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Prism Casino - I just want my $100 withdrawal

REJECTED
Complaint Info
Disputed casino Prism Casino
Reason Delayed payment
Amount $ 100
Posted on May 4, 2020

Hi J deposit 170 dollars two week ago ended up winning a 100 but I keep getting the run around about the payment first they wanted a photo id then they wanted a bill with my name on for verification purposes. so I did all that now they want me to send then 5 credit cards in my name sounds like a scam especially when I deposited useing bitcoin. I love this casino and never had a complaint until now I hope this make this right because I love playing there site Im just disappointed and feeling let down account name jason8smith869

Posted on May 8, 2020

Hi Jason--

I'm sorry for the frustration you've been experiencing with this.

I've reviewed your account and there's a note here which is a bit confusing to me. Rather than speculate, I'll need to speak with our Payments Manager to get a bit more clarity.

I realize you've been waiting a bit to have this sorted, but unfortunately I will not be able to have an answer to you until Monday. As soon as I know what's up with this, I'll be back with answers.

All the best,

Tawni

Posted on May 11, 2020

Prism casino has contacted me and in the process of fixing the issue. Not fully resolved yet will keep posted

AskGamblers
Posted on May 14, 2020

Dear Prism Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

AskGamblers
Posted on May 19, 2020

Dear all,

This complaint has been reopened as per Prism Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on May 23, 2020

Hi Jason--

My sincerest apologies for not getting back to you sooner.

I now understand what's happened here: You used a coupon and received a bonus (VIPBLACK (1 of 9999) $388.17). As our bonuses are non-withdrawable, you would have had to have built your balance enough to cover that bonus amount (plus whatever amount you're withdrawing). In other words, for you to have had a successful withdrawal, you would have needed to have a balance of $488.17.

When this happens, we return the funds to the player's account so they can continue wagering in the hopes of reaching a successful withdrawal amount. This is what we did in your case--the funds were returned to your account on 5/14 and you played those funds down on that same day. As of now, there are no withdrawals pending.

I hope this clears things up.

All the best,

Tawni

AskGamblers
Posted on May 23, 2020

Dear @jason8smith869,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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