The player from Hawaii had completed the playthrough requirements but when they tried to withdraw $1,000 winnings, the casino confiscated the money, citing shared information on other accounts. We had reached out to the player for additional details and extended the response time. However, due to the lack of response from the player, we were unable to proceed with the investigation or provide potential solutions. The complaint was therefore rejected.
Prism Casino - Player’s winnings were confiscated due to alleged account duplication.
Amount: $1,000
Prism Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.0
Prism Casino has a Safety Index of 7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
I had used their welcome bonus, made the playthrough, they took the balance away, I continued to win 1000$ ...legally, made a withdrawal request, was requested that I deposit, I did, then mgr . took ALL my winnings. Left me with a nickel and no explanation and no money. When I got the explanation on chat, I was told that there were some ...."shared information on other account".... To which I respond, THATS TOTAL BS. If there were "shared information", then why let me play, and why ask me to deposit?! And why didn't you lock the accounts. Or if they see similar information, they wait until something like this happens so they can steal your money.
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1 year ago
Dear badboi80843,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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
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1 year ago
Dear badboi80843,
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.
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1 year ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
