Prism Casino - Withdrawal Not Processed Yet

mrodriguezz0426 United States
posted on May 19, 2016.

On April 19th I received an email stating the following:

"Hi Miguel!

I hope you are doing fine!

We will be sending a your payment soon and it is very important that you reconfirm the following information:

1- Name exactly as it shows in your ID (driver's license)
2- A valid phone number
3- Physical address where the check will be delivered

Disclaimer: A $250 fine will apply to a payment sent to you with your winnings if it happens to be returned due to an address or information mismatch.

Do not hesitate to contact us if you have further questions.


Prism Casino
Withdrawals Department
Phone Number: 1-844-632-0969
(Monday-Friday 12pm-5pm ET)"

I called up and spoke to this nice gentleman name Bill. Everything was taken care of over the phone. He had asked me to send an email which I did. Mind you, I had asked for a wire transfer, and was told by Bill that the first pay out needed to be in the form of a check, then why does your site doesn't specify that?
Hi Bill,

Thank you!

The name that appears on my driver's is: Mxxxx Axxxxx Rxxxxxx Rxxxxx
My phone number: 347-xxx-xxxx
Address: xxxx South 24th St., Allenxxxx, PA 18103

I will rather have the check written out to Mxxxx Rxxxxxxxx only because that is how my name is on my bank.
I received an email the same day stating:

"Hi Miguel!

Thank you for the information provided!

Please note your withdrawal should be sent within the next 10 to 14 business days to the processor. As soon we have the payment confirmation we will let you know.

Please let us know if you have further questions.


Prism Casino
Withdrawals Department
Phone Number: 1-844-632-0969
(Monday-Friday 12pm-5pm ET)"

On May 4, 2016 I sent an email to Bill asking for a status:

He stated that they have not heard from the processor and that he will send an email asking for a status and will keep me posted. The email was sent in Spanish, which I have in my inbox.

On May 11, 2016 I sent Bill another email asking for the status. Today is May 18, 2016 and I have not heard anything. I tried calling and it says all agents are busy now. I tried going into and the page won't load. What the hell is going on? Can someone please get back to me?


posted on May 24, 2016.

Dear @mrodriguezz0426,

Please let us know if there's some update on your issue.

posted on May 24, 2016.

Hi mrodriguezz0426 and AG--

I'm sorry for the slow reply.

I've looked into this and I do see that a payment of three of your five withdrawals was delivered successfully, yesterday. ;-)

I wish you all the best,


mrodriguezz0426 United States
posted on May 24, 2016.

Thank you for the information. Payment was received.

I do have an issue in the way my payment was handled, and I am hoping you are able to help me or perhaps give me a good explanation about what happened.

On my last deposit I made from my card, I used a promo code to get 250% or 350% match which gave me I don't exactly recall, but I believe it was around $225. I understand that bonus money can't be withdrawn, nor will the system let you withdraw the money until you have played through more than $1,000 (I believe it was somewhere around $1,200 or $1,450). Once I played through that money, the money I was allowed to withdraw was clean and free money.

My question is, if I use a promo code from your site, played through the money I had to play through before withdrawing was allowed and was able to withdraw the money, why are you guys deducting bonus money? The bonus I used had no wagering and no limits on withdrawals?

I'll really appreciate if someone can get back to me on this. Otherwise, you guys lost a big customer.

Miguel Rodriguez
Prism Casino: mrodriguezz0426

posted on May 25, 2016.

Hi -

I'm guessing you missed the Terms and Conditions:


"Unless otherwise specified by the Casino; all promotional bonuses are NON CASHABLE. Bonus money serves to enhance play and help to generate winnings but cannot be withdrawn as part of the winnings. The bonus will not be returned to the account but deducted from winnings by the Casino. At the point of cash out, all bonus money will be removed from the total amount of monies won."

I hope this clears things up.

All the best,