burger icon
Prima Play United Kingdom
Log In

Contact Us

Contact Prima Play at primaplay.bet

Players from the United Kingdom can contact the customer support team for Prima Play on the Prima Play platform operated at primaplay.bet. Support is available for questions about your account, bonuses, technical issues, and responsible gambling tools, subject to the legal limitations and regulatory status described on this page.

How to Reach Our Support Team

  • Support email (primary channel): You can contact us by email at [email protected]. This is the main support address for Prima Play players on primaplay.bet as of 2025.
  • Online contact form: You may submit your query directly through the contact form provided on this page. This sends your request securely to our support system.
  • Live chat: Live chat support is available 24/7 via the Prima Play website interface. Exact chat widget placement or URL may vary, but it is generally accessible from the main lobby or help section once you are logged in.
  • No telephone support numbers listed: At this time, no specific telephone numbers for customer, office, sales, or branch support are published in the current materials. If phone support is available, the number will be displayed directly within your account environment at primaplay.bet.

Online Contact Form

You can use the form below if you prefer not to leave the page or if you are contacting us from a shared or restricted device. Please provide accurate contact details and a clear description of your request so that we can respond efficiently and securely.

If you need assistance, feel free to reach out through our contact form. Provide your name, email address, and a brief description of your request, and our team will get back to you promptly.

We aim to reply to all inquiries within one business day. For faster support, you can use our live chat feature or call us directly. Our team is available 24/7 to ensure your questions are addressed without delay.

Response Times and Service Standards

  • Target response time: The support team aims to respond to standard enquiries submitted by email or contact form within one business day. During periods of high volume, response times may be longer, but we will make reasonable efforts to address your request as quickly as practicable.
  • 24/7 operational availability: Live chat is designed to operate 24 hours a day, 7 days a week, including weekends and public holidays in 2025. If live chat is temporarily unavailable due to technical maintenance, you may use email or the contact form and we will respond as soon as service is restored.
  • Verification and security: For your protection, support agents may ask you to confirm certain account details or provide additional information before actioning sensitive requests (such as payment queries, account restrictions, or personal data changes). Do not share your password or full payment card details through chat, email, or the contact form.

What We Can Assist You With

  • Account and technical support: Help with registration, login issues, verification, deposits, withdrawals, game performance, and general platform navigation for Prima Play players using primaplay.bet.
  • Bonuses and promotions: Clarification of bonus eligibility, wagering requirements, time limits, and other promotional terms as set out in the applicable Terms and Conditions on our legal pages.
  • Responsible gambling tools: Information on setting limits, taking breaks, or self-excluding from the Prima Play platform, subject to the technical tools available in the offshore environment in which the casino operates.
  • Complaints and disputes: Registration of informal complaints, escalation of formal complaints, and guidance on using the relevant dispute mediation channel related to game fairness (Central Dispute System - CDS).

Complaints and Dispute Resolution

  1. Step 1 - Contact support: If you have a complaint (for example about a bonus, payment, or game outcome), first contact our support team via live chat, the contact form, or at [email protected]. Clearly describe the issue, the game or transaction involved, relevant dates, and any supporting screenshots. We will review your case and aim to provide an initial response within a reasonable timeframe.
  2. Step 2 - Formal complaint escalation: If you are not satisfied with the initial response, you may request that your case be treated as a formal complaint. Mark your email subject line as "Formal complaint - Prima Play" and provide a concise summary of what outcome you consider fair. Your complaint will be escalated to a more senior team member or specialist department for further review.
  3. Step 3 - Game fairness disputes via CDS: For disputes specifically related to game fairness or technical game performance on Real Time Gaming (RTG) software that cannot be resolved internally, you may be directed to the Central Dispute System (CDS) at https://centraldisputesystem.com/. CDS is an RTG-affiliated dispute mediation service, not a government regulator or UK-approved Alternative Dispute Resolution (ADR) provider. Decisions or recommendations by CDS do not replace any rights you may have under applicable law but form part of the operator's internal dispute-handling process.
  4. Limitations of the dispute process: Because Prima Play operates as an offshore Non-GamStop casino and is not licensed by the UK Gambling Commission (UKGC), there is no access to UKGC-approved ADR services or UK statutory gambling protections. Neither our internal complaints process nor CDS provides the same level of remedy or enforcement as a UK-regulated operator. You should take this into account before choosing to play or continue playing.

Important Information for UK Players

  • Offshore, non-UKGC status: The service provided to Prima Play players is offered from an offshore jurisdiction historically linked to a Curaçao eGaming sub-licence. The exact current licence details and validator are not publicly displayed, and the site is explicitly described as unregulated in the United Kingdom. The UK Gambling Commission does not regulate or oversee this operator.
  • Non-GamStop operator: Prima Play, as accessed via primaplay.bet, does not participate in the UK GamStop self-exclusion scheme. Self-exclusions set through GamStop will not automatically apply to your activity on this site. If you need to exclude yourself here, you must request and confirm a self-exclusion directly with us using the contact channels set out on this page.
  • Limited UK consumer protections: Because the operator is not regulated by UK authorities, you do not benefit from the full range of British consumer and gambling protections normally applicable to UKGC-licensed operators. In the event of a dispute, you generally rely on our internal procedures and any offshore mediation services we use, rather than UK statutory mechanisms.
  • Player responsibility and local law: You are responsible for ensuring that you are legally permitted to access offshore online gambling services from your location and that you comply with any tax or reporting obligations that may apply. The information on this contact page is for general support purposes only and does not constitute legal or tax advice.

Responsible Gambling and External Support

  • Entertainment only: Gambling should be viewed as a form of entertainment and not a way to make money. Only play with funds you can afford to lose, and monitor your activity regularly.
  • Contacting us about limits: If you are concerned about your gambling behaviour, you can contact the support team via live chat, email, or the contact form to ask about setting limits, taking a break, or self-excluding from Prima Play on primaplay.bet.
  • Independent UK help organisations: As a UK player, you may also wish to contact independent support organisations such as BeGambleAware (begambleaware.org) or other UK-based counselling and support services. These organisations are independent of Prima Play and can offer confidential advice and assistance.

Personal Data, Privacy and Cookies

  • Use of your contact details: When you contact us by email, live chat, or via the contact form, we will use the information you provide (such as your email address, username, and any details in your message) to identify your account, understand your request, and respond appropriately. Please avoid sending sensitive personal data that is not necessary for handling your enquiry.
  • Privacy policy and data rights: The processing of your personal data is governed by our Privacy Policy and Cookies Policy, which are currently published at https://primaplay.eu/privacy-policy/. By contacting support, you acknowledge that your data will be processed in line with those policies as updated from time to time.
  • Accuracy and security: You are responsible for ensuring that the contact information you provide is accurate and that you have secure access to the email account or messenger details you submit. We may send important notices or responses to those details, so please keep them up to date in your Prima Play account profile.

Last updated: This contact information and regulatory notice for Prima Play on primaplay.bet is prepared for UK players and reflects the operational and regulatory position as understood in 2025. Availability of channels, response times, and regulatory status may change, and the most current information will ordinarily be displayed on the website.