PrimaPlay Casino - Die Bonusgewinne des Spielers wurden storniert.

Hi there,

I received a promotional email and made a payout of €228.90. Now the money has been withheld and I see nothing of it. The casino relies on the terms. I'm wondering why I got that promo email in the first place and besides, I've already made a deposit at the casino. I made everyone warn about this casino because this is scam. I also had to take a picture of myself back then by holding my ID and holding a signed sheet of paper up to the camera. Please take care!

Hallo,

ich habe eine Promotion Email bekommen und eine Auszahlung von 228,90€ zustande gebracht. Jetzt wurde das Geld einbehalten und ich sehe nichts davon. Das Casino beruft sich auf die terms. Ich frage mich aber, warum ich diese Promo Email überhaupt gekriegt habe und außerdem habe ich in dem Casino schon eingezahlt. Ich machte alle vor diesem Casino warnen, denn das ist Betrug. Ich musste damals auch ein Bild von mir machen indem ich meinen Ausweis festhalte und ein unterschriebenes Blatt in die Kamera halte. Bitte aufpassen!

Dear Lolo777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated?

Lastly, could you please specify which exact bonus you have redeemed and played? I would like to check terms and conditions. Have you deposited any funds into your account?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello and thank you for the quick response. Unfortunately I didn't get an exact explanation for the problem. I paid in on February 18th, 2022 and at that time a payout also worked. Attached is the link to the promotion and a screenshot of the payout:

https://primaplay.eu/primaplay-scoops-award/

Hallo und danke für die schnelle Rückmeldung. Ich habe leider keine genaue Erklärung für das Problem gekriegt. Eingezahlt habe ich am 18.02.2022 und damals hat auch eine Auszahlung geklappt. Im Anhang befindet sich der Link zur Promotion und ein Screenshot der Auszahlung:

https://primaplay.eu/primaplay-scoops-award/

I see. Was it a Free bonus or you've deposited funds into your account to activate it, please?

It was a free bonus I received via email

Es war ein kostenloser Bonus den ich per Email bekommen habe

Could you please forward that email to me petronela.k@casino.guru? Thank you.

The email has been forwarded.

Die Email wurde weitergeleitet.

Thank you very much, Lolo777, for forwarding the email. I have checked the T&Cs for the promotional offer and this is what I found (here):

"Terms and Conditions

The bonus must be wagered 30x on slot games only. Maximum bet allowed is $4. Maximum cash out is $50 via Bitcoin only.

Non Depositing Players must have claimed less than 3 no deposit codes prior to redeeming this offer in order to withdraw following successful account verification. Bonus is available throughout April 2022. Offer subject to status. Standard terms and conditions apply"

Could you please advise if you have redeemed any free bonuses from this casino in the past?

Hello, I have used free bonuses in the past. After that I also deposited and withdrawn money. In the current promotion I played with a maximum of 1€ and didn't even get 50$ of the 228.90$.

Hallo, ich habe in der Vergangenheit kostenlose Boni benutzt. Danach habe ich aber auch Geld eingezahlt und ausgezahlt. Bei der jetzigen Aktion habe ich mit maximal 1€ gespielt und von den 228,90$ nicht mal 50$ bekommen.

Could you please advise how many free bonuses you've activated in the past?

Hello,

here u can see all the transactions. It's hard to understand all of this. Should there be such conditions and I don't even know if I violated them. What is certain, however, is that the casino is very dubious and lures with promotional offers that are not paid out in the end.

Dear Lolo777,

If you have redeemed more than 3 free bonuses in the past, I'm afraid we won't be able to help you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

I'm not sure if I did that as some bonuses are also deposit related and are not essentially free. But how can you even list a casino with such dubious conditions on this site? In my opinion it should be blacklisted as this casino is extremely user unfriendly

Ich bin mir nicht sicher ob ich das getan habe, da einige Boni auch mit einer Einzahlung in Zusammenhang stehen und im Prinzip nicht kostenlos sind. Wie können Sie hier aber ein Casino mit solchen dubiosen Bedingungen überhaupt auf dieser Seite listen? Meiner Meinung gehört es auf die Blacklist, da dieses Casino extrem benutzerunfreundlich ist

I'm truly sorry but from the forwarded screenshots it seems that you have redeemed more than 3 free bonus codes in the past.

Once again, please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Lolo777,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.