Prism Casino - Player’s crypto withdrawal has been delayed.

My first problem is that the website clearly tells me that by me using crypto as my deposit method that I will receive my funds in a fast manner and it even says that sometimes instantly my funds will arrive. Well I used crypto as my deposit method and I made the withdrawal on July 1st and it’s been 19 days and I still haven’t received my winnings. They finally approved my withdrawal after they exceeded the maximum amount of days that it’s supposed to even take! It’s going on 4 or 5 days since being approved and I still haven’t received my funds to my wallet! Being that they went 4 days over the max about of days that it should take to be approved I assumed that I would receive my funds maybe in 72 hours at the latest but I haven’t. And I’m not even suppose to be waiting this long because I’m using crypto as my deposit method so I shouldn’t be given standard wait times because it promotes all over the website that using crypto will speed up your timeframe for your withdrawal. Not only has my withdrawal not been a fast one but there making me wait past the MAXIMUM amount of wait time giving for a withdrawal! I’m confused because after being approved why aren’t the funds being sent out immediately following the approval of the withdrawal! And why aren’t fast withdrawals available for my account if I meet all the requirements. And yes I understand all the requirements I’ve read them very carefully multiple times and plus the whole reason I was interested in this casino was because of the fast withdrawal timeframe that is being promoted and promised to me as long as I meet the requirements given which I do! At this point I just want to know when my funds will finally arrive to my bitcoin wallet because it already got approved after I had to complain to customer support over and over again that it’s past the maximum days I’m suppose to wait! Also I want to know why I’m not receiving fast withdrawals being that I clearly meet the requirements

Dear Lilzay1998,

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

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

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

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

Yes I’ve successfully verified my identity and I’ve already made withdrawals from this casino yes. And yes I had match deposit bonus and I played through the required amount that was asked on that bonus. The bonus money has already been removed. As soon as I met the play through amount it automatically took the bonus money from my balance. My withdrawal has already been approved I’m just waiting for the money to come to my bitcoin wallet and I dont understand what’s taking so long because this is day 19 since I requested my withdrawal

I got my withdrawal you can close this case

Dear Lilzay1998,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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.

Best regards,

Tomas

Casino.Guru