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I hereby file a complaint against the Primobet betting platform (https//primobet.bet) due to the temporary blocking of my account and the non-payment of the requested withdrawal.

On October 9, 2025, I made a withdrawal request for 7,253.50 relating to my results from my deposit of 5,000, and the amount has not been credited to my account.

I've tried to contact support but no one will answer me! Immediately after the withdrawal request, my platform account was temporarily blocked for no reason.

VEnho por meio deste registrar denúncia contra a plataforma de apostas Primobet (https//primobet.bet) em razão do bloqueio temporário da minha conta e do não pagamento do saque solicitado.

No dia 09/10/2025 realizei um pedido de saque no valor de 7.253,50 referente ao meus resultados que tive com meu depósito feito de 5.000, e o valor não foi creditado em minha conta.

Ja tentei entrar com suporte mas ninguém me responde! Logo após o pedido do saque minha conta da plataforma foi temporariamente bloqueada sem ter motivo algum.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Primo Bet (https://primobet.bet).

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Did I identify correctly from the screenshots that your R$7,253 payout appears as complete in the casino's system?
• Could you please share with me your attempts at communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Thiago8989,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I completed my registration and validated my account at primobet.bet with all my documents and a selfie, about 5 days before I deposited the 5,000 reais.

And I didn't even get a bonus from the house! An important detail: after registering, I deposited and withdrew a minimum amount (to test the house) and had no problems. Seeing that I didn't have any problems, I deposited an amount of 5,000 reais. The goal of the balance was to play online casino (roulette), so with an initial balance of 5,000 I got to 7,253.50 playing roulette to get to that amount.

Then, when I requested the withdrawal, the amount was blocked (in the process of being withdrawn). I contacted the support in the chat and by e-mail and I haven't had any answers from Primobet.

The withdrawal was made on 09/10/2025 and to this day I have had no response.

Conclui meu cadastro valedei minha conta na primobet.bet com documentos com selfie tudo certinho, cerca de uns 5 dias antes de ter depósitado o valor de 5.000 reais.

E não peguei nem um bônus oferecido pela casa! Um detalhe importante depois do cadastro eu depositei e saquei um valor mínimo ( pra testar a casa) e não tive nem um problema. Vendo que não tive problemas foi ai que depositei o valor auto de 5.000 reais, o objetivo de saldo era pra jogar cassino on-line (roleta) , então com saudo inicial de 5.000 fiu pra 7.253,50 jogando roleta pra chegar nessa valor foi feitas varias jogadas cerca de uns 3 dias.

Então quando solicitei o saque o valor foi pra saudo bloqueado ( em processamento de saque) entrei em contato pelo suporte dentro do chat e pelo e-mail e não tive nem uma respostas da primobet.

O saque foi realizado no dia 09/10/2025 até hoje não tive nem uma respostas.

And recently my account was deactivated on the platform for no reason (temporarily indispensable account).

I'll forward the screenshots to the e-mail address provided.

E recentemente minha conta foi desativada na plataforma sem ter motivo algum ( conta temporariamente indispensável).

Ja irei encaminhar os prints para o e-mail indicado ok .

those are emails sent with no reply! I've sent several emails asking for help and nothing.

this one is from the chat inside the platform

esses é e-mail enviado sem resposta! Ja envie vários e-mails pedindo ajuda e nada.

esse é do chat dentro da plataforma

Dear Thiago8989

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Thiago8989,

I am sorry to hear about your problem with PrimoBet Casino.

I will now try to contact a PrimoBet Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a PrimoBet Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

dear Igor to make it easier for you I'll send you their support e-mail, which they answer only when I don't

Primobetoficial@gmail.com

caro Igor pra facilitar vou mandar o e-mail de suporte deles, por esse e-mail eles respondem só eu eles não respondem

Primobetoficial@gmail.com

I managed to get in touch with a PrimoBet Casino representative via the email provided by the player.

They informed me that they would like to participate in resolving this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you very much Igor

The representative wants to solve the problem but has not solved anything so far, my primo bet account is still blocked temporarily indispensable and no sign of my money.

Muito obrigado Igor

O representante quer resolver o problema mas não resolvel nada até o momento, minha conta da primo bet ainda continua bloqueada temporáriamente indispensável e nem sinal do meu dinheiro.

Dear Thiago8989,

I have repeatedly tried to contact PrimoBet Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor