Lake Palace Casino - The player's balance disappeared.

Complaining I made a withdrawal of 15,222.50 on the 20thvl of June 2022 waiting patiently I decided to call not once but 4 times asking the status and if anything from my end was needed the representative that spoke to me answered and said the withdrawal would take 7 to 10 days so then I asked if my bank was ok and the operator sent me a list of banks which mine Green Dot Bank was on the list. So I hung up and waiting I called again after logging in to the casino lake palace casino noticing I had $1,150.00 on my balance which scared me because I knew I hadn't played since the 20th and leaving my balance at 0 so now I withdrawal the amount to add to my previous withdrawals.calling the representative I'm told that yes I had a pending withdrawal of 5 different amounts which are totaled at $15,222.00 then the operator puts me on hold and hangs up disconnecting the call. I call back and now I'm speaking to a Jack which looks into my account and states that my only withdrawal he sees in my account is $1150.00 where did my other money go? They are scammers,frauds and I do have all my receipts of my withdrawals as my backup and proof I want my winnings!

Hello chapitodenuevo2,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lake Palace Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request. Also maybe your payments have been processed that's why they are not visible anymore on your account.

Looking forward to your answer.

Regards,

Nick

I've been playing with lake palace casino for quite awhile which yes my account has been verified I e sent my i.d and bank cards which have been filed into my account. So when I won this amount of $15,222.00 and some I played with a $20 deposit I made noticing that everytime I withdrew i received messages stating I had a active bonus which threw me off because I was reversing my withdrawal using my winnings as a deposit first withdrawal I made and was pending was for $13,232.00 then my reversing many times leaving me with a balance of 4,000 then feeling determined I continued playing winning the $15,.... And some I was told reversing my withdrawals would start the withdrawal process all over to 7 to 10 days being deposited to my bank now I get a message stating that my bank does not accept wire transfers so the casino would put it back on my balance to play with but how would they know $1150.00 it hasn't been 7 to 10 days so? Another fraudulent scheme from there part mind you I never heard from them till I started calling

Hello chapitodenuevo2,

Do I understand it correctly that the balance you have was generated by a bonus? Did you try to request a withdrawal with a different payment provider since then as the bank is rejecting these ones?

Making a deposit with my money the bonus was based on matching bet so on as I played and made many withdrawals if I did have a active bonus me forfieting the bonus then I was allowed to withdrawal my winnings mind you this issue happened 3 times active bonus forfieted amounts never exceeding $10 my bank info I sent to do wire transfer was green dot bank each time I'm withdrawing being charged $20 for the wire and bank fees to wire to my account being told that the process would take 7 to 10 days. This was 4 to 5 withdrawals in a day or 2 I origanally won $13,232.00 cashing out did the whole wire transfer info to my bank ect... Well getting antsy I decide to reverse a amount and play testing my luck well as the day,night go and come sick to my stomach I lost my $13,000 and some leaving me with $2000 mad at myself for losing determined I refuse to lose well I did it played my winning balance at $15,232.00 and some excited showing my son making plans that when we get this money doing positive things for all 5 of my kids. Well cashing out doing the whole transaction info ect. I happen to find out each reverse withdrawal started the whole transferring process to the beginning so now being strong not playing or reversing my withdrawals 4 days later I log in the lake palace casino noticing my balance on my screen of $1150.00 so getting all ralled up Im like why do I have that amount on my balance when I know 4 days prior I cashed out to the last penny! Many questions going thru my head I automatically call the casino checking who what where and why that's when I'm told yes you have a pending withdrawals 5 different ones but in all total was $15,232.00 and some so that's already confirmed then the operator I'm speaking with mentions the withdrawal of $1150.00 that I withdrew before contacting the casino right well then as were going thru the amounts and so on the operator puts me on hold then losing connection I call back and now I'm speaking with a Jack so I address my concerns tell him about being put on hold and so on and Jack is agreeing till he advises me that the only transaction showing in my account is the one of $1150.00 I then get bothered with the whole situation explaining to him my concerns and where did my pending withdrawal go? Upset and all the emotions I get a message from the casino stating that those winnings were lost because I played on free spins and bonus so that didn't count I said excuse me I won fair and square off my reverse withdrawal never had a bonus or free spins after all I had $13,000 remember losing it all hitting big cashing out at $15,000.00 now how would the casino know that my bank does not receive wire transfers after all the process was 7 to 10 days. How did my pending withdrawal disappear to nothing and how do they figure I won my winnings thru bonuses reverse withdrawal never gave me free spins nor bonuses? Then receiving a message that my bank does not accept wire transfers but how would you know that the process was just starting for $1150.00? So how did I win that balance? They're trying to keep my $15,000 in winnings from my reverse withdrawals playing off my previous wins. I'm determined I'm not gonna leave empty handed they owe me I won that with my other winnings it's not fair and I have all my receipt of withdrawals amounts and withdrawals. I refuse to lose.

No I played out the $1000.00 no I never played with a bonus I was using my winnings so it's a reverse withdrawal to deposit money back into the casino account to play and if I did have a active bonus I forfieted the bonus of $10 giving it up to make my withdrawals so yes now that my bank does not accept wire transfers I opened another account for my wire transfers but I'm done giving my money or time to grimey casinos who steal lie and rob the customer THANK YOU LAKE PALACE CASINO

Now I can't even log in

Hello chapitodenuevo2,

Please note that if you reversed the withdrawals which were generated from bonus money, it will still remain as bonus money. It's not like you did not claim any new bonus, it is a bonus until you withdraw the balance. The first withdrawal request would be most likely deducted as well due the max win rule of the bonus so once you reversed the terms still did apply on it. Can you now access to the site? Please if you have any communication with the casino forward it to nikolas.b@casino.guru.

Regards,

Nick

No reverse withdrawal was from my winnings that I withdrew prior according to the operator every time I reverse a withdrawal re read the word reverse a withdrawal I start the process of my withdrawal over the casino gives you 48 hrs to reverse your withdrawal some or whatever amount you'd like to be put on your casino account to play it was not a bonus if so the casino would not let me withdrawal I Know this process too many times no bonus play no free spins it was my money my winnings!

Hello chapitodenuevo2,

Please note that until a withdrawal is fully processed, so it means it's on your own personal payment account, it remains as bonus money if it was generated from a bonus. It doesn't matter if you had it pending or not if you reverse it, it remains as a bonus. Could you please advise if you ever did reverse a bonus win and played with that? Can you please forward your deposit/bonus and betting history to nikolas.b@casino.guru?

Yes I'll send you all my withdrawal receipts if I did or do reverse my withdrawal that I claimed and withdrew adding my banking info ect.. the process takes 7 to 10 days. The operator from the casino lake palace "Jack" explained after withdrawal process the player has 48 hrs to reverse withdrawal starting the whole process once again as I've explained the starting point I deposit a min of $20 if I happen to apply a bonus the casino system will not allow the player to withdrawal giving the option of forfieting the bonus in my case I've forfieted 2 bonus to allow my to claim and withdrawal my $15,232.00 in who's mind would you not forfiet the bonus of $10 each hmm $20 or $15,232.00 which in my defense magically disappeared? So I was never told oh mam this withdrawal process is based on your bonus or so on

Hell ochapitodenuevo2,

Please forward the deposit/bonus/betting history to nikolas.b@casino.guru for further investigation.

Hi I've emailed my withdrawals and reverse withdrawals as well.

I hope that this issue is taken care fairly and that I will get my winnings fair and squared thx.

Thank you chapitodenuevo2 for the e-mails provided.

I would like to ask Lake Palace Casino to join us and explain the situation from the casino's point of view and help us resolve the issue.

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’.

The complaint will be now closed as unresolved as the casino failed to respond to us.