I'm sure this issue will be fixed, be patient. Primedice sounds and seems like a legitimate credible gambling site so there shouldn't be any worries ☺
We all gamble at primedice and we don't say it is a scam site. What we mean here is that their support will take a lot of time to respond to you especially if the issue involves large amounts of bitcoins. It is good to verify the authenticity of a player but also they should consider whether this person deposited genuinely or he has taken advantage of the system to steal bitcoins.