Palace of Chance Casino - Player is struggling to verify her payment method.

About a month ago, I won $700 with a no deposit bonus and was told that I could withdraw $100 if I made an inquiry.

Identity verification completed. After that, I was told to wait, and even after waiting, there was no contact. Repeat.

Finally, I was told to send my identity confirmation translated from Japanese into English, but I still did not receive any contact. .

Even if you send an email, it will be ignored. Even if you log in to the site, you will be logged out and you will not be able to log in after that. I'm very sad even though I contacted you over and over again. .

Dear ayapopo,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one?

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,

Tomas

thank you for your reply.

The documents submitted are driver's license and resident's card. I sent it on December 13th.

I only received an automatic response email, so when I made inquiries via chat many times, I was told to send the mobile phone bill as well.

However, I didn't hear from you for a long time, so when I inquired again, I was told to translate all the documents I sent into English and send them. I was told that on December 31st.

I was told that I would receive confirmation within 24-48 hours, but there was no reply. Of course I didn't get an email.

ayapopo,

Could you please forward me the communication between you and the casino regarding the issue? Please send it to tomas@casino.guru

thank you. Sent.

Thank you very much, ayapopo, 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 ayapopo,

I've just reviewed your case and fully understand your concerns about your problems with verification. I'll try my best to help you by contacting the casino.

Dear Palace of Chance Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case and specify any reasons for the player's account to not be verified? Have you received translated documents? Have there been any documents missing?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

Greetings all,

I can see that documents were reviewed, approved, and posted to your account on the 31st of December ayapopo. You will need to request the funds for withdrawal, currently they are in your playable balance. We will also need a valid form of payout, I believe I should be able to get you approved for Bitcoin withdrawal which I would highly suggest in this situation.

So let us know when you've requested the withdrawal and post your Bitcoin address here, I'm certain Natalia will be kind enough to lock the post from prying eyes.

Best wishes,

Nick and Palace of Chance

Hi Nick, thank you for the response. We received an additional email from the player and she wrote to us that she requested a withdrawal on 13.1.23 via Bitcoin.

Dear ayapopo, please let us know if your withdrawal request has already been processed and if you received your winnings from the casino. I'm looking forward to hearing good news from you.

Best regards,

Natalia

Thank you very much. Sincerely thank. It is in the process of being processed by the casino. I am waiting for the procedure to finish. It should be over soon. I will contact you as soon as there is movement.

Dear ayapopo, I'm very glad to hear that your request is already processed. I'll set a timer for you for 7 days, please reply in this thread when you receive the money during the set timeframe. I'm really looking forward to a positive outcome for you.

Best regards,

Natalia

Greetings all,

As mentioned previously we still need a valid method of payout.

Best wishes,

Nick and Palace of Chance

I wrote about 5 days after applying for withdrawal, but I haven't heard anything yet.

It says about 5 days...

I haven't heard anything since my last withdrawal request, and when I checked the casino, it's back to the state it was before I submitted my withdrawal request... What should I do? please help me…

Greetings all,

We have still yet to receive a valid method of payout ayapopo. I have searched every corner of our communications system to locate submitted payout information for you and still can't find anything. Until we have a valid means by which to pay you we cannot proceed.

If you have a Bitcoin account please post the address here and Natalia can lock the comment so only we can see it.

Best wishes,

Nick and Palace of Chance

Thank you, ayapopo, for your cooperation.

The casino representative Nick just informed me that he is working on this to help you, but it may take some time, so please be patient 🙂

Please, let us know when your withdrawal request will be marked as processed and if you will receive your money.

Regards,

Natalia

Thank you Natalia.

I want to receive it as soon as possible.

I applied today. It's strange that you didn't even send me an email because I didn't know your address!

Thank you.

Thank you, you have been credited!

I thought it would be impossible, so I'm really glad I consulted here!

very very happy! thank you!

Dear ayapopo,

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