Prism Casino - Затримка зняття коштів

Submitted withdrawal on 7/24. I was already verified. It’s been 7 days submitted via bitcoin withdrawal. My issue is is that this site has plastered everywhere how quick their bitcoin withdrawals are, I’ll post screenshots. I’ve messaged support and they all give you the run around. Had one support rep tell me 4 days ago that he escalated my withdrawal and to check back in 24 hrs. I checked back and they tell me 7-10 days for approval then 7-10 days for withdrawal. But main page of site advertises "20 minute withdrawal" and also stated on their main page "your winnings are always handed to you in less than 24 hours" none of which are true. I’m posting this complaint to serve as a notice to others the slowness and lies of the Inclave sites and Prism. Beware if you deposit and want to withdraw be ready to wait a minimum of 20 days. Not 20 minutes. I have 13 million followers on my casino review channel and I was trying to fairly review this casino. I want this casino to honor its front page promises always not just when it’s convenient. Also one last note, it’s odd how as soon as you submit a withdrawal any deposits you make going forward on the inclave sites all of a sudden stop hitting. It’s a noticeable difference in the wins. You withdrawal you get punish no more winning, they will say it’s random outcomes but it manually changes to not win a lick going forward after a withdrawal.

Dear Richardstaylor31,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Richardstaylor31,

Have you received your withdrawal from the casino yet?

Hey no I have not

Thank you for your reply, Richardstaylor31. 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 advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate your winnings with or without an active bonus?

Thank you.

Dear Richardstaylor31,

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.

Hey no this is my first bitcoin withdrawal via bitcoin withdraw option.

as I said before casino advertises all over its 20 minute withdrawal or less.

I withdrew on 7/24 and on 8/7 the withdraw was considered "approved" then I was told please allow 7-10 business days. It’s now been 11 business days and supposed to be paid out. I messaged them and I was then told oh my documents were missing the back of my ID, even though on 8/7 everything was approved for withdraw. Multiple other chat reps told me everything was good to go just wait. Now that it’s the day of withdraw they make up that my document is missing what a coincidence. Now I’m being told to check back in 24-48 hrs. So close to 30 days now still nothing and they aren’t doing their job. False advertising. I’ll post photos below

Thank you very much, Richardstaylor31, for your cooperation. I will now transfer your complaint to my colleague Romi (romana.r@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.  

Hi Richardstaylor31,

My name is Romi, and I will be in charge of your case from now on. I would now like to invite the Prism Casino representative into this conversation.

Dear Prism Casino,

Could you please provide more information about this case to clarify the situation?

Thank You in advance.

Romi

Greetings all,

Our records show 2 recent successful withdrawals via Bitcoin, one on the 22nd (the one referred to in this complaint) and an additional Bitcoin withdrawal today (the 30th) for $2375. Both complete.

Please check your Bitcoin account Richardstaylor31, all looks good on our end.

Best wishes,

Nick and Prism

Dear Richardstaylor31,

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.

Thank you Nick and Prism for the confirmation.

Dear  Richardstaylor31,

Could you confirm your payment, please?

Best regards,

Romi

Dear all,

Unfortunately, we’re forced to reject this case because Richardstaylor31 has stopped responding to our messages and questions. Without Richardstaylor31 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We rejected the complaint because the player stopped responding.

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.

Best regards,

Romi