Prism Casino - Player’s jackpot has been denied.

I played with a coupon for 260% match 20x's playthrough 2500 max c/O and 6x's Suprtgrand multiplyer and with free spins on a game mighty multiplyer. On the T&C it is noted that the game mighty multoplyer is the ONLY game for the free spims. Then it says after a period end of sentence. If you hit the Superjackpot notify customer Service within 2 hours which I did immediately after hitting on Big Cat Links . I was assured multipe times by multiple agents who checked with the supervisor that I could cash out my jackpot that night and the multiplyer would be applied the following day. Mind you I have all the chat transcripts and correspondants. The next day they said I can't have my jackpot or a multiplyer. As the coupon was for mighty multiplyer game only. That is not what was understood and acessed by agents and their respective supervisors the night before. I was not told any of this I was told the opposite. I am a single mom who doesn't have much money I play as a hopes to possibly get a little extra money and get ahead instead of falling behind. I explained a;; this to the agents the night I hit the jackpot ALL of them assurred me this was confirmed, I won its real.

Hello carareynolds77,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Prism Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please forward your deposit, bonus and betting history along with the communication with the casino to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick I am approved on all inclave websites. I also previously madea withdrawal on July 27th via turbopay. I last spoke vis email Last night with VIP account manager. I would be happy to email all my information to you today. Shall I email or post here ? Thank You

Hello carareynolds77,

Please forward it to nikolas.b@casino.guru.

Hi Nick

I have just sent a few emails to the address you provided. It has Chat transcripts, screenshots and emails... If you didn't receive multiple attachments or need anything sent seperately please don't hesitate to ask. Thank You Nick I really appreaciate you taking the time to review this.

Best,

Cara

Hi Nick

Wanted to confirm that yu received my documents?

Cara

Hi Nick so I went to make a withdrawal at another casino closely associated with prism. DREAMS- Not only did they restrict me from using coindraw the same host Jade disconnected hat chat intentionally whe I asked her why. I went over to Clubplayers and I am restricted from COINDRAW and I cant use certain coupons thay are calling me a EXpert/Master Calss and i cant use the coupons the good ones and coindraw

Hello carareynolds77,

Would it be possible to forward your full deposit, bonus and betting history to my e-mail?

Regarding the other issues - it is entirely up to the casino to give or refuse to give a bonus to any player and nobody can force them to change their decision.

Nick

They have been sent via email

Cara

Thank you carareynolds77 for all the information provided so far. After taking into consideration all the facts, we will have to agree with the casino's decision. The screenshot you provided regarding the bonus you claimed indicates that the multiplayer was only for the game with the free spins (it is called Mighty Multiplier after all).

If I understood correctly, you still got all the winnings from the jackpot, even without the multiplayer so basically there is nothing done incorrectly.

You as received the free spins for the game, had still chance for the jackpot and the multiplier within the game set by the bonus rules.

I'm sorry that it did not turn out by your expectation but it does not seem that the casino would intentionally confiscate any winnings.

Is there anything else we could assist you with?

Hi Nick

No I did not get all the winnings from the jackpot. They confiscated everything but 2500

Dear carareynolds77,

As you played with a bonus where the max win was 2500, it means that the casino fully paid out the winnings you were entitled to.

Dear carareynolds77,

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.