Palace of Chance Casino - Pelaajan voitot on takavarikoitu.

Hello,

I recently attempted to make a $20 withdrawal to my Coinbase account via coindraw. Upon sending my request, it returned as "denied." and I was credited the $20 I had initially lost upon submitting my request. My account's balance returned to $484.51.

Shortly after this, a "manager withdrawal" request was made and approved, taking away all of my earnings. I am currently very confused as to why my redeemable earnings were taken away from me by a manager, and would like to get this issue resolved as soon as possible.

Before attempting to make the $20 withdrawal, I ensured that there were no restrictions on my ability to do so. All of the requirements to withdrawal were met for the full amount of $484.51. Please let me know if you require any additional information.

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Hello

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.

• Can you confirm if you received any communication from the casino regarding this issue?
• Did you have any active promotions that could affect your withdrawal eligibility?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Yes, the casino communicated the issue promptly after taking all of my earnings with the following message

"Dear [redacted],

We regret to inform you that your recent withdrawal request has been denied. But don’t get discouraged - our team is at your disposal.

Our records indicate that you have redeemed more than one free chip without making a qualifying deposit in between. Please remember that our policy allows for the redemption of only one free chip between deposits.

To resolve this issue and ensure your future withdrawals are processed smoothly, please make a qualifying deposit.

If you have any questions or require further clarification, please do not hesitate to contact our customer support team.

Sincerely,

The Palace Of Chance Team"

I redeemed one free chip and deposited $1 into my account in order to reach the total earnings that were recently taken from me. Both of these factors fall within their listed requirements to cash out. Therefore, nothing should be impacting my eligibility to withdraw the money.

Thank you for your response.

I checked the general T&Cs and I found this:

Players may not redeem multiple free bonuses consecutively without at least one real money deposit of $30+ USD between them unless the bonus offered specifically states otherwise.

Please note that the vast majority of online casinos prohibit players from activating multiple free bonuses consecutively. In an ideal world, this would be enforced on a software level, however, as of now, as long as the casino states this clearly in its T&Cs, we cannot penalize the casino for confiscating your winnings, nor we are in a position to force the casino to return you the winnings. Therefore, we believe that the casino denied your winnings in compliance with their terms. I can only recommend that you always check the bonus T&Cs before you activate any offer and keep in mind that casinos usually do not allow this type of bonus use. Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you for your understanding.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.