Prism closed my account and kept my winnings

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 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.

On June 24, I deposited using a Match Bonus Code which included free spins. I played the required playthrough amount, above and beyond. I hit a jackpot and only cashed out a percentage of my winnings. I ended up playing the remainder. I immediately contacted customer support to make sure how to submit my withdrawal request and even chatted with them again after submitting it. I had spent some time reading their Terms & Conditions before I even deposited, so I would not be in violation of anything. I was always polite with them and waited patiently for my withdrawal to be approved. Finally, on August 4, it was approved. Now here's the nitty gritty:

I submitted a withdrawal request for $2500, they immediately took out the bonus amount of $82.50, leaving me a total of $2,417.50. Everyone agreed upon this. In August, when my withdrawal was finally approved, they split the amount up $330 (what they actually paid me) and $2170. And now that I'm doing the math, that doesn't make sense. What happened to the $82.50 that was already taken out for the bonus? Hmmm. Well I just thought since that was a larger amount that it would take longer to process. Fast forward a couple more days, I contacted them asking why the amount hadn't gone through and they told me that the bonus code that I used had a cashout limit. Now I cannot find on the deposit confirmation where it had the bonus terms, but I looked up the code that I apparently used and it says no limit cash out. Which is my understanding, that there was no cash out limit, I could withdraw whatever was on that code. I already spoke to customer service regarding that and now they're saying that that $2,100 isn't mine and they took it. Am I wrong?? They also had put money into my casino account, I believe, in hopes that I would play it and then I would forfeit my winnings by using.