Ag Awards

Prime Slots Casino - No payment, no information

Complaint Info
Disputed casino Prime Slots Casino
Reason Delayed payment
Amount € 1000
Posted on June 28, 2016


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.

Posted on June 29, 2016


In order for me to help with this I need
User name and email...

Prime Partners

Posted on June 29, 2016

Hi, my username is Kongjokke2. my emailadress is readable in the screenshots that are not shared with askgamblers but not shared public, do you have access to these documents?

Posted on June 29, 2016

You are also more than welcome to answer one of my several emails to support on this issue directly to me if you prefer, to sort out this issue.

Posted on July 5, 2016

Below is the response I have received:

Dear fb_10153665706765733

Congratulation again for your winnings!
In order to process with your payment request, we need your account to be verified.
As already requested via email, please send to accoun­tin­[email protected]­rim­esl­ a copy of your ID and Credit card used for depositing.
Rest assured that as soon as we get those documents, payment will be released same day.
Don t hesitate, to visit us on chat for further information.

Best regards …

Posted on July 5, 2016


Thankyou, the documents are now sent to your accounting emailadress. I have unfortunately not recieved this information earlier, as I have informed you repeatedly there may be a typing error in the registred email.

I look foreward to a quick solution to this:)


Posted on July 9, 2016

It has now been four days since i sent the documents, as requested. Still NO money and NO information.

In your last post you promised the money to be released the same day documents were sent.

I have now been talking to chat, they say payment is declined due to lack of documentation.

Can you PLEASE fix this now??!

Posted on July 13, 2016

After multiple emails sent requesting documents and attempt to reach the player, we finally reach him yesterday and ewplained over the phone the documents needed.
As soon as we get them payment will be processed.

With Regards,
Prime Gaming

Posted on July 13, 2016

Ok, i eill explain for the fifth or sixth time: You. Are. Not. Sending. Emails. To. The. Correct. Adress!

I sent my documents five days ago, but has not recieved any receipt or confirmation.

Posted on July 14, 2016

Hi, i have now again sent you the requested documents, but have not recieved any confirmation email. I check inbox and junk mail regularly. Can you please:

1) confirm my email adress in your system has been corrected (reading "" and not "")

2) conform if you have recieved the requested documents? They have been sent you on email 5. July and again 12. July.

Posted on July 14, 2016


I have sent the requested documents to accoun­tin­[email protected]­rim­esl­ as requested, on the 5th and 12th. I have not got any confirmation this has been recieved. The money has not been paid.

If you have trouble connecting my emails to the correct account, can you please provide an alternative emailadress to someone who can make sure the documents are processed correctly?

Posted on July 18, 2016


Do you have any update. Was this issue resolved?

Prime Gaming

Posted on July 18, 2016

Hi, this is not resolved, as i hope you can see on my account?

I have talked on phone and sent you the documents twice, still I have not got any email receipt or any communication at all from support, why is it so difficult to just communicate with me on email and solve this? It is close to six weeks, this is the worst customer experience i have had with any casino.

As requested in my previous post, can you please provide an email adress you are able to check and make sure a dialogue is established and my documents recieved properly?

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