Palace Casino - Player’s withdrawal has been delayed.

"I am writing this to warn all players to stay away from PalaceCasino7.com. They are currently withholding €1,400 of my funds and have been ignoring my withdrawal request for over 40 hours.

I have attempted to contact their official support email (support@palacecasino.net) multiple times, but they are intentionally ghosting my messages. Their live chat agents (Katarina and Isabel) refuse to escalate the issue to a manager or provide any update.

Operator Details: Fin Tech Montana Azul Capital LTD

License Number: ALSI-202504039-F12

Amount Disputed: €1,400

This casino is showing zero transparency and is in breach of its licensing obligations. I have already filed a formal dispute with the Anjouan Gaming Board and I am now requesting Casino Guru to mediate. DO NOT DEPOSIT here until they resolve this. My username is babywild."

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Dear Babywild,

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

"Thank you for the clarification. I want to confirm that it has indeed been over 14 days since I first attempted to withdraw my €1,400.

Despite my repeated attempts to follow up, PalaceCasino7.com has ignored all my emails to support@palacecasino.net. Their live chat agents, Katarina and Isabel, have provided no updates and have now completely cut off communication by closing the chat on me.

Since the withdrawal has been pending for more than two weeks without any valid explanation or verification request, I am formally requesting that you intervene now and contact the casino management.

"Thank you for the message. I want to confirm that it has now been over 14 days since my withdrawal request. The casino is ignoring my emails and their agent Isabel closed the chat on me. Since the 14-day mark has passed, I request your immediate intervention as promised."

"I have already provided screenshots of my winnings and withdrawal requests from February 1st to February 28th. It has now been 28 days—exactly four weeks—since my first attempt. As per your policy to intervene after 14 days, I am requesting that you immediately contact PalaceCasino7 management and open a formal investigation (In Progress)."kind regards

"I have been waiting for two days for a withdrawal to be processed. Despite being told today by 'Ashley' that I would 'receive' the funds today, she refused to explain what that status meant

Subject: Formal Complaint -

"I am writing to lodge a formal complaint against palace casino ] regarding a withdrawal request that has been delayed for 48 hours without a valid explanation.

today at 12.15 status was marked as 'withdrawn' internally, yet no funds have reached my account. Today, a representative (Ashley) confirmed in writing that I would 'receive' the funds today but repeatedly ignored requests to clarify the payment method or provide a transaction ID.

I am concerned about the handling of my funds and the misleading information provided by their support team. I request your assistance in ensuring the immediate release of my funds kind regards Jody

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Babywild,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla