3 Month after being approved, no payout & delay tactics

I am submitting a formal complaint against Palace of Chance Casino regarding an unauthorized removal of funds from my account under Case #155971715. I am an avid, experienced gambler who has played regularly for years. I understand casino terms thoroughly, and my gameplay has always been fully compliant with casino policies.

On October 30, 2026, I redeemed a $1,000 chip using the MONSTER1000 coupon. I subsequently completed a verified deposit via Mastercard to continue my play. I met and fully completed the playthrough requirements on this active coupon, which was visually tracked and recognized as complete by the casino's system.

Following the completion of the playthrough requirements, a standard coupon reversal of $2,294.11 was executed by the system, leaving a legitimate, cashable balance of $1,000.64 in my account.

However, on October 31, 2026, a transaction labeled "Manager Withdrawal" was executed on my account without my authorization, removing the entire $1,000.64 balance and reducing my account to zero.

When I contacted customer support to dispute this removal, VIP Support Representative Brian Childs claimed the deduction was due to a "multi-player game error" or software malfunction. I have requested the specific, unedited RNG server logs, Round IDs, and display logs to substantiate this claim, but the casino has failed to provide any transparent evidence proving a malfunction occurred. Furthermore, it was previously confirmed that my deposit and active balance functioned with standard cash-like rules after the playthrough was met.

I have reached out to my VIP Host, Yeva Bayati, and Quality Assurance Manager, Jay Lopez, to resolve this matter in good faith. Because the casino has refused to restore my funds, I am turning to AskGamblers for third-party mediation.

I have fully documented this entire session and have attached nine sequential screenshots as evidence. These include the promotional terms, proof of playthrough completion, the transaction history showing the unauthorized $1,000.64 "Manager Withdrawal," and my verified account status.

I request that Palace of Chance reverse the unauthorized manager withdrawal and reinstate or pay out my $1,000.64 balance.

Ask Gamblers, I need your help, please. On September 23rd 2026, I made a withdrawal of $ 2,032.25. It is now October 29th 2026 36 Days later and my withdrawal is still pending approval. All of my documents are in order and approved. Ask Gamblers, please see if you can help me resolve this issue. Thanks, < first name removed >

Casino: Palace of Chance (RTG Network)

Account Name and details: < removed > 

Complaint Details:

On September 6, 2026, I received an email from Palace of Chance support agent Ethan J. requesting standard identity verification documents. I promptly submitted my full verification package. To ensure compliance, I ultimately submitted these documents a total of six times—twice through the casino's internal platform and four separate times via email. 

On September 7, 2026, I received official, written confirmation from George Andrews on the Palace of Chance verification team stating clearly: "Your account is now verified!". 

However, upon attempting to process a legitimate withdrawal of [Insert Withdrawal Amount], the casino arbitrarily revoked my verified status. They initiated extra-contractual, moving-goalpost KYC demands to intentionally obstruct the payout. Specifically, they demanded a "full-arm selfie" while holding my ID, a physical requirement that creates a focal distance making document legibility impossible. 

Palace of Chance is utilizing predatory delay tactics and ignoring their own written verification approvals to avoid paying a winning player. I have attached all correspondence, including the September 7th verification approval. I am requesting immediate intervention to compel Palace of Chance to honor their written verification notice, restore my account to Fully Verified status, and clear all pending withdrawals immediately.

Hi ask gamblers please. I need your help. I made a withdrawal from my account on April 28th of 2026 for the amount of $2050.00. It is now June 3rd 2026. It has been 38 days since I made my withdrawal. As of now, it is still pending. All of my paperwork and documents are status approved ask gamblers please help resolve this problem. Thanks.

Hi AskGamblers,

I need your help

On February 18th, 2026, I made a withdrawal of $1,040. On March 6th of 2026, it was declined. I chatted with them, and they told me that I needed to send them a new bank statement, which I did. They emailed me back telling me they had received it and they will be reviewing it.

On the same day, then on March 6th of 2026, I withdrew again $1,040 like they told me to do.

On March 10th, 2026, that one was declined for the second time. I spoke to someone there, and they told me that it was still being reviewed, and I asked them well how did it get declined again for a second time, and they had no answer for me other than just be patient, we're reviewing it.

I patiently asked them when I should make my request for a withdrawal, and they said to do it now, which I did on March 10th, 2026, for $1,040.

It is now March 30th, 2026, and it is still pending approval.

It has been 40 days since the original request for my withdrawal. They have all my paperwork, and my status on the document shows that everything is approved

AskGamblers, please help me take care of the situation thanks

Hi ask gamblers,

I need your help I have two total withdrawal payments for the amount of $3,130 one is for 1550 and the other one is for 1580 the first one for the amount of $1,550 the withdrawal was requested on August 23rd 2025 and approved on October 13th 2025 it is now November 14th 2025 and 83 days later I still haven't received my payment and I've received my email from them saying that my payment was on its way. I did it withdrawal on October 23rd 2025 or 1500 and $80 and that one was approved on 11/7/25 and still no payment and I got an email for that one saying that payment was on the way both are via wire transfer all my documents are in order and status approved ask gamblers please help thanks, < first name removed >

In August, I decided to finally give the promotions a go on the site and deposited 100$ for a 250% deposit bonus match, I think-- some kinda huge match bonus though.

I played through the wagering requirement and also had a manager withdrawal of the coupon $100 from my winnings.

I've been trying to initiate a wire transfer for my winnings. Canadian player here banking with < removed >and also tried < removed > for wire info. After trying < removed > 2x, I contacted support, numerously actually, support stated < removed > does not accept international wire transfers, which doesn't make sense to me because my first time doing a wire transfer, I phoned customer service for < removed > & received all the information I needed for the wire transfer on Palace of Chance.

3rd time asking for support on what banks can accept the wire transfer, the closest answer I received was < removed > .

So I researched CAD banks that accept international wire transfers. I came across that my < removed > account has a wire transfer, and the information is < RBC >, so I sent the new information to POC email support, and once again.. they declined my withdrawal request!!

Not sure what to do from here on.

I even tried to ask if I can just withdraw using Coindraw, as I do have crypto wallets, but bcoz I didn't deposit using crypto, I guess I'm not eligible for that option.

I did make a deposit for confirmation wallet, though a few months back, but the currency is USD and I'm CAD, so the amount was too low for it 🙃

Help pls!

Waiting for withdrawal.

They stated 5 more business days, and nothing.

It’s been wayyyy past that.

I have a chat history of the 5-day system, plus the attachment photo.

I have continuously reached out, and they kept telling me it’s been approved and will be deposited.

I have asked at least 5 times with the same EXACT response, and no payment