Palace of Chance Casino - Player’s withdrawals have been delayed.

I’ve been reaching out to them for weeks, I’ve emailed them no response , I’ve call them phones not ringing no more but I do get a response from direct message on their casino website and they keep saying the same things it should be any day know when you should receive your money in your bank account the have to withdraw one been approved for $2240 and I have one for $1250 that been approved for payment I need help receiving my money.

Dear pikesmichelle55,

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? Were your winnings accumulated with or without an active bonus, please?

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

They didn’t say they just keep telling me that I will get my money any day now I really don’t know what’s going on. when I email them month prior they was responding now no one responds to my email it’s been over a month.

I’m still reaching out to palaceofchance through email still no response I’m just checking see if you guy’s heard anything from them about my withdrawal. Thank you

Thank you very much, pikesmichelle55, for providing all the necessary information. 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.  

Dear pikesmichelle55

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

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 long delay of the player's withdrawal?

Greetings all,

I've reviewed the situation and one payment was made by the casino to our 3rd party payment providers on the 11th of October and another on the 1st of November. Once payment is issued it is generally 3-10 business days before the funds are posted to the bank account, so the 2nd should be on it's way in theory. Are you saying the first payment never arrived pikesmichelle55?

Best wishes,

Nick and Palace of Chance

Yes i didn’t received my first payment yet it’s been almost a month now. is it away you can find out what’s going on through the 3rd party I will truly appreciate thank you for responding.

Dear pikesmichelle55

I can agree with you that the whole withdrawal process can be quicker and more user-friendly however, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers as well as limited to directly influencing 3rd party payment providers. At the moment I can only advise you to be patient please as the withdrawals have been sent out by the casino as Nick stated.

Dear Nick

we know this is out of your direct control but is there any chance that you could let us know how long the wire transfer still can take?

Yes I can.

Greetings all,

Unfortunately at this point all I know is that the initial payment is not rejected, I have made a further inquiry and will hopefully have more information forthcoming.

Best wishes,

Nick and Palace of Chance

Ok thank you

Still waiting have not received any of the funds that I won yet. It’s getting close to almost 2 months since first approved for payment.

Dear Nick

Do you have any updates on this, please?

I’m will starting to get frustrated because if they not going to pay me they should just say that so I can move on from this situation it’s no reason somebody should have to wait this long to be pay or wait on a response I’ve lost a lot of money with palaceofchance try to be a loyal customer at least they could respond at a reasonable time frame I was hoping to use that money to buy my family extra gift for Christmas.😔

Greetings all,

I fully understand your frustration pikesmichelle55 and thank you so much for your patience in the matter.

The one thing I can assure you at the moment is that you won fairly, the requested withdrawals were reviewed, approved, and paid out by the casino, and the money will come to you. The issue lies with our 3rd party payment system currently. The money has been paid out by the casino to the 3rd party, there is no notice of rejection of transfer so a request for review with the 3rd party has been put in. Unfortunately I have yet to receive a response and for this I apologize.

As soon as I have further information for you I will inform you.

Best wishes,

Nick and Palace of Chance

Ok thank you.

Dear pikesmichelle55

As I mentioned previously and as well as per the response from Nick the payment is in the hands of the 3rd party payment provider and sadly the casino doesn't have a direct influence on it at the moment.

I can agree with you that the whole process is taking much longer than it should but at the moment the only thing I can advise is to be patient and hopefully, Nick will get some more information soon.

Ok I understand that, but who is the third party and why was my money sent to them and not me when I play on you guys website. and give your my money not the third party? Like how do that work please explain.

Greetings pikesmichelle55,

In answer to your query, though you live in an area where the freedom to play and win is a given not all regions and jurisdictions allow this. We believe in everyone's right to play, win, and withdraw thus we take measure to assure the safety of our players regardless of their locality by using a 3rd party system for deposits and withdrawals. Both the money you deposit with us and withdraw from us goes through this system and it is rare to have a situation such as this. Once again I apologize for the delay and thank you kindly for your patience while we attempt to rectify the matter.

Best wishes,

Nick and Palace of Chance

Ok thank, but what’s going with the payment.

Do you have any updates for us please, Nick?

Greetings all,

The payments are showing as complete, at the is point I will need to request bank statements for the month of October to present. If we can establish the payments did not arrive I should be able to request reissue on your behalf pikesmichelle55.

Please send them directly to Michal here at casino.guru so he can review them as well and I'm certain he will be kind enough to send them to me.

Best wishes,

Nick and Palace of Chance

I sent them to your email Michal

Dear pikesmichelle55

I can confirm, I have received your email. Can you send me the bank statement for November as well, please?

I've talk to my bank they also said that no wire transfer was receive on their end from you guys. Is it by chance you guys sent it to the wrong bank account?

Dear pikesmichelle55

I can confirm, I have received all your emails. It might be a silly question, but just to double-check, are you sure you have entered the bank account number correctly? 

Dear Nick

Can you please double-check that the funds were sent from your side to the correct player's bank account number?

Ok good new I had two withdraw payments that was supposed to be issued I had one $2240 also the one for $1250 I received the second half which is the $1250 and not the first half which is the $2240 so hopefully Nick can find out what's going on with the first payment $2240. Maybe my information was not correct is it also anyway to much sure everything is correct before they reissue it thank you.

Good news, pikesmichelle55

We are not there yet, but we are moving your complaint in the right direction. From the information I have, your bank account number is correct, so I can assume the remaining withdrawals will hit your account soon.

Keep us updated, please.

Hopefully it will be soon thank you guys for all the help truly appreciate.

Greetings all,

There was a 3rd payment requested for $750, this payment was released to our 3rd party on the 12th of December and should be arriving in your bank account any time in the coming business days pikesmichelle55 (if it isn't there already). Could you let us know when that comes in?

Best wishes,

Nick and Palace of Chance

Why is it $750 it supposed to be $2240? Are They Splitting up the payments. No I haven’t received anything.

Greetings all,

It was a 3rd withdrawal request we had for you, not splitting of payments pikesmichelle55. We just need to be certain that this one arrives before we can push to have the first one re-released.

Best wishes,

Nick and Palace of Chance

Dear pikesmichelle55

Let us know once you receive the 3rd withdrawal or even better all of your withdrawals, please 🙂

I received $2179 this morning , but the 3 payment not yet. Thank you guys I appreciate it .

Great news, pikesmichelle55

Not entirely there, but we are getting close. I'm crossing my fingers that the last withdrawal will soon be credited to your account as well.

good morning, I was look at my casino account and I notice this what is these charge back on my account mean Nick could you please explain?

Hey pikesmichelle55,

It would appear there is a casino deposit of $170 from September 18th that was disputed with your bank, either by yourself or the bank itself.

If you could please look into this and perhaps reverse this with the bank it would be much appreciated.

Best wishes and happy holidays,

Nick and Palace of Chance

I don’t know what card was use I need the card ending numbers or if it’s was a bank card because I didn’t do that they must have. Also I’ve look at all my credit card and bank card statement I don’t see any reversal payment from September.

I’ve still haven’t received the 3rd withdraw yet.

They got there money back I wold like the rest of my money $750 please

Dear Nick,

I'm aware of the Christmas / New year period and that all processes are a bit delayed during this time, but do you have any updates on the last payment of $750 for us?

Hey all,

Happy New Year, it was paid out and should be arriving any time if it hasn't already.

Best wishes,

Nick and Palace of Chance

Happy New Year, Ok hopefully soon thank you for responding Nick…

Firstly, I would like to wish a happy new year to everyone.

Secondly, I have my fingers crossed that we can soon close this complaint as resolved when the last payment finally arrives. I keep the faith 🙂

Thank you guy’s I just received the last payment this morning…

Great news, pikesmichelle55. I'm so glad to hear that you finally successfully received all of your winnings.

I feel sorry that this whole process took so long, but as you could see, sometimes it is really a struggle with 3rd party payment providers. Anyway, I'm happy we were able to help you get all of your winnings.

For the future, I would kindly advise you to consider opening a crypto wallet. This option is way quicker for both deposits and withdrawals, and there is no need for a 3rd party to be involved in the process.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation, and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

 

Best regards,

Michal