Palace of Chance Casino - El retiro del jugador está siendo confiscado.

I deposited $10 and won, bringing my total to $205. I tried to withdraw the money and they sent me an email confirming the successful withdrawal. However, I haven't received the money yet. When I asked them about this, they said that withdrawals are not allowed in my area and they held all of my money.

Tôi đã gửi 10 đô la và thắng, nâng tổng số tiền của tôi lên 205 đô la. Tôi đã thử rút tiền và họ đã gửi cho tôi một email xác nhận việc rút tiền thành công. Tuy nhiên, đến nay tôi vẫn chưa nhận được tiền. Khi tôi hỏi họ về vấn đề này, họ nói rằng việc rút tiền không được phép ở khu vực của tôi và họ đã giữ lại toàn bộ tiền của tôi.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Palace of Chance Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you filled out the personal information in your player's profile in the casino before depositing and requesting a bonus?
• Could you please share with me a screenshot of the bonus you accepted and played? My email is tomas@casino.guru

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

Best regards,

Tomas

Thanks for your patience.

I apologize for any misunderstanding.

Could you please clarify whether you filled out your player's profile with accurate personal information, including your country of residence, before accepting the bonus from the casino?

This information is key for us to better understand the situation.

Looking forward to your reply, and thanks for your understanding.

Thanks for your reply.

Were you prompted to fill out your player's profile, including your country of residence, before playing?

Please let me know.

Dear tuan3689,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

What do I need to do now to receive my winnings?

bây giờ tôi phải làm gì để được nhận số tiền thắng cược

Thanks for your reply.

I apologize for any misunderstanding.

• I would like to confirm with you that before you started playing, you filled out your player's profile, indicating your country of residence.
• Was your player's profile filled out before you activated the bonus?

This information is crucial for us to assess the situation in your case.

Thanks in advance for your reply.

Dear tuan3689,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru