Prime Casino ES - La cuenta del jugador está cerrada; el retiro ha sido rechazado.

To summarize, since everything is specified in the review I posted.

I requested a withdrawal, it was rejected, I contacted them and they gave me instructions on how to upload bank documentation because the payment method (card) wasn't valid. I tried to upload the documentation as they explained, but it wasn't valid; only my ID was uploaded and verified, but there were no options to upload anything else. I contacted them again via chat, waited more than twenty minutes for the bot to transfer me to an agent, and then they kicked me off the page. I tried to log in again, but they wouldn't let me access my account.

PS: The chat is incredibly slow, and the girl types whatever she wants and closes the chat in less than 10 seconds. I just want to get my money.

Resumiendo ya que todo esta especificado en la reseña que he puesto.

Solicito una retirada, la rechazan, me pongo en contacto me dan directrices de como subir documentacion bancaria porque con el metodo de pago no les vale ( tarjeta) Voy a subir la documentacion como me han explicado y no vale, solo esta subido el dni y verificado, pero no hay opciones de subir nada mas, me vuelvo a poner en contacto con ellos por chat, mas de veinte minutos esperando al bot para que me pase con el agente y me sacan de la pagina, intento acceder y ya no me dejan entrar en mi cuenta.

PD, el chat lentisimo y la chica te escribe lo que quiere y en menos de 10 seg te cierra el chat. Solo quiero cobrar mi dinero,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of the error you see when you try to access your account at this casino?
• Have you made any successful withdrawals from this casino before?
• Would it be possible to send the requested documents to the casino through email, since this option is not available directly in your account?
• Did you receive any official emails from the casino informing you of the closure of your account?
• Did you complete the full KYC verification at this casino before your account was locked?

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

Best regards

Veronika

Dear marijo78,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru