Complaint #49 Palace of Chance Casino

Closed Account at Palace of Chance Casino for no reason

By TKCS11

11 years ago

Redeemed a no deposit bonus with a 30x Playthrough (totaling to $3000+). Played through all of it and got the withdrawable amount of $100. I got account up to $500 then went on a suspicious losing streak. I contacted customer care and they closed my account because i argued with them over the fairness of the casino. I'm requesting my account to be reopened or to have my money i RIGHTFULLY and LEGITIMATELY earned returned to me. I met all bonus requirements and wagered over $8000 total

Disputed Casino Palace of Chance Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

11 years ago

@TKCS11,
It's a nice practice to confirm if your complaint is resolved or not, thank you.

AskGamblers

• Support Team

11 years ago

Dear @TKCS11,
Is this complaint resolved, can we close it?
Thank you.

Palace of Chance Casino

• Representative

11 years ago

Hi TKCS11,

Unfortunately, your complaint is not exactly based in fact.

First, it's ridiculous to think we've flipped some switch because you were up on a free chip, which at best would have resulted in a $100 withdrawal. This is a casino and like any form of gambling there will always be ups and downs. You had an up and then things began going down. Plain and simple, so please don't try to infer that there was anything nefarious.

Next, you did not rightfully and legitimately 'earn' the funds which were confiscated. I'd like to point out our Terms and Conditions which are made very clear, here:

http://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…”

“…The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip…”

The fact of the matter is you used THREE free chips in a row and not one single deposit at any point, which absolutely voids any winnings. As such, there should not be and will not be any withdrawal honored.

Further, due to your false assertions, it would make sense that we would close this account and you will not be permitted to re-open it.

Tawni

TKCS11

11 years ago

No reply from casino. I'm not even allowed to access their LiveChat or HelpDesk windows either for this matter. I'm stuck here. I just want my money I earned from them.

Palace of Chance Casino Complaint Stats

Resolved 215 / 231

Avg. Amount $2,698

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Palace of Chance Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 204 out of 217 complaints in this category have been resolved.

This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.

Palace of Chance Casino Complaints

See all complaints for this casino

Palace of Chance Casino - Breach of Written Verification and Obstruction of Withdrawal

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.

6h left

Delayed 2500

I deposited thousand across the virtual casino group, I played for hours and got to $2500! No playthru, maintained steady bet of 2$. Made sure my account was fully verified and I’d documents approved. Requested my withdrawal via coindraw& and got was given a short 3 day timeline till I received. The day before payment was to be sent, coindraw option was removed from my account. So on 9/9 I had to cancel and re-request via bitcoin. Was given the 7-10 business days timeline for approval. Now 9:23 and still not approved or showing any signs of sending. Really hope I can get my funds quickly or at least in the time period I’d was given so I can trust playing here in the future

79h left

$2,500

Delay of pending withdrawl and payment

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.

Resolved

$2,050

10th day passed it hasn't been approved and nothing had changed

On Apr, 28, 11:10 I deposited $49.99 at Palace of Chance Casino with a bonus code 350NORULES or 350% adding up to my fund. I played slots for a while to complete the wager requirement. At 12:25 I made a withdraw. My documents had been approved months before so I thought that the withdrawal should not take so long.
They told me the withdrawal process would take 7-10 business days to be approved.
Huge disappointment but I waited patiently.
Now the 10th day passed it hasn't been approved and nothing had changed. They never sent me an email to tell me anything. I kept asking the live chat but they were helpless and they told me about escalation, which I don't even know what it is. They say that the escalation would take about 24-72 hours and then the withdrawal will be approved. They didn't mention about the escalation thing before.
I'm afraid that they will keep adding more procedures to delay the payment. This is not fair. Pleas help me deal with them.
Thank you for your help.

Resolved

$270

Withdrawal pending 40 days

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

Resolved

$1,040

83 days and still no payment

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 >

Resolved

$3,130

Issues with the withdrawal method via wire transfer

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!

Resolved

$1,500

Have not paid my withdrawal

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

Resolved

$150

Problems with getting my withdrawal

In March 2025, I won $3,500 playing on Palace of Chance Casino. Since then, the casino has refused to process my withdrawal despite me following every instruction they provided. I deposited with both Bitcoin and a credit card. When I requested a withdrawal in Bitcoin, they denied it, claiming it was not allowed.I then requested a check; this was also denied.I provided my bank account information for a wire transfer, but they rejected my bank. They specifically told me I needed to use a bank like Bank of America. I opened a Bank of America account and waited 30 days to provide the required full statement with a positive balance of $20, as they instructed.Nearly eight months later, after complying with all of their requests and resubmitting information multiple times, they again refused my withdrawal. Today they told me my Bank of America account “does not meet the requirements of the payment processor.”This is a clear pattern of intentional delay and refusal to pay legitimate winnings. Palace of Chance has repeatedly changed its requirements, each time denying a valid payout method after I complied, and has now effectively stolen both my $3,500 winnings and the money I originally deposited.

Resolved

$3,500

My missing payments

I won my payouts and it took me months to get them and when they did send them they sent them to the wrong address claiming they sent them to my address which I know I never did give them this address cuz I don't even have that address as a wallet. I don't know what to do I'll share with you all the chats I had with them so long to get them to pay me out and they didn't even pay me out the right one it's it's still baffling. I don't know what to do but I know they didn't pay me they paid someone else. And since I'm disabled that really really chats my hide because I was counting on that money. That's too bad that people are doing things like this to people it's a shame.

Resolved