Prism Casino - Player's withdrawal has been repeatedly reversed.

I had accepted a no deposit free 25 spins on this newer big cats game. I only managed to total around $10 after the spins were completed and they had a wager requirement of about $280.00 or something around that figure. I ended up winning on that same cat game they were promoting and noticed that they took out about $100.00 from my total. I wanted to make sure that i was in fact "in the clear", so i backed out of the game and checked my account to see that my real balance and withdrawal balance were the same, and the bonus balance had vanished. I then had to deposit $10 to them in bitcoin in order to make the withdrawal. After that, i proceeded to the withdrawal and everything went through. The next day i noticed that my funds were back into my account, as if i had never requested the withdrawal. I then resubmitted the request again only to see my funds returned after 2 hours, No email from them or any notice. I had emailed them but recieved no response. Then on day 3, i was able to get through to them using live chat. The customer service agent was polite and looked over my account and even comforted me in saying that there are no problems or anything and that she would send my info to the cash department with approval. Same thing as before, i submitted 2 more requests afterwards and the money landed back into my play account with no reasoning at all...

Dear chadvegaca,

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

I have checked the casino’s Terms and Conditions and this is what I found:

17. Before a withdrawal can be processed, the Player must provide a Government issued photo ID and proof of address for verification. The Casino reserves the right to request additional information to validate accounts.

Moreover, regarding the winnings from no-deposit bonuses, the casino states the following:

No deposit bonuses (Free chips, free spins)

3. Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

Could you please advise if you passed the KYC verification?

Have your winnings from the free spins been capped as stated in the Terms?

Have you received any explanation for why your withdrawal request keeps getting back into your player account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika, and thank you for looking into my claim. After reading through your suggestions and possible outcomes, I feel as though I am still in the green here. I have attached some screen shots of my account transactions history report as well as the email most associated with my issue (closest means of a cause) sent by them. There is no set amount for how much you may cash out, this I had witnessed first hand from a friend of mine who used a no deposit bonus with Lucky Legends and was paid out $900.00 only off of her bonus winnings. Lucky Legends shares the same network with Prism I can imagine, due to the same interface, bonus offers and games. My only concern for the delayed payout is from what the customer support agent mentioned to mea few days ago, after i had submitted my request a few times already. Her statement was that there were no red flags and that she was going to send my information over to the financial department and possibly the KYC. Also, Prism uses Inclave, shouldnt that speed the process along?



Each casino may have its own Terms and Conditions regarding the bonuses. The rules for No pay/No max bonuses can be found under the section called "All Deposit Bonuses" in the casino's Terms and Conditions, so I assume the no max rule does not apply to free spins. Could you please forward any communication between you and the casino regarding the issue to veronika.l@casino.guru? Thank you.

Hello, so my withdrawal request has been accepted and has been awaiting the processing department. I have been assured by 3 different customer support agents that everything looks good, even confirmed with the KYC too. However, its been over a week now and i decided to check the progress only to find that my pending withdrawal is no longer there and is clearly not in my bank account. I am livid! I did make a deposit of the requested $10 in bitcoin required for the terms to accept my winnings. So really, those clowns must be taking $10 from several people. These guys are the worst and I hope and pray that their company gets reduced to rubble and finds themselves in a world of financial distress, bankruptcy and swimming in debt caused by owing millions in law suits. Why would they tell me again and again that everything is fine and my request "will be" (not submitted for approval) processed within 7 days tops? Dealing with a bunch of scumbags in my opinion. That would be like me being a doctor and them being a patient that seeks treatment for a potentially fatal condition and me telling them that they have nothing to worry about and they were going to be just fine. Then I write them a prescription and assure them that they need to take this medication as directed. As they go to pick up the prescription, they are told that no such "miracle" drug exists and that they need to return to the doctor to verify what this medication is really called. Upon return, the doctor is nowhere to be found, as if he was never there to begin with. When they get a second opinion from another doctor, he tells them there is nothing to treat the condition and that they are expected to live for only another 2 weeks tops. Just a cruel joke really.

Also, looking at the transactions history, it is showing that management requested to get involved, which cost me $5? On top of that, it then shows that management approves the withdrawal but shortly after that, my existing $95 left goes gray and is gone. It never landed in my account, or it is unsure to verify if it is indeed on the blockchain headed my way. Out of the 3 ways to contact them, there is only one way that kind of works and that is live chat, but you have to wait about 30 minutes or more before a agent responds.

Emailing them has never gotten me any responses or emails back and calling them wont work since they intentionally has the phone off the hook and is always busy, just another ploy to devise to avoid having to actually deal with customers

Also, i had received this email from an actual Prism casino staff member, roughly 4 or 5 days ago basically apologizing for the delay and briefly explaining the incident that had occurred with their coin drop system. Within the few paragraphs, you will notice that they are expressing great concern and are offering me specific directions on how to proceed with my personal withdrawal, which tells me two things.... One, being that this isnt just some mass produced email going out to all of the customers involved, but was intentionally specific for me... And two, looking at the severity and the direct concern applied from this employee unto poor old me and my account.... I for sure thought that this is definite proof that they are handling my request with the upmost priority (as explained in the letter) and dedication as they seem to express... However, I have followed the instructions correctly, only to find myself back in the position of wondering and uncertainty. They have not responded to my live chats requests, emails and of course the phone is a scam itself, always busy. Not sure what to believe now. Although I noticed that their online site has undergone a hole new transformation and even change of logo, so they have been busy, just not with being concerned about the customers who were there before the whole new overhaul.

Thank you very much, chadvegaca, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello chadvegaca,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Prism Casino to join the conversation.

Dear Prism Casino,

Can you please provide information regarding the player's withdrawal issues?  When is the "Coindraw issue" going to be resolved? What alternative withdrawal options can you offer the user if the problem persists?

Greetings all,

I have reviewed the situation and I can see that the withdrawal was paid out via Bitcoin at the maximum cashout value for the free chip in play at the time of the win ($100-$5 service fee=$95) on July 26th.

Best wishes,

Nick and Prism Casino

......... Awesome!........ Wait a second? That withdrawal on the 26th of July was when I was originally suppose to be paid out... That was when I had put in for the withdrawal on the 15th. I waited 11 days only to hear that I needed to resubmit my withdrawal request due to issues with the coindrop. Of all people that should be aware of incident, I feel that Nick should know more about that than anyone else? Anyhoot, I resubmitted my withdrawal request again on the 26th. I was "not" paid out on the 26th, to be clear. In fact, I have received a few emails directly from Prism assuring me that my withdrawal was being processed. These emails were sent on the 29th, 1st of August and finally on the 3rd. The only reason I had received these emails is because I have been rattling the cages with customer service and verifying if any progress has been made. When I contacted customer service on the 2nd of this month, I was told that they no longer had my bitcoin address on file? This was news to me, considering that "they had already processed" the withdrawal... The polite customer service agent kindly offered me the email address for the finance department at which point I emailed them with my bitcoin address plus three other payment solutions (cash app, bank routing and account numbers, paypal). That same day I had a response back from finance claiming that they would have my withdrawal in the processing stage by the following day at the latest (Aug 3rd). Also, I was issued compensation (see attachment)through a custom no deposit code which offered $50, but was told not to input until my pending withdrawal was removed. I thought that was cool on their behalf... Until...., Today. I woke up to see that my pending withdrawal was no longer on my withdrawal page, which had me worried, as if they have had enough of me and discarded it. I gave them the benefit of the doubt and was able to input my code and gamble at least.... That $50 compensation credit was invalid and didnt work... So, i contacted customer service again, to figure out why my code didnt work and to also ask about my withdrawal status. The agent mentioned that i needed to deposit money for the code to work, when there is no such request in the email granting the $50. So that was a bust. As for my withdrawal, I am "suppose" to receive it in another 7-10 days, but I cant help but to be skeptical. If it does go through, that would be nearly 30 days I had to wait for such a simple withdrawal. Thank you Mikal and Veronika along with Casino Guru.

Dear chadvegaca,

I must agree it is a rather strange situation. As no system is 100% perfect such a situation can although very rarely occur. I will ask the casino to double-check what's going on and I'm sure Nick will do his best to get this sorted out for you as soon as possible.

Dear Nick / Prism Casino,

Can you please double-check what's going on with the player's withdrawal and the not working $50 free chip code YASA6?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear chadvegaca,

Have you received your withdrawal yet?

As for the $50 free chip code YASA6, I'm still waiting for further information on why it was not working for you.

Hey all,

Apologies for the delay. I had some health issues and needed some recovery time, I very much appreciate everyone's patience in the matter. YASA6 is no longer an active code it is expired, as to the payout all has been paid at this point.

Best wishes,

Nick and Prism

Hi Nick, I am sorry to hear about the health problems you have recently had and sincerely hope that you are recovering and doing well, because $100.00 and a bonus code will never amount to the value and the importance of a human life. So my best wishes and support going out to you bud. As for the business related topic, I have received my full withdrawal amount and I thank you fir that and as for the compensation code, I have just given up on that and am thankful to have been paid out after waiting for what seemed like forever. Thank you to both Prism casino and casino guru for helping me out in this matter.

Great news, chadvegaca. I'm glad to hear that you successfully received your winnings. As for the compensation code, although I can understand that from the user experience point of view, the not-working code was not really what you expected, I'm sure the Prim Casino team will soon or later provide you with some other interesting offer.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru