Dear, I opened an account with the email address [removed by www.kpvfaw.com admin]

I received a 100 FS bonus and had to unlock the winnings through further play.

I won 4360 RSD when the bonus was unlocked, I was able to withdraw it, but first I had to verify my current account for the withdrawal, which I successfully did through their agents and I withdrew 4000 RSD and left 360 RSD for further play.

From that 360 RSD, I won another 4000 RSD on the Froggy Dice game, but I logged into the account through another phone because I have two, so one of them ran out.

After that, my account was suspended for a short time for an unknown reason and all my winnings of 7900 RSD were taken away from me.

The Primobet betting agent told me that the winnings were greater than the bonus amount.

If that is so, then they should have taken their 4000 that they gave me by mistake and left the first 4000 RSD that I got by unlocking the bonus in the account. The reason is that they say that I created a duplicate account, which is not true at all, I have only one account open with them. After corresponding with them, my account was reactivated but without any profit.

I think I am entitled to that first 4000 RSD, please help me in this case. Thank you in advance ??

Sorry for the long message.

Dear goticmarko353,

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

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

• Do I understand correctly the initial 4000 RSD reached your bank account?
• Could you please share more information regarding the promotion you participated in? Share a screenshot or a link to the rules of the bonus.
• Could you please share with me your communication with the casino regarding the confiscation of your winnings? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear Thomas,

No, the first 4000 RSD that I received by unlocking the bonus did not reach the current account, it was rejected, it was returned to the game balance.

After that, I continued to play and reached RSD 7900, which they took away from me, i.e. confiscated, saying that my account was a duplicate and that's why they decided to take away my winnings.

This is a promotion of getting 100 FS for successful registration and account verification, the winnings from those 100 FS need to be unlocked by further playing... I had to unlock up to 14,600 RSD by playing, which I successfully did. When the bonus was unlocked, 4000 RSD remained as winnings

Have you contacted Primobet?

Thanks for your reply.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you made any deposits in the casino?

Greetings

Yes, my sister-in-law placed an order before me, but they didn't block her order, they approved the payment to her checking account.

Yes, I am verified.

I didn't pay a deposit, my sister-in-law also didn't pay a deposit but they approved her payment.

Thanks for the explanation.

Could you please advise whether your sister-in-law benefited from bonuses in the casino?

Have you played using your own devices or phones exclusively in this online casino?

Have you made deposits to the casino?

Has your sister-in-law made deposits in the casino?

Yes, she had. She unlocked the bonus and withdrew 1000 dinars

I played online, on my phone and so did my sister-in-law

I didn't pay the deposit.

The sister-in-law didn't make a deposit, she just unlocked the bonus, verified the current account and withdrew 1000 dinars.

Thanks for your patience.

You wrote

Od tih 360 RSD sam na igri Froggy Dice osvojio jo? 4000 RSD ali sam se ulogovao na nalog preko drugog telefona jer imam dva pa mi se jedan ispraznio.

Did you and your sister-in-law log in from the same device to play in the casino?

Yes, we logged in through the same device but she's fine, they accepted her payment

Thanks for your reply and confirmation.

Please understand that if you use 2 accounts from a single device the casino will assert multiple accounts have been created and will act accordingly. If you logged in through the same device and benefited from bonuses there is no room for us to argue you haven't created multiple accounts in the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.