Prism Casino - Player experiences prolonged withdrawal delay and poor customer service.

I have won off a deposit bonus. I recieved my first 2000 within an hour using coindraw and the rest was coming in bitcoin of $500. The problem came with this casino not following their terms and conditions. They’re to approve or deny a withdrawl within 7-10 days in which is steep if you ask me. I put in the request 12/08 and this casino didn’t even budge until 12/26 in which is 4 days past the 7-10 business days. And since they finally approved the winnings I have to wait an additional 7-10 business days in which brings it to 1/11 for a crypto withdraw in which is well over a month of waiting. I asked them what is their punishment when they don’t follow their own rules cause as a player if I broke any terms and conditions they would take your winnings ect but if they break them like they have it’s just tough luck and it’s far from fair. I asked the latest date I should expect my money and the rep just closed the chat on me cause he couldn’t handle the pressure of what I was asking knowing they were wrong on how this account is being handled. I wouldn’t recommend this casino to anyone looking to be paid in a fair and decent manner. They will break their own rules but dont want to make things right such as processing the winnings that day or perhaps removing all fees and allowing you to keep it all ijs that would be fair for not following through on the terms and conditions we as players agree to. This casino and others need to be held up to the same standards they put us players on and maybe they would do better in following through with payouts. I’m very very upset and disappointed. Once I get all my winnings I’m going on every social media platform I have and alerting to stay far far away from this casino. I own a business and have several followers that actually listen to me on what casino to play and deposit to and this will be one on my list to not deposit at cause you’ll never get your winnings.

Dear Ladivatuamor,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than three weeks is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

They’re still pending to be distributed the withdrawl has been approved since 12/26 and I have yet to receive payment and it’s crypto. It all started again as I stated in the first complaint when I put in the request on 12/08 it took 12 business days just for them to approve it and now I’m waiting another 2-3 weeks for them to process the remaining amount. They have broken their own terms and conditions and keep giving the generic answer of 7-10 days and that’s bs

Thank you very much, Ladivatuamor, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello Ladivatuamor,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Prism Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Greetings all,

I attempted to review this case however the username and provided email address are not attached to a Prism casino account. Please double check the information and get back to us with the necessary details Ladivatuamor.

Best wishes,

Nick and Prism

Dear Ladivatuamor,

Please doublecheck all the information provided to us and get back to us with an update, we will be waiting.

Dear Ladivatuamor,

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.