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

Prism Casino will not respond to the numerous and frequent emails. I have provided more than enough required and acceptable documents for verification. The links to 24/7 chat are dead /inactive. The phone number isn't working either, gives a busy signal. The email triggers an auto reply with a case number but no action is being taken. This is a bunk site for sure. I give a negative rating -100stars.

Dear kymgypsythompson,

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 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? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

I think you need to read my complaint again, you don't get it. I was not complaining about the lengthy verification process. I know how verifications work. It's not at all as complicated as you are presenting it to be as an excuse. If not seeing someone is an issue, do a video chat, I mean it's 2022 not 1982. However a good start would be a legit phone number, or a response. You can also do a search with my email and see what I have sent to you. Genius, I haven't tried to withdrawal anything because I don't have the option to do that because my account not been be verified.

I'm sorry, I be totally sound like a B***h, I shouldn't have been. I just thought you were responding on behalf of Prism. I do see now you are a liason.

Thank you very much, kymgypsythompson, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 kymgypsythompson,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Prism Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Thanks Tomas, I appreciate you for your help. I'd also like to emphasize that there really isn't a chat/ help/ support, nor do they have a legit phone number for support. The link to 24/7 chat is bogus.

Greetings all,

I will be happy to have your submitted documents reviewed kymgypsythompson however I regret to inform you that the winning balance within your casino account is the result of the 3rd consecutive free chip on a row with no cash deposits within the system. Our terms and conditions and the rules of the chips themselves state that there must be a cash deposit between free bonuses for them to be eligible for cash withdrawal.

If you would still like me to have your documents reviewed let me know.

Supporting evidence and has been submitted to the casino.guru team for review.

Best wishes,

Nick and Prism Casino

Prism , (casino wanna be)

Well then why do you email people with bonuses and then let them be activated, And I really doubt that I played that many free bonuses. And why haven't you responded to me and explained that if , if that's the case, and why is your link to 24/7 support bogus, and why is your phone number illegitimate. You think that I am going to deposit money to your casino now, hell no. Your the one that can't be verified as legit. You have a bad reputation for a reason. I thought you were making a comeback but I was wrong. I hope you are happy because you are loosing. I deposit a lot of money to online casinos and I also write blogs about fish tables, poker, and slots. Good luck in the future when you go belly up and wish you had ran your business right.

Dear kymgypsythompson,

The casino has provided evidence confirming that you have breached the terms and conditions of the bonus by repeatedly claiming free bonuses while having no deposit made.

It is very common for casinos to place such restrictions on free bonuses, and while we feel it would be best if these restrictions are enforced by the casino software, this is not currently the industry standard.

The rule may have been broken accidentally, but the casino has acted in accordance with its terms and conditions in this case and so I am afraid there is nothing more that can be achieved.

The complaint will now be rejected.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Kind regards,

Tomas