Prism Casino - Player gets half of their winnings.

I have the issue in the discussion forum. But here are the details again. I used code free60 which is 60 freespins you get after using a certain match bonus. I typed in the code and the rules came up. I always read the rules. Max cash out $100. I played the spins and after the free spins were done you get a pop up message that states what the playthrough is based on the free spins winnings and it tells you again max cash out is $100 and excess funds above $100 will be removed at completion of the playthrough. I completed the playthrough with a balance of $116. The system instantly removed $16 and left $100 for me to cash out. Casino sent me $50. I went to the chat so many times and asked why. Eventually they said they had the wrong rules in the system. Basically they said oops sorry, but we aren’t going to do the right thing. 3 days later they have updated the rules to say $50 max cash out. So shady

i included photos of the bonus rules in the discussion forum

Dear Casino11111,

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

I checked your forum posts and read the information provided.

We'll contact the casino and ask for an explanation, but before we do, please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please specify when you activated the bonus and when the screenshots 'before' and 'after were taken?
• Could you please share your communication with the casino where you discussed 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Screen shots were before and after I used the bonus. As they continued to have incorrect rules for several days after I used it the first time. The bonus can be used 5 days in a row so I used it multiple times. All times it said max cash out $100. I only won on the bonus 1 time. And I thought I won $100 but they only paid me $50. If I were to use the bonus today however, they have changed the rules since my complaint and it now says $50 max cash out.

Also I did not save my chats unfortunately.

Thank you very much, Casino11111, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Casino11111!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Greetings all,

I have reviewed the situation and there was indeed an error on the part of the casino, an additional payment was issued via Bitcoin on the 1st of March and payment in full should be complete now.

Best wishes,

Nick and Prism

Thanks so much Nick!

Casino11111, can you confirm that you have received the payment?

Yes I received the payment thanks so much for the help. I’m glad the casino did the right thing. I would say I would continue making deposits however after sending the payment they changed my status to skilled player even though I lost money. It’s a bit weird. They emailed me asking me to come back and saying they changed my player status to vip 1. So I decided to give them another shot. I lost about $500 and after they sent me the $50 for this complaint they changed my status back to skilled. So I won’t be playing here again.

Dear Casino11111,

I'm happy to hear that you have received your funds. However, I am not happy that you di not have enough luck to win from your other deposit. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, please, do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team