Prism Casino - Withdrawal denied & wagered bonus dissapeared

posted on March 10, 2015.

I signed up at Prism via askgamblers for their no deposit bonus. I succeeded to wager the bonus, that left me with 98 dollars cashable. Since their minimal withdrawal amount should be 100 I decided to deposit 90 dollars of my own money to be able to withdraw. But my withdrawal of the 188 dollar was denied, it said that I didn't fullfil my bonus acquirements for my first deposit bonus. But I never chose a first deposit bonus. And they said I didn't send them the documents but I did.
What happened is that after the denial only the 90 dollar that I deposited were transfered back to my account. So the 98 dollar that I wagered dissapeared, which were stated cashable before I deposited. I send them two emails about this in the last ten days, But no reaction. I chatted with customer service and they understood the problem and told me to get back when accountants were there, but no reaction on my mails. All administration about the denial and my reactions are in the attachement. I hope there is a sollution. Thanks. Cheers, Cristian Pielich

posted on March 14, 2015.

Dear @Sigfrido,
Any update considering your complaint?

posted on March 15, 2015.

No, unfortunately not... Do you?

posted on March 16, 2015.

Hi Sigfrido,

I’ve looked into this and here’s what happened:

You redeemed a free chip (using coupon code PRISM30). This free chip has a minimum/maximum withdrawal of $100. Unfortunately, you did not reach the $100 min/max to withdraw, so our system blocked your withdrawal.

You then deposited on top of the free chip which is prohibited, as this is mixing funds. Free chips and real money deposits are treated independently. Because of this, we cannot credit your deposit on top of the free chip. You can only play with one at a time, e.g., either the free chip or the real money deposit.

What we’ve done to hopefully fairly rectify this situation was credit your deposit back to your account for you to play. Once you’ve either reached a $0 balance or won and requested a withdrawal, then we will happily reinstate the $98 balance from the free chip for you to continue playing on.

Going forward, please remember you cannot mix real money on top of a free chip that is still in play.

I hope this helps.


posted on March 16, 2015.

Hi Tawni,
I understand what your saying but I think you should be more a little more flexible in this case.
Because the no deposit bonus was fully wagered to cashable money. To put it more accurate. When I was wagering the money I even had like 250 dollars. But when the wagering was done my balance suddenly changed to 100. But because I was playing I didnt notice right away and took to more spins on my game. That left me with 98 dollars which were cashable (but not really cashable because of your minimumwithdrawal policy). But the 98 dollars were in my account shows as CASHABLE MONEY. So I didn’t consider it anymore as free money. The whole idea of wagering bonus money is that once it is wagered it is no bonus money anymore, but then it is REAL MONEY. So what you’re saying about mixing money is not fully correct. It was already real money. And by depositing I added more real money. So I don’ wanna argue but your terms of policy, I just think you’re not interpreting it correct yourself. And that’s why I don’t agree.
It would also have been more appropriate that once the bonus money is wagered that you get a pop up with a notification. ‘’You wagered the free money, from now on you’re playing with real money’’. If you had done that I wouldn’t have gotten below the 100 dollars. And I wouldn’t made a deposite to cash my money. And we wouldn’t be discussing this complaint whatsoever.
I kindly suggest that you pay me the full 188 dollars. That means the 98 dollars which I converted into REAL and CASHABLE money and my own 90 dollars which I deposited. Hope to get some positive feedback.

posted on March 17, 2015.

Hi Sigfrido,

I understand your point of view, however, we clearly state our policies on our Terms and Conditions page (I’ve copied the relevant bits, below). You can find these terms relating to free chips, here:


- Unless otherwise stated, the max cash out for all no-deposit bonuses will not exceed 1 times the amount value of the bonus redeemed. All free chips valued at or below $100 will come with a cash-out limit of no more than, nor less than, $100.

- While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus(e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no deposit bonus will still apply. Once you have completed your play with the no deposit bonus, whether by requesting a withdrawal (with any excess winnings above the maximum allowed cash-out being removed) or by your total balance reaching below $1, we will credit the amount of your deposit back into your casino account along with whatever deposit bonus you would like.

With all this in mind, there are three options available to you:

1. First option is for you to play his deposit. Once your balance is $0 (or you have made a withdrawal with winnings), we will reinstate the $98 chip and you can try to build it up to $100 and make this withdrawal.

2. We can return your deposit (back to your Neteller account)and credit the $98 chip back to your casino account so you can try to build it up to $100 and make a withdrawal.

3. We can put your deposit back in your casino account and void the free chip for mixing funds.

I hope you can appreciate that we cannot make any exceptions on this. If we bend the rules for you, we have to bend the rules for everyone and this is simply not possible.


posted on March 17, 2015.

Hi Tawni, thanks for answering and the given options. Let's do option nr 2. So please transfer my deposit back to my neteller account. And reinstate the 98 of the wagered bonus. And I will see from there.
Thanks for the ''solution''. Cheers, Cristian

posted on March 19, 2015.

Hi Sigfrido,

You're welcome! Your $90 will be sent back to you as requested and the $98 is now in your casino balance. Please let me know if you require any further assistance.

All the best,