Palace of Chance Casino - Declining withdrawal of funds with absurd reasons

RESOLVED
posted on February 20, 2016.

I have asked for a withdrawal of fund from Palace of Chance casino in the amount of about $1000. This is actually just about a breakeven amount for me. I have deposited many times amounting to this amount. So i thought, ok maybe i will stop now and get some of my money back. I emailed them all the necessary paperworks: authorization forms, id, copy of credit card, etc. After about 1 week, i have not received any forms of communications from the casino stating of the status of my withdrawal request. I chatted with them online. I was told that my withdrawal request was denied because I used bonus chips after I asked for a wirhdrawal. I was so surprised and upset. They are the ones sending me email about bonus chips. Yes, i did used a coupon code AFTER the withdrawal request, but i also continued to deposit money and played while waiting for the withdrawal to go through. I asked the representative online to what happened to the money. I was told that it was gone and cannot be put back in my account. I was going to ask for more information, but the communication suddenly got disconnected. I tried again to chat with them, same thing happened. When i was told that the request was declined, i was not given a chance to ask more questions. The representative immediately disconnected. I emailed their support. I received a call after a day, but was not able to answer the phone in time. I received a voicemail from their representative, named Emily,from their financial department. After about 1 hour, I called them back and asked for Emily. I was told that she was gone for the day. I left a message to her, but up to now, i still have not received a call from her or any representative. I hope you can help me in this matter.

posted on February 22, 2016.

I again called the number left to my voicemail by Emily. Nobody picked up. I left a voicemail telling Emily to call me back. That was about 8 hrs ago. I still have not heard from her.

posted on February 25, 2016.

Hi Dranbig,

I’ll address your issue, point by point.

First, you are incorrect that your withdrawal is ‘close to the breakeven point.’ Your total deposits equal $511, while your bonuses amount to $7,358.48.

Next, we have never received your documents, however, this is no longer an issue at the moment, as we cannot approve your withdrawal. More on that in a moment.

The reason Emily was contacting you is because you disputed a transaction with your bank. We’d like an explanation on this.

As to your withdrawal, it was denied, as you had used multiple free chips in a row, without a real-money deposit, between.

Our Terms and Conditions are very clear regarding the use of free chips, as well as regarding mixing funds (which you also did):

https:­//w­ww.p­al­ace­ofc­han­ce.c­om­/rules/

- The Player may not consecutively redeem multiple no-deposit bonuses. Free chip offers are meant only for our regular loyal players and unless otherwise stated in order to cash out on a free chip offer you should have an active depositing account. Should a Player redeem one no-deposit bonus and then be subsequently offered another one, the Player must make a real money deposit into their account in the interim in order for the Player to be eligible to redeem the second no-deposit bonus.

- While mixing deposits and a free bonus is not allowed, we are aware that this may happen from time to time. If, for whatever reason, you make a deposit while using a No Deposit Bonus(e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no deposit bonus will still apply. Once you have completed your play with the no deposit bonus, whether by requesting a withdrawal (with any excess winnings above the maximum allowed cash-out being removed) or by your total balance reaching below $1, we will credit the amount of your deposit back into your casino account along with whatever deposit bonus you would like.

I hope this clears things up.

Tawni

posted on February 29, 2016.

Next time do not let anyone use a no deposit code while they have pending withdrawal. I think that this is a deceptive practice.

AskGamblers
posted on February 29, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.