Prism Casino - 選手の退会が遅れました。

I have been waiting on one payment since sept8th, $244.00, I had two more winnings October 26, one for $750.00, and $400.00, I hope you can help me out. I have screen shots of the winnings.

Dear Kkrusty11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello Kristina, the wins at Sunrise casino, are without bonus.

The wins at Prism casino are without bonus.

The winnings from prism casino, we’re won with no play through, or bonus, I am waiting on one for $750.00, and one for $400.00, waiting since October 26/ 2022. What a frustrating casino ,prism.

Thank you very much for your reply, Kkrusty11. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have been paid for the winnings, from September, pretty pathetic casino! When I chat with the. Casino, I always get lied to , about where my winnings are, how long are they going to take,, prism casino will not give me any time frame on getting my outstanding winnings, this is not how it should be, you should not have to chase down your winnings, it takes the joy out of winning! The outstanding balance from prism casino is, $750.00, and $400.00, since October, I am so fed up with this bull crap! Why can’t these casino’s just pay the players in a timely fashion, but I don’t think the know the meaning of timely! If I could actually go to the casino, then I would surely get my winnings. Another thing is, they are giving all the other online casinos a bad name! Pretty sad!

Thank you very much, Kkrusty11, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Kkrusty11,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Prism Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Prism Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

I just found out yesterday, that the money that is owed to me, was put back in my account, nobody at the casino communicated this info to me. I made a withdrawal yesterday, just have to wait again. This issue is now resolved.

Thank you, Kkrusty11, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Please close this case.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kkrusty11, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

PS: I'm closing this complaint on behalf of Stefan as he is unavailable at this moment.