Palace of Chance Casino - Player's account closed after jackpot win.

I've deposited several hundreds of dollars playing this casino. In November 2023 I hit a jackpot and won additional. I have since emailed 10+ times. I have yet to hear back or receive my winnings. They blocked me from their website!!!

Hello bubbiesbargins,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Palace of Chance Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Since when is your account blocked?

Looking forward to your answer.

Regards,

Nick

Hello!

11/15- I won the jackpot $6282.00! The withdrawal limit is $2000 max at 1 time so I requested $2000 of the $6282.00 After I made the required deposit to receive my redemptions I noticed my withdrawl request had then changed on the casino's website. I immediately contacted customer support and asked what was going on with my withdrawal. I was told I am not eligible to receive my redemption because I had two accounts. I immediately asked for the date I closed and deleted one of the accounts because it was prior to me winning. The customer support with live chat advise me that the additional account they had was already deactivated. I requested The date when the additional account was deactivated several times and never got a response. I was told they could not give me that information. See attached screen shots. In addition to having correspondence with live chat I also have many emails requesting further follow-up from the casinon in this matter. I had submitted all documentation to get my account verified prior to winning as well. On 11/23 & 11/25 I won two additional times and in the amount of $200 and $500. I was told the first one would be approved the following day via live chat and haven't seen eitjee one of these yet. I later have tried to sign into my account and have been blocked all together. I've contacted inclave trying to get the date the 2nd account was deactivated /deleted and have had no follow up along with their complaint website 3 times and nothing. I have many more screens hotspot of needed. These are just a few of what I'm referring to.

Hello bubbiesbargins,

Do you confirm that you have 2 accounts in the casino?

Please note that you can never create more than one account in any online casino even if one of it was deactivated. You must request the casino to reopen it but never to open a new one.

I didn't realize I had 2 accounts. Prior to ever winning this was brought to my attention and the casino deactivated /deleted the additional account. The casino will not give me a date on when the 2nd account was closed because it was prior to me winning. And afterwards I won 2 additional times $200 & $300 and was told I'd receive the funds and then my account was blocked. I RECEIVED 2 EMAILS stating they received my issues and someone would contact me within 72 hrs and NOTHING.

Hello bubbiesbargins,

Can you clarify when did you create your first account (and when it was closed if it was closed) and when did you create the second account? Did you claim bonuses on both accounts?

Dear bubbiesbargins,

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 do not have these dates as I've requested them but was told they didn't have that information to give me. After I was blocked

Hello bubbiesbargins,

Is there any communication with the casino regarding the multiple accounts - that they knew about it before the wins and that they allowed you to continue playing?

Dear bubbiesbargins,

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.

In the event that the casino has history of all chat logs there was a time when I had a conversation regarding my account. 10/29 or 11/6/23 are possibly the dates I chatted with someone. I'm really sorry that I'M BLOCKED FROM THE WEBSITE preventing me from all access associated with my account.

Dear bubbiesbargins,

It seems strange at all that the casino knew about your second account but they did not block both of them. However, if your second account got verified only after the winning of jackpot, it is possible that they did not even notice that.

Based on the e-mails you provided earlier, the winnings were confiscated due claiming multiple free bonuses without making any deposit (or even won the jackpot from a bonus balance).

Would it be possible to forward the full deposit and bonus history not just the one provided earlier?

Looking forward to your answer.

Regards,

Nick

Dear bubbiesbargins,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.