Prism Casino - プレイヤーの撤退は遅れています。

I have one withdrawal that was approved on 12-7-2020 for $550.00 and one that is pending since 12-12-2020 for $1000. I emailed my validation form and all the documents that they require for withdrawal on 12/11/2020. I have chatted with them a couple of times and they said 10 working days and it has gone beyond that. My username is okdi1953.

Dear ladydi53,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawals. Could you please advise which payment method you have opted for? Have you accumulated your winnings with or without an active bonus? Could you please confirm that your account has been fully verified in the past?

Do I understand it correctly that your withdrawals are still pending inside your account without being processed?

I realize that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello,

My documents were verified and they approved my first withdrawal of $550.00 on 12/7/20 but I have not received it. I originally requested a withdrawal for $700 but they took out $150 for the bonus I received. I opted to receive the money via check. I also have a withdrawal for $1000 that’s still in a pending status since 12/12/20.

Thank you very much, ladydi53, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you so much! I appreciate you guys so much!

Dear ladydi53,

I’m very sorry to hear about your negative experience. I will do my best to resolve your case as soon as possible.

I would like to invite Prism Casino into this conversation.

Dear Prism Casino,

Can you please indicate the current status of the player’s withdrawal requests?

Greetings all,

The first payment went out to our 3rd party for you on December 22nd requested as a check, in theory (though it is a physical check being sent during a global crisis during the Christmas season) it should have arrived via courier by now.

Could you please confirm if you're received the initial check payment or not?

Best wishes,

Nick and Prism

I haven’t received anything from you guys whatsoever as of 1/13/2021

Dear ladydi53,

Do I understand correctly that the check was successfully delivered to you yesterday, Jan 19, 2021?

Yes I received a check in the amount of $525.01 on 1/19/21. Now awaiting for the $800.00 withdrawal.

Thank you, ladydi53, for confirming. Have your received any status update of the second withdrawal?

No I have not as of 1/20/21. Thank you

Dear ladydi53,

Have you tried contacting the casino’s customer support regarding the status of your second withdrawal request? Since Prism Casino belongs to a group known for longer-than-usual payout times, I would like to kindly ask you to wait one more week. If there’s no progress by then, we will intervene. I truly believe it’s only a matter of time before your second withdrawal will be processed.

Thank you! I will give it another week and I will contact customer service as well.

Hello Diana ,

Thank you for your email.

Your next payment of 775 + $25 Service Fee was initiated on 1/20/2021. We will be sending you the tracking details as soon as we receive them from the processor.

Have a lovely weekend.

Kind regards, 

--

Winnie

Finance Agent

Here is an update on my second withdrawal

Dear ladydi53,

I’m glad to hear the good news! I would like to kindly ask you to let us know once you receive the check or if there's any development regarding this issue. I hope to see your complaint resolved soon.

Can you please give me an update?

Dear ladydi53,

Unfortunately, we have not received any updates from the casino representative since our last conversation here.

Dear Prism Casino,

Can you please indicate the current status of ladydi53’s withdrawal request?

Hey all,

Payment was indeed released to our 3rd party for disbursal as a physical check on the 20th of January ladydi53, as a general rule it arrives within 10 business days or so however it is a physical check we are talking about and these are exceptional times we are in. You should be seeing tracking information coming to your email as soon as the check is available for delivery.

Please give it another week and if it hasn't arrived yet then I can look into it for you.

Keep us posted!

Best,

Nick and Prism

Dear ladydi53,

Could you please confirm if you’ve received the check?

No I have not. Can you provide a tracking number and the courier?

Hey all,

I have requested the requisite department review the situation for us, I'll give an update when I have some new information.

Best,

Nick and Prism

Thanks! This has been too long as it’s been almost a month.

Greetings ladydi53,

On review they found no issue with the current payment and it was requested we give it some additional time for the check to arrive. Apologies for the inconvenience and thanks so much for your patience.

Best wishes,

Nick and Prism

Dear ladydi53,

I’m setting the timer for additional 14 days. I’d like to kindly ask you to let us know once you receive the check. I truly believe it’s now only a matter of time before the check arrives.

Today marks a month since my second withdrawal was approved. Still nothing😡

I received $775.00 today via FedEx. Thank you so much for all your help Casino Guru!

Dear ladydi53,

Thank you for using the Casino Guru complaint resolution center. We’re very glad that you have received both payments. We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru