Prism Casino - Delayed Bitcoin withdrawal and unresponsive customer service.

On 1/25/2024, I on approximately $1,400.00. The casino website claims to pay fast if you use Bitcoin to withdraw. They canceled my withdrawal after 14 business days and added a new date of withdrawal which is 2/6/2024. I am now being told they will need seven more business days to process the withdrawal. This is not fast withdrawals. I want two things to happen. First, pay my withdrawal, second remove the false language of fast & rapid withdrawals from their gaming site. Unfortunately, nothing we can do about their terrible customer service. I sent three emails and received confirmation that the emails were received bit never a response was provided. This morning I ask for their license number and they refused to provide it to me.

Dear swd4494123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please advise if it was your first withdrawal in this casino?
• Have you accumulated your winnings with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

It has been 16 days since I won the money. I have checked back daily with live chat to confirm when the payment will be processed. I'm being told it will be seven business days longer, before the payment will be processed???? I have validated all the information requested, including my Bitcoin address. This will be my first withdrawal from this casino, as well as my last. I do know the total winnings was over $3,000.00 but you removed the non cashable portion from my winnings, which lowered it to the $1,400.00. This is not a fast or quick withdrawal, as your gaming site promotes. So, by the time this will be paid out, the time frame will be just under one month. Again, not a fast Bitcoin withdrawal.

To ask me if I was playing with a promotion, surely you all would have know this after a 16 days of a pending withdrawal??? If not, what have you all been doing over the last 16 days???

I checked again today and live chat said they will review the withdrawal within their normal timeframe of seven business days. This is seven additional days after the already past 18 days. They are in no rush to payout and seem to be moved very little by this complaint. To take a month to payout winnings is far too long.

Update, six business days later and still no payout. Now live chat is saying 7-10 business days.

e general time frame for withdrawals is 7 business days to be approved, and we send the funds in approximately 7-10 business days.

why would someone return to this game site, knowing it takes almost one month to get paid.

I'm sorry for the late reply. Thank you very much, swd4494123, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

The withdrawal was approved this morning. Now they are telling me to check back on Monday, four days later. Just a terrible experience. This will put the withdrawal request at almost a one month period to receive funds. Assuming they send them on Monday. I am certain they will not send them on Monday.

Three Days ago, 2/16/24, I was told my funds were being sent out with the next Bitcoin group of payouts. Here we are three days later, now they are saying another 5-7 business days for payment to be sent. Nothing but lies and stalling!!!!

Dear swd4494123,

My name is Mirka, and I will be assisting you in solving this case. I see there has been an update since my colleague transferred me this case. Since your withdrawal has been approved, I hope, it will be paid out soon.

Could you please update me in the next 7 days, if you receive your withdrawal? However, if the money won't be paid out, I will intervene with the casino.

Thank you for your cooperation,

Mirka

No, they continue to lie and stall. Today is the 6th business day since the withdrawal was approved. Live chat is now saying, each withdrawal is handled on a case by case choosing. Obviously, another way to stall the payout. Every date they have provided has already passed. It has now been more than 30 days since I requested the payout. Live chat said 6 weeks is a normal processing time for their payouts.

Dear Prism Casino,

Could you please provide clarification regarding the player's delayed withdrawal?

Thank you in advance,

Mirka

Greetings all,

I had a look and the funds in question were paid in full on the 28th of February via Bitcoin and have been confirmed delivered in Blockchain Explorer, let us know the money came in swd4494123!

Best wishes,

Nick and Prism

Dear swd4494123,

Could you please confirm, that you have received your payment?

Thank you

Dear swd4494123,

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.

Dear swd4494123,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.