On 24.12.2016 I signed up, made a deposit and activated the bonus. After that i played only in slots and clear all bonus. 40 days ago i was made a withdrawal request (12/28/2016 801 usd cash-out request from Prism casino to my Neteller account) I was send to Prism casino a all kind of documents which they need(copy of my passport, utility bill) I sent my documents many times to different email addresses. First time support said that the documents was received and checked. But after a few days I was told they don't have my documents and i need to sent it again to another email address. I sent them. On 12.01.2017 withdrawal request was approved. According the terms and conditions payment will be made within 10 business days after approval, Express or Standard. But money wasn't paid. I contact the support again and again. They said I will get my money soon. 25.01.2017 I received this email from documents@prismmails.com:
Thank you for sending us your documents. In order for us to provide you with a better customer experience kindly send us a scanned copy of Casino Authorization Form. It is a key requirements for withdrawal.
I asked in an online chat:
Why are you need authorization form along with a front copy of the credit card? If I did not use a opt to deposit into account using a credit card. You disagree with your terms and conditions(Before a cash-out (i.e., withdrawal of winnings) can be processed, the Player must provide photo ID and proof of address for the purpose of verification.
Should the Player opt to deposit into his/her account using a credit card, please note that the Casino requires an authorization form along with a front copy of the credit card.)
Support replied:
You do not need to add the credit card details if you will not use that. You just need to send us a signed copy of the authorization form with your Name and address. You can send a scanned copy or a picture will also do if the text is properly readable.
I sent scanned copy of the authorization form more then a week ago. Now when I try to talk via the online chat I see this:
info: Please wait for a Prism agent to respond.
info: Thank you for contacting Prism Casino. My name is 'Customer Support Center'. For your security, please verify the Email address, Username, and phone number on your account so that I can assist you further.
Customer Support Center: Unfortunately, we are experiencing very high volumes of traffic right now. Please try the chat again in 60 minutes,We apologize for any inconvenience caused.
I don't know what to do next.
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