Palace of Chance Casino - Výběr hráče byl zpožděn.

I met a ridiculous playthrough on a no deposit free spins bonus and in order to get verified sent $10 crypto, after completing the verification I requested a $100 withdrawal they said it would take up to 3 days to review and then 3-7 days to get to my account ( this was on April 13th) they still haven't even reviewed my request, I have contacted support, and chat supposedly turned it over to a manager on April 29th. Now (May 21st) they won't even respond to my emails or chat. I made sure to play by there rules and they completely screwed me over and ghosted me.

Dear jessicamadison92,

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. Have you made any successful withdrawals before? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I haven't had a successful withdrawal from this specific casino before but have had successful withdrawals from several other casinos in which I used the same wallet to receive as the one I requested to this one .. It's marked as pending, it hasn't changed since the day I requested it. Which was on April 13th .

Thank you very much, jessicamadison92, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Dear jessicamadison92,

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

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 long delay of the player's withdrawal?

Greetings all,

Apologies for the lag, I had a chance to review the situation and it appears that verification documents have never been submitted by you jessicamadison92. I've reached out to you personally via email, just get back to me with the necessaries and I'll see what can be done to get things moving for you.

Best wishes,

Nick and Palace of Chance

My Documents have been sent through the email. Thanks Nick.

Hey Jessica,

My pleasure, all should be good to go and I anticipate payment shortly. Let us know when that comes in!

Best wishes,

Nick and Palace of Chance

Payment Received. Thank you all, very much appreciated.

Great news, jessicamadison92. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru