Palace of Chance Casino - Player’s withdrawal is delayed, with no answer from support.

I played a no deposit bonus. I had previously made a deposit and played according to their rules of the promotion. I won $100. On February 27th I requested withdrawal. I'm not even sure it was received I have not got any information about it no emails no messaging my account on their website nothing. I try to contact their 24/7 live support because the phone number doesn't work and nobody responds to any emails which I send almost daily. The money is gone from the account but I have not received the payment or an email about the payment or 24/7 support cannot tell me anything about the payment. They just tell me the contact them back in 48 hours they have sent all my information to the financial department it needs to be reviewed. Every time I contact one of their agents they need to verify my information for some reason even though my account has been verified. Then it's contact us in 48 hours. Now they've blocked me from being able to contact 24-hour support. This said only to contact them by email which they have never responded to. I just get a canned response so much so that my email service provider has started sending their emails to spam.

Hello Js1436,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Palace of Chance Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? How many times did you deposit into the casino and how many bonuses did you claim in total? Is the withdrawal currently pending or the money is not on your account at all?? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes my account was already verified February 15th. I made 1 deposit into the casino. I did play multiple promotions without a deposit, at the time didn't know I couldn't do that. I did make a deposit before the last promotion I played. My account has a 0 balance. I only got a message in my account on February 27th saying the withdrawal request was received. I spoke to them yesterday information on the withdrawal, why it was taking so long. That is when they blocked me from being able to contact 24/7 support . They have never responded to an email that wasn't a canned response.

Hello Js1436,

What did they respond when you contacted them by e-mail? Can you please forward that communication and your deposit, bonus and betting history to nikolas.b@casino.guru?

They finally responded and said the same thing. I played multiple chips. Ok, I made a deposit, played another chip and won some money.

Hello Js1436,

Can you please clarify if you did claim multiple bonuses in row? When was the last time you deposited?

Dear Js1436,

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.

February 16th 2024 I deposited. I was emailed on march 20th saying I would be paid out. I still have not been paid out

Hello,

This is Julie Carlson following up on your ticket number 153827458

Thank you for holding, I see your withdrawal request was approved on 3/20 for $100. Please keep in mind our time frame:

All withdrawal requests are reviewed on a case-by-case basis and approved by the Casino before being sent for payment. The general time frame for withdrawals is 7 business days to be approved, given we have received all required documents and payment method details have been approved. After a withdrawal is approved, we send the funds in approximately 7-10 business days. Once the funds have been sent, the delivery time may vary according to our payment service providers' limitations. 

For further and faster assistance, contact us through the live chat. We are available 24/7!

Kind regards,

Julie Carlson

I contacted they're chat again. They want me to verify my account again for some reason

Hello Js1436,

Please follow their instructions for the verification and keep in mind that it might take up to 14 days. Please let us know in case of any update.

Dear Js1436,

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.

Paid out finally

Dear Js1436,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru