PrimaPlay Support and Complaints Thread

Last post made 6 days ago by tough_nut

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  • Hello yes i would like for you guys to contact them they just declined my withdrawal attempt a third time. My user name is fabianhernandez. My deposit was clean with no bonus attached. My account is verified and my last withdrawal of $700 was this month on the 5th via BTC and now they just keep declining it. I will send pictures of the most recent decline and from when they paid me out on the 5th

  • Hello fabianhernandez

    Thank you for providing us with your casino username, we'll contact the casino on your behalf and try to assist you with your issue. Please keep an eye on this thread for any updates. 

  • Hello @fabianhernandez,

    Thank you for getting touch.

    In regards to your withdrawal, due to financial regulations we are required to monitor deposits via a Credit Card against withdrawals via Crypto as we are not a Crypto Exchange. The first withdrawal you received in this instance was as a GOGW.

    It does state in our terms and conditions that "PrimaPlay reserves the right to make final decision on the transaction methods available to you for deposits and withdrawals."

    We are not holding a payment from you. We have stated that if you select the Check or Wire option we will process the withdrawal, if you had selected one of these payments initially you would have had your withdrawal by now.

    If you wish to withdraw via BTC in the future then you would need to deposit via this method also.

    Please request your withdrawal via Check or Wire and I will speak to the cashier team to process this withdrawal for you ASAP.

    Team PrimaPlay

  • Hi @fabianhernandez,

    I can see that you have requested the withdrawal via Wire and the cashier team have approved the pay out. Please let me know if you require any further assistance.

    Congratulations on your win at PrimaPlay 

    Kindest regards,
    Team PrimaPlay

  • Thank you i still have not received it as of yet but it's Saturday now so maybe on Monday. I will let you know if there is any problem.

  • Hello fabianhernandez,

    Could you please update us if your issue has been resolved and if you got your winnings? 

  • I need to withdrawl my money I made a verification deposit and sent in all the documents. I don't think it's fair that I have to wait to withdrawl the only money I have. Username trixied16

  • Hello Andrea Dobson,

    Thank you for providing your casino username, we'll contact the casino on your behalf and inquire about your withdrawal. Please keep an eye on this thread for any updates. 

  • Hello Andrea Dobson,

    Do you have any updates regarding your withdrawal? The Casino was not responsive to us thus far, we'll send them a reminder email in hopes that they'll get back to us. We'll update you on this thread as soon as we hear back from them. 


  • Hello Andrea Dobson,

    Please note that we've sent another reminder email since we didn't get any response so far. We'll update you on this thread with any news. Please let us know if you managed to get in contact with them on your side. 

  • good afternoon respected administration of the forum I have problems with the casino Primaplay  I registered in this casino through your forum and received a bonus for registration I successfully played it after fulfilling all the conditions they sent me a letter of congratulations and asked to send documents for verification I sent all documents and waited for the withdrawal of money​​​​​​​ Today I received an email that my withdrawal has been cancelled.​​​​​​​ and that my country is only eligible for bonuses after making a deposit

    question to the casino representative why did the bonus activate then there should have been an inscription that it is forbidden for me ,I am considering it as cheating and fraud by the casino The casino does this on purpose to mislead players.

    please invite a casino representative to resolve the issue

    mail casino pans***

    user name bers****





  • Hello @biter44,

    Thank you for getting in touch with us here at

    By creating an account at PrimaPlay you accept the casinos terms and conditions. In the casino terms and conditions it states...

    "Players from the following countries must make a cash purchase before redeeming any non-deposit bonuses: Albania, Armenia, Azerbaijan, Bangladesh, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Djibouti, Hungary, India, Indonesia, Iran, Iraq, Kazakhstan, Latvia, Lithuania, Malaysia, Moldova, Montenegro, Myanmar, Pakistan, Philippines, Poland, Romania, Russia, Russian Federation, Serbia, Slovakia, Slovenia, Thailand, Turkey, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Zimbabwe."

    As you are a Belarusian player you are more than welcome to create an account with us and use Free Chip codes after making an initial deposit. We advise all players to read and understand the casino terms and conditions prior to signing up with the casino.

    Kindest regards,
    Team PrimaPlay

  • Hello biter44,

    Thanks for reaching out. Hope that Casino Rep clarified this issue for you. If everything is fine, we will consider this case as Resolved. 

  • respected casino representative why then the code worked when i entered it

    the code should not have worked if I did not make a deposit, as you write here why did it work? you deliberately mislead the players,when entering the code, it should have been written that this code can only be used after making a deposit this was not written,I spent my time wagering this bonus and I hope you will go to the meeting and cash out this bonus

  • Hi  biter44,

    Casino Rep is up to date, but we will notify him about your concerns. Please keep us posted.

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