Prism Casino - Pelaajan kotiutusprosessi on viivästynyt.

I want to withdrawl my money with a bank transfer but it's not working.

The only way to contact them is by email, which I have done several times but have not received a response.

It says they have 24/7 online chat but that doesn't work either.

I found a phone number on Google but it put me through to an insurance agents office.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Have you made any previous successful payouts from this online casino?
• Which payment method have you used when depositing?
• Have you passed account verification in the casino yet?
• When was the last time you reached casino support either via live chat or email? What response have you received?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your 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 Jodee73,

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.

Hi there sorry I thought I answered those questions already

1. I have not made payout from this casino

2. Deposits would have been debit and Master card.

3.i have not done verification as they are not getting back to me.

4.i have not been in contact with them as they will not respond to me emails.

5. Did have bonus helping towards winnings but met wagering requirements.

6. Have not tried emailing since I was in contact with you. 7.Cannot provide emails submitted because I used their email service.

I hope that was what you were waiting for me to respond to

Dear Jodee73,

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, Munya (munya.s@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 Jodee73,

My name is Munya and I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Prism Casino to join this conversation and assist in addressing the complaint.

Dear Prism Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Greetings all,

I had the chance to review the situation and I am sad to say there are a couple of issues I found while reviewing the player account. On first glance I can see that the standard documentation for KYC has yet to be provided. There is also no established method of withdrawal that has been submitted. But perhaps most importantly, there has never been a cash deposit/play session in the history of the casino account.

Per the terms and conditions of the casino only one free chip is allowed between cash deposit/play sessions. Free roll tournaments require a minimum of one cash deposit in the past three months and only one free tournament is valid between cash deposits. What I see here is a couple free chips (2) with no resulting win, following this there are 36 free tournaments consecutively, the 25th of which resulted in a win of $100 (with a $100 maximum cashout if eligible).

There is really nothing I can do to help here, the maximum cashout of $100 from the free roll tournament was not valid for withdrawal per the terms of the casino nor would be the subsequent wins using those funds.

I know it isn't the outcome you had hoped for Jodee73 and I am sorry to let you down here, but unfortunately we can't stack free bonus on top of free bonus on top of free bonus until a player wins. There has to be rules and limitations and I hope you understand.

This is real money we are talking about and it behooves every player to familiarize themselves with the terms and conditions of the casino as well as the bonuses and perks they are playing with.

Best wishes,

Nick and Prism

Dear Prism Casino,

Thank you very much for your response and for providing all the detailed information. To further enhance my understanding, I would greatly appreciate it if you could share the player's game log with me via email at munya.s@casino.guru. Meanwhile, I will be reaching out to the player so they can respond to your message.

Dear Jodee73,

I would appreciate your input regarding the information provided by Prism Casino. If you have any evidence that contradicts the findings shared by the casino, please feel free to share it with me either on this thread or via my email. I would be happy to follow up on this matter.

Kind regards,

Munya

Greetings Munya,

Supporting documentation has been forwarded to your email address.

Best wishes,

Nick and Prism

Dear Prism Casino,

Thank you for providing the supporting documentation. In the meantime, I will patiently await the player's response.

Best regards,

Munya

No I guess I didn't win

Thank you for your help tho

Dear Jodee73,

Unfortunately, the casino has provided clear and compelling evidence supporting its decision. Specifically, the free roll tournaments require a minimum of one cash deposit within the past three months, and only one free tournament participation is permitted between cash deposits.

Based on the documentation and data reviewed, there is no reasonable basis to dispute the casino’s findings. Consequently, we are obliged to close this complaint as rejected, as the casino’s actions appear to be fully in line with the Terms and Conditions accepted upon registration.

Please rest assured that, as an independent party, we have carefully and thoroughly examined all submitted information. Our decision is based strictly on verified evidence and an objective assessment of the facts, without any external influence or assumptions.

I understand this may not be the outcome you were hoping for, and I am sorry that we are unable to assist you further in this matter. Should you experience any issues with this or any other casino in the future, please do not hesitate to contact us — we are always here to help.

Kind regards,