PU Prime 

Reply from PU Prime

Feb 24, 2026

Dear Asri,

Thank you for taking the time to share your feedback. We take all client concerns seriously and remain committed to maintaining a fair, transparent, and secure trading environment.

As a regulated broker, PU Prime operates under strict confidentiality and compliance standards. For this reason, we are unable to discuss account-specific details in a public forum. Please be assured that all account reviews including withdrawal assessments and risk-related evaluations are conducted in strict accordance with the Client Services Agreement, applicable promotional terms where relevant, and regulatory requirements.

We acknowledge the concerns you have raised and would like to emphasize that any action taken on a client account follows clearly established internal policies and procedures. Each case undergoes a thorough and properly documented review to ensure consistency, accuracy, and full regulatory compliance.

If you require further clarification or believe your matter remains unresolved, our Trading Support Team can be reached at trading@puprime.com using your registered account details. For general follow-up, our Customer Care Team is available via Live Chat or at info@puprime.com.

PU Prime places strong emphasis on transparency, integrity, and professional communication, and we remain committed to addressing client concerns through the appropriate review process.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 24, 2026

Dear Mad,

Thank you for sharing your feedback.

We understand that experiencing disconnections and waiting in a queue while dealing with an active trade can be frustrating. During periods of high enquiry volume, wait times may be longer than usual, and in some situations, temporary connection interruptions may occur.

With regard to being advised to send an email, certain matters require escalation to the relevant department for detailed review, particularly when account-specific or technical verification is involved. This process ensures that cases are properly assessed using the necessary system records and logs rather than being handled solely via live chat.

Your comments regarding your support interaction have been noted and shared internally, as we continuously review our service standards and team performance.

If your issue remains unresolved, we encourage you to contact our Customer Care Team at info@puprime.com using your registered email address and include the details of your previous interaction so the relevant team can conduct a thorough follow-up.

Kind regards,
The PU Prime Team

Reply from PU Prime

Updated Feb 24, 2026

Dear Sila Mwanthi,

Thank you for sharing your feedback. We sincerely regret to hear about your experience and understand how stressful this situation must be, especially when you need access to your funds for important personal matters.

Please allow us to clarify that proof of address verification is conducted in accordance with regulatory and compliance requirements. Each account is reviewed individually, and documents are assessed based on specific criteria such as issue date, document type, full name match, address consistency, and document clarity. Even if another client has submitted a similar document type, verification outcomes may differ depending on individual account details and document compliance.

Kindly contact our Customer Care Team at info@puprime.com using your registered email address and include the documents you previously submitted. Our team will recheck your case, clearly explain the specific reason for any rejection, and guide you on the exact document requirements to complete your verification successfully.

We understand your urgency and remain committed to supporting you through the verification process so you can proceed with your withdrawal.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 24, 2026

Dear Tony anyaegbu,

We are sorry to hear about your concerns and understand how worrying this situation must have been for you.

Upon reviewing the withdrawal request in question, we can confirm that the transaction was processed successfully on our end and an ARN (Acquirer Reference Number) was generated. An ARN is issued only after the funds have been released and returned through the banking network. This reference number enables the receiving bank to trace and locate the funds within their system.

In some cases, when a bank initially advises that funds have not been received, it may be because the transaction is still pending internal allocation or requires manual tracing using the ARN. We strongly recommend providing the ARN to your bank’s card or payments department and requesting a formal trace investigation, as they are able to locate the funds using this reference.

If you are experiencing difficulty resolving this matter, we kindly encourage you to contact our Customer Care Team at info@puprime.com using your registered email address so the relevant team can verify your account and assist you accordingly.

Due to confidentiality and data protection obligations, we are unable to share account-specific details publicly. However, we remain fully committed to assisting you and ensuring the matter is properly clarified.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 24, 2026

Dear Galin Minchev,

Thank you for taking the time to share your feedback. We are sorry to hear about your experience and understand how concerning it must have been, particularly during a period of market decline.

We take any report regarding trade execution or platform functionality very seriously. While our support team may acknowledge receipt of a report or assist in escalating a case, all conclusions regarding alleged technical issues are determined following a detailed review by the relevant department. This review is conducted using server logs, execution records, and system data to objectively assess the conditions at the time in question.

Please note that if any scheduled maintenance is required, announcements are communicated in advance through our official channels so clients can make the necessary arrangements. Any temporary trading suspension or system safeguard is applied at the system level and affects all relevant instruments uniformly never selectively or with the intention of disadvantaging individual clients.

During periods of heightened market volatility, rapid price movements, reduced liquidity, or broader infrastructure strain may impact execution conditions across the industry. In certain circumstances, protective technical measures may also be applied to preserve pricing integrity and overall platform stability.

We understand you mentioned having screenshots of prior communication. Should you wish to have the matter reviewed again, we kindly invite you to contact our Trading Support Team at trading@puprime.com using your registered email address and include all relevant materials. Due to confidentiality and regulatory obligations, we are unable to discuss account-specific details publicly.

PU Prime remains committed to maintaining fair trading conditions, transparency, and continuous system improvements to support a stable and secure trading environment.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear Fazeel Abdullah,

Thank you for sharing your concerns.

We take allegations of this nature extremely seriously. PU Prime does not “freeze and steal” client funds, nor do we withdraw funds from client trading accounts without proper basis. As a regulated broker, we operate under strict compliance, audit, and client fund safeguarding requirements in accordance with the Client Services Agreement and applicable regulatory obligations.

As this review refers to a third party, we are unable to investigate without specific verified account details. We strongly encourage your friend to contact our official support channels directly at trading@puprime.com or info@puprime.com using their registered email address so the relevant department can conduct a formal review and provide clarification.

Due to confidentiality and data protection obligations, we cannot discuss account-specific matters publicly.

PU Prime remains committed to transparency, regulatory compliance, and maintaining a fair and secure trading environment for all clients.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear F A,

We take any allegations of fraud or fund misappropriation extremely seriously. PU Prime operates as a regulated broker and adheres to strict compliance, security, and client fund safeguarding standards, in full accordance with the Client Services Agreement and applicable regulatory obligations.

As your review refers to a third party rather than a verified account under your own name, we are unable to investigate the matter without specific account details. If the individual concerned believes an error has occurred, we strongly encourage them to contact our official support channels directly at info@puprime.com using their registered email address so that the relevant team can conduct a formal and thorough review.

Due to confidentiality and data protection obligations, we are unable to discuss account-specific matters in a public forum.

PU Prime remains committed to transparency, regulatory compliance, and maintaining a secure trading environment for all clients.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear Franklin B.W,

Thank you for taking the time to share your concerns. We understand how frustrating unusual price movements or platform behavior can feel, particularly during active trading.

PU Prime does not manipulate charts or selectively target client positions. The price feeds displayed on our platform are derived from external liquidity providers, and execution follows market-based pricing. Rapid price movements, especially during periods of high volatility or low liquidity, can cause charts to appear to “speed up,” or move sharply within a short period of time. This is a characteristic of real-time market conditions rather than manual intervention.

Additionally, position size relative to account equity naturally increases exposure to market fluctuations. Larger lot sizes on smaller balances can result in amplified price impact and faster margin depletion during volatile movements. This may create the impression of targeted activity, when in fact it is the effect of leverage and market volatility.

We take allegations of pricing or execution irregularities seriously. If you believe there were specific instances of abnormal behavior, we encourage you to contact our Trading Support Team at trading@puprime.com with the trade IDs, timestamps, and screenshots (if available). Our team can review server logs and execution records to provide a detailed clarification.

PU Prime remains committed to fair trading conditions, transparent execution, and regulatory compliance.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear Hugo K,

Thank you for sharing your feedback. We’re genuinely sorry to hear that your experience with our customer service did not meet your expectations.

We understand how frustrating it can be to wait for a response, especially when the matter appears straightforward. In some cases, inquiries may require escalation to a relevant department to ensure the information provided is accurate and compliant with internal procedures. However, we acknowledge that response times should remain reasonable and clearly communicated.

Your comments regarding delays and support quality are taken seriously, and we continuously review our service standards to improve efficiency and responsiveness.

As we are unable to review specific cases publicly, we kindly invite you to contact our Customer Care Team at info@puprime.com using your registered account details and reference any existing ticket number. We would appreciate the opportunity to look into your case and provide proper assistance.

PU Prime remains committed to delivering professional and reliable support to all clients.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear Ivan Mitov,

Thank you for sharing your feedback. We’re sorry to hear that your experience with the bonus credit has led to frustration, and we appreciate the opportunity to clarify.

Promotional bonus credit is provided under specific terms and conditions and is intended to support trading margin, not as withdrawable funds. The availability and usability of bonus credit may change depending on account equity, margin level, open positions, or if the account balance becomes negative. In certain situations, trading restrictions may be triggered in accordance with the promotion rules.

Requests to deposit additional funds are not mandatory requirements imposed arbitrarily, but may be suggested when margin levels fall below required thresholds to maintain open positions. These mechanisms are standard risk controls designed to protect both clients and overall account stability.

We understand that changes in available margin can feel unexpected if the promotion terms are not fully clear. For this reason, we encourage all clients to review the full bonus terms in the Promotions section of the Client Portal.

As we are unable to discuss account-specific details publicly, we kindly invite you to contact our Customer Care Team at info@puprime.com using your registered account details so the relevant team can review your case and provide a detailed explanation.

PU Prime remains committed to transparency, regulatory compliance, and maintaining fair trading conditions for all clients.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear Hxd Slavic,

Thank you for sharing your feedback. We’re sorry to hear about your experience and understand how frustrating this situation must feel.

PU Prime does not condone misleading communication or unresolved support requests. We also do not require clients to leave positive reviews in exchange for assistance. If this has been your experience, we would like the opportunity to review the matter.

Regarding affiliate links, certain changes or removals may require verification and must follow internal procedures for security and compliance purposes. However, you should receive clear and accurate communication regarding the status of your request.

As we are unable to review account-specific details publicly, we kindly ask you to contact our Customer Care Team at info@puprime.com using your registered email address and reference your previous correspondence or ticket numbers. If possible, please include screenshots so the relevant team can investigate thoroughly and provide a definitive resolution.

We take service quality seriously and appreciate the opportunity to address your concerns properly.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear David Gold,

Thank you for sharing your feedback. We understand your concerns regarding trading access during periods of heightened volatility and appreciate the opportunity to clarify.

From time to time, temporary interruptions may occur due to scheduled maintenance, system upgrades, liquidity provider connectivity matters, or unexpected technical factors. When maintenance is scheduled, announcements are published in advance through our official communication channels to ensure that clients are informed and able to make the necessary trading arrangements beforehand.

These measures are never implemented with the intention of disadvantaging clients or selectively impacting specific positions. Any temporary suspension of trading is applied at the system level and affects all relevant instruments uniformly.

During periods of extreme market volatility, rapid price movements, liquidity gaps, or broader infrastructure strain across the market can impact execution conditions industry-wide. In certain situations, technical safeguards may be applied to preserve pricing integrity, platform stability, and overall system security.

We understand how frustrating it can be to experience limited access while managing active positions. Please note that PU Prime does not selectively restrict trading based on exposure direction (long or short). Any interruption would apply across the board rather than targeting specific clients or positions.

If you would like a detailed review of the specific timeframe, including server logs and execution records related to your account, we kindly encourage you to contact our Trading Support Team at trading@puprime.com using your registered account details. Due to confidentiality obligations, we are unable to review account-specific information publicly.

PU Prime remains committed to maintaining fair trading conditions, operational transparency, and continuous system improvements to support a stable trading environment.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear Engr Inam Khan,

We understand your concern regarding the deposit order. Please note that cryptocurrency deposits must meet certain confirmation and network requirements before they can be credited to a trading account. In some cases, delays may occur due to network congestion, incorrect wallet details, unsupported networks, or incomplete blockchain confirmations.

At this time, we have not received sufficient transaction details to locate the transfer. To allow us to investigate properly, we kindly ask you to contact our Customer Care Team at info@puprime.com
using your registered email address and provide the following:

-Transaction Hash (TXID)
-Screenshot of the transfer confirmation from Binance
-Network used (e.g., TRC20, ERC20, BEP20, etc.)
-Date and time of the transaction

Without the transaction hash or supporting proof, we are unable to trace the deposit on the blockchain.

Due to confidentiality and data protection obligations, we are unable to review account-specific details publicly. Once we receive the required information via email, our team will promptly investigate and assist you accordingly.

PU Prime remains committed to transparency and ensuring secure and accurate fund processing.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear Oman,

Thank you for sharing your feedback. We understand how concerning this situation may feel and appreciate the opportunity to clarify.

In certain market conditions positions may be closed at the next available market price. In rare cases, this can temporarily result in a negative account balance.

PU Prime provides Negative Balance Protection, which is designed to ensure that clients do not incur losses exceeding their deposited funds. Where an account balance becomes negative due to stop-out or extreme market conditions, clients may reset the balance to zero via the Client Portal or PU Prime App.

If a negative balance was present on your account prior to a new deposit, the system may automatically offset the deficit before reflecting the available balance. However, where Negative Balance Protection applies, eligible accounts may be reset to zero upon review.

If you are experiencing difficulty resolving this matter, we kindly encourage you to contact our Customer Care Team at info@puprime.com using your registered email address so the relevant team can verify your account and assist you accordingly.

Due to confidentiality obligations, we are unable to discuss specific account details publicly. PU Prime remains committed to transparency, regulatory compliance, and maintaining a fair trading environment for all clients.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear Mohamed,

Thank you for taking the time to share your feedback. We take all client concerns seriously and remain committed to maintaining a fair, transparent, and secure trading environment.

As a regulated broker, PU Prime operates under strict confidentiality and compliance standards. For this reason, we are unable to discuss specific account details in a public forum. Please be assured that all account reviews and related actions are carried out strictly in accordance with the Client Services Agreement and applicable regulatory requirements.

We acknowledge the points you have raised and would like to emphasize that any action taken on a client account is guided by clearly defined policies and internal procedures. Each case is subject to a thorough and carefully documented review to ensure consistency, accuracy, and full compliance.

Should you require further clarification, our Trading Support Team can be reached at trading@puprime.com using your registered account details. For general inquiries, our Customer Care Team is available via Live Chat or at info@puprime.com.

PU Prime places strong emphasis on transparency, integrity, and professional communication, and we remain committed to addressing all client concerns through the appropriate review process.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 9, 2026

Dear Daniel,

Thank you for taking the time to share your feedback. We take all client concerns seriously and appreciate the opportunity to clarify the matter raised.

Please note that all promotional offers, including deposit bonuses, are subject to specific terms, conditions, and eligibility requirements. Activation of a promotion must be completed in accordance with the instructions outlined in the promotional communication, and bonus credits are applied only once all criteria are met.

Due to confidentiality and data protection obligations, we are unable to review or discuss individual account details publicly. However, should you wish us to review your situation further and confirm the status of the promotion, we kindly invite you to contact our Customer Care Team via Live Chat or email at info@puprime.com, using your registered account information. The relevant team will be able to review the matter and provide clear clarification.

PU Prime remains committed to transparency, regulatory compliance, and providing accurate information and professional support to all clients.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear B E,

Thank you for sharing your feedback. We’re sorry to hear about the difficulty you experienced reaching our Live Assistance team.

We understand how frustrating it can be to wait for support, especially if the session resets during the process. At times of high inquiry volume, response times may be longer than usual, and the system may redirect to our virtual assistant if a connection with an agent is not established within a certain timeframe.

Please be assured that this is not intentional avoidance, and we continuously work to improve response times and service availability.

If you experience delays via Live Chat, we kindly recommend contacting us via email at info@puprime.com using your registered account details. Our team will review your inquiry and follow up accordingly.

We appreciate your patience and remain committed to enhancing our support experience.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear Peter,

Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations.

Please note that copy trading involves following independent strategy providers, and performance can vary depending on market conditions and the trading decisions of the selected provider. As with all trading activities, profits are not guaranteed and losses may occur, particularly during periods of market volatility. PU Prime provides the trading infrastructure but does not control or manage the individual strategies executed by third-party signal providers.

We are also concerned by your comment regarding communication. Our support teams are available via Live Chat and email at info@puprime.com, and we aim to respond to all inquiries in a timely manner. If you have experienced difficulty reaching us, we would appreciate the opportunity to review the matter.

Due to confidentiality and data protection obligations, we are unable to discuss specific account details publicly. We kindly invite you to contact us using your registered account information so the relevant team can review your case and provide appropriate clarification.

PU Prime remains committed to transparency, regulatory compliance, and supporting clients with clear and professional assistance.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 9, 2026

Dear John Carroll,

Thank you for taking the time to share your feedback. We take all client concerns seriously and appreciate the opportunity to provide clarification.

Please note that copy trading services made available on the PU Prime platform involve following third-party strategy providers or money managers who operate independently. Trading decisions, performance outcomes, and any resulting profits or losses are determined solely by the selected strategy provider. PU Prime provides the trading infrastructure and access to these services but does not control, manage, or influence the trading strategies or results.

As a regulated broker, all services and account activities are offered in accordance with the Client Services Agreement and applicable regulatory requirements. Due to confidentiality and data protection obligations, we are unable to discuss individual account details publicly.

If you would like us to review your experience or provide further clarification regarding copy trading services, we kindly invite you to contact our Customer Care Team via Live Chat or email at info@puprime.com using your registered account information. The relevant team will be pleased to assist you in line with our procedures.

PU Prime remains committed to transparency, regulatory compliance, and providing clear information to support informed trading decisions.

Kind regards,
The PU Prime Team

Reply from PU Prime

Feb 23, 2026

Dear antonio,

Thank you for taking the time to share your positive experience with us.

We’re delighted to hear that the support provided by Sally has met your expectations. Providing timely, professional, and attentive assistance is very important to us, and your kind feedback will certainly be shared with her and the team.

Should you need any further support in the future, please don’t hesitate to reach out we are always here to assist you.

Thank you again for your trust and support.

Kind regards,
The PU Prime Team