Palace of Chance Casino - Player’s withdrawal has been delayed.

I have two pending withdraws from palace of chance I submitted everything they asked for and it was approved. They still have not released any of my winning for the two withdraws. I have contacted them several time and get the same response. They are sending it as urgent to the right department and I should get my withdrawal soon. I requested the withdrawal on 12/2/2021. It’s been almost a month since they received all the documentation they requested and it was ready for approval. I’m beyond frustrated that I can’t get a solution. I shouldn’t have to check in every other day just to hear the same answer.

Dear Jillian,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, 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

Yes it is still pending. I have been told they have all the information they need to approve the withdrawal. They just haven’t yet.

Thank you very much, Jillian, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@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.

Hello Jillian,

I looked at your complaint and will do my best to help you. I would like to invite Palace of Chance Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Greetings all,

I've reviewed the situation and I'll see what can be done to move things along for you Jillian. If anything else is required on your end one of my agents will be in touch with you directly via email.

Best wishes,

Nick and Palace of Chance

Greetings all,

Just letting you know that the first payment went out on the 14th of January to our 3rd party payment providers for disbursal. Generally we are looking at 3-10 business days on arrival. Let us know when that come in Jillian, I'll have a look at your account again and I can get to work on the next if it doesn't go out on it's own.

Best wishes,

Nick and Palace of Chance

Dear Jillian,

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