Prism Casino - プレイヤーのアカウントは閉鎖されました。

Well February 12th 2026 I deposited The approximately $220 Indian casino with a bonus coupon. Started playing for a while and then took a break and was ahead. When I came back from the break I can no longer access my account. I immediately sent the email to prism casino questioning my access. This also came right after I submitted withdrawal request for their sister Casino Dreams Casino. On february 12th 2026, prism responded saying my access has been a revoked, to which I reply back asking for the refund of my deposit. I have not heard back.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Prism Casino .

Please allow me to ask you a few questions so I can better understand the situation.

• How long were you a player at the casino?
• Was your account verified?
• Have you received any other previous payouts from the casino?
• Have you completed the wagering of the bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Thomas,

I believe I have been a member since 2023, but rarely deposit with them. They are part of inclave so once you verify with one, you account is verified with all of them. Before I deposited, I verified with the casino that my account was indeed verified. The bonus was a no rules bonus so just a 1x wagering. I'm not sure if I completed it yet but I for sure wasn't done playing nor was ready to initiate a withdraw before the casino revoked my access. I'm not sure what my balance was at that point, so at minimum I want my deposit back if I wasn't allowed to play it thru

Dear Timmyleeb,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Timmyleeb,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Prism Casino to join this conversation and assist in addressing the complaint.

Dear Prism Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Greetings all,

I had a chance to review the situation and it appears the account was closed due to violation of the "multiple account" rule as outlined in the terms and conditions of the casino. Unfortunately in this case there isn't anything I can do to assist.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Prism

Dear Timmyleeb,

We have thoroughly reviewed the evidence, and we agree with the casino's decision.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru