PrimaPlay Casino - 条件の衝突によりプレイヤーの撤退が遅れています。

I claimed the PRIMA50 No Deposit Bonus as a new player. The bonus terms clearly stated:

  $50 free chip

  50x wagering requirement

  $5 max bet

  $100 max withdrawal

  Verification and $20 crypto deposit required for payout

I completed all wagering without breaking any terms. I then received an email asking me to make a $20 crypto deposit for verification, but when I checked my account, only $50 was available for withdrawal, even though the promo clearly says $100 max withdrawal.

Support claimed this is due to a general rule from their terms, limiting pre-deposit withdrawals to $50, but this is not stated anywhere in the PRIMA50 promo. They enforced the 50x wagering requirement from the promo but used stricter withdrawal terms from elsewhere, contradicting their own offer.

I have not yet made the verification deposit because I am still owed $50, and I want this resolved before proceeding.

I request that PrimaPlay honors the $100 withdrawal as advertised in the PRIMA50 bonus.

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at PrimaPlay Casino. I have checked bonus terms for a $50 No Deposit Bonus (code: PRIMA50), and this is what I found: 

New Players Only. The bonus should be wagered 50x on Slots, Keno and Scratch Card games only. Maximum withdrawal is $100. All bets placed must be $5 or under. Bonus is non cashable. Bonus balance will expire after 48 hours if wagering requirement is not met. In order to withdraw your account must be verified and at least one deposit is required of minimum $20 via crypto. Winnings must be withdrawn via crypto; we recommend LTC. In order to redeem your code please visit the cashier section of the casino lobby select the coupon tab and click "available coupons." Standard casino terms an conditions apply.

When checking the general terms and conditions of the casino, we can find the following information:

These rules will apply to all bonus credits unless specifically stated otherwise. Players are not required to receive bonus credits and can opt out by notifying Customer Services.

All Free Chips:

maximum cashout $50

and

After any non-redeemable bonuses and fees have been deducted you will be eligible to withdraw at least $50 from any non-deposit bonus.

When playing with any free offer redeemed prior to playing your first purchase the maximum cashout is $50. You are only permitted to cashout from one such offer across our group of casinos.

Our position is that more specific terms of the particular promotion should be applied first, and then general terms apply if any information is missing in the specific bonus terms. If there are any discrepancies, specific bonus terms should prevail. It is stated in the terms of the PRIMA50 bonus that the maximum withdrawable amount is $100, and we believe this rule should be prioritized.

To better understand your situation and assist you further, could you please clarify a few points by answering the following questions:

• Please specify when exactly you completed the wagering requirement. Have you received any notification about it?
• What balance did you have after completing the wagering requirement?
• Were your winnings capped right after the wagering was complete?
• Did you receive any additional communication from support regarding the withdrawal limits or terms?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

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Hello Natalia

1. When did you complete the wagering requirement?

I completed the full 50x wagering requirement on August 6th, around 09:29 AM casino time.

2. What balance did you have after completing wagering?

100$

3.Were your winnings capped right after the wagering was complete?

Yes, I had $1,303.15 in my account, but when I hit the exact wagering requirement, the balance was automatically reduced to $100 , which I expected, since the bonus terms clearly said the maximum withdrawal was $100.

4. Did you receive additional communication from support regarding the withdrawal limits or terms?

Yes, but not at first. After I completed the wagering requirement, I submitted a withdrawal request for $100. Shortly after, I received an email from support saying "Congratulations on your win!" and providing instructions for identity verification and a required $20 Bitcoin deposit. That email made no mention of any $50 withdrawal cap, only how to verify and proceed.

When I logged in again, I noticed that $50 had already been removed from my balance. That was the first time I saw something was off. I contacted support and asked why I wasn’t receiving the full $100 as stated in the PRIMA50 bonus terms.

Only then did they respond, saying the general bonus terms override the PRIMA50 offer and that I could only withdraw $50 because I hadn’t deposited yet. I pointed out the contradiction: they enforced the stricter 50x wagering from the promo, but ignored the $100 max withdrawal also listed in the same promo.

When I said I would file a complaint on sites like Casino Guru, they replied that I was being "threatening" and suspended my account, voiding all winnings, including the $50 they originally approved.

At no point was I rude or abusive, I simply asked them to honor the terms they advertised. I have full email records proving this.

Best Regards

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Sure! Thank you, Natalia I’ll send it right away.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Popehead,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a PrimaPlay Casino representative to join this conversation and participate in resolving this complaint.

Dear PrimaPlay Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Stefan,

The player claimed the PRIMA50 no-deposit bonus and completed wagering. While the promo text mentions a $100 max withdrawal, all no-deposit bonuses before a player’s first purchase fall under the general terms, which clearly limit the maximum cashout to $50 unless stated otherwise. The PRIMA50 promotion did not override that rule.

Our terms and conditions:

Unless stated otherwise all bonuses are non-redeemable. You can withdraw any profit made by wagering these credits, but the bonus credits themselves will be removed when any subsequent withdrawal is processed.

And

After any non-redeemable bonuses and fees have been deducted you will be eligible to withdraw at least $50 from any non-deposit bonus.

When playing with any free offer redeemed prior to playing your first purchase the maximum cashout is $50. You are only permitted to cashout from one such offer across our group of casinos.

Our support team explained this multiple times and offered the valid $50 withdrawal upon a $20 crypto verification deposit. Instead of proceeding, the player repeatedly sent messages threatening to damage our reputation unless we paid more. Due to this inappropriate tone and pressure, we closed the account and voided winnings according to our Terms of Service (abusive or threatening communication).

To conclude:

The correct withdrawal limit for non-deposit bonus was $50.

Player was informed multiple times of this rule and were offered the $50 withdrawal pending verification deposit.

Account closure was due to threatening behavior, not bonus dispute

Thank you for your understanding.

PrimaPlay Support Team

Dear PrimaPlay Casino,

Thank you for your response and the information you have provided.

Could you please state whether the non-redeemable bonus of 50$ was already deducted, and the final winnings are 100$? In that case, we believe that the player should be paid 100$. If the sticky bonus was not deducted yet, then the 50$ should be paid to the player.

Thank you very much in advance for providing the clarification on the case.

I'll be awaiting your reply.

Hi Stefan,

The $50 free chip was deducted from the $100 winnings (I can send you a screenshot from player sheet). Our team clearly informed the player several times about the mandatory $20 verification deposit required for withdrawal, which is part of both the bonus and general casino terms and conditions.

Unfortunately, the player continued to dispute these rules and demanded the full $100 payout while repeatedly threatening to file complaints if we did not comply. Due to this behavior and the tone used in communication, management made the decision to close the account. While we always aim to resolve issues amicably, we cannot accept aggressive or threatening communication toward our staff.

Thank you,

PrimaPlay Team

Dear PrimaPlay Casino,

Thank you for your response and the information you have provided. Could you also provide us with the player's game log and bonus history? You can send it to my email address [email protected].

Thank you very much in advance for providing the information.

I'll be awaiting your reply.

Hi Stefan,

I have sent you an email.

Thank you,

PrimaPlay Team

Dear PrimaPlay Casino,

I have responded to your email and will be awaiting your reply.

Good morning Stefan,

I have replied to your email.

Thank you,

PrimaPay Team

Dear PrimaPlay Casino,

We have reviewed the bonus history and game log, and it appears that the player won approximately $1,400. However, the winnings were reduced to $50 instead of $100. The free chip should have been deducted from the $1,400, not from the $100. Therefore, we believe that the player should be eligible to receive $100.

We hope we can reach a mutual agreement, and that the player will be paid accordingly.

I'll be awaiting your reply.

Hi Stefan,

We fully understand your point of view. However, since the player redeemed a no-deposit bonus before making any purchase, our Terms and Conditions set the maximum cashout at $50, with only one such withdrawal allowed across our group of casinos.

These rules are in place to ensure fairness and consistency for all players, and our cashier team applied them correctly in this case. For this reason, the player’s withdrawal was limited to $50, and we must respectfully stand by this decision.

Kind regards,

PrimaPlay Casino Team

Dear PrimaPlay Casino,

Thank you for your response and the information you have provided.

I have checked the specific terms for the no deposit bonus, and it states that the maximum withdrawal from the no deposit bonus is 100$. This offer is intended for new players only and contradicts the terms and conditions:

"When playing with any free offer redeemed prior to playing your first purchase the maximum cashout is $50. You are only permitted to cashout from one such offer across our group of casinos."

We recommend you to read our Fair Gamling Codex here: https://casino.guru/fair-gambling-codex-for-casinos#hidden-predatory-rules. There are a few players who read the T&Cs before creating a casino account, but the majority of them do not. Players expect casinos to follow certain best practices and therefore do not consider it necessary to read everything. They don't expect to find predatory rules in the T&Cs. Also, some players might not be experienced in online gambling. They may not notice that some rules are predatory, even if they do read the T&Cs fully. In this case, we believe that the player should be paid the full amount of 100$ as stated in specific rules of the bonus.

We hope we can reach a mutual agreement, and that the player will be paid accordingly.

I'll be awaiting your reply.

Dear Stefan,

Thank you for your message.

We stand by our decision, as our Terms and Conditions are clear and apply to all players. It is the player’s responsibility to review these before playing, and our Support Team is available 24/7 should any questions or clarifications be needed.

Kind regards,

PrimaPlay Team

Dear PrimaPlay Casino,

Thank you for your response.

As your standpoint hasn't changed, we will be forced to close the complaint as Unresolved - Against Fair Gambling Codex.

Dear Popehead,

I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. 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.

Kind regards,

Stefan, Casino.Guru