Prism Casino - Player has been accused of playing a restricted game.

Hello on Thursday March 2nd I deposited $65 in Prism casino using bonus code "conquest" which was a 200% match and 50 spin bonus. I was very careful to read the rules of this bonus as I have played on similar websites before using similar coupons and I know it can be tricky when time to receive winnings however I proceeded with caution and began to play (slots-an allowed game per rules). I met all my requirements and played through bonus at that point I was up $2500 which I decided to withdrawl most. On Saturday March 4th I decided to withdrawl $2100, at that point $130 was immediately deducted from my account leaving me with about $75 left to play win in was spent. I provided all the information asked and received a notification that the withdrawl was under review. On Monday March 6th I checked the status of my withdrawl (I did not receive any notifications via website or email) when checking the status of my withdrawl, it was no longer listed as pending and in a list of transactions, there was a transaction that state wire withdrawl denied for the $2100 and right above another transaction that stated manager withdrawl requested/and approved for $2100 Also my initial $65 deposited was returned (not knowing I played this amount thinking it was a loyalty bonus) I attempted to call the number provided and it did not work. I contacted someone through chat and I was told that my withdrawl was denied because I played "not allowed games" Now on these sites when bonuses are activated the list of "not allowed games are locked out as there is a picture of a lock and it does not allow you to play these games. My main issue is that I played my bonus through, and when I did so the games that weren’t allowed now magically did not have a lock on them and I was allowed to play My other argument is that I attempted my withdrawl before I began playing any of these "not allowed" games before they were suddenly "allowed" I tried arguing my case to the representatives but they were rude and dismissive and told me the contact number was no longer an active wonder and the only way to contact someone was through chat. Please is very frustrating I’m a hard working person and I just want the right thing done I won this money fair and square and I feel like I am being ripped off my argument is that the games that are considered "allowed should have not been unlocked once my threshold was met if they were truly not allowed It is very misleading to the customer it is similar to having an "open" sign on a business door and when you walk in they say "no we are closed" please hopefully someone can help me regain these winnings or even a portion thank you

Dear Steve0824,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.

Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino? Do I understand correctly that you accessed one of the restricted games after the bonus wagering was completed already?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, yes I have done other bonuses on this website but this was the first time I was able to gain any winnings and have enough to withdraw. When the bonus first begun certain games (i.e. blackjack) had a picture of a lock and did not allow myself to play those games thus telling me this game was restricted however It was not until I completed the bonus that I saw 1. I now had "available funds" to withdraw from my account and 2. The previous "locked out" games no longer had the lock icon that was there the entire time I was playing the bonus, thus making me think that this game was now allowed and no longer restricted…

Thank you very much, Steve0824, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Steve0824,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Prism Casino to join the conversation and participate in the resolution of this complaint.

Dear Prism Casino,

Can you please provide further information regarding the use of restricted games? Are the games restricted by the software?

Kind regards,

Adam

Greetings all,

I have had a chance to review the situation and the deposit coupon in play was good for slots and keno only. The mechanics of the casino system only allow "locking" of specific games until such time as playthrough is met. Once playthrough has been met the system automatically turns the funds to "cash" in order to facilitate withdrawal. The bonuses themselves and associated funds hold the rules of redemption until approval is completed on a requested withdrawal as per the terms and conditions of the casino.

Best wishes,

Nick and Prism Casino

Thank you for your response and explanation, Nick and Prism Casino.

You mentioned that after wagering is met the system automatically turns the funds to "Cash" to facilitate withdrawal, but I am not sure I understand why the games being restricted would have anything to do with this.

If the bonus rules are still to apply to the balance until the withdrawal is approved, shouldn't the games remain restricted too?

Kind regards,

Adam

Greetings Adam,

The mechanics of the gaming platform unfortunately do not allow this, our development team has been working directly with the platform for quite some time in attempt to resolve this but we require cooperation in order to do so which isn't as simple as it would sound. For the time being we can only list these rules as clearly as possible within the terms and conditions. The only other option is to not offer the bonuses at all.

Best wishes,

Nick and Prism Casino

Hello, I believe I did cooperate within all the listed rules. It is unacceptable that the games are "locked"the entire time the bonus is pending but it opens immediately once that threshold is met. When games that were locked the entire gambling process until wagering requirements are met and suddenly are "unlocked" that is misleading to the player. It is an insult to the gambler. I am intelligent enough to read the rules and regulations but if a game is restricted, locked or unable to be played, and then suddenly is able to be played that misleads the customer into thinking that this game that was once locked and was not able to be played is now eligible to be played since the restrictions were lifted and the game same restricted games are now "unlocked".

Dear Steve0824,

This complaint is currently being discussed with the casino via Skype, and we need more time to reach a conclusion. I will therefore extend the timer, and will provide an update here shortly.

Kind regards,

Adam

Thank you for involvement

Greetings all,

Just confirming that we are in dialogue with the casino.guru team and you should hear back from one or both of us relatively soon Steve0824.

Best wishes,

Nick and Prism Casino

Ok thank you for continuing to communicate on this situation

Dear Steve0824,

The casino has stated that your deposit was refunded to you and that you then used this to play. Can you clarify the situation regarding this please?

Kind regards,

Adam

Hello yes that is true however I played this amount BEFORE I was told that this was my deposit on other sites and this site I have played in the past they have given "bonus cash" so I assumed this was a reward for multiple deposits. It was not until after I played this amount that was i told that this was my refund and when I played the amount my withdrawl was still pending so I did not think one had to do with the other. It was not until I played this amount and it was too late was when I was told that my withdrawl would not be honored and that amount that was in my account was my initial deposit once again the casino misleading the customer and duping them into thinking that they money in the account was ok to spend

Hello Steve0824,

According to the evidence provided by the casino, it seems that your withdrawal was canceled on 3/6/2023 at 7.35 am and your deposit was refunded to you moments later.

There is also evidence showing that the casino has informed you that your deposit has been returned to your account balance at 11.38pm on the same date and the casino states that the returned deposit was played after this time.

Can you confirm if this is correct? Please understand we need to make sure we have all relevant information to be able to assist with this case.

Kind regards,

Adam

I do not recall the exact timeline that I just remember being told that my winnings would not be honored and remember being very discouraged and felt like there was no hope in receiving that money so yes I did play but that Amount but I believe it was only $30? Compared to over $2,000 won so I woukd be willing to return that deposit along with any fees to even get some of the winnings which were earned properly before the casino tried to cover up and pay back funds hoping I would go away I was essentially told I would never receive those winnings so what other options did I have?

Dear Steve0824,

I have reviewed this case again, and we agree that you should not have been able to access the restricted games if you are not supposed to play them. Once the wagering requirement is completed, we do not believe bonus rules should continue to be applied to the winnings.

However, the casino has informed you of the reason for canceling your withdrawal and voiding your winnings, and then returned your deposit to you. Because you have accepted this deposit and played it, I am afraid there is nothing we can do to assist you in this situation. The complaint will therefore be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam