Palace of Chance Casino - Player's winnings confiscated after bonus use.

I won over $2500 playing on this site and when I tried to cash out they canceled my transactions and used manager withdrawal to take my funds completely. Support claimed I used too many bonuses but I signed up for the site on June 8 and used the bonus they sent me that day to start. They did give my small deposit back but that’s it.

Dear Mikeriddiculous,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did you play with multiple free bonuses consecutively?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

They claim that I did, but from what I could tell it was my first time accessing that site even by my transaction log going all the way back. With the attached image you can see I redeemed a bonus on 6-8-2024 but that is my first transaction. I know this site is apart of a group of sites and I have played on others before but figured they were separate.

all communication was through the live chat on the site but was only once where they made their claim and I told them they were full of it.

Thank you very much, Mikeriddiculous, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.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.  

Sounds good if there is anything else I can do to help please let me know.

Hello, Mikeriddiculous,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Palace of Chance Casino team,

Could you please explain the player's situation in more detail? Why have the user's disputed winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details/evidence to my email address (branislav.b@casino.guru).

All evidence I have is included in the claim comments and initial report, if you need copies of those emailed to you I can do that no problem.

Greetings all,

I have reviewed the situation and unfortunately only one free chip is valid between cash deposit/play sessions. In this case the win is on the 2nd consecutive free chip with no history of deposit previous to the confirmation deposit which has been refunded. The maximum cashout of $100 would not be eligible for withdrawal.

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

Best wishes,

Nick and Palace of Chance

It’s a nice feature to be able to see the casino response, I’m interested to know if the documentation shows this because their site didn’t show me that I had any previous bonuses used. Also odd that their system would allow me to attempt to cashout if I’m ineligible, not to mention a little scammy to send me bonuses every day and hiding the bonus usage rules with deposit in the terms and conditions. If they are correct I completely accept it but they are bringing these complaints against themselves due to a lack of transparency and bonus bombing my inbox.

Dear Mikeriddiculous,

After gathering all the necessary information and data, we are closing this complaint as unjustified due to breaching the casino's bonus terms and conditions - unfortunately, even though it would be the best option if casinos had such rules enforced by the system, it is not an industry standard. All players are obliged to read the terms and conditions and comply with them, and you accepted them upon registration. According to the casino's rules, each player has to make at least one deposit between no-deposit bonuses, and this condition was not met. You can find the applied rule HERE - section RULES - No Deposit Bonuses (Free Chips, Free Spins), point 18.). In addition, casinos can limit their bonuses as they see fit, and we are talking about free money given by the casino. If the casino offered only free money to its players, which would mean the players could only win and withdraw the winnings, it would not make sense to provide its services at all. Therefore, and since it is not against our Fair Gambling Codex, we accept the casino's decision. You are not entitled to the disputed winnings (which would have been $100 since it was a no-deposit bonus) because the data clearly shows that you accumulated the disputed winnings from the second no-deposit bonus without making deposits between them (the first one - coupon "35CHANCES"/$35 - you claimed and used approximately a month before the winning one). Since your deposit was returned, the casino acted in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Nick and Palace of Chance, for providing evidence and for your cooperation.

Best regards,

Branislav, Casino.Guru