Been waiting over a month for withdrawal. All necessary paperwork sent. Getting run around by customer service. Please help.

Dear Jason,

Thank you very much for submitting your complaint. I am very sorry that you came across a problem like this. It seems that this casino has a stricter verification process, but it is not unusual. In some cases, it might take a bit longer in order for the casino to make sure they are sending the winnings to the right player. Do you have saved any communication with the casino? If yes, could you please forward it to me?

Thank you in advance for a reply.

Best regards,

Kristina

Hi Kristina,

I have a bunch of emails saved. How should I forward them to you?

Here is an example of last email exchange through them. I have more if you need them.

Lauren Williams (Support Center)

Dec 5, 12:20 PM CET

Hello Jason,

This is Lauren Williams following up on your ticket number 5456823.

Good day!

Upon checking, your documents were sent last November 22nd and our Documents Team and will review it. Please allow 5-10 business days.

Please feel free to contact our Customer Support team via Live Chat for further assistance, we are available 24/7.

Thanks for contacting Palace of Chance.

Regards,
Lauren Williams

Jason Collinsworth

Dec 4, 6:05 PM CET

Only reference numbers I have received are from customer support. Nothing from documents. I can send them directly to someone if you provide email address. This is getting ridiculous. I will send to that email address for a fourth time.
________________________________
From: Emma S. (Palace of Chance Support) <[email protected]>
Sent: Wednesday, December 4, 2019 12:04 PM
To: Jason Collinsworth <[email protected]>
Subject: Withdraw

Emma S. (Support Center)

Dec 4, 6:04 PM CET

Hello Jason,

This is Emma S. following up on your ticket number 5456823.

After reviewing the account documents are still not review in the account.

You can contact us via live chat and provide all the reference number you received from our documents department e-mail so we can escalate them for you and be review within the next 24 hours.

Once documents are review we can escalate your request to be review for approval.

Regards,
Emma S.

Jason Collinsworth

Dec 1, 11:30 PM CET

I have sent in all necessary documents three times to [email protected]. I feel like I am getting the run around. Is there anyone I can send documents to directly to expedite the process? I am going on 3 weeks now without money I rightfully won. Please advise. User ID: colli0021

I have multiple reference numbers from a variety of emails. When I respond to emails from you, I get no response. Hopefully, this can be resolved amicably. I do not know what else to do. Thank you for your time.

Jason Collinsworth

We would like to ask Palace of Chance to comment on this case.

Hey Jason, Kristina,

Sorry for the lag in response time, the holidays always slow the world down to a crawl and as much as I'd like to be immune my world is no exception. Luckily we are now into the new year properly so things can start to get back to normal. Finally.

Jason: I reviewed the situation and I have nothing but positive news to report.

First off, congratulations on the win! Your verification documents were confirmed last month and noted in your account, I went ahead and had the withdrawal request approved for you a few moments ago for $550.

The next thing you will need to do is submit your method of payment, I would highly suggest bankwire. I've sent you an email with the necessaries for wire transfer. Hit reply on that email and get back to me with that info, it'll come straight back to me. I'll make sure it gets reviewed, and then we can work on getting you paid.

 Best wishes and I look forward to making this happen together.

Sincerely,

Nick and Palace of Chance

Hello Jason,

I would like to know, if your withdrawal was successfully processed. Please let me know, so we can close this complaint accordingly.

I was told a check would be mailed to me, as I have requested multiple times. An email confirming this was a week and a half ago. I have still not received my check. I do not want a wire transfer, as I do not want to give out that sensitive information. A check is what I prefer. Still waiting. 

Hey Jason, Kristina,

I never got a reply back of any variety Jason. I've been waiting for a response, as I said I can't proceed without a confirmed payout method. I do highly recommend wire as it is much faster and more convenient, however check may also be an option for you. I will still need confirmation for that as well so let's make that happen.

I have sent you another email with the details for check confirmation, please complete the information for me and send it back by hitting reply to the email so I can work toward getting you paid.

Best to the both of you, hope this finds you well.

Nick and Palace of Chance

Email received and information sent. Now awaiting payment.

Hey Jason, Kristina,

Happy Day... Jason and I managed to get things sorted out with his payout method and he was paid out to Bitcoin today.

Thanks again for your patience and cooperation the both of you, glad we could get this taken care of.

Best wishes,

Nick and Palace of Chance

Case settled. Thank you for your assistance.

Hello Jason, Nick,

I am glad to hear that this issue got resolved. I will now mark it as 'resolved' in our system.

I hope you won’t come across a problem like this again.

Best regards,

Kristina