The player from Chile played a promotion and reached a balance of $133.60. When attempting to withdraw all proceedings were canceled, and the casino claimed that players from his country can't withdraw bonuses. Casino didn't return the player's deposit and didn't provide effective support. We closed the complaint because the player stopped responding.
Prism Casino - Player's withdrawal is cancelled and deposit is confiscated.
Amount: $143
Prism Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
On August 4th, I collected a free $30 USD chip since the terms stated that my country had no issues or limitations in playing and withdrawing with the promotion. I fulfilled the betting requirement to be able to withdraw, totalling $165.77.
Upon completing the betting requirement, $65.77 was deducted (since the maximum withdrawal was $100).
August 14th:
When I tried to withdraw, I was told I had to make a deposit along with KYC verification (I made a deposit in T-USD, which never arrived in my account, I figured there was just network delay at the time). After this, verification indicated that the deposit should be in BTC and not T-USD, I made such a deposit, which reached the account within minutes, and my account became verified.
After this, I made a withdrawal request once my identity had been approved.
In the end, between deposits, playing, and waiting, I ended up making a withdrawal request for $133.60. I was led to believe that the withdrawal would take three to five days (even though they state on their page that withdrawal is within 24 hours).
August 22nd:
Seeing that the deposit hadn't reached my account, I logged into the casino to check the status of the request. To my surprise, that same day, absent any prior notice, they cancelled my withdrawal and made another one for $133.60 USD (this was performed by a manager according to the transactions). In addition to this, they credited me $14USD worth of "promotion" credits, which obviously I could not withdraw. Because the other withdrawal was still pending, I played, lost, and was left with an account balance of $0.31.
Today, being the 24th of August, I contacted support (which is not 24/7 as their page claims), asking about my withdrawal. I was told that my country isn't valid and is not allowed to withdraw with the no-deposit bonus. They said I could deposit and play freely. At that moment, I checked the terms and conditions, and saw that nearly all countries were listed as not eligible to withdraw with the no deposit bonus.
I asked about my two deposits, and was told I only made one, which had been spent (yes, much to my surprise, the "promotional" credit turned out to be "allegedly" my deposit).
Ultimately, I'm seeking help, as the support was useless. They changed the bonus terms and conditions, and they don't want to return my money, even though I played and reached close to 500-600 USD with my deposit (thus I actually wagered my own money).
I just want my money back, even if they only return my deposits.
Automatic translation:
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8 months ago
Dear IgnaGz,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Prism Casino.
I checked the casino terms and conditions and found this:
"Country Based Restrictions
Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status."
with Chile players not being eligible for withdrawals from welcome no-deposit bonuses.
Did you present the details of the missing USDT deposit to the casino to investigate? What was the casino's response?
Do I understand correctly you accumulated winnings by playing with your 14 USD deposit?
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,
Tomas
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8 months ago
Translation
Hello Tomas,
The fact is that before collecting the free chip in their terms (the pdf file) most of the countries were able to collect the winnings of the no deposit bonus, it was for this reason that I played in this casino (otherwise I did not waste my time), but today when making the complaint via support I review the document again, and well now most of them now appear that they cannot. Unfortunately, one does not expect the terms to change from one day to the next, so one does not keep a copy or capture of the exposed file...
Regarding the deposit in USDT, the casino's response today was as simple as "it's not there, it doesn't appear to me"
The final balance that remained of the bonus (once the wager was completed) was a little less than $100 USD and when the deposit was made playing it reached $133 USD for which the withdrawal was, basically I also bet my money to reach that balance (since at that point all the balance is one and does not make a difference of own money or bonus, everything was taken as real balance)
Automatic translation:
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8 months ago
Do I understand correctly you reviewed the document before you requested the bonus?
Do you allege the players from Chile were eligible for the bonus according to this document?
Did you download the document at the time you requested the no-deposit bonus from the casino? Could you please forward said document to me, unedited? My email is tomas@casino.guru
I'll await your reply.
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