Palace of Chance Casino - Player’s account banned during withdrawal.

I have won $400. And was working with them on a withdrawal . I sent all the information and then I get a message saying I am banned from the casino with no reason why.

Dear Vicklas,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

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 have been playing at Palace of Chance for 6-9 months

I was emailed this week to say I was Banned with no reason

I played slots at there casino

I don't play Bonuses but sometimes get free spins but I don't think I ever won anything

I have been playing at Palace of Chance for 6-9 months

I was emailed this week to say I was Banned with no reason

I played slots at there casino

I don't play Bonuses but sometimes get free spins but I don't think I ever won anything

Could you please share your communication with the casino regarding your account ban? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much, Vicklas, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello Vicklas,

I am so sorry to hear your account was banned. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Palace of Chance Casino representative to join this conversation and participate in resolving this complaint.

Dear Palace of Chance Casino,

Could you comment on this?

Thank you in advance for providing the information.

Greetings all,

These issues appear to be unrelated. For security purposes we work with a network of casinos globally who inform each other of various player related issues, it appears you were flagged for some reason Vicklas. When this occurred the single deposit of $50 which had been made to the account was refunded to the card of origin and the account was closed. The win in question was based on a $20 $100 max cashout bonus which was the 3rd consecutive free chip without cash deposit contrary to the terms and conditions of the casino thus the withdrawal was denied. Hopefully this clarifies things.

Best wishes,

Nick and Palace of Chance

I never received any money back that I spent at this casino and I was not playing any bonuses

Dear Palace of Chance Casino,

Thank you for your response and the information provided.

Could you provide us with the player's transaction history and bonus history?

I'll be awaiting your reply.

Greetings all,

I have forwarded the requested information to you privately Stefan, have a look and get back to me.

Best wishes,

Nick and Palace of Chance

Dear Palace of Chance,

Thank you for your response and the information provided.

Hello Vicklas,

I have reviewed the evidence provided by the casino and it appears you have received the refund of 50$. Could you double-check if you have received the refund on your card?

Regarding the free chip, I am afraid, the casino acted within its terms and conditions and you won't be able to receive the withdrawal.

I'll be awaiting your reply.

Thank you so much for looking into this, . I guess I was wrong. Apologies to you and the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.