The player from the Netherlands had attempted to withdraw $500 over two separate transactions in January. After a month's delay, the $200 withdrawal had been denied without any clear reason, despite the player's multiple inquiries and repeated documentation submissions. The player had provided all necessary documents for account verification, including ID and proof of address. However, the casino had claimed they did not receive these documents and could not proceed without a valid method of payout. After a series of exchanges, the casino finally acknowledged the receipt of necessary documents and approved the withdrawal. The player had received part of her winnings but reported that some amount was still missing. Despite this, she had requested to close the complaint, expressing fatigue over the process.
Palace of Chance Casino - Player's withdrawal request is rejected without explanation.
Amount: $500
Palace of Chance Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
Made withdrawals on Jan. 11th. and Jan. 13th resp. 200$ and 300$.
On Febr. 15th the withdrawal of 200$ was denied for no reason.
I had a chat many times about the delay and sent documents all over again and again but still they refused to pay out.
Hello ruthzange,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue. Can you please send the exact link of the casino? Also 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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hi Nick,
yes my account was verified, ID approved on Jan. 10th.
The link is https://www.palaceofchance.com/webplay/
I played with real money.
on Jan. 11th they confirmed:
Your Deposit was successful.
$32.99 was credited to your account on 2024-01-11 09:57:51.
Your transaction will appear on your cardholder statement as: ARC* FERDproject.
Transaction details
Amount Credited to account$32.99
on Jan 12th they confirmed:
Your Deposit was successful.
$32.99 was credited to your account on 2024-01-12 15:40:55.
Your transaction will appear on your cardholder statement as: ARC* ANEWSKINCARE.
Transaction details
Amount Credited to account$32.99
Last time had contact was on Febr.8 in that mail they asked to send docs again which I did (fourth time)
This is what they wrote:
Ele Finance Manager
payments@casinosupportcenters.com
do 8 feb, 13:37 (10 dagen geleden)
aan mij
Vertalen naar het Nederlands
Good day,
Please send the Utility Bill to our Documents team as it was recommended earlier: documents@palaceofchance.com. This is due to documents review is not in our competence.
Kind regards,
Well, hope you can reach something to solve this bad case.
Thank you ruthzange for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hi ruthzange,
I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Palace of Chance Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what was the reason for rejecting the player's withdrawal requests and when they can expect them to be processed from your side?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Greetings all,
I had a chance to review the situation and it appears you are still missing the necessary proof of address (recent utility bill) and a valid method of payout ruthzange. Until you have complete documentation and a valid method of withdrawal on file we can't move forward, I would highly suggest contacting customer service via livechat and having them assist you. I would also suggest making a Bitcoin deposit then submitting Bitcoin as your method of withdrawal for the sake of simplicity. Once you have your necessaries in place I am happy to assist, and if you have further issues please let me know.
Best wishes,
Nick and Palace of Chance
Hello Nick and Palace of Chance,
Please explain what you mean by a 'valid method of withdrawal on file'.
I already sent a last bank statement to payments@casinosupportcenters.com, as the lady on the chat on Febr. 7th requested.
Check my mail from Febr. 13th. The documents are in there.
I certainly don't plan making another deposit in bitcoin; why should I?
You have all documents requested so can you go on with the withdrawal?
Dear ruthzange, have you already provided proof of address to verify as well?
Dear Palace of Chance Casino, have you already received all the requested documents from the player?
Greetings all,
It appears we have not, the account is still missing a proof of address (recent utility bill) and we do not currently have a valid method of withdrawal on file. I would highly recommend visiting our service department and attempting to remedy these two particular points ruthzange, I was unable to find anything in the email system submitted.
Best wishes,
Nick and Palace of Chance
Dear ruthzange, could you please share the screenshot of your email (when it was sent and from/to what address exactly)?
Do I understand correctly, that the document you have provided is supposed to be the same utility bill (Eneco) you provided for Ruby Slots Casino in your other ongoing complaint?
Hi Natalia,
Yes, that is correct. I sent the same documents to Raging Bull Slots and Ruby Slots Casino.
The docs I sent to you in a private mail on March 14th.
Here is also a screenshot of the answer I received from your collegae Michal.
I really don't understand why this is so difficult for the casino's to solve... They already have a bunch of documents of mine and still are not able to continue. Insane.
. .Dear Palace of Chance Casino, please let us know if you have found the player's documents and if there's been any progress in this case.
Greetings all,
The good news is that now the necessary documentation for account confirmation are now on file and updated in the account, unfortunately we still do not have a valid means of payout. Until we have a valid means to send the funds we cannot proceed I'm afraid.
Best wishes,
Nick and Palace of Chance
How do I give you a valid means of payout? You have all my bank information already. Do you need another bank statement?
Dear ruthzange, when you initially requested a withdrawal, have you been asked to specify/enter your bank details where the casino should send you the money? Or have you received any emails asking you to provide such details?
Though you have provided your bank statement, it seems the casino doesn't have a confirmed payment method of where exactly they need to send you your winnings. Could you try to contact live chat or email support and ask them what information is necessary if you want your withdrawal to be sent to a certain bank account? You'll probably need to specify your bank account number, BIC/IBAN, and some other important details.
Yes, I sent them a new bank statement yesterday. My account number and personal info is visible so that should be enough I guess to know where to send my money to.
Dear Palace of Chance Casino, could you please check if more information is needed? The player claims she has already provided bank details for a withdrawal. What else is needed to proceed with the payout from your side?
Greetings all,
I am unable to locate any additional information you've provided ruthzange, please contact customer service via livechat and they will walk you through the necessaries for bank wire transfer. Once you have a valid method of payout on file we can proceed.
Best wishes,
Nick and Palace of Chance
Dear Palace of Chance Casino, I understand that the player was told to send the documentation via payments@casinosupportcenters.com. Could you please, check if any documents were received there?
Greetings all,
All of the necessaries are now on file for withdrawal and withdrawal has been approved and initiated, once funds are disbursed to our 3rd party for payment we are generally looking at 3-10 business days on delivery to the bank account.
Best wishes,
Nick and Palace of Chance
Dear ruthzange, please let us know as soon as you receive the withdrawal from the casino. It may take some time, but I hope you'll get the funds soon.
Hello Natalia,
I received a part of my winnings indeed, but still missing an amount. I received an amount of $628 while the total of my 3 withdrawals was $1009. It's not clear to me from what casino's the amount is. I had credits on Raging Bull, Ruby Slots and Palace of Chance and because of the joint processing of these casino's I'm still waiting for an amount. I suppose it's the withdrawal from Ruby Slots that's missing (not sure though) since I had to make a new request (which I did on Apr. 10th) as they charged the money back into my players account.
Hello,
I didn't receive the whole amount; there's still missing a couple of hundreds but I'm tired of going after this. So as for me you can close this case too.
Kind regards,
Ruth
Dear ruthzange, thank you for the updates. I'm sorry you haven't received the whole amount though I hope that the rest of the funds is yet to reach your bank account.
Anyway, as per your last message, I will now mark the complaint as 'resolved' in our system. Feel free to send me an email when you receive the rest later (natalia.b@casino.guru).
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,
Natalia
Casino.Guru
