Prism Casino - Player’s struggling to complete account verification.

I can’t make a withdrawal because none will respond to my account verification documents . I have sent all the pertinent documents on more than one occasion. I have sent more than required but have not received any response . I tried the help line ,can’t get through without some premium code . The chat line doesn’t exist . I have sent numerous emails at as many prism email addresses I could find but still nothing . When I try to withdraw my account won’t allow obviously because my account isn’t verified . This has been ongoing for almost a month . Please help me

Dear iamsandypraud,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

It has been over 2 weeks and I havent had any response about my verification .So i am not even able to make a withdrawa

I have sent them my drivers licence my passport my up to date bank statements with my account number name and transit a void cheque my phone bill a government letter a credit card statement all with my name and address also a selfie holding my ID . I have not recieved not one response from them I have emailed several times there’s no chat line the phone number doesn’t work . And I would like to withdraw my 971.00$ please I hope you can help me I have exhausted everything on my end .Sandy This has been over 4 weeks now

Thank you very much, iamsandypraud, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Sandy,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Prism Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Prism Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify her account and be able to withdraw?

Thank you in advance for providing the information.

Don’t bother I had won 900.00 but have been waiting a month to verify my account to be able to withdraw but have now lost all my winnings thanks for your timely help,

Thank you for the update and email, Sandy. I would like to wait for the casino's response regarding your verification issue.

Hey all,

I can't find any history of documents being submitted in any form, be it manually or through the far more efficient automated documents process within the casino cashier. I found an email from the player stating that they had been submitted, and an automated reply from our system to that email but nothing else. It's possible they were submitted manually through a different email address however I would need further information from the player to look further into this.

It is also important to add that there is no valid win in the history of this account, no deposits and multiple free chips deposited consecutively upon one another, one of which resulted in the initial win and additional deposited on top of the "winning" funds.

There is unfortunately not much to be done in this situation but if further research or information is required just let me know.

Best wishes,

Nick and Prism

Thank you for the explanation, Nick.

Dear Sandy,

I remember your email stating that your verification issue has not been resolved yet, even using some insults.

Can you please state the reason why is the verification so important to you now?

According to the all provided information:

• you confirmed you lost your balance/winnings
• there are no valid winnings in the casino account that could be withdrawn
• there was not any deposit made to the casino account
• it looks like you would be requested to make a deposit in order to withdraw your winnings collected from no deposit bonuses - it means you would be likely asked to provide the casino with additional documents to verify your account upon a withdrawal request, e.g. to verify the payment method

Currently, to be honest, I cannot see any issue here. Moreover, your documents have not reached the casino.

Could you provide us with the details of sending the documents to the casino? How did you upload/send your documents to the casino? What documents were uploaded/sent and when?

Sandy, could you please answer the questions from my previous post? Can you provide us with an update on your issue?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Nick and Prism, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru