Palace of Chance Casino - Se ha retrasado el pago de las ganancias del jugador.

Put in for withdrawal 9/24/2022 contacted customer support 3 times then tell me every time should be approved in a day go onto chat next day and I am told they don’t know when it will be approved but the will escalate it how many ties do you got to escalate it before get actual answers

Dear 2xfpb9rshn,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I was in contact with them today as there site says can take 10 business days to get paid and they said they now don’t know why our how long will take to get paid

Dear 2xfpb9rshn,

Have you received your withdrawal from the casino yet?

No I still have not received any funds yet

Thank you for your reply, 2xfpb9rshn. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification? Have you accumulated your winnings with or without an active bonus?

Yes I have made successful withdrawal in the past so yes I passed verification I have accumulated winnings in past both with and without bonus I did have one other question is 2xfpb9rshn my casino user name if so I may of put user name in wrong

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Says been approved for almost 2 weeks asked them last week told me I should have it by Monday the 10-17-2022 talked them yesterday told me to check back again next Monday

Also I sent the screen shots I took to your email

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Ok thank you

Hello 2xfpb9rshn,

I will assist you with your complaint from now on. I would like to ask the representative of Palace of Chance casino to join the discussion in order to help us resolve the issue with the delayed withdrawal.

Palace of Chance,

Could you explain why 2xfpb9rshn's withdrawal is delayed? When can he expect the withdrawal to be received?

Hello,

the username is visible for the casino representative, they can search for your profile based on the username 'q******' or based on the email provided 'j****@****.net'

Ok thank you

Greetings all,

I've reviewed the situation and I'll see what I can do to assist. It appears all the necessaries are in place, in theory you can just let us know when the funds arrive 2xfpb9rshn. If we require anything else I'll let you know here.

Best wishes,

Nick and Palace of Chance

Hello all,

Thanks to Nick and Palace of Chance for the reply.

2xfpb9rshn,

Could you tell us if the withdrawal was received or not? Much appreciated!

No funds have been received

Thanks for the update 2xfpb9rshn,

Nick and Palace of Chance,

Could you tell us approximately when can 2xfpb9rshn expect his funds to be received?

Greetings all,

Funds were delivered via Bitcoin this morning and I've confirmed arrival via Blockchain Explorer.

Best wishes,

Nick and Place of Chance

Thanks to Nick and Place of Chance for the update,

Dear 2xfpb9rshn,

Please confirm whether you received your funds. Much appreciated!

Yes I did receive funds thank you

Great news 2xfpb9rshn, I am glad to hear the withdrawal was successful. As the complaint has been resolved, I'll mark it as such in our system. Thanks 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.