Prism Casino - Stalling payments/playing games

UNRESOLVED
posted on April 22, 2013.

Typical payment stalling, originally faked not receiving my documents setting me back 8 days, had to resend them, put it directly to a 'manager'. Supposed to take 7-10 business days to process, its now business day 11 since the re-submission, spoke to support person 'Olga' today, was told to check back Friday and maybe they'd have something to say. I said that shouldn't be so, I feel that I'm intentionally being stalled out, was then smugly told to check back Wednesday. Would appreciate any help getting this resolved. I did some research beforehand on casinos and thought this would be one of the good ones. Very disappointed to be treated like this.

posted on April 25, 2013.

Dear Player:

I will look into this matter and will get back to you shortly.

Cindy Greco

posted on April 26, 2013.

Dear Player:

According to the records of the casino; your documents were approved on 4/9/2013 at 6:39:14 PM and your payment approved on 4/25/2013 1:47:31 PM.

Before processing your payment and as part of the procedure:

"Please contact Monika from the withdrawal department from Monday to Friday from 12PM - 5PM eastern time at 1-855-219-9369 or by email to [email protected] please make sure you provide me your username and the casino that I'm sending you this message. I need to confirm your name exactly as it shows in your ID, a valid phone number and your physical address."

If you need further assistance please let me know

Cindy Greco

posted on April 26, 2013.

thats funny how I call right now 20minutes before 5pm eastern and 'Monikas' message system says please call back before 4pm. That's funny. You guys are funny.

posted on April 26, 2013.

so let me guess the 10-14 day period you claim it takes to get it sent out hasn't started yet either. Unfortunately I didn't screen shot the convo I had yesterday with 'Bryan' where I asked specifically twice if there was anything else I needed to do and if the 10-14 day period has started. He confirmed I was "all set". Why don't you start triple checking people's identity for deposits as well and stall those out? Real cute.

posted on April 26, 2013.

Dear Player:

Please contact Monika on Monday. This is not going to delay your cash-out; this is part of the procedure so casino confirms all info before sending it out.

Please accept my sincere apologies for the inconvenience

Cindy Greco

posted on April 26, 2013.

I will call then, apology accepted! Please accept mine too for being unpleasant! But geez!

posted on April 27, 2013.

Heard from Monika by email today the 27th. Was told I'm not able to receive a check that it will be sent through Moneygram or Western Union. This is not a problem however I was also informed it will take 10-20 business days to send, not the 10-14 as stated by your policy and what I had been being told the entire time until now. I figure I should continue to update this so others have an idea of what to expect. When I first chose to use this site I was told that players were being "rapidly paid out". =/

posted on May 1, 2013.

Dear Player

Sending money to US players through the third party processors has lots of limitations.

As soon as they process your payment I will be informing you accordingly

Cindy Greco

posted on May 4, 2013.

Dear Player:

I will keep you updated once payment sent

Have a nice weekend

Cindy Greco

posted on May 6, 2013.

Okay. 6th of May now, over a month since I first requested withdraw.

posted on May 9, 2013.

Dear Player:

Your payment has been processed. A tracking number will be available by Monday.

Regards

Cindy Greco

posted on May 9, 2013.

a tracking number? What's that supposed to do for me, I don't need to track anything, I need cash in hand already.

posted on May 10, 2013.

Sent an email to the withdrawals department yesterday. Received a response today from 'Megan' saying "my payment has been sent to the processor for $200 dollars" and giving me this reference number LTK121660337570X. My withdrawal was for $1400 dollars with $400 of it being non-withdrawable due to restrictions. I am owed $1000 dollars, there should be no confusion about this. I've talked with multiple people and it's been confirmed, re-checked etc. This is very fucking scary news to hear. After all this time that you guys appear to be trying to skate me for far less money. WARNING: to anybody using PRISM casino right now, if I don't get my $1000 dollars these guys are no less than lying criminals. Stay tuned.

posted on May 10, 2013.

Thought this could help, copied from my account history page

Date Transaction Amount

4/25/2013 1:47:54 PM Manager Withdrawal Approved! ($1,200.50)

4/25/2013 1:47:54 PM Manager Withdrawal Requested ($1,200.50)

4/25/2013 1:47:30 PM Overnight Express Withdrawal Declined $1,200.00

4/25/2013 1:47:30 PM Overnight Express Withdrawal Approved! ($200.00)

4/8/2013 10:59:34 PM Overnight Express Withdrawal Requested ($1,400.00)

4/8/2013 12:46:25 PM Overnight Express Withdrawal Declined $1,400.00

1


unable to post screenshot here but did send one to the withdrawals department, hoping for no further bullshit.

Regards,

thanehorner

posted on May 10, 2013.

Dear Player:

Winnings came from a Reward Card. According to the Rewards Card site the maximum cash-out is 2 times the Reward Card amount redeemed.

You've used the Reward Card on 3/30/2013 10:06:43 PM

On 4/8/2013 10:59:35 PM a $1400 cashout was requested.

On 4/25/2013 1:47:31 PM the $1400 withdrawal was declined

On 4/25/2013 1:47:31 PM the $200 cash out amount was approved. (this is the amount you were entitled to)

On 4/25/2013 1:47:55 PM Withdrawals Department Manager removed the excess winnings which is the $1200 you see as manager Withdrawal.

Hope this clarifies your misunderstanding

Cindy Greco

posted on May 11, 2013.

Show me where on their site it states that. I don't see it under the "Faq" or "about us" and it wasn't on the paperwork that came with the card. Why would anyone ever load money onto this 'rewards' card if you could only win 2x the amount redeemed? They refuse to respond to these same questions I submitted yesterday. Clearly you guys are in cahoots with one another protecting your own interests. You guys are a joke, no one use this site.

posted on May 15, 2013.

Dear Player:

Your pick up information is available since 5/10/2013 7:07:56 PM. Please contact any Prism CS agent and request it.

Thanks

Cindy Greco