Thomas from Austria is trying to withdraw his winnings. His account is under investigation, but it takes too long.
Palace of Chance Casino - Player has been waiting for his withdrawal for more than half a year.
Amount: $119
Palace of Chance Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello dear casino guru team!
It is incredible but this casino is the absolute junk.
I've been waiting for a ridiculous $ 119 payout for over half a year. 3 withdrawal requests have been submitted (the last one was on 11/22/2019). The account was verified 3 months ago and all data and information necessary for the payment are available to the casino. Questions are always answered with the same answers. You apologize for the delay but will file an investigation into the case and so on and so on ... NOTHING happens ...
My nick there is dethomus
NETELLER payment request dated 22/11/2019
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4 years ago
Hello Thomas.
We are very sorry to hear about your troubles. Did they mention something more than your account being under investigation? Could you paste the oldest investigation email from them here?
We will contact the casino and try to get some answers.
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4 years ago
Translation
Hello Matej!
Thank you for your message.
This "investigation" was only communicated to me in Live Chat after I asked about the whereabouts of the payment.
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4 years ago
Hello Thomas.
I truly don't know why this "investigation" is taking so much time. I hope Nick from the casino tells us more. Nick, could you please look into this case.
Thanks.
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4 years ago
Greetings Matej, Thomas,
Hope this finds you well.
From what I see on review of the case (and your interactions with the casino) the Neteller account provided was not eligible for payment and details for wire payment were requested. New payment details were never submitted that I can find. It seems you became frustrated with the process and rather angry. After you made some threats and rather disparaging remarks then requested the account be closed. Your account was closed on request and no further action was taken.
If you like I can petition the account for reopening but in most cases when a player has closed their account under such circumstances the closure is final. I can try but it would be at the discretion of our security team.
Best wishes,
Nick and Palace of Chance
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4 years ago
Translation
This is utter nonsense !!!
I have repeatedly sent the required documents in MULTIPLE execution to the various e-mail addresses and I received the same cryptic response from you again and again that the documents had to be checked. You are a really fraudulent association and I STRONGLY advise anyone interested in online casinos from ever depositing money at this casino. The support is horrible and the payment requests are delayed until the customer is so annoyed that he either gambles away the money or closes the account, just like me. You are a real black sheep in the area of online casinos and fortunately I have never experienced anything like you. I have submitted multiple payment requests (the earliest was more than 6 months ago) ... I was repeatedly put off or documents were requested that they had already received. It was also incredibly stupid that the casino always wanted to make it clear to me that I was from AUSTRALIA and not from Austria / AUSTRIA and therefore Neteller and bank payments would not be possible ... I wish so much that this fraudulent online casino was withdrawn from the market will and would do everything to make this happen.
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4 years ago
Hello Thomas and Nick.
Could you please put here some examples of communication. Crucial would be the message where the casino asked Thomas to submit payment details for wire transfer. From Thomas, one of the messages where there is confusion between Austria and Australia.
Nick, please try to ask your security department if they could reopen the player's account and allow him to withdrawal his balance with a wire transfer.
Thanks
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4 years ago
Translation
Hello Matej!
No, unfortunately that is not correct, I still cannot log in.
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4 years ago
Hello Thomas. Tomorrow I will be personally with casino representatives. I will try to speed up the whole process.
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4 years ago
Hey Thomas, Matej,
I submitted a request for account reactivation on your behalf but it was indeed rejected by our security team. Thomas, you made some rather extreme and insulting statements and they feel there is no benefit in continuing our relationship.
Being as you cancelled and played the approved withdrawal balance there isn't a lot I can do for you at this point except wish you well.
So, best to you moving forward.
Sincerely,
Nick and Palace of Chance
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4 years ago
Translation
This is such a bottomless cheek that is far more than brazen. You kept me waiting and fidgeting all the time, comforting you even though you received all the documents ... Again and again I heard the same nonsensical excuses on your part why the payment couldn't be made. This is your trick and your rail to keep the players waiting for the payout until they get too stupid and they gamble away the money. But you will not get away with that, I assure you ... I have already teamed up with some other affected parties and we will ensure that your garbage casino disappears from the Internet, I promise. You are cheaters, nothing else!
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4 years ago
Hello Thomas.
Nick provided us with some of your chat transcripts, and unfortunately, I see a point why they don't want to reopen your account.
Before the permanent account closure, you played and lost all the money left. Because your account is without funds and because casino showed us evidence with samples from how you communicated with the casino I am afraid that we cant help you at all.
I don't know for how long did you wait during processing the withdrawal or how many times the casino asked you something. Please consider that if you instead of writing them dirty words filed a complaint, probably the situation could be different. I can understand your frustration, but you should always be polite.
If you wish to write something more here, please do so (please be polite)
After seven days time limit, I will reject this complaint.
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4 years ago
Translation
All in all, I had waited for the payout for over 6 months and had advised the casino about the payout several times. It is just very unfortunate to notice how you collaborate with the casino and are under a blanket. My frustration is more than understandable if you had to wait so long for the payment and submitted all the required documents on time. After all, why do you get a little angry in the tone !? If you are constantly put off and fed off with flimsy reasons, this should be more than understandable.
PalaceofChance is a terrible casino and I can only advise all future players to keep their hands off this bogus pack ... There are scammers at work here!
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4 years ago
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I was demonstrably betrayed and put off until it was finally enough for me ... That my choice of words could no longer be the most polite is more than understandable!
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4 years ago
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I am ready to provide you with all the conversation, but I don't want to hear from this inept Nick and his junk casino anymore. It is only important to me that you can understand my frustration and I can warn gamblers to ever deposit money into this crook.
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4 years ago
Dear Thomas.
We are here to help players but also casinos to solve their complaints. We are doing it for free and based on all proofs what we get.
17 January I asked you to provide us with an example of your communication with the casino, you ignored this message. When I asked Nick, he showed us what you wrote to their live chat and other proofs which support what he wrote here. I understand your situation, but without cooperation from your side (and by cooperation I mean sending us proofs), we can't help you. Justice is blind, and when I compare evidence what you gave us (nothing) and what Nick gave us, it is pretty clear.
Personally, I don't understand at all is why are you writing this complaint now after half a year. If you wrote to us after one month of having problems with the withdrawal, we would be able to solve your complaint. After you lost all the money, it's too late.
From what you wrote:
"NETELLER payment request dated 22/11/2019"
If you are trying to get your money half a year it means that you submitted your first withdrawal in August 2019, am I correct?
From what Nick wrote:
"Neteller account provided was not eligible for payment, and details for wire payment were requested."
So why you still tried to use Neteller for withdrawing the funds when you should do a wire transfer?
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