Mandarin Palace Casino - Player claims that payment has been delayed.

I made a withrawal on July 25 2024 from my deposited money for $2500. I have the statement that will show that money was won from my own deposited money and not from the free games. They’re only paying me $100 because they were saying it was won from a free spin. The winnings that they were saying is totally different to one I was trying to claim. Please help me resolve this issue because I played to this casino fair and square now they dont want to award me my winnings.

Dear Nikkoestores,

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

Yes but i’ve already contacted the casinonamd the host that I spoke to told me that the transfer that was done from their end is only for $100. He was trying to explain it to me but whatever he was seeing on his screen was totally different from what my statement says. Then he just hung up. I was very respectful when I was taalking to him.

Do you want me to attached the statements here that shows my winnings?

Dear Nikkoestores,

Have you received your withdrawal from the casino yet?

No not yet…I don’t think they will send it to me. I dont know why, just like I said I took a picture of the transactions showing that my withdrawal was from the money I deposited from my bank account.

Still haven’t received my withdrawal..

Dear Nikkoestores,

Would it be possible to forward deposit, bonus and betting history to nikolas.b@casino.guru for further review?

Yes. I would gather all that and send them to the email you provided asap

Thank you,

Nikko

Hello Nikkoestores,

Can you please highlight which withdrawal did you talk about and which were the deposits you win from in the betting history you forwarded?

Regarding the free bonuses - it is entirely up to the casino whether they give or refuse to give bonuses to any player. Nobody can force them to do otherwise.

Dear Nikkoestores,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Nick, I had sent you an email to the address you provided from our past conversation.

Thank you,

Nikko

Thank you Nikkoestores for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thank you for taking my case Nick..I’m looking forward working with Michal.

Thank you,

Nikko

Hello Nikkoestores,

I'm Michal, and I have taken over your complaint. I have reviewed your case and even though you have deposited real money you claimed a bonus almost all the time and you have also had a lot of free games, so it is not fully clear from the evidence you have forwarded if any restriction of the bonus or the loyalty spins were still in place.

I will contact the casino to shed more light on this matter.

We would like to invite Mandarin Palace Casino to join the conversation.

Dear Mandarin Palace Casino,

I kindly request clarification regarding whether the player's winnings were associated with any bonuses or complimentary chips, as well as whether there were any maximum withdrawal limits imposed on those funds. Additionally, could you specify the rules that were applied to the player's winnings?

Thank you Michal! Inviting mandarin palace would be greatly appreciated and also thank you for taking over the case. I also would like to remind you and the casino that they don’t give me any free spins anymore. I’m restricted on using free spin codes because they said I have used a lot of free spins than what I deposited which for me is wrong because I have deposited a lot in this casino. So the only time I get free spins is only when I use my loyalty points that O earned from playing. So all those free spins that you see on those statements were claimed by me using my loyalty points and I as far as I know money won from loyalty rewards don’t have limits as long as you meet the playthrough but let’s see what the casino says about it and if they could provide an evidence that the money that I won were from free spins that they offer.

Thank you,

Nikko Estores

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’ which may negatively affect its rating.

Morning Michal

Apologies for the delayed response. Please find communications from the CSC Agent that has been in communication with the player.

I reached out to player on the call and we went through his playback statement explaining how the winnings were accumulated from:  

On July 19th, Nikko deposited $40 and took advantage of a 120% match offer. He played with this amount but unfortunately lost it all. Subsequently, he converted his loyalty points into Big Game free spins. Upon playing these free spins, he was awarded a $43.30 bonus. Nikko then played with this bonus, met the playthrough requirements, and managed to accumulate winnings up to $700. He proceeded to request a withdrawal of $620.

During the routine review process, the finance department discovered that these winnings originated from loyalty points. According to our Terms and Conditions, specifically clause 11.11.4, there is a maximum withdrawal limit of $100 for winnings derived from redeemed loyalty points.

He accepted the outcome after I explained it to him, as he wasn’t aware of the max cash-in limit on loyalty points.

Regards

Mandarin Palace Casino

Dear Mandarin Palace Casino,

Thank you for the explanation.

Dear Nikkoestores,

As mentioned above, the casino team has provided you with an explanation, which you have acknowledged. I trust this matter has been adequately addressed for you. Please let me know if I can assist you with anything else or if I can proceed with closing your complaint as resolved. 

Dear Nikkoestores,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.