The player from Texas had requested a $2500 withdrawal seven weeks ago after winning with a "no rules" bonus. Despite completing and obtaining approval for all verifications, the payment had not been received, and customer service had failed to expedite or escalate the issue as promised. Ultimately, the issue was resolved successfully, and the payment was received by the player. The complaint was marked as 'resolved' in the system.
Palace of Chance Casino - Player's withdrawal is delayed for seven weeks.
Amount: $2,500
Palace of Chance Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
4 months ago
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4 months ago
On 6/9/24 using a "no rules" bonus I won over $2500 and requested a withdrawal. All verification documentation were completed and approved the same day. The withdrawal was approved on 6/20/24 at which time i received and email stating I would see the payment in my bank account shortly. I still haven't received the payment. I have spoken with customer service on multiple occasions only to be told they couldn't do anything to speed up the process. The payment was sent to the payment processor on 7/7 at which point I was told 3-10 business days. On business day 11 I spoke with customer service again and was told the case would be escalated to a manager and usually would be resolved in 24-48 hours. As of 8/2/24 the case still was not resolved nor was it escalated to a manager as promised.
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4 months ago
Hello averettec,
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? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Dear averettec,
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.
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4 months ago
Dear averettec,
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
