Palace of Chance Casino - Player's winnings were canceled as a result of opening multiple accounts.

Dear cgeno2157,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Do I understand correctly that the casino has not processed your withdrawal of $600 (dispute value) without further explanation? Have you made any successful withdrawals before? Have you accumulated these funds with or without an active bonus?

Thank you in advance for your reply.

Best regards,

Kristina

Yes I have made deposits and redeemed bonuses. I have copies of my transaction history and confirmation emails. Should I send them to you? I have never received a withdrawal request There were two requests made....One for $483 and another for $100 so apoximately $600.....and yes they have not replied to my many email requests as to why the withdrawal was not processed.

Now I also have several withdrawal requests submitted under the sister casinos (Dreams, Cool Cat, Prism, etc) that have also gone unanswered and declined. These are mostly winnings from free spin bonuses but i clearly played through the wage requirement on them and never asked for more than the max cashout amount.

Thank you very much for your reply, cgeno2157. You can send any supporting evidence to kristina.s@casino.guru. If there is any relevant communication between you and the casino, please forward it as well. Alternatively, you can post everything here. Thank you in advance.

Ok I have sent the documents via email since there are quite a few. Didn’t want to clutter up this feed. Let me know if you need anything else and thank you 😊

Thank you very much, cgeno2157, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Thank you so much. I really appreciate all of your help.

Hi cgeno2157,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Palace of Chance Casino to the conversation to participate in the resolution of this complaint.

Dear cgeno2157,

I received evidence from the casino suggesting that you opened eight accounts in the casino. Regarding the account linked to this email address, the winnings came from a no-deposit bonus after activating several in a row. I'm afraid I won't be able to help you with this issue. I can only recommend you open always only one account per casino in the future to avoid problems. I wish I could be of more help.

Best regards,

Peter