Prism sinks to a new low...

[rdg16403]

Here's a transcript of a chat I had yesterday. I know it's a rouge, and a part of the Virtual group, but they have been paying albiet very slowly, and they take USA. Anyone else ever have to resubmit their documents?

rdg16403:
Nicole: Thank you =) How may I help you ?
rdg16403: I've been a long time customer, and I have cashed out many times. I see that my withdrawal for $500 was declined today. Can you explain?
Nicole: Kindly wait while I access your account.
Nicole: Your withdrawal has been denied because you need to send in docs
Nicole: Due to security measures our Casino requests to all players to send in some documentation as: Copy of an Identification (Driver's License or Passport) a signed Certification Form for all the Credit/Debit Cards used including a copy of those cards (Click on the Link) and utility bill.
Nicole:

You do not have permission to view link Log in or register now.

Nicole: Please Click here:
Nicole:

You do not have permission to view link Log in or register now.

Nicole: You can send your documents to: ccprocessing@prismcasino.com or by fax 1-866-369-0548
rdg16403: I've done that in the past!!!!!
rdg16403: I've made 4 or five withdrawals since.
Nicole: Yes but we update documents every 6-8 months
rdg16403: Stalling tactic.
rdg16403: See if the idiot will play it out.
Nicole: so we need you to send the cc form and copy of the cards you have been using
rdg16403: Nothing has changed
rdg16403: I have an additional question...
Nicole: yes?
rdg16403: My last cash out was for $395. I recieved a check for 355.55. Where did the other $40 go? This has changed also. Tell me truely...is Prism on the verge of collapse?
rdg16403: I need to talk to the pit boss.
Nicole: You were paid $355 and the $40 were fees deducted for for transaction
rdg16403: When did that come into effect?
rdg16403: Was anyone notified?
rdg16403: embarrasing questions?
rdg16403: I'm getting very leary of this casino. Tell you what. I'll settle for an immeadiate payment of $350. I'll concede $150 just for the sake of being rid of the hassle. Take it or leave it.
Nicole: There's always been fees for withtdrawals. If you have any other concerns please contact the Withdrawal Department at withdrawals@prismcasino.com
rdg16403: send me a transcript of this session.
Nicole: sure
Nicole: Would you like my help on anything else?
rdg16403: Answer some basic questions. Why now? Don't you like customer good will? Are you insolvent? Are you trying to maintain the rouge status that all the main forums warn of?
Nicole: What do you mean?
rdg16403: which question?
Nicole: all these last questions
Nicole: just so you know there are always processing fees
Nicole: so that is why we deducted those 40$
rdg16403: Never in all my experiences with casinos have I been asked to re-submit my documents. It's a pain in the ass and you know it. I see it for what it really is. \
rdg16403: I have never been charged for processing.
Nicole: You need to resend
Nicole: *Authorization form for Visa#9218
Nicole: *Utility bill
rdg16403: Is trouble with USA policy making it too difficult to maintain your business?
Nicole: You just need to resend those
Nicole: for security
Nicole: they were received a while ago
Nicole: we just need to update your accoun t
Nicole: So please resend them asap
rdg16403: Ok, it is $500 after all. I will, but I realize this whole thing is a scam to put me off. Please send the transcript.
Nicole: why "a scam"??
rdg16403: Rules don't change in a customer oriented business without warning without creating ill feelings. Either I am being made mad because I am a prudent gambler, or you don't have enough to meet your bills.
Nicole: that is something i do not understand
Nicole: no one is changing anything
Nicole: 'we are simply following our security steps
Nicole: that is why we are requesting to update some docs
rdg16403: send the transcript. I'll send it to someone that does.
Nicole: So you can get your winnigns
Nicole: You can request a copy of this conversation
Nicole: You will be asked to get a copy of this
Nicole: after closing this chat window

 

[Marie2473]

I do not understand WHY anyone would play at a rouge casino EVEN if they have paid you in the past. This is why they are still around!!! What is the use of this place and all the time Max and the others put into it if people just read and ignore?? If I was dumb enough to actually play at those places, I would be to embarrased to post in a forum about it.. a forum that is working against them...

When it comes to docs. YES I have had to update them, with casinos ON the accredited list as well. I do not see it as strange at all. I also have to change my passport every 5 year...

 

[swampwitch]

Prism is garbage. Nobody should play there. Ever.

Having said that, asking for updated documents is reasonable, even for a rogue. "Nicole" handled your conversation like a customer service pro. You however acted like a tool.

Here's hoping "Nicole" finds a customer service job with an accredited casino.

 

[Diane]

I am sorry that you are having issues, but candidly you knew you were taking a chance by playing at a known ROGUE casino.

You may not like to hear this ---- but you didn't handle it very well with the CSR person either. From my experience (general CS support at any site) they are limited in what they can do for you due to the
rules and standard scripts they must follow.

You threw so much at her in terms of negative comments about the site and things far beyond her control -- that while I can understand your frustration --- she isn't the source of your problems. It's the fact that you chose to play at a Rogue casino. She also wouldn't have the latitude to negotiate a discounted settlement for your payout.

She did as much as she probably could -- try talking on phone to a manager or finance department representative to see if they can help you or insist on continuing to move up the food chain in terms of who you want to talk to about your valid problem. It may not work, but at least you will know you tried your hardest and talked to the DECISION makers as opposed to CS.

FWIW,
Diane

Here's a transcript of a chat I had yesterday. I know it's a rouge, and a part of the Virtual group, but they have been paying albiet very slowly, and they take USA. Anyone else ever have to resubmit their documents?

rdg16403:
Nicole: Thank you =) How may I help you ?
rdg16403: I've been a long time customer, and I have cashed out many times. I see that my withdrawal for $500 was declined today. Can you explain?
Nicole: Kindly wait while I access your account.
Nicole: Your withdrawal has been denied because you need to send in docs
Nicole: Due to security measures our Casino requests to all players to send in some documentation as: Copy of an Identification (Driver's License or Passport) a signed Certification Form for all the Credit/Debit Cards used including a copy of those cards (Click on the Link) and utility bill.
Nicole:

You do not have permission to view link Log in or register now.

Nicole: Please Click here:
Nicole:

You do not have permission to view link Log in or register now.

Nicole: You can send your documents to: ccprocessing@prismcasino.com or by fax 1-866-369-0548
rdg16403: I've done that in the past!!!!!
rdg16403: I've made 4 or five withdrawals since.
Nicole: Yes but we update documents every 6-8 months
rdg16403: Stalling tactic.
rdg16403: See if the idiot will play it out.
Nicole: so we need you to send the cc form and copy of the cards you have been using
rdg16403: Nothing has changed
rdg16403: I have an additional question...
Nicole: yes?
rdg16403: My last cash out was for $395. I recieved a check for 355.55. Where did the other $40 go? This has changed also. Tell me truely...is Prism on the verge of collapse?
rdg16403: I need to talk to the pit boss.
Nicole: You were paid $355 and the $40 were fees deducted for for transaction
rdg16403: When did that come into effect?
rdg16403: Was anyone notified?
rdg16403: embarrasing questions?
rdg16403: I'm getting very leary of this casino. Tell you what. I'll settle for an immeadiate payment of $350. I'll concede $150 just for the sake of being rid of the hassle. Take it or leave it.
Nicole: There's always been fees for withtdrawals. If you have any other concerns please contact the Withdrawal Department at withdrawals@prismcasino.com
rdg16403: send me a transcript of this session.
Nicole: sure
Nicole: Would you like my help on anything else?
rdg16403: Answer some basic questions. Why now? Don't you like customer good will? Are you insolvent? Are you trying to maintain the rouge status that all the main forums warn of?
Nicole: What do you mean?
rdg16403: which question?
Nicole: all these last questions
Nicole: just so you know there are always processing fees
Nicole: so that is why we deducted those 40$
rdg16403: Never in all my experiences with casinos have I been asked to re-submit my documents. It's a pain in the ass and you know it. I see it for what it really is. \
rdg16403: I have never been charged for processing.
Nicole: You need to resend
Nicole: *Authorization form for Visa#9218
Nicole: *Utility bill
rdg16403: Is trouble with USA policy making it too difficult to maintain your business?
Nicole: You just need to resend those
Nicole: for security
Nicole: they were received a while ago
Nicole: we just need to update your accoun t
Nicole: So please resend them asap
rdg16403: Ok, it is $500 after all. I will, but I realize this whole thing is a scam to put me off. Please send the transcript.
Nicole: why "a scam"??
rdg16403: Rules don't change in a customer oriented business without warning without creating ill feelings. Either I am being made mad because I am a prudent gambler, or you don't have enough to meet your bills.
Nicole: that is something i do not understand
Nicole: no one is changing anything
Nicole: 'we are simply following our security steps
Nicole: that is why we are requesting to update some docs
rdg16403: send the transcript. I'll send it to someone that does.
Nicole: So you can get your winnigns
Nicole: You can request a copy of this conversation
Nicole: You will be asked to get a copy of this
Nicole: after closing this chat window

 

[LHofsdal]

Question....

Why is it that the OP knew they were playing at a rogue site, knowing it will be forever and a day to get paid, thinks it is okay to fly off the handle and attack, yes I said attack the CSR who was professional, and curteous throughout the whole conversation?

With the way the gaming industry is in for the US player, it is not uncommon for them to ask you to update your documents. It may be a PITA, but for cryin' out loud, just do it. It is not like they are asking for your first born!! It takes all of 10 minutes to get these documents together and e-mail them.

All this hostility and rudeness coming from a self-proclaimed "prudent gambler"? I don't care if this CSR works for a rogue casino or not, she did not deserve to be treated like that. You asked her a question, she told you, you may not have liked the answer, but she answered your question. And the charge to process it is nothing new. Hell it is just about the norm now adays.

If you don't want to hear the answers to your question from the CSR's then e-mail them, they are going to tell you the same thing. Like it or not. Learn some manners, and see how much further you will go, being rude and hostile, is going to get you NOWHERE!!!

LH

 

[same_old]

Sorry but you can't come here crying foul now. As the above posters mentioned- this is not out of the ordinary for even accredited casino's but you know they are a rogue casino but will continue to play there so you have to take whats coming also.

I have to agree with Diane in saying it is people like yourself who are keeping places like this in business. There is So many accredited casinos that deserve your deposit but you go ahead and make them at places that would rip you off in a heart beat.

 

[nonif]

You have been lucky enough to win.
Lucky enough to get paid.
Still..You did not appreciated it and you are relentlessly trying a new way to NOT get paid. ???

 

[chuchu59]

They cant sink any more can they? Since you have been playing at Prism for some time you should not be surprisedby this blatant stalling tactic. If you send them the docs they are likely to first say they didnt receive them, they were unclear etc. etc. until they finally approve them which could take another month. After that the w/d request needs to be resubmitted and 30 days to receive your money. If you do not reverse it you should get your money. This is how rogues work and still manage to stay in business. If the amount is not huge they will try to place obstacles all along the way so you get frustrated and play it back. If you are strong-willed and leave your account alone you might get your money. Thus some players are right in that they doget paid by rogues. Having a better understanding of how they work and convey this to newbies is better than simply shouting to them not to play at rogue casinos. Its more likely you will get heard.

 

[Diane]

They cant sink any more can they? Since you have been playing at Prism for some time you should not be surprisedby this blatant stalling tactic. If you send them the docs they are likely to first say they didnt receive them, they were unclear etc. etc. until they finally approve them which could take another month. After that the w/d request needs to be resubmitted and 30 days to receive your money. If you do not reverse it you should get your money. This is how rogues work and still manage to stay in business. If the amount is not huge they will try to place obstacles all along the way so you get frustrated and play it back. If you are strong-willed and leave your account alone you might get your money. Thus some players are right in that they doget paid by rogues. Having a better understanding of how they work and convey this to newbies is better than simply shouting to them not to play at rogue casinos. Its more likely you will get heard.

Chu -
OP has been member here since 2006, hardly a newbie.

I don't think I shouted -- but patience is not in huge supply for experienced CM members who have a problem with a Rogue.

Am I missing something? I don't mind looking in the mirror if I should/could have handled it a different way?

Diane