SlotsPalace Casino - Player’s refund has been delayed.

Casino still lies about my withdrawal. It lasts two weeks now. Today I received information that they cancell my withdrawal and will process it next week. It's ridiculous, they simply steal my money.

My account was closed, because I told them I have problem with gambling and ask them only to return my deposit (earlier I lost couple of thousand in this casino).

I never experienced such behaviour for any casinos.

And last but not least, they support constantly lies (my withdrawal was to be processed a few days ago, then was some problems and now they cancelled it).

Dear Oxycon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been successfully verified in the past? Was your active balance, at the time of account closure, deposited funds only or accumulated winnings? Have you been specifically promised to receive a refund?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Hi Petronela,

I was never asker for KYC verification, maybe because of small refund. Yes, not winnings, only refund of my deposit. I waited for this deposit to appear on mu casino account for over 24 hours, because you had troubles with your payment supplier. Then I asked your support on chat to close my account, since I have gambling problems and I asked them to refund my deposit (refund policy is in your T&C). Through whole week I was assured that my refund was pending, next confirmed. I was told that it takes up to 5 days for money to reach my bank account. Today, after a lot of false information from your support I got e-mail saying that my refund was cancelled ("mistake" in refund order) and will be processed next week.

Well, you may say next week that it is cancelled, again. Because... Why not?

I have never experienced such thing from any other casino in my life.

And yes, I was promised to receive my refund (LC, e-mail). Besides it is written on your T&C that refund is possible if a player ask for it during 24 hours after depositing. It's not my fault that you could not find my deposit through more than 24 hours (it supposed to be on my casino account instantly - as your casino page says).

Dear Oxycon,

Could you please advise how much was the active balance on your casino account when you informed the casino about your gambling problem? Have you deposited any funds into your account afterwards?

Of course, I made a deposit by pay by Bank method, which supposed to be instant. Unfortunately they deducted money from my bank instantly, but my casino account was credit after more than 24 hours. Meanwhile I told chat that I habe gambling issues and when they will find my deposit (...), I ask them to refund it to me (it is in their T&C) and than I asked to closed my account. Someone from support did not understand properly and closed my account immediately and after next few hours I receiven an e-mail "Good news, we localized your 1000 PLN deposit and now we will refund it". It was not my fault that the deposit was localized after 30 hours, they must have some problems with their payment provider.

Situation for now: on Sunday I got two e-mails, that they made good refund order now and this week my money will be send to me. Till now I even don't know if they approved it, since I don't have an access to my account. On LC they said yesterday, that only payment provider has to processed my withdrawal and it would be all.

Unfortunately I don't trust them at all.

Hi Petronela,

You may close this case, they finally paid me my money (resolved),

Thank you

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Oxycon, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru