PrimaPlay Casino - プレイヤーの賞金は没収されました。

Registered with 200x0,10$ slots no deposit bonus and won 13$ with 35x wagering req.

One slot gave 180$ with 0,50snt bet and made it possible to fullfill wager requirements.

After completing wager requirement fully and balance appealing withdrawable i had 45$ but minium withdraw was 48$ with crypto and 200$ wire transfer (lmfao).

So i played once Galaxy Blast going all in 45$ in mind to reach 50$ and get out. Worked but later they claimed its not real money until your first withdraw is done like wtf?

Funny how they added you're welcome to deposit and get a bonus, like am i gonna deposit any cents here after pulling new rules out of their ass.

Tldr: Won 50$, but they wont pay out and cleared my account balance, did not ban (yet)

Dear Noxuming,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PrimaPlay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you received a notification, or have you confirmed in other ways that the wagering of the bonus was already complete when exploring options to withdraw winnings?
• Have you completed account verification in the casino?

Thank you very much in advance for your reply.

Best regards,

Tomas

Yes if you had pending wagering it would show 0$ balance at cashier upon withdraw request.

There was small wallet icon what showed how much wagering was left.

You wouldn't be able to even request payout if wagering wasnt done.

I completed verifications (ID, address) until it asked me to deposit money. And day later they void all my winnings so glad i didnt make a deposit.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. However, I would like to warn you that it seems to be a common practice of PrimaPlay Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you Noxuming for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PrimaPlay Casino for their help in resolving this complaint. We would like to know why were the player's winnings voided and what can we do to help resolve this issue.

Thank you!

Hi,

I took a look at this case and unfortunately this player exceeded maximum bet on the bonus. The max bet with the bonus this player used was $5. Those rules apply even after the wagering is completed as per our terms and conditions:

"Your wagers must be $5 or less if the bonus claimed is 100% or more of your deposit value, or if redeemed prior to your first purchase. Customer services cannot override this restriction.

This maximum includes any additions to your original bet including raises, doubles and certain slots features, and remains in place as long as the bonus funds remain in your balance. The maximum bet may be reduced further depending on the offer, so make sure to check the terms of each promotion before playing.

Any promotional rules, including betting, wagering or game restrictions remain active as long as the bonus funds remain in your account regardless of the wagering requirement."

As long as they remain on players account, they are bonus funds, and the terms and conditions of the bonus apply.

If you would like any more information or have any more questions, please do not hesitate to contact us.

Thank you,

PrimaPlay Team

Thank you for the update PrimaPlay Casino representative. Would it be possible to provide me with the player's betting history? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Good morning Peter,

I have sent you an email with all requested information.

Thank you,

PrimaPlay Team

Dear PrimaPlay Casino representative, Are players notified in any way after completing the wagering requirements that the terms and conditions remain in effect—for example, through a pop-up or similar notification? We understand that there may be technical limitations requiring the rules to remain in place until bonus winnings are withdrawn. However, we believe it is important that players are clearly informed of this, in a manner that does not create confusion or feel misleading, as is currently the case. Thank you in advance for the clarification!

I want to add they removed whole balance after i though wagering was completed as balance turned to withdrawable.

During wagering progress most of games was locked and after wagering was completed some games unlocked and then tried one of those games to get 2$ (min. withdraw was 50$), reached it and made a withdraw request.

Of course that one "broke some extra rules without any info". All it said max win is 50$ and max bet 5$, now my balance is 0$ as they removed everything.

Hi Peter and Noxuming,

We do our best to keep our Terms and Conditions as clear and accessible as possible. They’re always available to all users, even without logging in, and we’re happy to clarify anything that may seem confusing. Our customer service is available via chat and email 24/7.

In this case, the bonus terms—including the $5 maximum bet rule—remain in effect until the bonus funds are fully withdrawn, even after the wagering requirement is completed. This is outlined in our bonus terms to ensure fairness and transparency for all players. We don’t currently use pop-up reminders at the end of wagering.

If there’s anything else you need from our side to help with the resolution, please don’t hesitate to let us know.

Thank you,

PrimaPlay Team

Thank you for the clarification PrimaPlay Casino representative. I will review this case internally with my team and get back to you when I have an update.

Dear Noxuming, I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you for your patience while we reviewed this case in detail with our colleagues. After careful consideration, we have concluded that the situation in question conflicts with our Fair Gambling Codex.

While we understand that there may be technical limitations that cause restrictions to remain in place after wagering requirements have been completed, we consider the confiscation of funds after the requirements have been fulfilled to be unfair. In our view, any rule that results in the forfeiture of winnings is against the spirit of fair gambling.

We believe casinos should, wherever possible, implement preventative measures to ensure such rule violations cannot occur. If that's not an option, we believe each case should be judged separately.

In light of this, we respectfully request that you reconsider your decision and either reinstate the player’s funds in full or restore their account to the state it was in before the max bet rule violation. If we are unable to come to a compromise, we will be forced to close the complaint as unresolved due to your casino's actions being in violation of our Fair Gambling Codex.

Thank you in advance for your reconsideration!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning Peter,

Please note that our decision remains final. Our cashier team reviews each case individually, and we always strive to treat every situation fairly. The terms and conditions are in place to ensure transparency for both the casino and the player, and it is our duty to follow them just as we expect our players to do the same.

All terms are available on our website, and if anything is unclear, we encourage players to reach out to our support team — they are always happy to assist.

Best regards,

PrimaPlay Team

Thank you for the update PrimaPlay Casino representative. Unfortunately, in this case, we are forced to close the complaint as unresolved, as we consider your actions to be Against our Fair Gambling Codex.

Dear Noxuming, I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter