PrimaPlay Support and Complaints Thread

Hi @Grace Choi,
The CFO has been notified and as stated in our earlier response we will get back to you once we have recieved communication from the processor.
We will also launch an internal investigation to see how this proces happened and what can be done to avoid any future issues.
Kindest regards,
Team PrimaPlay

Wow it’s unbelievable that you guys seriously think that this response of ZERO information is acceptable.

I REALLY HOPE ANYONE THAT IS THINKING OF MAKING ANY DEPOSITS ON PRIMAPLAY RECONSIDERS!

My completely valid winnings of $1250 still have not been paid after 1 month and they think it’s okay that they provide no proof of wire transfer that they claim to have sent and are using that as an excuse to not to cash me out.

You guys have no valid reason not to send me my payment right now because without proof of this so called wire transfer that was sent, it does not exist, therefore there is no justification to withhold payment.

Is your CFO on vacation???? Is that why I have not heard a peep from him/her after or is it that they are just doing nothing at all, just like you and the 2 other CS reps that have called completely stopped responding to me via email. I would think that everyone would not be operating in such a manner for a business such as this, where their reputation depends on clients deposits and withdrawals. I have been a CFO myself and if I were presented with such a situation just as this, I would lose my job if I couldn’t provide proof or any evidence (which can only mean either they are doing nothing and have been doing nothing at all or they just never sent it) after 2 days of being informed. Seriously, in what world is this okay?!

As I have stated before, PROVIDE PROOF OR SEND PAYMENT. It is the only thing that is right and fair. How do you guys keep ignoring this request and think it’s okay?! It is not an outrageous request or one that should take this long to fulfill to provide proof. Without proof, on what grounds are is my withdrawal being withheld?? Am I the crazy one?!

***ATTN: Sydney or LCB administrator***
Can you guys please intervene with this?? Primaplay has not been any help at all and all they do is delay in giving any information. An online casino should not be able to freely operate in such a manner that I have been treated. Players and their money should be protected. They have no reason whatsoever that they can validate to still after all this time, withhold payment from me. Please help me!

Primaplay, I will say once again for good measure:

Please provide proof of transfer or send payment! 

Hello Grace Choi,

They are indeed in the hands of the processor as they are the ones who actually process your withdrawal.

The casino doesn't have any control over processing and processor. They've been trying to get more info from the processor, but sometimes this takes a lot of time.

We've notified the Casino Representative and he will try to provide us with evidence showing that they've sent your payment. 

Hi @Grace Choi,

I appreciate your frustration and I sincerely apologise for the delay in receiving your funds, but I cannot provide you with further information if I physically do not have it and I also do not want to ignore your replies and come across as uncaring.

As previously mentioned we are awaiting communication from a third party processor, we do not physically process the transactions so are reliant on them.

The group that runs PrimaPlay has been operating online since 1999 and recently we celebrated our 22nd birthday of operating, during this time we have been awarded many accolades, awards and accreditations.

We will be the first to admit we don't always get it right but we will always stand by our longstanding and proven record in providing players with a honest and fair gaming experience.

We are not trying to stop you from receiving your winnings but we have to ensure certain steps are followed before we can, if necessary, resend funds based on a processing error.

I can also assure you that Sydney, the LCB rep, is also in constant communication with us.

Once we have further information provided to us from the processor you will be the first to know.

Kindest regards,

Team PrimaPlay

So I guess what your saying is that, this is something that is considered the norm and happens regularly then right? For a withdrawal to take over a month, not having any proof of payments sent and not even knowing where your payments are. I mean this obviously must be normal for you guys, seeing how you guys are completely accustomed to your processors to totally sleeping on the job and are accepting of such behavior from them, because it should take no more than seconds to trace a transfer, as I have mentioned many many times and they can’t even seem to do that small task. I mean come on, it’s been a month now and they still haven’t found it.

My next question is, how long can you guys withhold my payment using the excuse that it is being traced? If it is still not traced after another month, are you guys still going to proceed to withhold my payment? Another 2 months? 6 months? A year?

How long is it okay for you guys to make this claim without proof? Since you guys haven’t been able to provide me with any further updates at all on my withdrawal ever since I have requested it, I would at least like to know how long I will have to wait in this stagnant position.

I really hope my questions will be addressed because these are not rhetorical questions. I feel that I am owed AT LEAST that much since you guys cannot provide any other information, proof or how long it will be before I receive my funds.

***Sydney, Thank you for all your help!!! Situation still has not changed at all but they have been A LOT more responsive after I came to LCB for help.***

Wow, would you look at that, another week goes by with NO FURTHER UPDATES AT ALL!! I know that nothing will be happening over the weekend since you guys don't work/don't process any pay outs over the weekend (which is false advertisement of 24 hr BTC withdrawals) and just like that, another 7 days go by! You informed the CFO about this situation in the beginning of the week and yet still has done nothing to improve this situation! Am I going to get my questions answered at least, about how long I will have to wait in this stagnant position before you guys take action??

To LCB: I got an email about the BoVegas, From the Players For the Players review and I thought that was a great review and especially helpful. I believe my situation & review is perfect to be used as one of those reviews for Primaplay. I would be more than happy and willing to rewrite my review in any format required. 

Hello Grace Choi,

Please note that most of the Casino Representatives don't work over the weekend, therefore, we don't expect a reply from the Casino Representative before Monday.

Thank you for your patience and understanding.

Hi Sydney,

Yes, I know they don't work over the weekends, I was just trying to emphasize how another week has passed and how the CFO still has done nothing all to improve the situation or provide any information at all after being informed in the beginning of the week. I want other players to be informed of this and know what they are getting into before putting in their hard earned money into this casino.

Now the weekend has passed as well and STILL NO UPDATES! HOW IS THIS ACCEPTABLE?! 

I think I am completely warranted in demanding proof of wire transfer or for them to immediately send a new transfer! 

Hi Grace Choi,

We'll notify the casino rep. Keep you posted. 

Hello @Grace Choi,
We have yet to receive an update. We will chase with the procesor again today.
We appreciate your patience while we deal this matter and agree that it is taking far longer than required.
We assure you though we are doing all we can within our power to get this sorted ASAP.
Kindest regards,
Team PrimaPlay

Do you think we can make an agreement that if it is still not traced after this week, that we accept this payment as lost and I am sent another one? I think we all can at least agree that if after more than 5 weeks the payment can't be traced, it is as good as not exsisting at all, no? If the CFO has known about it this for more than a week and there still is no updates then clearly something is wrong. I think it's only fair that I have some concrete, valid information by Friday, since you guys do not work on the weekends. 

I keep being told that you guys will "chase" the processor every single time I get a response from you guys yet there is STILL ZERO PROGRESS! It does not even make any sense that you guys need to find the wire transfer so you can cancel it and send another one? In what world does that make sense? Tomorrow is Friday and it will now be another week that has passed. Don't you guys think it's about time you guys send me my payment? 

Sure wish I would have read the above posts before depositing with prima play!  
so I've deposited a little under a thousand dollars in the past week or so...and after losing the deposit money, I receive an email a few days later stating I had cashback in my account!  
I sign in and see $20 in my account. I started playing and actually won immediately and got My balance into the hundreds of dollars...and because it Was cashback then there shouldn't be many terms attached to the bonus right? NO! 
they have plenty of restrictions on cashback....including a 10x Max cashout and the lower of $5 or 20% of cashback amount bet limit.  
so I bet $5 the last few rounds to make sure I make play through and cashout.

that was two days ago and I get a notification this morning when I check that my withdrawal was denied due to betting over the max limit. 
I contacted chat and said that I bet $5 with was nit over the limit and he said that it was not $5 it was 20% of the cashback which was $4....so all my winnings are null and void! 

I obviously misunderstood the rules in regards to the 20% or $5 max bet rule....it read to ,e like either 20% or $5 was the bet max. But they are saying it was the smaller of the two figures...And me getting that ruke confused allows them to just take my $200? And the live chat rep was so rude I don't even know how to convey just how bad of an overall experience this has been.  

i ALWAYS read the terms and Conditions and rules because I have been burned over and over again....but I guess that didn't even protect me this time because they now word things in such a way to make it obvious they are trying to bait you into a mistake so all your money gets confiscated.  I wonder how many withdrawals actually end u getting paid. I bet it's a tiny percentage market wide.  

so I told the chat rep that i was contacting the lcb.org rep and I KNOW this will get fixed! Lol don't make me look stupid please!

player id-  dknocks25 

Hi dknocks25,

We're going to notify the casino rep about your case. 

Thanks Melissa!  Im so grateful that you guys give us players a forum here to communicate with the casinos on more neutral ground...which is better than the alternative of course. 

Let's just hope that this one ends with a positive resolution.....but reading the previous issues players have brought up leaves me with far less Hope than I care to admit lol.

Hi @dknocks25,

Thank you for contacting PrimaPlay here at LCB.org.

As stated in our terms and conditions the following rules apply for Cashback Credits...

Have a wagering requirement of 30x the credit amount
Permit wagers on Slots, Keno and Scratch Cards only
Have a maximum bet of 20% of the credited amount or $10 if lower
Maximum cashout of the greater of 10x the credit amount or $100

So during play with PrimaPlay Cashback Credits wagers must be below $10 or 20% of the original credit amount whichever is lower. This is active as long as the Cashback Credits remain in the account balance regardless of the wagering requirement.

Based on these rules and the amount of Cashback you received the maximum bet allowed would be $4 (20% of your $20 cashback.) There were 70 bets placed over this maximum bet allowance and therefore as the terms and conditions of the bonus were broken your winnings on this occasion have been void.

I appreciate this may not have been the solution you were after.
We have reinstated the $20 Cashback into your account and if you wish to use it you may do so.

Kindest regards,
Team PrimaPlay

Hey PrimaPlay,

You guys forget about me??? How about giving me some answers too?! Now it's going on 6 weeks!!! Don't you think it's time I got paid?! Are you guys just going to tell me that you guys are going to "chase the processor" for some answers again?! COME ON ITS BEEN 1.5 months now!! Enough is enough.

LCB,

Don't you agree that they have had more than enough time to handle their business and pay me already?! This is ridiculous!

Hey dknocks25,

I really hope things work out for you but as you can see PrimaPlay is the absolute worst. I have played completely within all their terms and conditions and they still have not even paid me either after 1.5 months claiming they "cannot trace" the wire transfer they supposedly sent (and have provided ZERO PROOF of such a wire transfer even after my many requests) and are using that as an excuse not to pay me so I can only imagine that you really don't have much of a shot here. LCB has been helpful in getting them PrimaPlay to respond to me (which I am truly grateful to them for any assistance) but all PrimaPlay does is keep responding with the same BS answer so LCB hasn't really done much to improve the situation as of yet but I am hopeful that they will come thru as it seems like this is the best forum to come to for help according to others reviews. I am going to start looking into other forums like LCB as well to post my experience and look for further assistance so if I find somewhere else that will be more helpful I will let you know. I hope things will be different for you tho. Wishing you all the best and hope we both get paid out!

Hello Grace Choi,

We've been in touch with PrimaPlay Casino Representative and we agree that it is taking far longer than required, however, we can assure you that they're doing everything they can to get this sorted out. Once they have more information from the processor you will be immediately notified. 

Thank you very much for your understanding and patience. 

They claim to be doing everything possible but honestly, what exactly are they doing? Sending an email and just waiting forever for the processor to respond? It is agreed all around that it is taking way longer than required and wayyy longer than what is advertised as their withdrawal processing time on their site so how much longer do I need to wait before any action is actually taken to resolve this? What if the processor just never gets back to them? Then am I supposed to just lose out on this payment? It's going on 6 weeks now so if they still have yet to get any information from the processor after this long, I don't see how anything will change by waiting any longer. The only response I ever get from them is that they will "chase down the processor" but where has that gotten us after a month and a half. It's been 2 weeks now since the CFO has been informed of this so clearly the CFO could care less and it has been a week since I have even gotten any further reply at all from PrimaPlay. 

How much longer am I supposed to wait for any progress at all on my pay out?? How much longer is this stagnate status supposed to be acceptable?

Hi,

I will chase up with finance and see if I can provide you with any further details.

Kindest regards,

Team PrimaPlay

1. Hi I have completed wagering requirements as per your rules and regulations but still my payout is rejected and the money is also disappeared

Hello Anu2220,

Please send me your casino username to private message inbox and we'll notify the Casino Representative.

Hello Anu2220,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative. Please keep an eye on this thread for updates.

That's exactly the same exact thing that has been said to me every single week for 6 weeks now and NOTHING! 

lol anyone notice a trend developing here?  
"refuse to payout and blame everyone else!!! It's the processor..or the player...or Donald trump! Oh wait...joe Biden!  They did it! Executive order keeping us from paying the players!"*

*but we will happily accept your deposit.....visa, MasterCard, bitcoin....u name it we take it! 

NOW HIRING- Terms and conditions ARTIST.  must have three to five years experience in creating terms and conditions that result in a high percentage of player confusion. ESPECIALLY in the categories of maximum bet percentile(must be able to keep a straight face while explaining to players why they won't be getting paid and MUST be able to continuously be polite even while slapping players in the face repeatedly!  also must be able to blame players at al costs! No responsibility EVER!  
psychopathic personalities a plus...masochists are welcome to apply also!  Good luck!  

Remember..HERE AT PRIMAPLAY, WE NEVER MISS A CHANCE TO PLEASE(and by please we mean theft)

Sorry I had to......

as a serious response to the player rep from primaplay... YOU MUST NOT HAVE READ A SINGLE WORD OF MY ORIGINAL POST....so why even respond if you are just going to state the obvious! I know I accidentally bet $5 instead of $4....BUT IT WAS BECAUSE I MISUNDERSTOOD THE TERMS. I THOUGHT IT MEANT 20% or $10.  it was an accident...yet you insist on taking $200from me because i misred a single sentence.  as if betting $5 instead of $4 made any difference.....this is a new low for a so called reputable casino. Reputable casinos FIND WAYS TO PAY PLAYERS.....ROGUE CASINOS FIND EXCUSES NOT TO PAY PLAYERS. you'll be out of business soon. Unbelievable....greed greed greed

Hello dknocks25,

The Casino Representative has already replied to your complaint. You've broken their Terms and Conditions and there's nothing else we can to do help you here. We always advise all our members to read the T&C's carefully before they start playing at an online casino.

Hi @dknocks,

We appreciate that the situation is frustrating for you, but if terms and conditions are broken, regardless if this was done accidentally or purposefully, your winnings will be void.

We do have a 24/7 customer support team that can always be contacted should you wish to have anythig clarified or explained.

We will also ensure to pass your feedback on to the relveant parties in regards to the terms and conditions.

Regards,
Team PrimaPlay

Hi @Anu2220,

Thank you for contacting PrimaPlay here on LCB.org.

I have checked your account and can see that your account was flagged for security reasons. We will speak to our Fraud and Verification team and provide you with an update once we obtain the relevant information.

Kindest regards,
Team PrimaPlay

Hi @Grace Choi,

I totally understand your frustration and I totally agree that this has not been a very good experience for you with PrimaPlay.

I can assure you we are doing all we can to rectify this situation, I appreciate form your viewpoint it does not appear so, but I am speaking to our finance team constantly to see if I can get you more information. I am also in dialogue with the LCB rep to keep updated as well, as like you they also agree this needs resolvong ASAP.

Your patience has been appreciated as well during this incident and we can only apologise for the delay but we will rectify the situation.

Kindest regards,
Team PrimaPlay

Please do the needful soon....

I don't see how things can be any different than my viewpoint that nothing is being done. I have had many different jobs and I know things work and i think everyone knows how things work. It is literally impossible for you guys to have not a single shred of information for me after 6 now going on 7 weeks about my withdrawal, NOT A SHRED! So if you guys are really actually trying then you should be reaching out to the processor every single day if not several times a day and obviously if you guys are not getting any answers then it can only be one of two things, 

1. They are ignoring you because that's the only possible way you guys could not know anything at all if you guys are really "chasing down" the processor as you say. 

2. You guys are not doing anything about this and don't intend on paying out your winning client.

Is it that the processor is not responding to you guys? Is that why you guys have no explanation whatsoever? 

If they are not ignoring you I would like to know exactly what their responses are and I think I have a right to know that. Please copy and paste just 1 response from the processor so I can see what their excuses could possibly be for:

- Not being able to provide proof of the "so-called wire transfer" that was supposedly sent 

- Not being able to trace this phantom wire transfer 

- Not being able to process a payment without even being able to provide proof of transfer 

Primaplay, how can an online casino that claims is so reputable and great and have been operating for a very long time possible work with abhorrent processing company that clearly does not do their jobs? IS THIS WHAT ALL YOUR CLIENTS EXPECT WHEN THEY MAKE A WITHDRAWAL?? Being that you guys seem to be totally lackadaisical about the processor being completely useless and not doing their jobs, it must be that this is not anything new and something that happens all the time. 

Come on people, does it make sense that they won't send my payment because they supposedly already sent it yet cannot provide ANY PROOF of such but they have to trace a payment that they sent so they can cancel it and only then will they send my payment.

if it was already sent why do you need to find it and cancel it?! 

 Primaplay, can you please address even at least 1 of my questions this time instead of completely ignoring all my questions.

Look at that... another week goes by...

 PS: It's almost 7 weeks now, don't you think enough is enough already? Can we please stop going round and round in this circle?! 

Hi @Grace Choi,
We have sent you a PM regarding a response from the processor please can you reply.
Thanks,
Team PrimaPlay

I have again opted for withdraw please do the needful fast ... primaplay

Hi @Anu2220,
If you have sent in all the relevant documentation such as the completed Verification Form, copy of your driving license and proof of address on a Utility Bill then it will be passed on to the cashier team.
Please also note that you need to make a verification deposit before you can withdraw.
If you have not yet sent in all the verification documents you will need to do so before your withdrawal can be processed.
Kindest regards,
Team PrimaPlay

It's not mentioned in you terms and conditions , verification deposit , please I will send all my documents ..where should I send them..,help me withdraw..I have wagers almost 2500$ and extra money I have cut from my account..

@Anu2220,

Please see this sentence from our terms and conditions page which can be found at https://primaplay.eu/terms-conditions/ 

All withdrawals are subject to audit and are only paid to verified accounts. To verify your account you will provide us sufficient documentation to prove your identity, complete our verification form and make at least one cash purchase. This cash purchase is for verification purposes only and can be withdrawn with no wagering requirement.

Kindest regards,
Team PrimaPlay

Hello my Name is Viet Vu 

From United States

Last month, May 27 from website LCB.org I used the link provided to sign up and used bonus lcb55 to play and have lucky hand that met the playthrough requirement.

The $182 after I finished my last game down to $172.

Then few minutes later the balance in my account drew  back to $0.

May I know the reason why The casino turned it down to the ground?

I hope you could explain to me.

Thank You.

Hello gianta79,

Could you please send me your casino username to private message inbox and we'll get in touch with the Casino Representative.

Hello gianta79,

Thank you for providing us with your casino username. We've sent an email to the Casino Representative and asked him to look into this. Please keep an eye on this thread for updates.

It is now week 10 and I still have not been paid out my 100% LEGITIMATE WIN from PrimaPlay. All I have been getting is excuses that make no sense for this digital time and age! Anyone considering making a deposit into PrimaPlay beware!!

Hello Grace Choi,

We'll ask the Casino Representative what's going on. Keep you updated.

Hi @gianta79,
Once you complete the wagering requirement on this bonus and if your balance is over $105 the balance will reset to the max cashout limit of $105.
I can see that this happened on your account and then when the balance was reset to the $105 you carried on playing on our Cash Bandits 2 slot till your balance went down to $0.25
Kindest regards,
Team PrimaPlay 

Hi @Grace Choi,

We will get in touch with finance and see if we can provide you with an update. Once again, sorry for the delay.

Kindest regards,
Team PrimaPlay

After 10 weeks this is not considered a delay anymore. It would be considered as incompetentence & unprofessionalism. You guys give me this same reply every single time. 

Enough with the shoddy excuses and pay me already! You guys have no excuses left. You guys already stated that you found the wire transfer that you guys still never provided any proof for and said that it was returned back because my bank that I have been using for wire transfers both domestic & international for years now had rejected it, when also my bank has no record of any wire transfer and that was already established 2 weeks ago so it is very clear that you guys have to pay me.

Also, Steven, you personally sent me private message asking me to verify if my bank accepts international transfers and that once I reply that you will get my payment sent right away and that was 2 WEEKS AGO!! 

Honestly, does anyone at PrimaPlay actually work and do their jobs?! You even said that the CFO was informed of this over a month ago and he/she still hasn't done anything to expedite the payment?! 

NOTHING SHOULD TAKE THIS LONG IS THIS DAY AND AGE!

Hey PRIMAPLAY!

Its now going to be week 12 tomorrow! Don't you think it's time you paid me?! A week ago you tell me you guys will get back to me right away and a week before that I was told I would be send my payment right away once i confirm my bank details and neither has happen yet still!! Can I please be paid my rightful winnings please?! 

And can I please have a little help LCB? I know you guys have been in contact with them too so if there is anything more you can tell me or do to help me get paid already i would very much appreciate it. Thank you.

Hello Grace Choi,

We've been constantly in touch with the Casino Representative and we're doing everything we can to help you. The Casino Representative is currently on holiday, however, we've sent him another email.

Hope we'll hear some news from the Casino Representative soon.

I just wanted to update that I FINALLY GOT PAID!!! Thank you PrimaPlay & thank you LCB for all your help!!