PrimaPlay Support and Complaints Thread

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Last post made 21 days ago by Berks
TeamPrimaPlay

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  • Sydney wrote:

    Dear cambaby2,

    You're welcome. Thanks for the feedback! smiley

    All the best! Stay safe! angel

    Thought I'd let you know I've sent in my dovumentation and I am ready to depositas soon as im verified! Thank  you again!

  • Hello cambaby2,

    You're welcome! Thanks for the update! smiley

  • Sydney wrote:

    Hello cambaby2,

    You're welcome! Thanks for the update! smiley

    Hi Sydney smiley

    I have sent in my documents and i've made my deposit yet each time I attempt the cash out its back in my account. I was told I needed to make the deposit and then after send in my documents, immediately after I had already sent them in, can you look into this? $35 in bitcoin actually cost me $60, so I don't wish to take a loss at this time. Thank you!

  • Hello Djcentigor,

    We've asked PrimaPlay Casino Representative to check what's going on with your withdrawal. Please keep an eye on this thread for the updates.

    Rated:

    4/ 5

  • Sydney wrote:

    Hello Djcentigor,

    We've asked PrimaPlay Casino Representative to check what's going on with your withdrawal. Please keep an eye on this thread for the updates.

    In case you missed the post above, please look into my details, Thank you Sydney!

  • Hello cambaby2,

    No worries, I've asked the Casino Representative to have a look into your case as well. smiley

  • Hi Cambaby2,

    I have asked the verification team to check the documents you sent ASAP and they will get back to you once this has been done.

    There is a slight delay to this process at the moment due to our staff working remotely and also staff absences due to illness etc.

    Kindest regards,
    Team PrimaPlay

  • TeamPrimaPlay wrote:

    Hi Cambaby2,

    I have asked the verification team to check the documents you sent ASAP and they will get back to you once this has been done.

    There is a slight delay to this process at the moment due to our staff working remotely and also staff absences due to illness etc.

    Kindest regards,
    Team PrimaPlay

    Totally understand! Rachel has already emailed, I have proceeded with the cashout- thank you so so so very much! I never cash out, ever,lol, but if there was a time to, this is it- so thank you very much!

  • TeamPrimaPlay wrote:

    Hi Cambaby2,

    I have asked the verification team to check the documents you sent ASAP and they will get back to you once this has been done.

    There is a slight delay to this process at the moment due to our staff working remotely and also staff absences due to illness etc.

    Kindest regards,
    Team PrimaPlay

    Hi, could you explain why I only received $83.52 in bitcoin when I cashed out $139.98 and the price was just about the same? Seriously, Half that is my own cash, I am really hoping this was a mistake.... I'm pretty upset about this. Thank you.

     

    I had over $200 left in the account, should have been able to cash out the $105 plus my deposit- thats what i was told...

     

    Wow, I was in chat and I was just closed out by support aftger only asking the same question, then I was told "We are not sending you $139"

     

    Ok, seriously, this has been a shit experience trying to cash out, I REALLY don't want it to end this way.

     

    I had over $200 left,k I have screen shots, when I made the withdraw there was over $95 left.. after attempting it so many times, finally only my withdraw was left- the chip should have been subtracted  from that, otherwise to say $105 is the max is a false statement. I can understand if I only had that, but I had over $200 in there.

    Honestly, I really suggest your team not close out on us like that, terribly rude and unprofessional. 

    Please reply, Thank you for your help.

    Carrie

  • Hello cambaby2,

    We've asked the Casino Representative to check what happened and asked him to reply in this thread. Please keep an eye on this thread for the updates.

  • This email is from Rachel

    Hi Carrie,

    Thank you very much for your patience into this.

    Your account has been now verified and you can proceed with a withdrawal request. Also, please remember that maximum cash out on the free chip you claimed is $105 plus your deposit of $34.98.

    Please let us know if you need any help.

    Kind Regards
    CSR Rachel
    PrimaPlay Support

    -------------------------------

    .... Nothing said the free chip will be deducted from that $105

    This is the email I just received

    ---------------------------

    Hi Carrie

    Thanks for your email

    The max cash out of the welcome free chip was 100$, and winnings from free chips incur a withdrawal fee, which explains why you received 83$.

    Should you need anything else please let us know.

    Kind Regards
    CSR Remy
    PrimaPlay Support

    --------------------------------------

    Even if this were the case, the amount is completely wrong, the chips would have been deducted from the amount won...  This is not what what was said... 

  • hi @Cambaby2,

    Firstly, congratulations at winning for free at PrimaPlay.

    In regards to your withdrawal, the maximum you can withdraw from this bonus is $105 minus the bonus which is non cashable/sticky meaning that your withdrawal was processed for the remaining funds from this bonus plus your verification deposit, this is the amount you received via BTC.

    The $96 you left in your account when you made the withdrawal were winnings made from the free chip, these were also removed as you had made the maximum withdrawal allowed with funds gained from the free chip, you would have been unable to cash out anymore winnings from the funds you left in your balance and this is why they were removed as by withdrawing the funds the bonus is classed as finishing the bonus.

    Once again congratulations on wining for free and your subsequent cash out.

    Stay safe,
    Team PrimaPlay.

  • TeamPrimaPlay wrote:

    hi @Cambaby2,

    Firstly, congratulations at winning for free at PrimaPlay.

    In regards to your withdrawal, the maximum you can withdraw from this bonus is $105 minus the bonus which is non cashable/sticky meaning that your withdrawal was processed for the remaining funds from this bonus plus your verification deposit, this is the amount you received via BTC.

    The $96 you left in your account when you made the withdrawal were winnings made from the free chip, these were also removed as you had made the maximum withdrawal allowed with funds gained from the free chip, you would have been unable to cash out anymore winnings from the funds you left in your balance and this is why they were removed as by withdrawing the funds the bonus is classed as finishing the bonus.

    Once again congratulations on wining for free and your subsequent cash out.

    Stay safe,
    Team PrimaPlay.

    When you say the maximum to withdrawal is $105 + my deposit, that is saying I am going to recieve $105 + my deposit- as it says it is free to withdrawal to Bitcoin. 

    Between you and me, you know this is bs, right? I wouldn't have bothered, it basically cost me to do this, right now when the world is eff'd up and no one is working- the only reason I went out of my way for this- I had to pay $60 to deposit $35, I had to drive the next town over to print the forms copies and when they were closed I had to buy ink. When you say $105 is withdrawable that insinuates that is the portion that comes to me. You need to do whats right and pay me the full amount. I anticipated no problem - this thread is false security LCB, by allowing this thread, it says that you support this casino and simply by the way they ditch and close chat and talk to customers so rudely, why would you support them? If thats the case, then you don't mind making up the difference? 

    Seriously peeved right now. I have done nothing but be respectful to only be treated like this. So not cool. 

  • Hello cambaby2,

    This thread, as well as all other direct casino support threads on our forum exist so the Casino Representatives can assist our members with their inquiries directly. When a certain casino has a direct support topic on our forum, it doesn't mean that we support that particular casino. You'll notice that there are many casinos here which haven't been supported by us and some of them have even ended up on our Warning list. 

    We are always impartial and in this particular case, we can only go by the casino's T&C's. 

  • Hi, Primaplay won't process my withdrawal request. My account was verified yesterday at 4:30 AM PST, and, for absolutely no reason, the withdrawal was not authorized until this morning at 5:20AM PST and is still pending. I had initiated the withdrawal the day before yesterday so I could understand why it wasn't processed until the account was verified yesterday - after that, it should have been processed yesterday after 4:30 AM. If I had read what happened to LCB forum member Purple Diamond prior to depositing, I would not have deposited, so I have only myself to blame if my withdrawal is not processed. Primaplay advertises same day payouts, but this is clearly not the case.

    withdrawal_request

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