Formal complaint

Their withdrawal procedure is after a request is made, which takes 7-10 business days to approve and 7-10 business days to payout after approval.

Every time I request a withdrawal, I have to come to their chat on the 11th business day for them to escalate the withdrawal to approval, which takes about another 2 days. Then again, I would have to come to their chat on the 11th business day for them to escalate the withdrawal that was approved to be paid, which takes another 2 days.

They say the max withdrawal per request is $2500, but they only pay half at a time, so you would have to wait another 10 business days for the process to start again.

I won $8k on Feb 2026. And so far, I only got paid 3k as of today, which is 2 months later which is ridiculous.

I requested $2500 on 11/20/2024 as a wire from Prism.

I sent in my id documents several times. My documents menu shows valid id and says status: Approved.

However it's been 5 months with no updates.

See screenshots.

Please help me figure out what the problem is and what I am missing if anything.

Thanks

I requested a withdrawal via Bitcoin.

I sent them everything they asked for; my ID, a copy of the card I used to deposit front and back, and a bank statement. After that, they wanted proof that I was a citizen!!! So I sent them my birth certificate.

During this whole verification process not once did they mention to me that I’m not eligible to withdraw via crypto. They told me I had to make a bank withdrawal and that they wanted bank details like the Name of the account holder, Bank address, the date the account was opened, the beneficiary address, and such.

The card that I used to deposit is Chime. Chime is a mobile banking and they do not do international wire transfers therefore I couldn’t get them the banking details. The rep just told me to get another bank and that they can’t process until they have what they need.

When I tried to log in to give them new banking info I found out my account was closed and all emails I sent to them came back as undelivered.

This is a legit winning and for them to refuse to let me withdraw is not right. I want my account re-opened so I can withdraw my money. And if they refused to let me back in then I asked that they refund me my deposits. I did nothing wrong and they shouldn’t made it this complicated to cash out.

I submitted a withdrawal request on 5/14/2024, 11:46:13 AM. I also submitted the required documents on 5/15/2024. Ever since then, I've contacted PrismCasino.com through chat every day. Every day they tell me they don't have the records or I'm missing a document. As you can see by my sent emails, I have been in correspondence with them numerous times. This should not be this difficult. Regardless, I have supplied them with what they requested, again and again, today they told me that my utility bill is too old, sent them a new one through chat. They had no problem receiving my money In, but paying out seems to be a different story, it just goes on and on and on.

I redeemed a no deposit bonus. On my end it said that the playthrough was complete and I could withdraw. I went to the casino’s customer service to verify if my playthrough was complete, that my winnings were valid and that I am able to withdraw. They said I just needed to make a $10 deposit in order to verify my account to withdraw. Before doing so, I asked support that if there was anything wrong with my winnings I get my deposit back. They said as long as I don’t play with them yes. I then made my deposit to withdraw my winnings and now it keeps getting rejected. Only now after I make my deposit that customer service sees that my playthrough isn’t complete. I would have never made the deposit unless on two separate occasions I was told that my playthrough was complete and also that I would get a refund if there were any issues. I understand the inaccurate play through is a technical issue and I still need to play more for my winnings to be valid. But now they are also telling me that they won’t give back my refund. I am so angry because I was lied two twice. First for saying my playthrough was complete and I can withdraw after the deposit and second that I will get my refund back if any issues. I have saved all the transcripts from customer service to show that they tell me everything is ok, I just need to make a deposit and will get refunded if any issues, then they told me they found errors and won’t give my refund only AFTER I MADE MY DEPOSIT. If this isn’t a scam that I don’t know what is. I don’t care about the playthrough and don’t care about my winnings. I just want my deposit back. I was told I would get it back if there were issues and now you guys are holding onto it. STAY AWAY FROM THIS CASINO

I made a deposit using my debit card and did not use a bonus with my deposit. On November 28, 2023, I requested to withdraw my $700 in winnings. My ID was already verified, however, I had to verify my debit card before I could complete the request. I immediately submitted my card information for verification. The verification was processed the same day. My account was fully verified and I requested the withdrawal to be paid to my Bitcoin account.

Due to past experiences with withdrawal requests, I decided I should check in after a few days just to confirm they had all of my required documents. On December 2, 2023, I messaged their chat line and was told by a representative that my debit card wasn't verified, and I needed to email a copy of my debit card, and I would receive a confirmation/case number in a couple of hours after sending the email. Even though my account was showing approved and verified, I submitted my card information via email as requested.

I never received a response with a confirmation number. Therefore, on December 6, 2023, I checked in again with a chat representative. This time I was told to submit all my banking information, in case they couldn’t pay me using Bitcoin. So on December 6th, I submitted all my banking information as requested. Once again, never received any confirmation or response.

Two days later, which is today, I again contacted a chat representative. This time I was asked to confirm my Bitcoin address, which I did. After giving my Bitcoin address, I was told it would be sent to the payments department so they could process my request. I explained to her they already had my Bitcoin information, I sent it with my original withdrawal request. The information was required at the time I requested the withdrawal because that was the method I wanted to receive my payment.

I feel like they keep requesting the same thing from me even though it has been sent to them and my account is fully verified and approved.

Thank you,

<full name removed>

On November 11th I submitted a $100 withdrawal from Prism Casino, after meeting a crazy $8,000 playthrough on my sign-up free chip and waiting 2 weeks or more for ID verification.

After not hearing anything for a week I emailed customer service I to this day have not heard back from them, I have sent them three to five emails. When I first started contacting them the chat on the website was not working and it is now, so for the last 3 weeks I have contacted chat and told them my situation, and each time someone says they will escalate my account to the appropriate department.

Nobody has contacted me I have had to contact them every time I was told my KYC was approved then the next person told me it wasn't then I was told to contact them in 3 days if I hadn't heard anything, I did, then I was told to wait another 7 days because of some other reason.

Then when I contacted them again I got the runaround saying they would escalate my account even after I said I just wanted the $11 that I deposited back. To withdraw those winnings I had to be a depositor, with a $10 deposit and they won't even give that back to me.

I do have screenshots and evidence of all of this but I cannot submit it here I don't know how on this complaint form.

Hi AskGamblers,

I have made 6 withdrawals in 2022 at prism casino. I was paid one payment in November 2022 and then the remaining withdrawals were denied without any contact or explanation and the win amount not paid is $8673. I provided you a screen print to confirm this. And now my ability to withdraw has been blocked also I don't know why.

I want my win from more than a year ago paid out and hope you can help me.

Thanks.