Palace of Chance Casino - Delay of player's withdrawal request.

I have contacted them several times that I have set in all the documentation they have asked for they said my idea was verified and that I should be getting a response and my withdrawal within two weeks and as I have not received my withdrawal

Dear jenjor1014,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you I used a bonus were I deposited 30 and they loaded 130 so I won over 800 so my withdrawal was 400 after they took the bonus money out 400 was my available withdrawal amount. I have submitted all my info and they said it was all verified and I have given them all my bank info

Thank you very much, jenjor1014, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear jenjor1014,

My name is Romi, and I will be assisting you in solving this case. 

I would like to invite Palace of Chance Casino representative to join this conversation. 

Dear Palace of Chance Casino, could you please provide more information about this case? 

Thank you in advance for providing the information.

Regards,

Romi

Greetings all,

I have reviewed the situation and I was unable to locate a submitted method of withdrawal in the email system or the player account. The withdrawal is requested as a bank wire transfer however until we have the necessary information submitted and approved (it needs to comply with the necessaries for our 3rd party payment providers) the account is not yet eligible for withdrawal. I would suggest contacting our service department via live chat jenjor1014, they should be able to give you the specifics and assist in getting these things to our finance department for review and approval. Until there is a verified means of payout within your account we will not be able to move forward here.

Best wishes,

Nick and Palace of Chance

Dear Nick and Palace of Chance,

could you be more specific, please, and tell us which are the necessary information you need from jenjor1014 to provide in order to get this issue fixed? Is there any email address that can be used to send this information, please?

Kind regards,

Romi

I sent that info already once but I will send it again asap thank you

Greetings all,

I can see that the banking details were received however we still require last month's bank statement for bank account confirmation per the requirements of our 3rd party payment providers.

Best wishes,

Nick and Palace of Chance

Hello.

Nick and Palace of Chance, thank you very much for your message.

Dear jenjor1014, could you provide the required documents to the casino, please?

Thank you all.

Have a great day.

Romi

I sent the bank statement in twice

Hello.

Nick and Palace of Chance, could you confirm that you have received the required document, please?

Thank you.

Romi

Greetings,

I located the bank statement within the email system and had it reviewed by our finance department, they replied that the account itself has had too little activity to qualify for bank wire transfer at this time per the requirements of our 3rd party payment providers. They also requested that you provide the opening date of the account if you would jenjor1014.

Once there have been further deposits and withdrawals from the account it should qualify for transfer, you will need to re-submit a bank statement at that time and provide them with the opening date of the account within this email.

Best wishes,

Nick and Palace of Chance

Thank you Nick and Palace of Chance for the update.

Dear jenjor1014, could you provide the casino the information needed, please?

Greetings,

Romi

I did and they told me there is not enough transactions in my account and theymight think a international money wire is suspicious so they are not sending me my money

Hello.

Nick and Palace of Chance, could you please tell us something more regarding this situation?

Waiting for your reply.

Best regards,

Romi

Greetings all,

Indeed, it is important that the bank account that is transferred to has some account transaction history and regular usage to assure that the wire transfer arrives safely. Our 3rd party payment providers are meticulous in assuring a successful transfer and dictate the terms under which we can make the transfer. One of their terms is that the bank account in question must be an account that is in regular use. Our finance department has reviewed the provided documents and assured me that once the account in question has a transaction history (deposits and withdrawals) we should be able to use it for our purposes here, the only other option at this time would be to provide another bank account that fits all of the required criteria.

Best wishes,

Nick and Palace of Chance

I am niw using it as my account i get my paychecks deposited to and all my purchases but they told me they wouldn’t deposit my money anyways and to spend it back in the casino

Hello everyone and thank you for your posts.

Nick and Palace of Chance, could you please tell us what can jenjor1014 do to be able to withdraw his winnings?

Waiting for your reply.

Best regards,

Romi

Greetings all,

You are doing the right thing jenjor1014, once the account has been active as you are currently using it (paychecks, bills, other payments etc) for a month it should qualify by the terms of our 3rd party payment providers. My best suggestion is just to hang in there, it's not a perfect system but for US based players following the terms as set out by the 3rd party is critical to assure that the funds transfer without issue.

Best wishes,

Nick and Palace of Chance

Thank you

Thank you Nick and Palace of Chance.

Dear jenjor1014, we will wait for the updates from you.

Greetings all,

Romi

Dear jenjor1014,

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.

I havent had any other info on my money

Dear jenjor1014,

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.

I now went on there to play the money and i cant do that either they just took the 400 back

Dear Nick and Palace of Chance,

Could you provide some more information regarding this, please?

Thank you for your cooperation.

Best regards,

Romi

Greetings all,

I see no issue there, the account is open and the withdrawal request is still in pending review status waiting for the confirmed method of withdrawal. You should have no issues cancelling the requested withdrawal and returning it to your playable balance jenjor1014. If you are having issues try clearing your cookies and cache and restarting your device, also the download version of the casino or Google Chrome generally provide the best player experience.

Best wishes,

Nick and Palace of Chance

Hello everyone.

Thank you Nick and Palace of Chance.

Dear jenjor1014,

Could you inform us about any updates, please?

Best regards,

Romi

Dear jenjor1014,

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.

Mo updates I will never use this app again

Dear jenjor1014,

Have you received your withdrawals?

Greetings,

Romi

Dear jenjor1014,

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.

Dear all,

Unfortunately, we’re forced to reject this case because jenjor1014 has stopped responding to our messages and questions. Without jenjor1014 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Romi