Prism Casino - Player’s withdrawal is delayed.

I've played with a no deposit Bonus and achieved all the requirements. After fullfilling these, I lebt kept on playing and won €7000,-. The withdrawal can't be released due to no communication with the Casino. I've sent them twice a request, twice my documents and wrote them another time in order to reply to me. Since two months I havent receivent any answer...

Dear Kara2022,

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

I reviewed the terms and conditions and I found this:

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 advise if you had any successful deposits or withdrawals in the casino in the past? Did the casino indicate your verification was complete?

Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Thank you for your reply.

I haven't made a deposit nor a withdrawal. The verification process was never completed as they haven't replied to my documents sent via Email.

Very sorry to read that the max withdrawal amount after using a bonus would be only 100,-, but better than nothing.

Best regards,

Katharina

Dear Kara2022,

Has there been any news regarding your withdrawal? Was it processed, or do you require any further assistance?

If there is any relevant communication between you and the casino, please forward it to tomas@casino.guru

Dear Kara2022,

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.

Hi Tomas, thank you. There hasn't been any news from the casino yet. No response, nothing.

Best regards

I understand this must be frustrating for you.

Thank you very much, Kara2022, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Kara2022 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Prism Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Thank you very much Peter!

Greetings all,

I have had the opportunity to review the situation and there are indeed wins on two separate $100 max cashout free chips. Unfortunately the rules of the casino state that only one free chip is allowed between cash deposits, these wins were the result of the 8th and 23rd consecutive free chips respectively with no subsequent (or account history of) cash deposit. Had there been subsequent cash deposits the max cashout value of each chip would have been honored (2x $100 though the first win was played back into the casino shortly after) however in this case none of the funds are eligible for withdrawal I'm afraid.

Supporting evidence has been forwarded to the casino.guru team for confirmation.

Best wishes,

Nick and Prism Casino

Kara2022, were you aware of the rule that only one free chip is allowed between cash deposits? Unfortunately due to this, none of the funds are eligible for withdrawal. Please let me know if I overlooked something otherwise I will be forced to reject your complaint.

Hello Peter,

I was not aware of that.

Nevertheless it is very rude of the casino simply just not replying to any Emails from me.

I am done, I won't play there anymore and surely won't make any deposit since having these issues with them.

I thought I had won 7000€, they can keep the 100€. This is just too ridiculous.

But thank you and your team for your support!

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter