Palace of Chance Casino - Player’s struggling to complete account verification.

Talked to live chat agent turned in proper documentation needed to withdraw winnings and have not been able to login since. Tried e mailing the help center 2xs and haven't heard anything back except a confirmation receipt.

Dear vinnocence,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Late one night I submitted the proper documents while speaking to a live agent whom told me they were good. The next day I went to log in through the website and kept being redirected to the login page (which I sent a screenshot with my original complaint to Guru.) I tried logging in through enclave however kept getting a message "oops something bad happened" and under it it says "back to home" (also sent a screenshot w/my original complaint.) And to this day I still can't log in. Iv tried different devices to log in however still get the same outcome. I have emailed the casino 2xs however only received 1 confirmation email stating they received my email and will get back to me soon. That was after the 1st email I had sent. I didn't receive anything from the 2nd email.

I just tried saying I forgot my password then I tried putting I forgot my username to see if that would help however it said I am an invalid user. I never closed out that acct.

Thank you very much, vinnocence, for the clarification. One last thing before well contact the casino, could you please advise if you accumulated your winnings with or without an active bonus?

I believe without. It's been a few months now so I'm not to sure but I want to say without.

Thank you very much, vinnocence, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear vinnocence,

I am so sorry to hear your account has been closed. I don't want you to worry at all. I will contact the casino and try my best 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 the resolution of this complaint.

Dear Palace of Chance Casino,

Could you please state why the player's account has been closed?

Thank you in advance for providing the information.

Kind regards,

Stefan

It's not just about my account being closed. I just found that part out. It's also about why they had me send in all the documents needed to withdraw my winnings and continue playing. Just to kick me off the site, not return my emails, then close out my account without giving any reason as to why.

Thank you for helping me try n resolve this

Greetings all,

It seems the underlying issue here is providing false information on signup. We are a global casino network with many brands we support and service as well as sister organizations we collaborate with. You have accounts in many of these casinos vinnocence which it would appear were registered for the sole purpose of redeeming and playing free welcome chips.

When you sign up with these casinos (multiple accounts in certain brands) you tend to use varying signup details to do so, in this case the signup details you used to register with Palace of Chance show different information about you then the documents you submitted prove to be factual.

Had it been an error on your part there probably would not have been an issue, but this is considered a pattern of fraudulent behavior and was deemed sufficient reason to ban you from our network globally including but not limited to Palace of Chance.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Palace of Chance

I spoke with a representative about my personal information and got it cleared. I'm not trying to be a fraud by all means had I wanted to be abroad I wouldn't be saying that I still wanted to play at the casino. A lot of the reason why I use different information is because I don't want to be scammed or spammed or anything else. But the documentation I provided was real documentation and even the lady that I spoke to last had said everything that I had was legit and ready to go. The only reason why I have different casino things is because I get emails on them so I just sign up maybe they shouldn't be sending out so many emails to people of different casinos if that's the case.

Dear vinnocence,

I was provided with proof that you have used the incorrect date of birth in the registration form.

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.

Kind regards,

Stefan