The player from Ohio had won $100 after utilizing a $125 free chip and achieving a wager of around $4,000. The player had decided to continue playing with these winnings and increased the balance to $3,000. The online casino had then apparently deducted $1018, using the $100 max cash-out rule which the player claimed was already fulfilled with the initial bonus terms. The player and the complaints team had engaged in a detailed discussion about the issue. Despite the player's insistence that the max cash-out had already been fulfilled and the winnings were rightfully his, the casino maintained that they had acted in accordance with their terms and conditions. We had concluded that the player was entitled to his winnings and that the casino's application of the max cash-out rule was not intuitive to players. However, the casino maintained their stance, and the issue was closed as unresolved.
Palace of Chance Casino - Player claims his post-bonus winnings were confiscated.
Black points: 1,162
Amount: $3,100
Palace of Chance Casino
Safety Index:Above averageAgainst fair gambling
UNRESOLVED
Case summary
A few days ago I was on your website and I got a $125 free chip and a wager of around $4000.If I did that I would win a max cash out of one hundred dollars. I completed and satisfied all of the set requirements you put in your bonus and I won my max cash out of a $100.So you paid me all is well until I kept that $100 on your website and continue to spend it.And now i'm being told what I won isn't mine. See the max cash out was a $100 paid to me. I was allowed to do what I want to do with it. I kept it on there and I won. I have multiple screenshots showing that you took $1018 from me. My balance went from 2500 down to 30 and back up to 3000. It's.
Also on your website plain as day. The max cash out was a $100.Yes, and that max cash out was paid to me.After that it was mine there is not another max cash out in which I am not allowed to take the money that I win off the money that I already won. When $1018 was taken for me.That left me a $100.I kept spending on your site.And I won over three thousand and now that is being taken for me and I am pissed. I'm not mad about the 1018 being taken. And you paying me a 100. That is what we agreed to when I accepted the $125 free chip when I set up all night wagering over $4000. I won that $100 fair and square it was mine. To do what I wanted to do with. Instead of cashing it out.I thought I'll keep it on here and see if I can't double it well.I hit big and I want my money. Fair is fair And this is absolutely ridiculous that I even have to fight and argue with your specialist over text because every. One just keeps telling me that the max cash out was a 100 and I agree it was. And I want it and you paid me that $100. That was the max cash out. From then I was allowed to do what I wanted to do. You had no Say so on what I did with that. A few moments before your website took 1018. My balance was over $2500. I have not said one word about any of that going away because I agree. A $100 was the max cash out, but when you cashed me out and took a $1018. That $100 was mine. You had no more say on can't put multiple max cash outs on it. I could have removed it As I'm sure a lot of people do, but I didn't do that. I kept playing and wagering my own money.
Hi Howard M*****,
Thank you for reaching out to Palace of Chance.
We have received your email and will be assigning it to one of our support representatives.
IMPORTANT: Due to the high volume of incoming email traffic to our site, replies can take up to 72 business hours.
Your case number is 153836268 for future reference.
Thank you for playing with Palace of Chance and we look forward to chatting with you soon
Have fun and good luckSincerelPalace of Chance
Email: help@palaceofchance.com
This is a matter that has been going on since the 20th and multiple representatives have told me multiple things. I don't like being toyed along. I was professional with u and did everything ask of me. Including depositing and waging my own money on ur site that ur representative told me I would get back right away.
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Dear scottmillsgettinit,
Thank you very much for submitting your complaint. I'm sorry to hear about the problem you encountered with your gaming experience at the online casino.
To better understand the situation and assist you effectively, could you please provide us with some additional details?
- Could you kindly let us know if your bonus balance converted into real money balance while you were playing?
- Additionally, were your winnings capped or reduced at any point during the game session aside from the end?
- Do real and bonus funds have separate balances inside the casino account?
If you have any relevant communication or documentation related to this issue, please feel free to forward it along with your game history to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Dear scottmillsgettinit,
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 Howard here. Yes my balance changed while playing from like 1200 to 100 when they cashed me out I knew what they had done so I just kept playing figuring its my 100. My winning was not capped at Any point until I didn't get paid. They even approved my first withdraw or 1000 and when they denied the 2000 I knew they was trying to play with me. As far as do they have separate balances. Yes. It shows any bonus balance is NOT withdrawal able. As soon as u complete the playthrough u will 100. I pay attention alot and I seen it change in middle of play so I knew I was clear of the play through. It was my 100 at that moment to do what I want with it. I kept it in played it on and won its simple. I worked hard to get the 100 I did as ask and now that I won they don't want to Honor that. A max cashout was paid to me. 100 for sure. That's the only max cash out they talk about. Not multiple at there discretion.
Hi scottmillsgettinit,
- Could you possibly request and send your game history to petronela.k@casino.guru?
- Did a pop-up window appear after completing the bonus wagering, indicating that the maximum cashout of $100 must be withdrawn?
Thank you.
No window ever popped up telling me to remove my money. I have even contacted and played other casinos. When I get my cashout bonus it's mine to keep and do whatever I want with. I can keep it on the site and play whatever I want with it or remove it. Now the casino won't even talk to me. It's sad. A casino gets beat legitimately and won't pay up. That's sad. It was my lucky day and they gotta ruin it by being greedy and making new rules as the games go on.
Thank you very much, scottmillsgettinit, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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 scottmillsgettinit,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
Greetings all,
I had the opportunity to review the situation and unfortunately in this case it is not possible to cash out more than the maximum cashout on the free chip in play at the time of the win. The maximum cashout amount of $100 plus the account confirmation deposit were paid in full via Bitcoin shortly after the withdrawal request, there isn't anything that I can do to assist in this case I'm afraid.
Supporting documentation has been forwarded to the casino.guru team for review.
Best wishes,
Nick and Palace of Chance
You max cashed me out and redeemed ur coupon for over 1000 and then I hit 450 and over 3k. That's my 100 to do what I want with cuz the max cashout was paid to me via the 100 Givin to me by ur company as u/ ur company redeemed ur coupon. How is that hard to understand.
Also u said it's not possible to get more then the 100 max cashout with the chip in use . It was not in use after 2:27 a.m. the wins I got after that was with my money. That's is another statement made that shows it was my money that won and u kept my winnings.
Dear scottmillsgettinit,
thank you very much for your patience. I am currently reviewing and evaluating all the information provided. I will respond to you as soon as possible.
Dear scottmillsgettinit,
Our discussions with the casino and the case examination have concluded. Based on all the information provided, I believe you are entitled to your winnings. The casino team has already applied the maximum cashout to your winnings, so there is no need to reapply it. They mentioned technical reasons for requiring a successful withdrawal, but it is not intuitive and players are not aware of this. If you had withdrawn the funds and then redeposited them into your account, your winnings would have been legitimate. It was advantageous for the casino; you could have lost but couldn't win. There is certainly space for improvement on the casino's part or at least to assess similar cases individually.
Unfortunately, the casino team has made their final decision. They stated that they acted in accordance with their terms and conditions. I regret to inform you that I must now close this case as unresolved. Please be aware that this complaint will affect their safety rating on our website.
Kind regards, Jozef
