Resolved Prime Slots voided ~ 1300€ because of two different Bonus T&C´s !

casinokoenig

Full Member
PABnoaccred
PABnononaccred3
Joined
Aug 13, 2006
Location
neverland
Hi Comunity !

I deposited 200€ at primeslots.com and received the 100 % Bonus. After that i went to live Chat to confirm the T&C´s for the Bonus (i saved the full Chat log) but the most important part was the game contribution towards wagering for the Bonus:

...
Gesa : bonus code leave blank

You: all clear

Gesa : The wagering requirements of the bonuses is different for various games . A
lle games count 100% to your sales conditions , except for the games listed below :
All versions of Blackjack and Video Poker are only rated at 10 % and all Netent games count 50% .
All versions of Roulette, QuickPlay , Hi Lo Fever , Baccarat and 3 Card Poker do not count as Umsatzbedingnungen .

You : okay

...


After that i started playing and played Slots and Video Poker only and ran my Balance up to ~2200 € at one Point but after Meeting the wagering requirements my Balance was ~ 1300 €.

I requested a cashout.

After i ve sent in my documents and one week passed i receveid an email that my winnings got voided because i ve played non allowed games (?!)

When i checked my Balance it was reset to my Initial deposit of 200 €.

I instantly went to live Chat (i knew i did NOT Play any forbidden games so i was kinda curious) to hear this (scroll down if ist a tldr for you) :

translated w. Google translate since Chat was in German language.




Martina : Please give me a few minutes to me to look at your account.

Martina: I see a note by the finance department in your account

You : yes ?

Martina: namely, the payment was canceled

Martina: and rejected

You: what do you mean ?

Martina: I see you tried to deposit with a credit card , please verify all the details you Entered as well as the type of card you used and try again . Please tell me if that works ?

You : ?

Martina: me those winnings are cashable , which is played with bonus money in games include the bonus to implement the

Martina : (please ignore the top in English )

You: do you speak english ?

You : is it better for you in english ?

Martina: No it's all right

You: so I've yet played only allowed to play

Martina: yes, but apparently you have played games that counts not to implement

Martina: and these gains are not redeemable for cash


You: but what game exactly?

You : I do not understand

You : I played slots and video poker


Nothing else : you

You : both is yes or allowed ?

Martina: yes video poker would be a

Martina : slots counts 50 %

You: they can me the bonus conditions Please say it again

You : I thought video poker counts 10% ?


Martina: I'm sorry, yes, exactly 10%
You: you are!

You : I played no forbidden games

You: when I read the video poker only 10% of sales counts I have played slots because the establishment include 100%


Martina: unfortunately I can not see what games you have played

Martina: I run only on what I see from the finance department

Martina : You have no email received from you ?

You: then please contact the finance department

Martina : yes, if you want I can pass something ? So you want to know the different games that you should have played ?

You: yes

You : I want to know exactly which play was not allowed

Martina: okay I 'm going to pass so

You: yes, thank you

You: what games are for PRINCIPLE excluded from the sales ?

Martina :: All versions of Blackjack & all versions of Video Poker count 10 % and all Netent games count 50% to your sales conditions. All versions of Roulette, Magic Spinner , QuickPlay , Hi Lo Fever , Baccarat and 3 Card Poker do not count as sales conditions.

You : na they see

You: and I have not played 100 %

You: and where are my winnings ?

Martina: he following bets are not among our men wagering requirements : Blackjack , Video Poker , Roulette, Magic Spinner , QuickPlay , Hi Lo Fever , Baccarat and 3 Card Poke . Should the bonus have been set in one of the above games , we reserve the right to deduct from this payment .

You: are the two different versions ?

You : once videopoker 10% once not allowed ?


Martina: No, that is in our policy

You: yes, but what are you doing ?

You: what is true now ?

Martina: because previous one was number 4 and it was the second

Martina: number 5

You: so they will surely confirm that this is very contradictory !

You: which rule now applies to the welcome bonus ?

You : I 've also read that with 10%

Martina: I watch more closely at the Moment Please

You: that's surely a joke

Martina: I understand that but contradictory is the difference between the two would be that it does not implement the 2nd killed but ultimately that we reserve the right to deduct the payment

You : So I will not let me offer

You: then you should be banned altogether these games either 10% or establishment include

Martina: you have accepted the policy and read through

Martina: I do have to feel sorry to inform you that I unfortunately can not do anything in this situation

You : I 'm going to make this case in should this be the last word of primeslots.com

You : I think it's a very dodgy way of doing business

You: and before that I would like to warn other people

Martina: understand that this seems a little incomprehensible to you
...



So basically in this Chat i get confirmed the rules of the Bonus (Video Poker Counts 10%) but now there is a 2nd Clause that says Video Poker is a not allowed game (?!).

A casino is supposed to make clear rules so that i as a player know what i can do and what not , in this case the casino should decide on ONE of the rules , like if i knew it was a slots only bonus i still would have played but obv. only slots. But saying first Video Poker is an allowed game allthough only counting 10 % wich makes it very hard to clear the bonus w. VP and THEN voiding winnings by basically saying only Slots allowed is simply unacceptable.

Cliffs:
Deposited 200 received 200 Bonus got Bonus Terms confirmed in Chat.
After Meeting WR Casino voids winnings and Claims i played non allowed games and Points to a different clause elsewhere in the General T&C where Video poker is a non allowed game.
This Post should be a warning to other Players about primeslots.com.
They have TWO different Versions of T&C´s for their Sign up Bonus where one says Video Poker Counts 10 % and the other says Video Poker is not allowed and winnings will be voided.
 
Last edited:

coxwel

Senior Member
PABnononaccred
Joined
Feb 11, 2009
Location
germany
This is a pretty fu**ed up situation. I remember there was a thread where the problem with their double (hidden) t&c´s was discussed and they got busted out for hiding it on purpose, you can review this here

I think this is totally unacceptable and you should file a PAB if possible (i see on you already filed 2 pabs), hope the best for you and would clearly stay away from these guys as it seems they play foul tricks.

cheers
coxwel
 
Last edited:

spoton

Senior Member
webmeister
Joined
Dec 28, 2011
Location
Right behind you
Reading their TOS in Norwegian it is a bit contradictory, and not well translated but it does state that video poker doesen't count. But if the live chat rep told you otherwise, they should cough up.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
The previous issue was that they deliberately hid the term about NetEnt only counting 50%. This time, they admit this straight away, but then mislead the player AGAIN with a different lie that Video Poker counts 10%. This is a perfectly reasonable weighting to give Video Poker since the edge is about 10% of that of slots, so players are not going to think it might be wrong, as they might were CS to tell them that Video Poker also counts 100%.

They are already in the pit for the previous stunt, and we had the rep trying to defend a hopeless cause, but promising the issues would be addressed. Now something else dodgy has happened, this time CS giving out the wrong information, and the casino refusing to stand by the information given out by one of it's employees, thus making the player pay for their own mistake.

Perhaps this is the way they intentionally do business, rather than these incidents being isolated mistakes. Two different rogue tricks, so players have to wonder what the third, even the fourth, one is, or just avoid the problem by playing elsewhere.

Maybe there are a couple of excluded SLOTS that they are being coy about mentioning, but will surely mention if it means an opportunity to confiscate a win.
 

Prime Gaming

Dormant account
Joined
Apr 6, 2014
Location
Tel Aviv
Hi,

thank you for all the details. We take this serious and will look in to it. We get back to you as soon as possible.

Regards
Prime Partners


Hi Comunity !

I deposited 200€ at primeslots.com and received the 100 % Bonus. After that i went to live Chat to confirm the T&C´s for the Bonus (i saved the full Chat log) but the most important part was the game contribution towards wagering for the Bonus:

...
Gesa : bonus code leave blank

You: all clear

Gesa : The wagering requirements of the bonuses is different for various games . A
lle games count 100% to your sales conditions , except for the games listed below :
All versions of Blackjack and Video Poker are only rated at 10 % and all Netent games count 50% .
All versions of Roulette, QuickPlay , Hi Lo Fever , Baccarat and 3 Card Poker do not count as Umsatzbedingnungen .

You : okay

...


After that i started playing and played Slots and Video Poker only and ran my Balance up to ~2200 € at one Point but after Meeting the wagering requirements my Balance was ~ 1300 €.

I requested a cashout.

After i ve sent in my documents and one week passed i receveid an email that my winnings got voided because i ve played non allowed games (?!)

When i checked my Balance it was reset to my Initial deposit of 200 €.

I instantly went to live Chat (i knew i did NOT Play any forbidden games so i was kinda curious) to hear this (scroll down if ist a tldr for you) :

translated w. Google translate since Chat was in German language.




Martina : Please give me a few minutes to me to look at your account.

Martina: I see a note by the finance department in your account

You : yes ?

Martina: namely, the payment was canceled

Martina: and rejected

You: what do you mean ?

Martina: I see you tried to deposit with a credit card , please verify all the details you Entered as well as the type of card you used and try again . Please tell me if that works ?

You : ?

Martina: me those winnings are cashable , which is played with bonus money in games include the bonus to implement the

Martina : (please ignore the top in English )

You: do you speak english ?

You : is it better for you in english ?

Martina: No it's all right

You: so I've yet played only allowed to play

Martina: yes, but apparently you have played games that counts not to implement

Martina: and these gains are not redeemable for cash


You: but what game exactly?

You : I do not understand

You : I played slots and video poker


Nothing else : you

You : both is yes or allowed ?

Martina: yes video poker would be a

Martina : slots counts 50 %

You: they can me the bonus conditions Please say it again

You : I thought video poker counts 10% ?


Martina: I'm sorry, yes, exactly 10%
You: you are!

You : I played no forbidden games

You: when I read the video poker only 10% of sales counts I have played slots because the establishment include 100%


Martina: unfortunately I can not see what games you have played

Martina: I run only on what I see from the finance department

Martina : You have no email received from you ?

You: then please contact the finance department

Martina : yes, if you want I can pass something ? So you want to know the different games that you should have played ?

You: yes

You : I want to know exactly which play was not allowed

Martina: okay I 'm going to pass so

You: yes, thank you

You: what games are for PRINCIPLE excluded from the sales ?

Martina :: All versions of Blackjack & all versions of Video Poker count 10 % and all Netent games count 50% to your sales conditions. All versions of Roulette, Magic Spinner , QuickPlay , Hi Lo Fever , Baccarat and 3 Card Poker do not count as sales conditions.

You : na they see

You: and I have not played 100 %

You: and where are my winnings ?

Martina: he following bets are not among our men wagering requirements : Blackjack , Video Poker , Roulette, Magic Spinner , QuickPlay , Hi Lo Fever , Baccarat and 3 Card Poke . Should the bonus have been set in one of the above games , we reserve the right to deduct from this payment .

You: are the two different versions ?

You : once videopoker 10% once not allowed ?


Martina: No, that is in our policy

You: yes, but what are you doing ?

You: what is true now ?

Martina: because previous one was number 4 and it was the second

Martina: number 5

You: so they will surely confirm that this is very contradictory !

You: which rule now applies to the welcome bonus ?

You : I 've also read that with 10%

Martina: I watch more closely at the Moment Please

You: that's surely a joke

Martina: I understand that but contradictory is the difference between the two would be that it does not implement the 2nd killed but ultimately that we reserve the right to deduct the payment

You : So I will not let me offer

You: then you should be banned altogether these games either 10% or establishment include

Martina: you have accepted the policy and read through

Martina: I do have to feel sorry to inform you that I unfortunately can not do anything in this situation

You : I 'm going to make this case in should this be the last word of primeslots.com

You : I think it's a very dodgy way of doing business

You: and before that I would like to warn other people

Martina: understand that this seems a little incomprehensible to you
...



So basically in this Chat i get confirmed the rules of the Bonus (Video Poker Counts 10%) but now there is a 2nd Clause that says Video Poker is a not allowed game (?!).

A casino is supposed to make clear rules so that i as a player know what i can do and what not , in this case the casino should decide on ONE of the rules , like if i knew it was a slots only bonus i still would have played but obv. only slots. But saying first Video Poker is an allowed game allthough only counting 10 % wich makes it very hard to clear the bonus w. VP and THEN voiding winnings by basically saying only Slots allowed is simply unacceptable.

Cliffs:
Deposited 200 received 200 Bonus got Bonus Terms confirmed in Chat.
After Meeting WR Casino voids winnings and Claims i played non allowed games and Points to a different clause elsewhere in the General T&C where Video poker is a non allowed game.
This Post should be a warning to other Players about primeslots.com.
They have TWO different Versions of T&C´s for their Sign up Bonus where one says Video Poker Counts 10 % and the other says Video Poker is not allowed and winnings will be voided.
 

wigan rl

Full Member
Joined
Jul 22, 2011
Location
Wigan
It's all well and good the rep sorting a few issues out here but it's only the ones we hear about!

What about people who play there and don't post in places like here?

Prime rep- something really needs sorting out in your company asap it seems even cs don't even know what the t&c's are so how should we?
 

casinokoenig

Full Member
PABnoaccred
PABnononaccred3
Joined
Aug 13, 2006
Location
neverland
UPDATE!

After beeing in contact with the Primeslots Casino Rep here i received the followeing email fdrom Primeslots today:

Am 02.06.2014 16:34, schrieb Primeslots Customer Service:
>
>
> Dear xxxxx,
>
> We thank you for contacting us at Prime Slots. We are writing with reference to your recent cashout request.
>
> We have tried to call you but unfortunately without
> success.
>
> As a proof of goodwill , the management have decided to credit
> back to your balance the non valid winnings for an amount of 1,196.
>
> You have now in balance 1,396 Euro cashable.



Heres my response:

Hi

Wow this is great news - i appreciate that - a lot of anger and frustration just got washed away here!

And i really only can suggest that you either allow or not allow certain games like Video Poker (as i said both is fine as long as a player knows whats the rules and can act accordingly..)

As also mentioned in the Casinmeister Thread (wich i will update next) i as a player would have also accepted a Slots only Bonus allthough i love playing Video Poker and generallyr Bonuses that also allow table games and video poker etc.(and its fine if such games are weighted differently in regards of Bonuses turnover than others).
Most importantly is, as i said before- to be able clearly know whats the exact Bonus Rules (and reading those T&C´s in General is all other than fun as we know so no need to make it more painfull than necessary by having Bonus T&c´s on two differen places on the wesbite etc...)


I hope you will find a way to make thing clear for new players since i have to say at this point i overall enjoyed playing at Primeslots.com! I also liked the "Custom" Slots wich i didnt play before and also the look/feel of the Website in general!

Hope you can sort things out,wishing your company a bright future on the market.

Sincerelly,

xxx xxxxx


Well folks - thanks to all the posters participating in this thread - it really helps dealing with the anger/frustration/emotions.
Of course i also want to say thanks to the Meister(s) for running this website wich also helped so many others allready (players AND casino companies reputation)!

Also please change the thread title from rogish to somehing more apropriate - thank you!
 

dizze

Dormant account
Joined
Jul 21, 2013
Location
uk
Primeslots you need to fire your casino manager

An idiot who cant find a english/ norwegian speaking person and tell them that video poker is banned from bonus wagering, how hard could that possibly be.

Instead they go and rogue themselves

Idiots with a capital I
 

maxd

Complaints (PAB) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
one week has passed and im still waiting for a response in any form...

That may have been partly my fault. The casino had asked me to read this thread over and give them comments on it. I had said I would but that never happened, at least not soon enough to be useful to you (or them).

Apologies to those inconvenienced, glad to see it worked out in the end. :thumbsup:
 
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