Palace of Chance Casino - Withdrawal of player's winnings has been delayed.

Initially Submitted 2 seperate withdrawals. A week later the withdrawal request was cancelled by the casino. Resubmitted both withdrawals on 07Dec22 and received email from casino on that request. Have attempted to contact casino about why and when my withdrawal was cancelled and when the new request will be fufilled but they seem to be ignoring me. I just want my winnings and will not deposit any more money until properly paid.

Dear schnoffyg,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear schnoffyg,

Have you received your withdrawal from the casino yet?

Dear schnoffyg,

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.

Still have not received my cashout yet. Received an email saying I wasnt verified but I had another email where they said I was and then theu said it must have been a glitch and Indeed I was verified. Currently waiting on the payout

Thank you for your reply, schnoffyg. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

My first withdrawal. Yes they confirmed I did all the necessary verifications. I just want my money. Winnings were not on a bonus. Playthrough was met.

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

Dear schnoffyg,

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.

PALACE OF CHANCE still hasn't paid my withdrawal. I have been trying for payout via check and wire transfers to my banks which accept international money transfers. Casino keeps declining the request saying cant use that bank, yet when in a chat session they refuse to give me a list of approved banks. I talked them into a corner the other day. I asked for a list of "appoved" banks but they said there wasn't one. Then I got them to tell me to list all my banks and they could say if each bank was approved for international money transfers. I said If they didnt have a list of approved banks how could they tell me that? I chatted with 3 different people and each of them disconnected me when it got to this point. Have now asked for a paper check so I dont have to worry about a wire transfer. Will see how this goes. Just want my winnings.

I have not received the requested communication between you and the casino. Could you please provide that so we can proceed with this complaint?

What? You want all the emails? Where do I send them?

Still have not gotten paid. Newest email says i'm missing certain information but I am not! I have jumped through all the hoops and they still wont pay me my money.

Please note I mentioned my email address in one of my latest messages - it is kristina.s@casino.guru.

I am still getting withdrawal declines but now they've switched tactics and said I'm missing documents again. I responded asking what documents are missing but they do not respond.

Thank you very much, schnoffyg, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi schnoffyg,

I've just reviewed your case and am sorry to hear about your struggles with withdrawing your winnings. I will try to help you by contacting the casino. We'll see what can be done if 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 explain why the player has been experiencing problems with the withdrawal of his funds? Could you please tell us what documents have been missing?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Greetings all,

I have reviewed the situation and the issue at hand has to do with method of withdrawal, the current requested withdrawal method is wire transfer. We use 3rd party payment providers to transfer funds to and from our players and must comply with the prescribed approved methods according to their policies. The PNC bank account submitted unfortunately is not eligible according to their guidelines.

If wire transfer is necessary we will need to get an alternative bank account to transfer to, however if you have a Bitcoin account schnoffyg I can likely get Bitcoin approved as your payout method which would simplify and expedite things in most cases. If you have a Bitcoin address please just post it here, I'm certain Natalia will be kind enough to lock the comment from prying eyes.

Best wishes,

Nick and Palace of Chance

I have changed my withdrawal request to a paper check. I have called PNC and they accept overseas wire transfers and overseas cheques so I dont understand what the problem is.

here's a thought, why dont you give me a list of "acceptable" banks that I could use.

Hi schnoffyg, thank you for the information. Have there been any updates since your last message?

No updates whatsoever. They denied and withdrawal. I've changed my requests to checks....and they ignore me

Thank you, schnoffyg, for the update.

Dear Nick and Palace of Chance, could you please check what alternative methods can be offered to the player? You already mentioned Bitcoin, and what can be any other options? Is it possible via checks?

Greetings all,

Changing method of payout is unfortunately not so simple as requesting a new withdrawal with a different payout method, the payout method must fit the parameters specified by our 3rd party payment providers as I mentioned thus it must be reviewed and approved beforehand and include any requested documentation requested for verification.

In order to change your method of withdrawal the best thing to do would be to go to live chat and have them assist you in doing so schnoffyg, that said Bitcoin is much simpler and will result in those funds in your pocket much faster. We consider physical check payment to be a "last resort" measure as it can take significantly longer than other payout methods when the issue, delivery, and time required to clear once deposited in the bank is tallied. Bitcoin I just need a Bitcoin address and we're pretty much good to go and once payment is issued by the casino it arrives quite quickly. A Coinbase account is pretty simple, it really is my suggestion.

This is where we are sitting right now, schnoffyg. Until we have a valid method of payout on file I can't move forward on this for you.

Best wishes,

Nick and Palace of Chance

So what you are saying is I have to open up a chat and just switch my request to a check then? Last resort or not, that is what I want and apparently my only option since I dont do/believe in decentralized currencies and you refuse to do the wire transfer. Please confirm this so my withdrawal can begin its process.

Here is my chat conversation with palace of chance

Chat continues

Withdrawal requests

Dear schnoffyg, have there been any updates since your last message? What is the current status of your withdrawal requests?

Regards,

Natalia

I had to re-request another withdrawal then I received an email asking for a copy of a utility bill and I sent it. Haven't heard anything since. That was several days ago

Thank you, schnoggyg, for the information.

Dear Nick and Palace of Chance, could you please provide us with any updates regarding the verification of player's documents and the estimated time when the player's withdrawal request via check can be processed?

There are 2 checks requested

One for $1900

And

One for $1000

Greetings all,

The account is fully updated with the necessaries and funds were sent to our 3rd party payment providers on your behalf on the 24th of February schnoggyg for disbursal as a physical check. Generally we are looking at 10 business days on delivery but it can be longer in some cases due to the manual nature of physical check. We are currently on business day 5, once it is available for delivery you will receive tracking information via email. When it arrives it will need to be physically deposited into your bank account schnoggyg. We will then need to wait for the bank to clear the transaction before we can move forward on the next payment.

This promises to be a rather long and drawn out process, I would be remiss if I did not suggest Bitcoin once again but I will make it the last time doing so. Bitcoin could shave a tremendous amount of time off this process.

Best wishes,

Nick and Palace of Chance

Just letting you know I have not received an email about the check. Unless I'm off I thinks its been more than 10 business days.

Thank you.

Thank you for the update, schnoggyg. I'll set the timer for 14 more days, since receiving a check may take really a long time, but I hope that you'll get it very soon. Please, keep us informed if there'll be any news.

Have a nice day!

Natalia

Update

Have received the first check for $1900 (1860.01 after fees) and deposited check today.

Awaiting second check for $1000.

Dear schnoggyg, have there been any updates since your last post?

Still awaiting the second check. Haven't received any communication from the casino yet.

Greetings all,

Just confirming that payment was issued to our 3rd party payment providers on the 14th of March for disbursal as a physical check payment. Generally it's 10 business days on delivery so it shouldn't bee too much longer before you get the email with tracking info schnoggyg.

Best wishes,

Nick and Palace of Chance

Dear Nick and Palace of Chance team, thank you for the confirmation.

Dear schnoggyg, I'll set the timer for another week, I hope that you'll receive the rest of your winnings in this time frame. Please, keep us informed.

Dear schnoggyg, I'll set the timer for another 2 weeks, I hope that your second check will come very soon.

Still no check

Greetings all,

An email with tracking information was sent on the 30th of March, please check you email schnoggyg.

Best wishes,

Nick and Palace of Chance

Still no check, and the tracking info you sent me tells me nothing about where the check is. It'll be past 30 days of issuance when I get it at this rate and we will have to repeat this process. The first check came much quicker. Why the delay on the second one?

Thanx

Greetings schnoggyg,

The check has been issued and given to the courier for delivery, please use the provided tracking information to arrange delivery with the courier. If there are any issues hopefully they can be of assistance. https://www.fedex.com/en-us/tracking.html

Best wishes,

Nick and Palace of Chance

Your link shows me nothing

Fedex just comfirmed that the package you sent with the check has been lost. Call Fedex if you do not believe me. Tracking number 396365875700. Please send me another check for the same amount.

Thanks

Dear schnoggyg, I'm sorry to hear that your check was lost by Fedex. Unfortunately, the casino cannot send you a new check until they receive this amount back from the shipping company. I'm afraid, the only way to resolve this problem is to contact Fedex and push them to fix this since this is clearly not the fault of the casino that the shipping company has lost its shipment. Fedex can either deliver the parcel to you or return it back to the sender. Please try to contact Fedex and explain the situation to them. Also, if your shipment was insured, they must compensate you.

I understand, that this is not a satisfying solution for you, but we cannot blame the casino, because it made a payment. I will now reject your complaint, since we cannot provide more assistance in this case. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Natalia