Complaint #32 Prime Slots Casino

Non payment on my withdrawal

By Smills26

4 years ago

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.

Disputed Casino Prime Slots Casino

Reason Delayed payment

Amount £1101

Discussion

AskGamblers

• Support Team

3 years ago

Dear @Smills26,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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.

Thanks in advance for your cooperation.

Prime Slots Casino

• Representative

3 years ago

Hi There,

After an investigation of this case, I can see that when you requested this withdrawal, we needed your bank details to process the withdrawal.

You sent these over and the withdrawal was originally processed, however, you then reported the withdrawal as missing and to investigate it, we needed a bank statement from you, which we requested multiple times up until the beginning of June when you provided it, and it was passed to our payments team for investigation.

After this investigation, it was concluded that the bank had rejected the withdrawal without any reason, so the funds were sent back to us, therefore, the withdrawal was processed again on the 7th of June.

On 22nd June, the funds were once again returned to us as we had the incorrect bank details, so we contacted you and asked you to provide the correct details in order to complete the withdrawal, we then advised you on the 28th of June that you had missed the SWIFT/BIC code from these details and we needed this to complete the withdrawal.

On 4th July, you contacted us again to chase the withdrawal, at which point we had not received the SWIFT/BIC code so this was requested again.

You sent over the missing code on 11th July, and on the 14th of July, you were advised you had again provided incorrect bank details and we requested to check them and send them again.

On 19th July, you did send the new bank details, however, it appears that due to a glitch, the new bank details were missed by us.

You never contacted us again after this; however, you raised a complaint here on 11th August and then contacted us again on 15th August to ask about the funds. As we were not aware of this glitch at the time, we replied and asked again for the correct bank details and we never received a response from you after this time.

I began investigating this case and found the missing bank details, I escalated this to our payments team who processed his withdrawal on 7th June 2023 to the newest bank details you sent to us.

We have contacted you by email at your registered email address to advise the missing funds have been processed, however, there has been no response to this email to this date. Transfers by wire transfer take 2-7 business days to reach the bank, so, if the withdrawal was indeed successful this time, you should now have received your missing funds.

We are extremely sorry that this issue has taken this long to be resolved and we do hope you have now received these funds, if you could confirm these have indeed been received, it would be much appreciated.

Thank you for your patience and understanding.

AskGamblers

• Support Team

3 years ago

Dear all,

This complaint has been reopened as per Prime Slots Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

4 years ago

Dear Prime Slots Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

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

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.

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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

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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.
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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.

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