Prism Casino - Se cancela el retiro del jugador y se confisca el depósito.

On August 4th, I collected a free $30 USD chip since the terms stated that my country had no issues or limitations in playing and withdrawing with the promotion. I fulfilled the betting requirement to be able to withdraw, totalling $165.77.

Upon completing the betting requirement, $65.77 was deducted (since the maximum withdrawal was $100).

August 14th:

When I tried to withdraw, I was told I had to make a deposit along with KYC verification (I made a deposit in T-USD, which never arrived in my account, I figured there was just network delay at the time). After this, verification indicated that the deposit should be in BTC and not T-USD, I made such a deposit, which reached the account within minutes, and my account became verified.

After this, I made a withdrawal request once my identity had been approved.

In the end, between deposits, playing, and waiting, I ended up making a withdrawal request for $133.60. I was led to believe that the withdrawal would take three to five days (even though they state on their page that withdrawal is within 24 hours).

August 22nd:

Seeing that the deposit hadn't reached my account, I logged into the casino to check the status of the request. To my surprise, that same day, absent any prior notice, they cancelled my withdrawal and made another one for $133.60 USD (this was performed by a manager according to the transactions). In addition to this, they credited me $14USD worth of "promotion" credits, which obviously I could not withdraw. Because the other withdrawal was still pending, I played, lost, and was left with an account balance of $0.31.

Today, being the 24th of August, I contacted support (which is not 24/7 as their page claims), asking about my withdrawal. I was told that my country isn't valid and is not allowed to withdraw with the no-deposit bonus. They said I could deposit and play freely. At that moment, I checked the terms and conditions, and saw that nearly all countries were listed as not eligible to withdraw with the no deposit bonus.

I asked about my two deposits, and was told I only made one, which had been spent (yes, much to my surprise, the "promotional" credit turned out to be "allegedly" my deposit).

Ultimately, I'm seeking help, as the support was useless. They changed the bonus terms and conditions, and they don't want to return my money, even though I played and reached close to 500-600 USD with my deposit (thus I actually wagered my own money).

I just want my money back, even if they only return my deposits.

El día 4 de agosto cobre una ficha gratis de $30 USD, ya que en los términos figuraba que mi país no tenía problema o limitación para jugar y realizar retiro con la promoción, complete el requisito de apuesta para poder retirar con un total de $165.77

Al terminar el requisito de apuesta se restaron los $65.77 (ya que el máximo a cobrar eran $100).

Día 14 de agosto:

Cuando intento cobrar se me indica que he de realizar un deposito junto con la verificación KYC (hice un deposito en T-USD, el cual nunca llego a mi cuenta, y pensé que solo había lentitud en la red en el momento). Luego de esto se indica en la verificación que debe ser un deposito con BTC y no T-USD, el cual hago, y este si llego a la cuenta a los minutos y mi cuenta quedo verificada

Luego de esto realice una solicitud de retiro una vez se encontraba aprobada mi identidad.

Al final entre deposito, jugar y la espera, termine generando una solicitud de retiro por $133.60, a lo que me quede esperando ya que había leído que el retiro tomaba de tres a cinco días (siendo que en su página colocan retiro en 24 horas)

Día 22 de agosto:

Al ver que no me llegaba el deposito a mi cuenta ingreso al casino para revisar el estado de la solicitud, y me encuentro con la sorpresa de que ese mismo día, sin previo aviso cancelan mi retiro, y realizan un retiro nuevamente por los $133.60 USD (esto realizado por un manager según las transacciones), adicionalmente a esto me cargan unos créditos de "promoción" $14 USD, los cuales obviamente no me dejaba retirar y como el otro retiro se encontraba pendiente nuevamente, jugué y perdí, y mi cuenta quedo con $0.31

Hoy, siendo 24 de agosto me contacto con el soporte (que no es 24/7 como dice su página) para consultar por mi retiro y me indican que mi país no es válido y no tiene permitido retirar con el bono sin deposito, que puedo depositar y jugar libremente, en ese momento me meto a los terminos y condiciones y aparecen casí todos los países indicando que no pueden realizar retiro con la ficha gratuita...

Pregunto por mis dos depósitos y me indican que solo efectué uno, y que este lo gaste (si, para mi sorpresa el crédito "promocional" termino siendo mi deposito "supuestamente")

En fin, quisiera ayuda, ya que el soporte fue inútil, cambiaron los términos y condiciones del bono, no me quieren devolver mi dinero incluso siendo que cuando deposite mi dinero para poder retirar estuve jugando y llegue hasta cerca de 500-600 usd (por ende hubo apuesta de mi propio dinero)

Solo quiero mi dinero, incluso si solo devolverán mis depósitos.

Dear IgnaGz,

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

I checked the casino terms and conditions and found this:

"Country Based Restrictions

Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status."

with Chile players not being eligible for withdrawals from welcome no-deposit bonuses.

Did you present the details of the missing USDT deposit to the casino to investigate? What was the casino's response?

Do I understand correctly you accumulated winnings by playing with your 14 USD deposit?

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,

Tomas

Hello Tomas,

The fact is that before collecting the free chip in their terms (the pdf file) most of the countries were able to collect the winnings of the no deposit bonus, it was for this reason that I played in this casino (otherwise I did not waste my time), but today when making the complaint via support I review the document again, and well now most of them now appear that they cannot. Unfortunately, one does not expect the terms to change from one day to the next, so one does not keep a copy or capture of the exposed file...

Regarding the deposit in USDT, the casino's response today was as simple as "it's not there, it doesn't appear to me"

The final balance that remained of the bonus (once the wager was completed) was a little less than $100 USD and when the deposit was made playing it reached $133 USD for which the withdrawal was, basically I also bet my money to reach that balance (since at that point all the balance is one and does not make a difference of own money or bonus, everything was taken as real balance)

Hola Tomás,

El hecho es que antes de cobrar la ficha gratis en sus términos (el archivo pdf) gran parte de los países si podían cobrar las ganancias del bono sin deposito, fue por esta razón que jugué en este casino (sino no perdía mi tiempo), pero hoy al realizar la queja vía soporte vuelvo a revisar el documento, y bueno ahora la mayoría de ellos ahora figuran que no pueden. Lamentablemente uno no se espera que cambien los términos de unos días para otro, por lo que uno no guarda una copia o captura del archivo expuesto...

Respecto al deposito en USDT la respuesta del casino fue hoy tan simple como "no esta, a mi no me aparece"

El saldo final que quedo del bono (una vez completado el wager) fue un poco menos de $100 USD y cuando fue realizado el deposito jugando llegue a los $133 USD por el cual fue el retiro, básicamente también aposte mi dinero para llegar a ese saldo (ya que en ese punto todo el saldo es uno solo y no hace diferencia de dinero propio o bono, todo estaba tomado como saldo real)

Do I understand correctly you reviewed the document before you requested the bonus?

Do you allege the players from Chile were eligible for the bonus according to this document?

Did you download the document at the time you requested the no-deposit bonus from the casino? Could you please forward said document to me, unedited? My email is tomas@casino.guru

I'll await your reply.

Dear IgnaGz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.