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I had won a tournament and received $100 for first place. I knew the winnings had a playthrough of just one time so I had to spend a hundred to cash out what’s left after that. I soon was up to $270 or close to that and I switched games and got another bonus and was quickly up to almost $900. I played it down to $799 and figured I knew the playthrough had been met and how awesome would it be to actually cash out for once. I cashed out $750 so I could still play the other $49 and it said I was approved and if my winnings weren’t in my account in 30 mins I was to contact the casino to make sure I had entered the correct information. When I checked back a little later it showed a managers request for withdrawal followed by a managers approval for withdrawal for all $799 leaving me with nothing. I got into a chat with customer service and they told me because I had used a free chip before the tournament, the tournament itself was in fact also a free chip since it was a free tournament which made my winnings and all subsequent funds null and void. I couldn’t find anything to clear up where my winnings from the tournament were bunk or not, just where if I had used a free chip to enter a paid tournament then my winnings would be invalid but all I know is I took my winnings and turned them into $800 and when I tried to withdraw it, they took everything and could care less how I felt about it

Dear 5nmnnkkkxb,

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.

• Could you please advise if you redeemed any free bonuses from this casino in the past?
• Was your account, including the payment method, fully verified?

I have checked the general bonus rules and this is what I found (here):

SLOT TOURNAMENT TERMS & CONDITIONS

1. Unless specifically indicated in the Tournament Conditions, freeroll slot tournaments are available to depositing players as well as non-depositing players. In order to withdraw winnings from these tournaments, players must have made a minimum of one deposit and deposited within the last 3 months. The Casino reserves the right to void any freeroll winnings from non-depositing players.

• Could you please advise when did yo place your last real money deposit?

If you have recently played with real money, and the latest free bonus was activated after your real money play, kindly send any relevant supporting evidence to petronela.k@casino.guru.

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

Best regards,

Petronela

these are the latest transactions for the last six months

I apologize for the delayed response. Thank you very much, 5nmnnkkkxb, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, 5nmnnkkkxb,

I am sorry to hear about your problem. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Prism Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Prism Casino team,

Could you please provide us with an explanation of the player's situation?

What type of tournament are we talking about, and what happened before crediting the winnings from the tournament in question to the player's balance? Were any rules breached?

It looks like the complainant has not provided us with the important part of his transaction history, there is quite a big gap between the end of November 2023 and the beginning of February 2024, so it would be great if we could review the last period before the Tournament.

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru) or via Skype.

Thank you in advance for providing the information.

Greetings all,

Per the terms and conditions of the casino free tournaments are only valid for players who have deposited in the last three months, as you can see from the player screenshots above there have been no cash deposits only many free bonuses (also worth noting only on free bonus is valid between cash deposit/play sessions) for a very long time (October of last year). I'm afraid the funds would not be valid for withdrawal.

SLOT TOURNAMENT TERMS & CONDITIONS

1. Unless specifically indicated in the Tournament Conditions, freeroll slot tournaments are available to depositing players as well as non-depositing players. In order to withdraw winnings from these tournaments, players must have made a minimum of one deposit and deposited within the last 3 months. The Casino reserves the right to void any freeroll winnings from non-depositing players.

Best wishes,

Nick and Prism

Dear Nick and Prism,

I think I completely understand the situation. However, the player provided us with more data from his transaction history, and it was not clear what some rows meant there.

Can you please only explain what "Time Out Deposit" means in the screenshot below? Is it a deposit or is it some of the casino's no-deposit bonuses? Can you confirm or deny a claim that it was an unsuccessful deposit that did not go through and was manually added by the casino customer support after the user contacted them?

Before this transaction, was the last deposit on the user's account made on October 9, 2023?

If he made a deposit on February 6, 2024, after he accumulated the disputed winnings, to withdraw them, what happens with the real money deposit?

Yes the timeout deposit was a bitcoin transaction that didn’t show up correctly or at all actually, so five hours after I deposited it I had to chat with a casino rep and they credited my account but it showed as a timeout deposit and not a normal deposit. Basically the same as a manager approval sort of, but none the less, still a deposit. The timeout deposit was on November 18th and the tournament was on February 5th followed by another deposit on February 6th, which falls within the three month time limit.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Based on the information above I re-submitted the situation for review with the approvals department, they said that they could consider the timeout deposit as a cash deposit (though it was never confirmed as a cash deposit and credited as a good will gesture) however even with this multiple consecutive free roll tournaments are not allowed per the terms and conditions, there needs to be a cash deposit/play session separating them. Based on this they do not consider the withdrawal request to be valid.

It would also be prudent to note that the claimed amount within this complaint of $799 would not be accurate, free roll tournament wins come with a 1x max cashout. Had all conditions been met $100 would have been the maximum cashout value of this withdrawal.

Best wishes,

Nick and Prism Casino

Thank you, Nick and Prism Casino, for the additional information.

As I can see, considering the deposit was made less than 3 months before participating in the tournament, the following rules in the casino's Terms and Conditions (available HERE) should apply in this case.

"10. Unless otherwise specified, cash winnings from any tournament are subject to a 1x playthrough and 1x max cashout requirement.

12. The Player may not consecutively play in Free Roll tournaments. Should a Player play in one Free Roll tournament, the Player must make a real money deposit into his account to be eligible to play in a second Free Roll tournament."

1x maximum cashout is clear, so I will also update the disputed amount of the complaint to $100.

As for the part explaining consecutive Free Roll tournaments without making a deposit - Nick, can you please read my last messages in our external communication and provide me with additional details?

Dear 5nmnnkkkxb,

In the meantime, can you please provide us with a transaction tracking link/URL of the deposit you made to the casino on November 18, 2023?

Greetings all,

Perhaps I should clarify, there were many many consecutive free roll tournaments in a row in this case (too many to comfortably count without spending significant time doing so) contrary to the terms and conditions of the casino. Being as this is currently the factor we are referring to the above information would not be relevant to the situation I'm afraid, only that there was no deposit directly previous to the winning free tournament. I hope this clarifies things.

Best wishes,

Nick and Prism

Dear Nick and Prism Casino,

Can you please look at my last messages on Skype and provide me with additional information?

Dear 5nmnnkkkxb,

I am reminding you of the question you avoided answering but is very important for me now.

"In the meantime, can you please provide us with a transaction tracking link/URL of the deposit you made to the casino on November 18, 2023?"

hello branislav,

I have tried my best to be as transparent as possible at no time avoided any question. As I’ve shown in past postings, I had made a deposit in November then I hadn’t even played at this casino at all during December and January. Upon returning in February, I entered a tournament and won first place. Now if I understand correctly, the issue has changed from the issue of the deposit in November showing as a timeout deposit and now become an issue with the number of times I had played free tournaments in a row? So if I play four or five tournaments in a row, are they telling me that all my winnings from that point on are invalid and are removed from my account? I have resubmitted the screenshots showing my purchase then deposit of Bitcoin at 2 am, which was not credited until after 8 am when I had to have customer support manually put the funds on my account because it hadn’t reflected in my balance after almost seven hours. So I DID make a deposit, then within the 90 day cutoff date I had won the tournament and then followed with another deposit just to be sure. At this point, ALL of my remaining balance was removed, because of lack of a qualifying deposit. Now that I provide proof that I did deposit, the casino is saying I played too many tournaments in a row in the weeks before leading up to the tournament in which the problem began. The Bitcoin purchase was for $13 which had approximately $3 in fees making it $10 a deposit, as shown by the balance reflected with the "timeout deposit" which times shown in the screenshots will also corroborate my story. If any more evidence is needed, any questions still need answering, or any part of the situation still remains unclear, I can’t figure out how I could give any clearer of an explanation. Please let me know what else I should provide that I haven’t already and I will happily do so thank you again.

Dear 5nmnnkkkxb,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - although you made a deposit during the last 3 month period before the disputed winnings from the tournament in question were accumulated, another rule was violated - it is not allowed to claim more than one free tournament without making deposits between the free roll tournaments. Unfortunately, the provided evidence fully supports Nick's claims above - multiple/many free tournaments were used consecutively without making any deposit between them, and the disputed winnings were accumulated before the deposit on February 6, 2024, was made, so the winnings are invalid.

Since we are talking about free money given by the casino to players, we accept that online casinos can limit them by their rules as they see fit (unless it is against our Fair Gambling Codex). It would make no sense if the casino provided only free money and let players withdraw the winnings. It does not work like that.

The casino acted correctly and in accordance with its terms and conditions, and we accept its decision. You accepted the same Terms and Conditions during registration.

I am sorry we were not able to help you with this one, but 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.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Nick and Prism Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru