The account has been verified and the payment approved since the end of May. E-mails are not answered, in the chat it is said that it usually takes 7-10 days. NOTHING happened, unfortunately!

Seit Ende Mai ist der Account verifiziert und die Auszahlung approved. E-Mails werden nicht beantwortet, im Chat wird gesagt es dauere in der Regel 7-10 Tage. NICHTS passiert, leider!

Dear hugbearli,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello,

yes the payment is pending for weeks. The account is verified, the chat repeatedly said appointments such as "payments usually come on Fridays" and unfortunately nothing came.

I don't understand why you're asking although you can check my account and the withdrawal via username...? ??

It is also a pity that e-mails are apparently consistently ignored in your company ... ;(

With kind regards

Hallo,

ja die Zahlung ist ausstehend seit Wochen. Der Account ist verifiziert, der Chat sagte mehrfach Termine wie zB "Zahlungen kommen meist Freitags" und es kam leider nichts.

Ich verstehe nicht, weshalb Sie nachfragen obwohl Sie via Username ja meinen Account und den Withdrawal überprüfen k?nnen...? ??

Auch ist es sehr schade das E-Mails in eurem Unternehmen offenbar konsequent ignoriert werden ... ;(

Freundliche Grüsse

Thank you, hugbearli, for your reply. I’m sure you understand that I don’t work for Palace of Chance Casino, but as one of the www.kpvfaw.com independent employees and professionals I’m trying to help you to resolve your problem. 

I will now transfer your complaint to my colleague Michal ([email protected]) 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.  

Hello hugbearli

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help.

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 player's withdrawal/s?

Greetings all,

I have reviewed your account and according to our records the requested withdrawal was approved on the 3rd of June then paid out to your approved Bitcoin address on the 17th of June. Blockchain explorer confirms it's arrival in your account. Please have a look and get back to us.

Best wishes,

Nick and Palace of Chance

Hello ??

Thank you for the information. In fact, I received a Bitcoin payment, which I could not assign because logically there is no sender etc. and my account with you was still "open". It would be nice if you sent customers an automatic email when they paid out ??

Dear CasinoGuru Team, please excuse the inconvenience and close the request.

Hallo ??

Besten Dank für die Info. In der Tat bekam ich eine Bitcoin Zahlung, welche ich aber nicht zuordnen konnte weil ja logischerweise kein Absender etc dort steht und in meinem Konto bei euch stand weiterhin "offen". Es w?re sch?n wenn Ihr den Kunden bei Auszahlungen eine automatische Mail schickt ??

Liebes CasinoGuru Team, bitte entschuldigt die Umst?nde und schliesst die Anfrage.

Great news, hugbearli. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. I would like to thank both parties for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal