Prism Casino - Player's struggling to withdraw his winnings.

I activated a free chip and completed the required wager amount. the coupon reversed when wager required was met, 139.43 .. the T&Cs stated no more no less than 100 usd.. ive requested a bitcoin withdrawal 3 tims now but they keep waiting then decliing my cash out and keep ignoring my emails when i try to communicate with them 🙁

Dear bitcoinbill7,

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 before? Have you tried requesting a withdrawal via an alternative withdrawal method (if there is any)? Could you please confirm that you have passed the KYC verification?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

No I received an email from them to sign up at prism and that is what had the code for the free chip, so I was a new account member and didn’t make any attempts at withdrawal before the chip. And I have looked everywhere on there and there wasn’t anywhere I could verify my identity. I have been on sites similar (most recently crypto Loko) and have been able to verify, and withdrawal, with no issues. It doesn’t give me any other options of withdrawal when I try to do it though so I don’t know what the issue is /: I haven emailed them a few times now and haven’t received anything back from them except promotional emails with free spins and ect…

https://www.prismcasino.com/terms-conditions/

Thank you very much, bitcoinbill7, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear bitcoinbill7,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Prism Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Prism Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Greetings all,

I had a look and it appears that we have no method of withdrawal on file for you bitcoinbill7, looked through your communications and can't see where one has ever been submitted which complicates payout considerably. With a name like yours I'm going to assume perhaps you have a Bitcoin address. 🙂 Post that here for me and I'll see if we can't get that approved as your method of withdrawal, Stefan would certainly be kind enough to lock the comment so others can't see it.

Once we have a method of withdrawal I'll see what I can do.

Best wishes,

Nick and Prism

Greetings all,

Just confirming the happy ending here, payment was disbursed and confirmed delivered in Blockchain Explorer on the 8th of February. 🙂

Best wishes,

Nick and Prism Casino

Dear bitcoinbill7,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear bitcoinbill7,

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.

yes i received payment! thank you guys for helping me figure all that out. it truly means alot!!

Dear bitcoinbill7,

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.

Kind regards,

Casino.Guru