Ignoring me and my thousand pounds win

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

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.

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.

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.

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

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.