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

I received a free spins bonus code and redeemed it at PalaceofChance.com yesterday, July 15, 2024. My balance was negligible prior to playing the free spins and it was less than $100 after playing the free spins. There was a playthrough amount which I can't remember. After the free spins, I continued playing and my balance increased, even after accounting for the playthrough amount. I then initiated a withdrawal. I verified my identity and did all the steps outlined. My balance said my amount available for withdrawal was 1807.00. I only requested to withdraw 1750.00. They denied my withdrawal and zerod out my balance.

Dear hjean61978,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you kindly send me the link or the screenshot of the free spin bonus you activated and played with?

Have you received any explanation from the casino as to why your balance was confiscated? If you have, kindly forward me the email from the casino at veronika.l@casino.guru.

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

Best regards

Veronika

I don't have any emails from the casino as my conversations were via a chat window only and it did not offer the ability to save the transcript. They said I used a free spin code and made no deposits. However I did deposit Litecoin as part of their Identity verification process. They refunded me that deposit when they voided out my withdrawal.

Does the screenshot show your entire transaction history? Have you redeemed any free chips or no-deposit bonuses before you redeemed the free spin coupon PRIMALCHANCE25?

Please note that according to the Terms and Conditions of the casino:

18. The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

Dear hjean61978,

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.