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I have had 3 of enclave casinos deny my withdrawals this week all for different reasons. I had a withdrawal with palace of Chance $240 and I’m only getting $100 but haven’t. Even gotten that yet because I played on cashback money. Why does the system keep showing you you have that much to withdraw of you can only withdraw $100 like on a coupon bonus that once you reach the playthrough, all the rest is taken away. I had made plans for those winning to actually help on some home improvements. There has been nothing but problems this week, I’ve spent more time on chat trying to resolve issues than I have anything else this week. Rudest people ever to deal with. Team manager cut me off chat in the middle of a question. Once I get all my payouts from this group of casinos, I’m closing all my accounts for good. I completely noticed every game was hitting more than ever and I have no doubt it’s because they have no intention of paying out the winnings. I do not think these casinos have any validity at all. Had the exact same happen this week at planet 7. I think they all should be shit down. They are shady folks. 

Dear Ehop1009,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I have checked the general bonus terms and conditions, and this is what I found (here):

Weekly Cashback

Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal (minimum $100).

Monthly Cashback (For VIP players only)

Unless specifically stated otherwise, the Monthly Cashback bonus comes with 1 time maximum allowed withdrawal (minimum $100).

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Do I understand correctly that your winnings have been accumulated from a cashback bonus entirely? Could you please advise how much was the rewarded cashback bonus?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Yes, winnings were just like with Ruby Slots, I believe it was $30 placed in my account as cashback and I won the amount on that only but I only get to keep $100 according to them. They allow the cash out to be $100 because you can’t cash out $60. Again, the entire time my real balance and withdrawable amount was what I was winning, it didn’t cut off at $100 once a playthrough or anything like that was reached. Doesn’t the word say it all, CASH BACK?

Could you please advise how many days ago was the withdrawal requested? How much is your active balance now, please?

Meanwhile, I adjusted the disputed amount from $240 to $100.

There is no balance in the acct and it was requested on 4/30. Can I ask why you changed it from $240 to $100? I’m writing you because I thought I could cash out the entire $240 not just $100.

I adjusted the disputed amount since $100 is the maximum cashout that you are entitled to. Your winnings were accumulated from a cashback bonus which has a maximum cashout limit:

Weekly Cashback

Unless specifically stated otherwise, the Weekly Cashback bonus comes with 2 times maximum allowed withdrawal (minimum $100).

You received $30 as cashback bonus therefore, $30 x 2 = $60 (minimum $100).

Please request a new withdrawal of $100 and keep me informed about any further developments. Thank you very much in advance.

What is the point of writing to you if you always side with them. How is what they are doing fair? When a real casino gives you "freeplay" they don’t but a cap on how much you can win on it.

As I stated in your other complaint, I will explain it here again. I understand your feelings of disappointment. It is our goal to assist players who have been treated unfairly by online casinos. However, after thoroughly examining your complaints, including this one, it seems that the main issue is due to a lack of awareness of the bonus rules.

I regret to inform you that the terms and conditions clearly state that the cashback bonus comes with a maximum cashout limit, which means that any additional winnings beyond that limit are not eligible for withdrawal. While I understand that this news may be frustrating, I urge you to consider reviewing the bonus rules before participating in future casino games to avoid similar situations.

In the meantime, I request that you initiate a withdrawal request for the amount of $100 and keep us informed about the receipt of your funds. Thank you.

It’s already been done and it’s just sitting there and nothing has been approved or anything. Just sitting. I’ve had to have 4 escalated 3 times and still haven’t gotten them. I’m waiting for 6 total. Not really fair how they can take your money but they can’t give you your winnings back.

Thank you for sharing all the required details, Ehop1009. Your complaint will be forwarded to my colleague Tomas (tomas.k@casino.guru) who will be dedicated to assisting you. We understand how frustrating this situation can be and we will do our best to ensure that your problem is resolved to your satisfaction as soon as possible. We wish you the best of luck.

Thank you

Hello Ehop1009,

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 and participate in the resolution of this complaint.

Dear Palace of Chance Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

Thank you.

Greetings all,

I had a look and I'll see what I can do to assist here.

Best wishes,

Nick and Palace of Chance

Dear Palace of Chance Casino, thank you for your reply.

I will now extend the timer by another 7 days. Please keep us updated on any developments.

Kind regards,

Tomas

Thank you

Greetings all,

Just confirming that payment was released on the 19th of May and is showing in Blockchain Explorer as delivered.

Best wishes,

Nick and Palace of Chance

Yes! Got it today

Dear Ehop1009,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas