Received an email dated 11/8/2016, from Prism that contains more definitive clarity as to why they have been denying my withdrawals and not paying me my winnings. Prism is blaming me, and punishing me for their own managerial mistakes and actions, that Only Prism themselves created, and I have nothing to do with. Prism is using their own managerial mistakes committed, as a basis to deny paying me my winnings. Also note, you would think a reputable casino would carry the players best interest at hand, when it comes down to customer requests on live chat, as the technical side is not the players responsibility, BUT RATHER THE CASINOS RESPONSIBILITY!!!. The player cannot control the actions and mind of a manager at a casino. The player is focused on requesting, and playing, And live chat is a technical modem that the casinos use that is suppose to help and handle customer requests on the technical side, so that the customer may have a better playing experience. And in my case in partcular, for Prism to utilize a managerial mistake that prism committed on their own end only, and use that specific managerial mistake to turn around and punish me, when i did nothing wrong, by not paying me my winnings, is not right, unreasonable, and down right dirty business. Play by play my account history shows what Prism did wrong, not me,,, as i did nothing wrong... I made a deposit for $598, and redeemed a bonus. After wasting my time and losing my money on this ridiculous and horrible bonus, i became frustraited and did not want the bonus anymore as i was having very bad luck with bonus. So I made a deposit for $75. After making the $75 deposit, I went back into the casino to find i was unable to play different games like card games, roulette, craps, war, etc,, because all thes games were locked, and contained a locked symbol. After further checking and investigating i saw that the reason i was unable to have access to different games and my $75 deposit which stood unspent, untouched, alone in my withdrawable balance was because the slot bonus was screwing up things and was still active. So i next went to live chat and told them, I do not want the bonus, that the bonus is not allowing me to play different games, and I requested for Prism rep to cancel/decline the bonus so i could play other games with my own $75 deposit money without a bonus. Now from the email i just received from Prism today it explains what Prism Manager did wrong specifically when Manager handled my request on live chat, I will post email later on at end of this correspondence. Now after reading email, and according to email, here is where Prism caused a problem and made a mistake on their end, that they are maliciously blaming me for. THERE WAS STILL $35.03 LEFT OF BONUS MONEY THAT HAD NOT BEEN USED ON MY ACCOUNT HISTORY. YOU ALSO SEE ON ACCOUNT HISTORY A MANAGER REMOVE THE $35.03 BONUS MONEY FROM MY ACCOUNT, WHICH IS CORRECT. BUT THEN FOR WHATEVER STRANGE ODD REASON THE MANAGER BY MISTAKE CREDITED THE $35.03 BACK TO MY ACCOUNT. THE PRISM MANAGER SHOULD HAVE NOT DONE THAT, THE MANAGER MADE A MISTAKE. AS ACCOUNT HISTORY SHOWS PRISM MANAGER FOLLOWS WITH DECLINING THE BONUS. WHICH DECLINED MEANS NO MORE. DECLINED MEANS I AM NO LONGER LIABLE AND HELD TO THE RESTRICTIONS OF THE BONUS, AND MY ACCOUNT SHOWS CLEARLY THAT THE PRISM MANAGER DECLINED THE BONUS. Now its not my job to patrol what Managers do, nor the decisions Managers make. Nor can the customer/player control the technical end of the casino. Now i don't know why the Prism Manager made this mistake, and that's not my problem to figure it out. In otherwords the manager did not perform his job correctly on the technical side. Maybe this manager may need some more training, I don't know,,, and its surely not my responsibility to figure that out. As account history shows, after the Prism manager declined the bonus, i followed my $75 deposit with even more subsequent deposits, $34.29 and $52.96 and eventually got lucky at some point and won. Below is a copy of the email i received from Prism Support dated 11/8/2016. This email supports my argument that THE PRISM MANAGER MADE A MISTAKE BY MIXING FUNDS, i.e., manager removing $35.03 bonus money, and then irresponsibly re-crediting $35.03 bonus money back to my account. The Prism Manager made this mistake and the burden of this mistake lies solely with the casino and not me the player. Player should not be punished for Prism Managers mistake. Player suggest manager should receive further educational training, And we would not be having this conversation today if i lost. But we all know we are having this conversations today because i won. Player is requesting that Prism Casino responsibly pay player due winnings immediately in the amount of $3,954.00 without delay, as player has been waiting approximately 30 days and has not been yet paid.
To (i removed my email address) Nov 8 at 4:55 AM
Unfortunately, as the agent explained to you and I did too in the previous email, there are rules and they are explicitly stated in our Casino pages.
Once you are using a bonus, you should play it down to 0 in order to continue playing as you say with your own money, and the bonus you used was not played to 0, but there were ($35.03) left in your playable balance. You mixed funds and this is not allowed, it simply cannot help you win.
Therefore, now after the Withdrawals department denies your request again, you need to play this remaining bonus amount to 0, if you win with it, we will be happy to assist you on receiving your winnings, but we cannot do anything else at the moment.
You agreed to follow the rules once you signed in our casino, we are following rules as well.
Thank you for the understanding.
Elena N Finance Department