Palace of Chance Casino - Player faces delayed withdrawal approval.

I submitted a withdrawal request on June 4,2023. Went through all the identity verification. Submitted all documents requested. Waited and waited. Last week I logged in to check status, was told it was approved and funds would be deposited within 24-48 hrs. I waited, again. Logged back in a couple days later only to be told no it would be even longer 48-72hrs. Repeated the whole process, then got told still needed my card info, repeated again and was told no still missing my address verification. Ive resubmitted all my info multiple times. Then yesterday I logged in only to see my withdrawal had been denied and funds were returned to my account. The only time I have been able to communicate with customer support is when I initiate a chat. I do have copies of those chats as well. But no emails from the casino. Except for email stating my request had been received. When I first started checking the status of my withdrawal things seemed to be ok until some time had passed so then I began pushing the issue even more. But to start with everything was fine, they had received all my verification documents went through the whole Hoo-ya thing or whatever it was called. Been so long ago. But even the customer service reps I firsts spoke with had agreed all my docs were received. And my funds would be deposited within x amount of hours. Then just all of a sudden there missing this, there missing that. No, they were'nt missing anything. Just stalling. And then they returned my winnings back to my account, denying my withdrawal and did'nt even send me an email, nothing. I had to find out by logging in. And I did that after chcecking my Coinbase account, seen my funds were not deposited like I had been told would happen. So I logged into my Palace of Chance account.

I did submit another withdrawal request earlier. And received an email stating it was received. No notifications saying any verifications were needed. No having to go through any other process in order to receive my funds. Nothing

I have tried multiple times now to upload/transfer my screenshots and files regarding my complaint but unfortunately I am not computer savvy. I'm using my laptop and my files are on my phone. Is there an email in which I could send them instead?

Dear bmswade1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Palace of Chance Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly there is currently no withdrawal request pending on your account? Do I understand correctly you were successful in using the same payment method before for withdrawals? Did the live chat offer any recommendations for you to follow in order to withdraw your winnings successfully?

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

Best regards,

Tomas

I did do another withdrawal request after the first one was denied. So in total this is the second request made.

No I have never withdrew from Palace of Chance before.

At first when I initiated the withdrawal request and contacted chat in order to check the status, I thought they were trying to be helpful in resolving the issue. But turns out they were not. They told me it was approved and being processed.

But after several chats initiated in order to check the status it seems they were just prolonging my wait time. After about the 3rd chat they began stating they didn't have all the verification needed. Which I submitted everything needed and then began resubmitting all my verification. I confirmed my bitcoin address at least 4×'s. Then was told needed to resubmit address verification. Twice I believe. Then I just decided to go ahead and resubmit everything so there was no doubt.

And then after giving another day or two to make sure they had time to process everything. When I logged back in that is when I learned my request had been denied and my funds were returned back into my casino account.

No notification stating it was denied and no reason was given.

Just my funds returned to my account.

That's when I contacted Casino Guru. And also submitted a new withdrawal request..

I have not contacted chat since the first request was denied.

I do have several of the chats but have been unsuccessful at uploading them as proof....

Thanks for the detailed explanation. If you struggle to upload the screenshots here, please send them to my email address at tomas@casino.guru

Dear bmswade1,

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'm sorry, been under the weather. Will email screenshots etc. asap

Forwarded emails and screenshots to the email provided in last message.....

Thank you very much, bmswade1, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi bmswade1,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Palace of Chance Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the withdrawal request was rejected?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Greetings all,

Apologies, any time I take more than 2 days off in a row things go sideways so thanks for your patience.

I had a look and I'll see what I can do to help bmswade1, if you'd be so kind as to confirm your Bitcoin address I'm sure Natalia will be kind enough to lock the post to keep it from prying eyes.

Best wishes,

Nick and Palace of Chance

Thank you for the reply, Nick.

Dear bmswade1, as per the request of the casino representative, could you please provide us with your Bitcoin address here, so that he will be enabled to look into the issue?

I'll keep your post private.

Regards,

Natalia

Thank you for providing this information, bmswade1.

Dear Nick, please check the Bitcoin address the player provided and let us know when you have any updates. Thank you.

Greetings all,

Much appreciated bmswade1, I'll see what can be done to assist here.

Best wishes,

Nick and Palace of Chance

Thank you, Nick. Let us know when there're any updates.

Hey all,

Just confirming that payment went out via Bitcoin yesterday (August 3rd) and is marked as delivered in Blockchain Explorer.

Best wishes,

Nick and Palace of Chance

Yes Thank you very much Nick. Winnings were finally recieved!

Thank you, Nick, for your help.

Dear bmswade1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia