your liking that does not make her horrible.

    Also in reference to your latest email "It must be because I'm black because I am sure you will not treat white patrons this way." Neither myself nor any of our Customer Support team would be aware of the race, creed, religion or sexual preference of a player. We are a casino that accepts players from all over the world and all that we ask is that players adhere to our terms and conditions.

    I can inform you that we will be refunding your deposits back to your card.

    Just for clarification, we were more than happy to send you money that you had won and we could of at least attempted to see if withdrawals via the suggested payment methods worked, but instead you chose to threaten charge backs without allowing us to see if these methods, which again have been used by many players previously, would have actually worked.

    Regards,
    Team PrimaPlay

  • Lies I have the email transcripts and no you were not willing to send my payment method via another option until I made this complaint. I sent my identification card that clearly is a picture of me which everyone is able to see because Rachel is the one who replied to my email in the first place so stop your lies. I will upload all emails and chat transcripts.

  • Hi @Kajaylynn99,
    At no point did I suggest we were going to send the payments via another method, I was saying you did not allow us to attempt to send the payments to the methods we suggested. I believe Chime lets you get your Wages to be paid into a Chime account, this is a bank transfer and would be the same thing that we would have done.

    In regards to your Documents, any verification documents are dealt with by our verification/cashier team, they then store the documents on a separate secure server which only they have access to, they then let the support team know the outcome of the verification process and the customer support team will correspond with the relevant player the outcome of their verification check.

    We also totally and utterly reject the vile accusation you put in writing in another recent email that PrimaPlay and its staff "Y'all hide the fact that y'all hate black people"  we have tried to assist you and help you cash out your winnings and expect our customer support team to be treated with respect instead of having false and slanderous allegations thrown at them while they are performing their job.

    Regards,
    Team PrimaPlay

  • You can quote what I said in my emails until you are blue in the face, but the fact of the matter is you owe me 3,000. I emailed my bank and will be attaching their response. As I said before they do not accept them as you continue to dance around that and think y'all know what you are talking about and clearly have no clue. It's hard to see the first screenshot, but the second screen shot is clear. You will provide my winnings by other means other than bank wire or check because it is not accepted. I will also be inquiring about foreign checks as well since y'all can't seem to believe me.

  • Hi @Kajaylynn99,

    Following on from multiple suggestions of charge backs you made regarding your account it was passed over to our security team. Your account has now been permanently closed and refunds for your recent deposits have been processed. PrimaPlay see this case as now closed and the decisions we have made are final.

    We wish you all the best in your future gambling endeavours.

    Team PrimaPlay

  • You also stated Rachel was polite. She was anything but polite. She left the conversation at 14:39 without even responding. How can you possibly call that polite or even helpful for that matter.

  • This is not over until I receive my winnings.

  • Hiya... Woo that was a doozer up above eek,lol... I signed up using the LCB bonus and I made playthrough- yay! I did try to put a withdraw in, but it is back in my account. Could you let me know what I need to do? Thank you for the bonus, I had a lot of fun :)  The withdraw would actually be extremely helpful with whats going on right now in the world, so I would hate to miss this opportunity. I could not find a chat anywhere , Im just happy I was able to contact you in here :)  My account is cambaby2 - Thank you again!

  • Hello cambaby2,

    We've sent an email to the PrimaPlay Casino Representative and asked him to check what's going on with your withdrawal.

    Please keep an eye on this thread for the updates.

    Rated:

    4/ 5

  • Hello CamBaby2,

    Congratulations on your win! money

    In order to withdraw you need to verify your account, you can download the verification form from here.

    You can view all the information about verifying your account at https://primaplay.eu/terms-conditions/

    If you require to chat to our 24/7 support team you can access live chat from the PrimaPlay website or you can email them at support@primaplay.eu

    If you have any further suggestions please do not hesitate to ask

    Kindest regards,
    Team PrimaPlay

  • TeamPrimaPlay wrote:

    Hello CamBaby2,

    Congratulations on your win! money

    In order to withdraw you need to verify your account, you can download the verification form from here.

    You can view all the information about verifying your account at https://primaplay.eu/terms-conditions/

    If you require to chat to our 24/7 support team you can access live chat from the PrimaPlay website or you can email them at support@primaplay.eu

    If you have any further suggestions please do not hesitate to ask

    Kindest regards,
    Team PrimaPlay

    Thank you so much for the link! I could not find chat, but it wouldn't be the first time i've not seen something staring me in the face,lol. Chat was very helpful, Claire and then Rachel answered all my questions, sometimes before I finished typing out the question ROCKED IT! Have a great day (as much as one can right now) and stay safe!

  • Sydney wrote:

    Hello cambaby2,

    We've sent an email to the PrimaPlay Casino Representative and asked him to check what's going on with your withdrawal.

    Please keep an eye on this thread for the updates.

    Thank you so much for your help, and also for the sign up bonus! Stay Safe  

  • Dear cambaby2,

    You're welcome. Thanks for the feedback! smiley

    All the best! Stay safe! angel

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