Complaint #27 Prime Slots Casino

Been ignored for weeks after winning and requesting £2,166 withdrawal

By Jamie S.

8 years ago

Hi,

I’ve been having serious problems with prime slots. My problems began on the 24th of April when I won £2166 playing slots on their site. Soon after they asked me to verify my account. I emailed them my ID and then soon after my utility bill. By the 1st of May I had provided everything that they asked for.

Since then they have just gone completely silent. I have emailed them a few times and they never respond. It’s been one month now since I deposited and I am just being completely ignored. So I felt I really had no alternative but to look at complaining on sites and with regulators. I hate to go down this route but it’s a lot of money to me and there is no explanation or anything. It is not right for a casino to be helpful and responsive right up until the moment the player actually wins anything and then behave as if nothing happened and no one is emailing them. I hope you can help me to recover my funds. Thanks for reading.

Jamie

Disputed Casino Prime Slots Casino

Reason Delayed payment

Amount £2166

Discussion

AskGamblers

• Support Team

3 years ago

Dear @primeproblems,

Following a careful review and consideration of your case, which was closed as Unresolved back in 2018, the AskGamblers Complaint Team kindly asks you if your issue with the Operator in question is still active, and your credentials with the casino correctly advised.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, and providing updates in a timely manner is a must. In case you do not update your complaint in a timely manner, your case will be rejected.

We thank you for your understanding.

AskGamblers

• Support Team

3 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of Prime Slots Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

Prime Slots Casino Complaint Stats

Resolved 8 / 9

Avg. Amount $1,000

Avg. Complaint Duration 8 days

Avg. Response Time 3 days

Prime Slots Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 6 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 8 days, while the average duration across all operators is 8 days.

Prime Slots Casino Complaints

See all complaints for this casino

Non payment on my withdrawal

I have been trying to withdraw £1101 from my account since 27 April 2022.

They have asked me to send all types of bank details and addresses and I'd, I have completed everything asked for and they are not paying me out. They just keep saying its been sent to the payments team and it will be processed within 7 working days but I never received payment from them.

I have all chat screen screenshot and previous emails sent.

Resolved

£1,101

Ignoring me and my thousand pounds win

Hi please can someone help me as I’m very worried after being ignored all day and then reading some horrendous reviews on reviews.com regarding prime slots.

I was up most of the night with a teething toddler and had a go on prime slots to keep me entertained and distracted from late night peppa pig! To my amazement I won £1000. I immediately withdrew my winnings and uploaded my verification documents - my personal drivers licence id, a utility bill and my bank card, so I knew I wasn’t going to be asked to verify. I do believe I had already verified but thought I'd make sure so supplied again to be sure. I read through prime slots terms and it says withdrawal will be processed within 11 hours. After 12 hours I hear nothing and so I went onto online chat the message at the top states they reply within minutes. It has now been 5 hours and I haven’t had a reply. This is advertised as an instant chat support. 5 hours and waiting is not instant!

I have sent 2 emails to them asking them to confirm they have received my documentation and I’ve asked them how long my withdrawal will take. I am well past the 11 hours withdrawal time that they state they normally take, I’ve had no confirmation of any documents received, all my online chat messages have been ignored and then on the reviews website.

I’ve read many many terrible reviews stating they are scamming people and not paying out winnings and ignoring peoples emails and messages.

Up to now I’ve deposited quite a bit in total over the space of a few months I thought they were a reputable site but now I am so worried that I will never get my £1000 winnings and that the site is a scam.

Please can you help look into this. My user name is < removed username >.

Thank you.

Resolved

£1,000

Skrill withdrawal issue

Good afternoon,
After creating account on 14.07.2017 and deposited small amount using Mastercard 235 eur. I played slots machines and total account is changed to 2740 eur. As casino doesn't provide withdrawal via Mastercard, I deposited small amount via Skrill account and orderd part of my funds. All requested documents were provided. After 48 hours withdrawal was refunded back to account balance. Payment team requested bank account linked to my Mastercard for make wire transfer (IBAN and SWIFT).
But my MasterCard such kind of a reward or bonus card that doesn't have any bonus account linked to it directly.
Till now my withdrawal is stucked.
Hope you can help.

Unresolved

€2,740

Cashouts delayed

I had placed several cashout amounts total of 3 700 in pending on Aug 11th, Aug 17th and Aug 18th. Part of my funds placed on Aug 11th have gone to processing along with those placed on Aug 18th. However, there is one amount placed on aug 11th and several others placed on the 17th that are still in pending. The total is 1 500. Following the 48 hours pending time I was told that accounting was closed and the chat rep. could not explain to why all the funds are not been processed. 3 chats later I was told "there is a bug with thier system" and they cannot know when the amounts will be processed. When I ask for a timeframe to know when this will be "fixed" I get rude answers (copy-paste) of "you have been informed...you will be notified". I find it unreasonable and a breech of thier engagement (48 pending) to ask clients to just shut up, sit and wait. As a client I should have least been informed that my funds were delayed. The only reason I was know of the problem is because I kept going on chat and asking what is going on. I have asked for an alternative solution to transfer the funds ( by check for example) I was told there is none. I asked for a time delay to know when they would know if the problem is fixable or not. There is none. The only response is the repetitive copy-paste from the chat rep. of "You have been informed and will be notified" and when the issue is pressed or my insatisfaction expressed then the chat rep. becomes rude and the chat turns into an argument. They do not seem to realise that thier technical issue is not the customers problem. I have kept every chat and screen shot of my account. I am sending just the screen shot of this pending funds. Do not hesitate to contact me for more information. Please assist me with this situation.

Resolved

$1,500

No payment, no information

Hi,

It has been three weeks since I made a withdrawal on 1.000 Euro from Prime Slots. No money recieved, and they consistently refuse to answer any of my emails.

If the casino was willing to answer my inquirys I believe this easily could have been solved in direct dialogue - but when they do not answer any emails, I kindly ask for your assistance to solve this.

Please see the attached screenshots from emails. My apologies for some of this being in Norwegian.

Resolved

€1,000

Non payment of cashout

My winning on March 9th were mistakenly sent by the casino to a pre-paid credit card. After weeks of hassle and waiting the funds were re-deposited into my account. I sent any and all information and bank forms to make a wire transfer. This was confirmed to have been done on April 15th. It was supposed to be 3-5 days and now it is changed to 6-8 days. Today is the 9th day and still no funds. I am told today that "it is being investigated" the same information that I get now for the past 2 months. I am really fed up can you please assist me? I can provide you with any and all emails, chat print-outs etc. Thank you

Resolved

$1,000

Withdrawal being delayed

I had deposited without any bonus involved, i tried to do a withdrawal on the 20 Jan 2015 at 11:00hrs and also received an email from them that the withdrawal would be processed within 48 hours. However, earlier at 22 Jan 2015 at 18:00hrs i spoke to the livechat and tried to sought help, however, i was only replied that i just had to wait and it was supposed to be 48 business hours. From my knowledge the email was never mentioned about this business hours things and even so currently is a thursday meaning that past 2 days was also business days. I am hoping to sought some help though my withdrawal was only 100euro but i had deposited my own money as well. Can anyone render some assistance? Thank you.

Resolved

€100

Withdrawal request not being processed

I have asked for my £303 winnings to be withdrawn and this has stayed as request pending for 6 days now. I have sent a few emails over the last couple of days asking why it has not changed to pending and my emails get ignored. Uk phone number is constantly engaged, live chat does not exist so the only option is to email, with no replies. Have I been scammed and will I ever see my money??

Resolved

Bonus rules

I joined this site & was given £5 free trial, which I played & lost. I then went on to deposit £10 + £10 bonus, which I played & won. I tried to withdraw winnings & was told you must wager 20 times the bonus before you can withdraw. I carried on playing & after wagering £206 tried to withdraw again. was told sorry you must play 20 times the free £5. I again played, taking into account, I had played & won with the free £5 around £28, before I lost the lot. So I played another £70 & tried to withdraw, only to be told winnings from the free £5 do not count towards wagering, but you still need to play 20 times the free £5 before you can withdraw. this can not be right, surely. It means that if you deposit £10 & get the £10 bonus, plus the free £5 trial, that you need to wager £300 before you can withdraw. Unbelievable

Resolved