PrimaPlay Casino - La cuenta del jugador está prohibida.

I made a deposit at this casino worth 28 dollars via neteler. I played around 67 dollars and decided I didn't want to play any more, so I cashed out via neteller. The next day I received an email from the casino saying that I did not comply with the rules and they decided to ban my account and remove 10 dollars from my total withdrawal.

Dear pedropires18,

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. Do I understand correctly that the casino confiscated the remaining balance you had in your player's account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

Dear pedropires18,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have not received any response from the casino

Não tive nenhuma resposta da parte do casino

Thank you very much for your reply, pedropires18. Could you please clarify if the casino confiscated any funds except for the  $10 fee? How much money did you have in your casino account when it was closed?

He didn't confiscate more than $10.

When withdrawing I had precisely $28, with all the games bet I had no profits or losses on the amount deposited. I lost $10, confiscated without giving a reason and they also blocked the account without giving a reason.

Não confiscou mais do $10.

Eu na retirada tinha precisamente $28, com todos jogos apostados não tive lucros nem perdas do valor depositado. Perdi $10 confiscados sem darem uma razão e bloqueram a conta tambem sem darem uma razão.

Do I understand correctly that the casino confiscated $10 out of $28 and sent the remaining balance ($18) to you?

Exactly!

If I didn't comply with some rules, they should let me know and not leave the amount I had in the casino. They just said that I could withdraw because I had fulfilled the wager. Only after withdrawing and withdrawing $10 will they notify you...

Exato!

Se não cumpri com algumas normas deviam avisar e não deixar o valor que tinha no casino. Apenas disseram que já podia levantar porque tinha cumprido com o wager. Só depois de levantar e retirarem $10 é que avisam...

Unfortunately, the casino states in its T&Cs that they may charge some withdrawal fees:

"PrimaPlay reserves the right to apply reasonable charges for processing withdrawals. When withdrawing from free offers or cash back credits a fee will always be applied. If a maximum withdrawal restriction is in place this charge will applied after the maximum withdrawal restriction has been applied."

As long as the casino warns about this fact in their terms, there is not much we can do. Furthermore, the casino can close any player's account whenever for whatever reason and we do not penalize them for it if the remaining balance has been paid out to the player. I am afraid that at this point, we are not able to proceed with this complaint.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.