PrimeBetz Casino - Os ganhos do jogador foram confiscados.

Dear CasinoGuru,

I am reaching out to request your help regarding a recent disappointing experience with PrimeBetz casino.

I have been playing at PrimeBetz casino for a while and until this incident I had no problems. They paid quickly all the withdrawals and answered to all of my requests. However, on 8.4.2025 they were advertising through email and on-site ads the usual 90% bonus they have almost daily which has been my way of relaxing for quite sometime. This time they just decided to not pay out the winnings.

I have played at their site by following the rules and terms and conditions. I have played within the limits of their bonus terms´, still they decided to claim that I have somehow broken the rules which they refuse to elaborate any further, even when I have tried to contact them again. They gave back the initial deposit of 200€ but took my winnings worth of 2390€ (the withdrawal was 2590€ in total).

I respectfully ask CasinoGuru to help resolve this matter. I have acted in good faith, followed the rules, and I am now being penalized without any transparency. I believe this is not right. Thank you for your support and for defending players’ rights.

ps. Their explanation email is attached to the complaint.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PrimeBetz Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)
• Is this the bonus you activated and played? https://primebetz.com/en/promotions/reload-cash-mania Are the rules currently the same as they were in April?
• Have you placed bets under the maximum bet limit (5€) only?

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

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Hello!

What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)

• I played Kluster Krystals Megaclusters and the win was with the real money part (their bonuses are non-sticky bonuses).

Is this the bonus you activated and played? https://primebetz.com/en/promotions/reload-cash-mania Are the rules currently the same as they were in April?

• Yes, it is this bonus bonus. I would guess the rules are the same, however, this specific deposit was made on June so it shouldn't really matter what they were in April.

Have you placed bets under the maximum bet limit (5€) only?

• Yes, I have only placed bets according to the maximum bet limit.

Best regards

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello zaimeking, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the bonus play. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of PrimeBetz Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s bonus play has been found violating the terms and conditions? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi zaimeking and Matej,

We have reviewed this complaint and stand by our decision according to the breach of our Bonus Terms and Conditions-

1.23. We reserve the right to audit your game play/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

We can share our internal data with the regulatory authorities.

Dear PrimeBetz Casino, thank you for the clarification of the issue. Could you please send me the details of the T&C violation to my e-mail at matej.l@casino.guru so I can confirm your statement? Thank you very much.

Unfortunately, the casino has not sent me any evidence regarding their previous statement. I am still waiting for the next reply, after that I will update you on the current status in this thread.

Dear zaimeking,

I have been in contact with the casino representative via e-mails, trying to get the evidence that would support their claim of you breaching the bonus Terms & Condition. Unfortunately, I was not able to persuade them to facilitate any kind of proof against you, and they confirmed any evidence would be shared only with the Gaming Authority. Because of this, I am unable to verify their claim and therefore it is impossible to mediate further. Next, I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Kahnawake Gaming Authority and submit a complaint with them. To do this, please go to the https://gamingcommission.ca/interactive-gaming/complaints/ and submit the complaint via online form, or alternatively send them an e-mail directly at complaints@gamingcommission.ca. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej