Prism Casino - No Response to losing awarded spins

RESOLVED
posted on April 19, 2015.

Made a Deposit
Was playing Aladin wishes It said feature triggered I picked 3 objects that said x 2 then when I hit start feature it took money from my account never gave me my free spins with winnings times 2.
After contacting live help they said they couldn't help and needed to contact manager so he could check for glitches. So I did and that was 3 days ago with no response. I lost my deposit plus big potential winning at x2 my bet and want this resolved. I was a new player to prism usually plays lots of Vegas or Sloto so maybe that is the issue.
Thank you

posted on April 21, 2015.

Hi TapTap42,

I will be more than happy to look into this issue for you. I just need a couple pieces of information. What was the exact date that this issue occurred. Did you contact our support via chat or phone and if done via phone which phone number did you call.

Thanks,

Tawni

posted on April 21, 2015.

it was this past Friday and i used your live chat who stayed the couldn't do anything and I needed to contact the manager. I sent an email tithe manager like instructed.

posted on April 21, 2015.

Please excuse the errors in spelling I cell phone.

posted on April 23, 2015.

Hi TapTap42,

I took your query to our technical department. In turn, our tech department has asked RTG to step in and look into what has occurred.

This may take a day or two, but we definitely want to figure out what's happened on this The moment we receive RTG's report, it will be forwarded onto you and here at AG, as well.

All the best,

Tawni

posted on April 24, 2015.

Why was I asked to close this case as it is not resolved yet.

posted on April 26, 2015.

I still have not had a response and I was wondering how the hours work.... This complaint started on the 19th it is 11am on the 26th yet it says complaint has 51hrs left?

posted on April 30, 2015.

Hi TapTap42

We’ve received the report back from RTG and it is as follows:

This player got the feature with the option to pick only 3 lamps. One pick is awarded for each scatter in the trigger combination.

On each of the 3 picks the player got a X2 multiplier. This means 2 times the triggering bet, in this case $5.

This multiplier is applied for each lamp ($5 x 2 x 3) , which means that $30 are awarded.

You can see in the detail of his spin the details of all the multiplications.

The total payout of $33.75 was correct according to the results observed in the admin report.

I hope this explains things for you. As far as anyone asking to ‘close this case’, I have no idea what this is about.

All the best,

Tawni