The player from Switzerland has requested a withdrawal three weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. The player has confirmed that he has received the payment, so the complaint was resolved.
Palace of Chance Casino - Player’s withdrawal has been delayed.
Amount: 175 ₮
Palace of Chance Casino
Safety Index:Above averageSafety Index
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6.8
Palace of Chance Casino has a Safety Index of 6.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
The account has been verified and the payment approved since the end of May. E-mails are not answered, in the chat it is said that it usually takes 7-10 days. NOTHING happened, unfortunately!
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2 years ago
Dear hugbearli,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? 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. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
Translation
Hello,
yes the payment is pending for weeks. The account is verified, the chat repeatedly said appointments such as "payments usually come on Fridays" and unfortunately nothing came.
I don't understand why you're asking although you can check my account and the withdrawal via username...? 🙁
It is also a pity that e-mails are apparently consistently ignored in your company ... ;(
With kind regards
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2 years ago
Thank you, hugbearli, for your reply. I’m sure you understand that I don’t work for Palace of Chance Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem.
I will now transfer your complaint to my colleague Michal (michal.k@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.
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2 years ago
Hello hugbearli
I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Palace of Chance Casino to join the conversation.
Dear Palace of Chance Casino,
Can you please provide some information regarding the player's withdrawal/s?
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2 years ago
Greetings all,
I have reviewed your account and according to our records the requested withdrawal was approved on the 3rd of June then paid out to your approved Bitcoin address on the 17th of June. Blockchain explorer confirms it's arrival in your account. Please have a look and get back to us.
Best wishes,
Nick and Palace of Chance
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2 years ago
Translation
Hello 🙂
Thank you for the information. In fact, I received a Bitcoin payment, which I could not assign because logically there is no sender etc. and my account with you was still "open". It would be nice if you sent customers an automatic email when they paid out 🙂
Dear CasinoGuru Team, please excuse the inconvenience and close the request.
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2 years ago
Great news, hugbearli. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. I would like to thank both parties for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Michal
