The player from Oregon had been trying to withdraw her winnings for two weeks, but had faced delays. The casino had informed her that she had requested the wrong type of withdrawal and needed to verify her documentation and banking information again. The player had only been informed of these issues upon checking her withdrawal status. Despite our attempts to assist and having extended the response deadline twice, the player had failed to provide further necessary information. As a result, we were unable to proceed with the investigation and had to reject the complaint.
Prism Casino - Player’s withdrawal is continuously delayed.
Amount: $999
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
10 months ago
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11 months ago
I have been attempting to withdraw my earnings for two weeks now. I now have started to contacted them daily. When I initially requested a withdrawal, they told me everything was set, but days went by but I don't receive my withdrawal or any notifications of a withdrawal in progress. Then, I contact them again and I "have requested the wrong type" of withdrawal. Or I have to verify my documentation and banking information again. Its one stall tactic after another, all without notifying me. I only find out when I check to see why my withdrawal hasn't gone through.
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11 months ago
Hello YoyoLolo8,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Prism Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Dear YoyoLolo8,
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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10 months ago
My account is fully verified, I made a deposit with a bonus and I last spoke to the casino the day that I created the complaint as they had created another fake "verification" that I needed to send in that I had already done twice.
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10 months ago
Hello YoyoLolo8,
When was the last time the casino requested any type of document from you? Did you send it to them? Can you please forward us the communication between you and the casino to nikolas.b@casino.guru?
