Prism/Slots of Vegas/VIP Lounge/Cool Cat/Cirrus/POC/Club Player/Wild Vegas

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Last post ago almost 4 years by cindygreco
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    prism aff mngr

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        cosmod

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        Ingrid, thx, i see they approved half of my withdrawal from jan 3, and posted the other half pending as of today, does that mean i have to wait another 2 months  to have the second half approved, thx for the quick response, cosmod11
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        Hi, Ingrid-

        After reading through the posts, I must say that you are a gift from Heaven! Let me thank you in advance for all that you do.

        After what seems like a million deposits, I finally hit a big one at VIP ($5000) and cashed out last month.  Could you work your magic and see if you can find out status updates?  My only issue is that I use pre-paid VISA debit cards which, as you know, all of your group's casinos requested copies of.  Unfortunately, since these weren't "reloadable" gift cards, I simply threw them away before I realized that copies were needed.  I fished most of those disposable cards out of the trash, and I believe accounting is happy at this point. 

        My user name is blane36989.

        Thanks so much!

        Brian
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        maphesto

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        Ingrid!

        I have my money now!
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        prism aff mngr

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        Hi Gabe,

        Your documents went through this time, thanks for sending them again.  Everything has been checked and your account is ready for withdrawals, please feel free to request it once more.

        Best regards,

        Ingrid
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        prism aff mngr

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        Hi Cosmo,

        It usually takes 7 to 10 business days for withdrawals or installments to be approved, this one will be in line along with the rest of your withdrawals.  There's been delays lately but everything should go back to normal soon.

        Regarding the funds that were already approved, a wire transfer will be sent to your bank account within a couple of business days, you should receive it next week.

        Best regards,

        Ingrid
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        prism aff mngr

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        Hi Brian,

        Congratulations on your winnings!

        Documents in your account are in order.  You requested the withdrawal on Friday last week, it usually takes 7 to 10 business days for withdrawals to be approved.  If it hasn't been approved by March 15 please send me a PM and I'll be happy to look into it.

        Best regards,

        Ingrid
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        prism aff mngr

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        maphesto wrote:

        I have my money now!


        I was really happy to see that Maphesto, I was going to contact you in case you didn't already know.  Thankfully I didn't even get a chance to ask about it
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        cosmod

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        Igrid, thx for your help,and your quick response,well appreciated.i'll stay in touch, stay well ,cosmod
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        just_gabe

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        Hi Ingrid, and thank you very much for your help!

        Now that my account was approved can I request for a withdraw? or do I have to first make a minimum deposit?
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        prism aff mngr

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        Hi Gabe,

        The LCB free chip in Palace does not require a deposit in order to cash out, feel free to request your withdrawal now.

        Best regards,

        Ingrid
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        just_gabe

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        Thank you very much Ingrid, just requested it thru neteller, $107

        You're a true blessing for us the players
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        cjwiley

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        I have been trying for 12 weeks now to process a withdrawal through SV. I have sent documents five times. I have called three times. Each time I was told that the operator could not access my account so call back later. This is difficult to do as the hours for "customer service" are during my work day.
        I have been told various stories. Of course it started with the paperwork was not received and then part of it was and so on until that no longer worked as an excuse. I was told by a very snotty man on the phone that I had "breached" the rules so would only be paid a part of my winnings. Well so be it. However the only way I could possibly have broken the rules in regard to playing more than one free chip is my ignorance of the fact that SV is Prism is Cool Cat etc. If I had inadvertently tried to play a free chip it seems like SV would have locked out that chip.
        I did make deposit and playthrough as well as follow the rules to the best of my knowledge and do not ken to being called a thief.
        Reguardless, I still expect that I will be paid at least some of what I won as I would be told that I would.
        We are not referring to huge sums here -$250.
        I have sent no fewer than 20 emails all of which received the same response -- a customer service rep will get back to you in one day.
        All of this has been a sad experience as it was fun last January to play your casinos. However, the hangover certainly has not been worth the party.
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        cjwiley

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        Addendum to my last post -- the first deposit on which I was later accused of
        cheating had been "approved by the manager"  a full month before I was told that I had broken to rules so would not be paid.
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        tsaunaz

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        Hi, I didn't get your response until now, forgot to check.
        I have a withdrawal from a free chip playthrough ($99) that has been waiting since 2/20/10, I also withdrew $100 from a tournement winning.  I emailed about this, but have not gotten any response.  Can you help with this?
        tsaunaz
        prism aff mngr wrote:

        Hi Tanya,

        Think of free tournaments winnings as a type of free chip, you cannot have two or more in a row.  In this case, you had deposited $30 and when you won the first tournament, $100 were credited to your account which still had $26 in it.  Afterwards you shouldn't have continued playing tournaments, at least not without depositing again.

        So, in this case someone will void the rest of your funds except for the $126.  This is however real money, so once you have only $126 in your account you can feel free to request a withdrawal or you can play with them and cash out any winnings you have from them: but wait until your account only has $126 in it.

        The tournaments are VERY new, they just started a couple of weeks ago.  If you ever feel the person in live help didn't answer your questions, please ask to speak with another agent or a supervisor, they should always be able to help.

        Best regards,

        Ingrid
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        prism aff mngr

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        Hi cjwiley,

        I reviewed your account and it's complicated when several issues are combined, perhaps that is why this process has been confusing.

        Let me start by saying that the fact that Prism and Slots of Vegas are the same casino in no way affects your account or the situation.  You have a separate account in Prism, with a separate username and everything is managed as if they were two separate casinos.

        In general terms, and this is the case for all the online casinos that I've worked for, you should never request a free chip while you have funds from another bonus in your account.  When you do this, there is no way to separate terms and conditions for the two promotions and the rules usually say that funds will be voided.

        What happened in your case was this:

        You made a $50 deposit on January 31st (5 weeks ago) and received a bonus of $180.  The bonus you requested is a "no max/no playthrough" bonus, which means there is no maximum cashout and no playthrough requirements. In other words, if you play just $1 and hit a jackpot, you can simply cash it out without having to meet any requirements.  However, the bonus is "non cashable", which means that when you request a withdrawal, at the time it is approved, the $180 bonus will be deducted from whatever amount you request.

        You played with these $230, lost part of it and then requested a withdrawal for $100, which was denied since it doesn't cover the amount that will be deducted.  At this same time, you requested a free chip.  You then requested a withdrawal that included funds from your initial bonus and funds from the free chip and this is something you cannot do.

        So your free chip and its winnings were voided and what the casino did was return your $50 + $180 bonus to your account, for a total of $230, giving you an opportunity to try again. This amount is available in your account as we speak.

        You can feel free to request a withdrawal, but since the bonus will be deducted, you would end up receiving the $50 you initially deposited.  You can also play with it and once you have some winnings, request a withdrawal.

        I'm sorry to say your documents still haven't been received.  I'll send you a PM with additional email addresses where you can send them, including my own, that way we'll be sure to receive them and have everything ready in your account.  I always recommend that you send separate emails, one document per email, so that they're not as heavy.  You should also include your casino username in the subject or body text of the email, for example: Documents account cjwiley1.

        Best regards,

        Ingrid

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