Palace of Chance Casino - Player’s winnings have been cancelled.

The same as everyone else. First they kept deny I sent the documents, then when I showed them that I sent the documents, they just keep telling me that once they get my documents and verify them they will began the prosessof verifying them. Now they just gave me back my deposit without me asking, in place of paying me the 1500 I won

Dear James,

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. Do I understand correctly that your winnings have been cancelled due to a failed account verification? Did you receive any explanation from the casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

No there was no explanation other then they stated that there was a discrepancy with my debit card, but they never said what the discrepancy was

No no explanation, other then there was a discrepancy with my credit card used to make the deposit. I was never told what the discrepancy was

Thank you for your reply. Could you please advise if you have used any other payment methods to deposit funds into your account, or the credit card was the only one?

Please forward any relevant communication between you and the casino to petronela.k@casino.guru.

Dear Smurfslot,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I used just one card no other means of deposit

If your account is still accessible, could you please forward your cashier history along with any relevant communication to petronela.k@casino.guru? Thank you very much in advance.

Dear Smurfslot,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.