A few months ago I decided to start playing online. I did my research and found that Winpalace had one of the more reputable reputations out there which I found on many different sites. I proceeded to deposit some money (somewhere around $4000) and played until I was up to $10,000. At this point I filled out the faxback form that they require in order to start the withdrawal process. I did not play at all or deposit any money from this point on.
After about a week or so, they finally approved it and told me that I would be able to start withdrawing my money. According to their Terms and Conditions and their withdrawal procedures, they only pay their cash-outs in increments, ranging from $500-$3000 per transaction, subject to their approval. I then requested by first cash out (for $3000) and they approved $500. I waited a while for the check to come and it never did. I followed up with the account managers on a daily basis to see what happened to it. I the mean time, I requested another identical withdrawal and they approved it for another $500. This time, the money was wired to me in just a few days. Shortly after that, they told me though email on November 1st that the first check was part of a batch of checks that was misplaced by their check issuing company and that they were going to work it out as soon as they could.
Then, on November 5th, I received another email from the finance department (the same department that advised me of the lost check) that my account had been closed and that they are going to issue me a "refund". I called and emailed to try and find out what they meant and what was going on. The account managers from customer service did not know what was going on and I finally received an email from finance on November 7th that said "You have violated our terms and conditions by threatening to charge back therefore you gave us no choice to close your account and refund you."
I had never in the whole time talking to them over the phone, email, or chat said anything about a chargeback. I did not even know what a chargeback was and I had to have it explained to me. This did not even make sense because by this time, all of my deposits with them had been cleared from my bank account for around two months. From that point on, the customer service people and the account managers would no longer talk to me, saying that only the finance department could talk to me and they didn't even have access to my account. Unfortunately, the finance department only corresponds through email and IF they respond to an email, it usually takes a long time.
A few days later I saw that they wired me my deposits back into my account. According to them, that was all that I was going to get and they were going to keep the rest of my winnings (which is about $6000). I tried and tried to talk to them to see what was going on and spoke with finance about the false accusations and I got nowhere. Then, on November 14th, I received an email from finance that said that they issued me another check on October 17th and that it should arrive at my house on November 16th. That same day I asked finance what the amount was on the check and they did not respond until November 18th, four days later.
At that point I had already received the check (in the amount of $499.99) and deposited it to my account. Then today, I looked at my bank account and saw that I had $500 missing from it. I called my bank and they told me that the check for $499.99 bounced. I called winpalace and the refused to let me talk to an account manager. After about 20 minutes of frustrating conversation and hold time, they finally put me through and they told me that they couldn't do anything but email finance on my behalf and they would try to get back to me within 48 hours.
I am tired of dealing with this company. There is nothing that I can do because they are based in Curacao. They essential kept $6000 of my money that I had one based on false accusations without even providing proof. There is no reason that I would even think about charging back. All I talked to them about was withdrawing my winnings. And then they send me a bad check for $500.
This is by far the worst experience that I have ever had dealing with any company in my life. This casino is misleading and dishonest. They have taken money from me and told me that there is nothing that I can do about it.
I kept all of the email correspondence that I have had with them, ranging from the positive ones (congratulating me on my $10,000 winnings) to the negative ones (accusing me of bank fraud).
I highly recommend that anyone that wants to play online steers clear of this casino because even if you win, apparently they still reserve the right to keep your money.