Hello good afternoon

I tell you, a few months ago I registered at the palace of chance casino, and with some luck I won 100 dollars;

But when trying to withdraw my winnings, they ask me to send some documents to an email that they provide right there.

I sent my documents more than two months ago but I have not received any response, I have also tried to contact customer service but have not received a response.

I hope you can help me.

Thank you.

Hola buenas tardes

Les comento, hace algunos meses me registre en el casino palace of chance, y con algo de suerte gane 100 dolares;

Pero a la hora de intentar retirar mis ganancias, me piden que envíe unos documentos a un correo que proporcionan allí mismo.

Envíe mis documentos hace más de dos meses pero no he recibido respuesta alguna, tambien he intentado comunicarme con servicio al cliente pero tampoco he recibido respuesta.

Espero que me puedan ayudarme.

Muchas gracias.

Dear Joelxxxx,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your 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 from a Free/No Deposit bonus purely?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months 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

Yes, the earnings were only from the no deposit bonus that they gave me when I registered, and regarding the withdrawal, I have not been able to request it because they ask me to verify my account first by sending my documents, which I have sent for a long time but have not received any response from the casino regarding the verification of my documents.

Sí, las ganancias fueron únicamente del bono sin deposito que me dieron al registrarme, y respecto al retiro, no he podido solicitarlo debido a que me piden que verifique mi cuenta primero enviando mis documentos, los cuales hace ya bastante tiempo que envié pero no he recibido respuesta alguna por parte del casino respecto a la verificación de mis documentos.

Thank you very much, Joelxxxx, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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 Joelxxxx,

I’m sorry to hear about your bad experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Palace of Chance Casino to join this conversation and participate in the resolution of Joelxxxx’s complaint.

Greetings all,

I reviewed the situation Joelxxxx and it appears you have a number of accounts which you had opened then cashed and played the welcome chip in them. Unfortunately only one account per player, per household is allowed and definitely only one free welcome chip.

There isn't much I can do for you in this situation.

Supporting documentation has been sent to the www.kpvfaw.com team for review.

Best wishes,

Nick and Palace of Chance

Thank you, Nick, for the reply and for providing the relevant proofs.

Dear Joelxxxx,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified. The casino provided sufficient evidence to prove the claims.

As you might know, creating multiple accounts is considered a serious breach of the Terms and Conditions in most online casinos. You can read more about our position on situations like this one, as well as other recommendations for players in our Fair gambling codex for players.

I'm sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Dear all,

As explained earlier, we will now close this complaint as ‘rejected’.