Coin Palace Casino - Stalling payment and unresponsive

UNRESOLVED
TacoMundo Netherlands
posted on November 18, 2016.

Hello,

I played on coin palace casino on the 12th of November..I won a big amount while I was playing..I continued my playing and won some more..after playing a while I want to withdraw a little from my profits.. I uploaded my documents it was verified like instantly..So I thought this is a fast casino.. I tried to enter the chat to see if everything was fine with my documentation I got no responds..

After 1 day I try to get in the chat it was out of service I tried to sent emails to the VIP manager who welcomed me I sent like 4-5 emails to the support all unresponsive..2 days ago I came into the chat and ask a question about my withdraw:

21:30 Player player: what is wrong wit my withdraw?
21:30 Coinpalace - Live Chat: Sorry, I can't really tell but we'll try to proceed it as soon as possible.
21:31 Coinpalace - Live Chat: Please, accept our apologies for keeping you waiting.

As the chat continued..

21:32 Players : My mails ain't being responded to
21:33 Players: the chat is unreachable
21:33 Coinpalace - Live Chat: Sorry, our managers need to check your withdrawal more thoroughly, we'll proceed it as soon as they'll be done with that.


Its strange behavior my money is sitting stuck at my account I can play with it but the support is unreachable for me and I don't know what is going to happen I don't get any clear answers I want to ask there head depertmant to answer my emails like every normal casino..and don't let me in the dark for what is going to happen..

Thank you Askgamblers.

Regards

A big gambler

AskGamblers
posted on November 19, 2016.

Dear @TacoMundo,

Please make sure to update your complaints accordingly and clarify the total amount of the disputed withdrawal request/s.

Thank you for cooperating with AskGamblers Complaints Team.

TacoMundo Netherlands
posted on November 20, 2016.

I withdrew a 1000 euro but I won a much bigger amount around 25.000 euro I want to continue playing with the rest..but I got my doubts only thing I am hearing is " the managers are looking into it "

posted on November 21, 2016.

Dear TacoMundo,

First of all, we apologize for any inconveniences.

As this is a big win, please give us some time for our internal investigation. This is a common practice for most casinos and shouldn't take long. We will let you know once the investigation is over.

Cheers

TacoMundo Netherlands
posted on November 21, 2016.

I got in the chat today and got 2 request.

- Picture holding my ID card.

- Picture holding a sign with something i have to write from them.

I uploaded it instantly the chat said I quote

" Support Agent 2 11:24:28 am

Thank you. Your cash out was transferred to the financial department.

Financial department is working with your cash out. It will be proceeded as soon as possible. "

So I expect everything is solved now and my payment will be in not much later..

Regards

Taco

p.s. I understand big wins take longer but at least what you can do is communicate to your players :)
As I think it's really good you responds instantly to this platform. Thanks for that!

posted on November 24, 2016.

Hi Taco,

Just a quick update on this case. The internal investigation is still being carried. We are working closely with our software provider on this. Will keep you updated.

TacoMundo Netherlands
posted on November 24, 2016.

I was really hopefully after the last conversation in the chat everything was fine my documents where approved, the chat even said I would be paid out the next day. We are 2 days further and nothing has changed I got 3 emails that my account is fully verified!

Yesterday support told me I could talk to a manager today for an explanation and today the manager was in this is what happened in the chat:
Player 01:19:46 pm

my withdraw is not beeing processed for 1-2 weeks already
Yesterday there was told me I can talk to the manager today

Support Agent 2 01:22:44 pm

Sorry. Your account is being checked now/ As sson as it will be done we'll contact you.


Yes am I talking to the manager now?
there was promised that I can talk to the manager today

Support Agent 2 01:23:43 pm

I was just asking the manager about your account. that's what he has said

Support Agent 2 01:27:48 pm

He said thats the only information he has now. We'll contact you per e-mail.


As you see there is like nothing new for my pay out, there stalling my payout. I am very upset about how the communication to there players is. First they tell me its a routine check then they asked me for weird pictures in hand and pictures with writing on it, then everything is ok and I should get paid. Now its being handled by the payment department.

I keep occupied for over 1.5 week with my payment and there is no clear reason what happening with my money.. I would like a reply from the manager with a clear answer from the what is happening now and a time frame, about when my payment is taking place !!


p.s. This casino group is A-rated on this website this behavior has nothing to do with an A-rated casino! I would like to ask the mod. to change the amount of the pay-out to 25246 euro. because I ain't playing anymore with these funds.

TacoMundo Netherlands
posted on November 26, 2016.

I just had another chat conversation after they told me yesterday that I would be paid within an hour..

Player 08:24:05 am

Hi
Yesterday
there was told me that I would be paid within the hour..
If else i had to come back in the chat
yesterday I came back in the chat
and there was no support anymore




Support Agent 3 08:26:24 am

We still have technical issues that are being worked on at the moment. They should be solved within a day

Player 08:33:41 am

Yesterday I was told that everything was solved




Support Agent 3 08:36:32 am

There are minor issues that are being worked on at the moment


Player 08:37:37 am

Yeah how long is going to take??


Support Agent 3 08:38:06 am

within a day it should be solved



I keep getting the run around I hope the host can explain what is going on...

posted on November 29, 2016.

Dear @TACOMUNDO,

Sorry for keeping you waiting for our reply for that long. As we've said earlier we're performing a joint investigation together with our software provider Softswiss. We've had some minor technical issues during the investigation, but we will get back to you in a couple of hours with information on this case. Apologies for inconvenience.

TacoMundo Netherlands
posted on November 30, 2016.

A really frustrating answer by a casino that is in big financial trouble..first of all I would like to say how disappointing this situation is. For over 2 weeks I am trying to get some answers and get to verify my account.. Every day chat in chat out.. Long waiting time getting the same answers.. All the lies that I will be paid asap you can find it back in the complaint.

As of today finally the manager came to talk to to me in the chat, it started very positive that I only needed a phone verification and it all was be done I said OK here is my home phone number call me straight away.. He said NO! only the number you registered with if else you get a confiscation and we return your deposit! I am like what??????? Anyway I have the number laying around in my office somewhere I have to find it. I will copy paste the chat downstairs.

Vitali 11:07:03 am

yes
I am manger and without verification of your phone we can't verify your account

Player 11:07:21 am

Ok can you tell me now why I need to wait 2 weeks for my verification
You can verify me now on my second phone number
my house phone number!!


Vitali 11:07:48 am

once again, we need verify you by entered phone number
otherwise you have provided false number


Player 11:08:27 am

I send you the right phone number
This is such an awkward rule of yourself I let give you all my pictures instantly
you need
you can call me on the phone right now
and you won't do it because you need the phone number I registered with.
I mean I can't provide you that right now I have to look for it


Vitali 11:09:45 am

once again, verification will not be finished until we will verify your phone

Player 11:10:48 am

And after this I finally get paid after stalling me for 2 weeks with all kind of strange verification procces
But 2 weeks before this was not the case I didn't get any explanation about my verification process. After 2 weeks you want to give me a phone verification


Vitali 11:11:03 am

If you will not verify your phone we will refund your deposit and close account.


Player 11:11:28 am

You can verifiy my phone number right now call me on my home phone

Vitali 11:11:33 am

no
we need verify phone number entered while registration
that's it!


I even offered them to call me on Skype right away they didn't accept it. Well after I start looking for my sim card I got this email.

"Dear Player!

We would like to inform you that your winning was confiscated. The reason is in breaching the following points of the casino rules.

-participating in any type of collusion with other players
-providing incorrect registration data
-development of strategies aimed at gaining of unfair winnings
-fraudulent actions against other online casinos or payment providers
- creating two or more accounts
- other types of cheating

Your last deposit was returned to your account. Moreover we want to bring to your attention that the bonuses are not available for you at the moment.
Best regards,
Coinpalace Support Team! "

It's really frustrating because the chat told me that my winnings would be void under the term " providing incorrect registration data " .
They don't give me the time to provide the number there isn't any term that says give a incorrect phone number and your winnings are voided. This is an illegal confiscation. As this complaint goes on for almost 3 weeks they are obvious having issues in there casino group there popping up 7 complaints in the last 3 weeks I provide every document instantly when asked for.

This casino group has an A-rated status on this website I hope Askgambler will see this rough way of behavior of the casino about stalling not wanted to pay keep me on the leash and on the end, when they don't find any reason where they confiscate my money on they pin on a mobile telephone number what they can't reach..

I am a multiplied verified user at the this casino I jumped to all the hoops they provided for been promised my withdraw multiply times I hope Askgambler can provide mediation to still get my cash out where I am 100% entitled to!


Regards

Taco

p.s. The support chat isn't answer me plus they don't reply to my emails!

posted on December 2, 2016.

Dear @TACOMUNDO,

The proofs have been sent to AskGamblers Support Team.

Kind regards,

Coin Palace team

TacoMundo Netherlands
posted on December 5, 2016.

As my understanding is that my money has been void on a claimed false number which it isn't. It's my number and I hope ASKG. looks thoroughly to there proof because as you can see I provided them with everything they asked for in the first 2 weeks and they said everything would be fine as they have nothing more to ask they throw it on a phone number that is not working.

Underneath you see the identical cases from the same group of casino's.

http:/­/ww­w.a­skg­amb­ler­s.c­om/­cas­ino­-co­mpl­ain­ts/­bet­cha­n-v­oid­ing­-wi­nni­ngs­-ye­t-a­cce­pti­ng-­dep­osits

http:/­/ww­w.a­skg­amb­ler­s.c­om/­cas­ino­-co­mpl­ain­ts/­sta­lli­ng-­wit­h-p­aym­ent­-of­-ov­er-­37-­000­-00­-euros

http:/­/ww­w.a­skg­amb­ler­s.c­om/­cas­ino­-co­mpl­ain­ts/­win­nin­gs-­tot­al-­bal­anc­e-c­onf­isc­ate­d-a­rbi­trarily

http:/­/ww­w.a­skg­amb­ler­s.c­om/­cas­ino­-co­mpl­ain­ts/­osh­i-i­o-c­onf­isc­ate­s-8­982­-eu­ro-­on-­fal­se-­acc­usa­tions


It's really all clear that there stalling not only my money but others to I hope that all players can come to a compromise to being paid!

Thanks Askgamblers

posted on December 9, 2016.

Dear @TACOMUNDO,

Seems like the resolution is still pending on Askgamblers' side. We hope we'll be updated by them here soon.

AskGamblers
posted on December 9, 2016.

AskGamblers Complaints Team requested additional evidence and information from the Coin Palace team, we are waiting for their response.

TacoMundo Netherlands
posted on December 9, 2016.

Support just told me they awaiting more evidence from your casino-site like allot of other complaints from your casino group!
So please have the courtesy to do so..or just pay your players what there entitled to!

Regards

Taco

P.s. This journey is taking way to long. Please read this blog back and see how the casino is behaving towards the customer No casinos who have the Askgamblers certificate act like this. I hope casino management will go in another direction to keep the certificate.

posted on December 12, 2016.

The additional evidence has been sent to Askgamblers Support Team.

TacoMundo Netherlands
posted on December 16, 2016.

It's clear to me that you are finding away to not pay me. Coin palace got a certified status on Askgamblers. After 2 times in sending evidence in which is not enough. I hope you reconsider your choice of voiding my winnings and keep your pledge of your certification on this website..

posted on December 19, 2016.

Hi,

Looks like we'll need some more time to collect even more additional evidence as right now we didn't yet obtain consensus with Askgamblers Support Team. We'll keep you updated on this.

Cheers

TacoMundo Netherlands
posted on December 21, 2016.

It's disappointing for a good casino like this to find for something that is not there. I did nothing illegal I proved in many ways my identity. I followed all your rules at the casino. That you showed your proof twice and it's disallowed by AG, tells there is something wrong with your policy. You can still revise this error. By doing what is right. I hope the casino comes to there senses and acknowledge that this publicity isn't in there favor..

Regards

Taco

AskGamblers
posted on January 30, 2017.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

TacoMundo Netherlands
posted on February 1, 2017.

Today I was in the chat again to see if there is any update on my case the chat said the following.

"Unfortunately this issue is still being considered by our managers. We will contact you as soon as we get a response from them. Sorry for keeping you waiting"

I contacted there license provider, they didn't answer me at all.

They are not responding to this website and to any emails this is my last post to this complaint..
If after this the post the casino is unresponsive. I will take legal action with lawyer office in curacao.

posted on February 3, 2017.

Dear TACOMUNDO,

As Askgamblers had decided to reopen the request, we have restarted our internal investigation and will notify you about details once we are finished.

TacoMundo Netherlands
posted on February 7, 2017.

You started your investigation in November it's almost 4 months ago. Shouldn't you have something by now?

posted on February 9, 2017.

Dear TACOMUNDO,

We have tried to call the phone number you have provided in your account, as a necessary part of verification according to our T&C, but the phone number is invalid and as a result we couldn't verify your account.

According to our T&C, in this case your account will stay blocked and the winnings will be confiscated. Please refer to "Anti-Fraud policy" section of our T&C located here https:­//c­oin­pal­ace.io­/en­/te­rms­-an­d-c­ond­itions for more information.

TacoMundo Netherlands
posted on February 11, 2017.

I understand your concerns and I respect it. I offered your staff to call me immediately on my home phone number or through Skype. It was denied. Askgambler don't rule in your favor in this matter. In the terms isn't written that if my phone number isn't working I got my total balance voided. I didn't provide a false phone number it's my number.

I jumped to various hoops to verify my account (numerous pictures documents etc) after 2 weeks you say you want to phone verification I say fine in an instant and you refuse to do it. How is this fraudulent on my side???

I provided you alternatives to verify my account only it looks that you don't really want to verify my account. So can I now, provide you with information so you can verify my account?

I hope AG can maybe help getting a solution for us in this complaint, you provided evidence what has been rejected multiple times.

Regards

Taco

AskGamblers
posted on February 15, 2017.

AskGamblers Complaints Team requested additional evidence and information on December 13th, 2016 from the Coin Palace team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player. Unfortunately, such information has not been presented yet.

posted on February 15, 2017.

Dear @Askgamblers,
Dear @TACOMUNDO,

We would like once again to refer to Coin Palace Terms and Conditions located here: https:­­//­c­o­in­­pal­­ac­e.i­o­/­en­­/te­­rm­s­-­an­­d-c­­on­d­i­tions

Especially these parts from "Anti-Fraud Policy" section:
>The administration of the casino reserves the right to call its players if regarded as a necessary part of verification. The account will not be verified and the win will not be processed till the conversation with the manager came about (the call is realized via phone number provided at the player's account).

>In case the phone number is invalid or missing herewith possible fraud take place, casino reserves the right to terminate the account and confiscate the win. If the player do not get through the procedure within two weeks the account will be permanently closed and the win confiscated. Such actions may help to reduce fraudulent actions and avoid negative practice in the future.

From our point of view, the process should be over and the complaint closed as the case below is thoroughly illustrated in our Terms and Conditions.

Kind regards,

Coin Palace team.

TacoMundo Netherlands
posted on February 16, 2017.

Again I respect your T&C, only these terms weren't there when I played with you 4 Months ago and by email you never informed me about these terms

Your email stated :

" We would like to inform you that your winning was confiscated. The reason is in breaching the following points of the casino rules.

-participating in any type of collusion with other players
-providing incorrect registration data
-development of strategies aimed at gaining of unfair winnings
-fraudulent actions against other online casinos or payment providers
- creating two or more accounts
- other types of cheating"

These were your terms and condition when I played there is nothing stated about "(the call is realized via phone number provided at the player's account)." AG DIDN'T APPROVED your evidence on this and still doesn't!!

I always save the terms before I play at casino's.. you retrospectively added these terms so technically this doesn't count for me. AG would ruled in your favor if you provided these terms 3 months ago I am a 100% SURE of that.

It really looks like your finding a way not to pay your players..which is disturbing for players and giving you a bad reputation online. In this matter I hope there can be found a resolution with the casino. I will contact management directly and I hope they reply in this complaint to straighten there problems out.

Regards

Taco.

posted on February 20, 2017.

Dear @TACOMUNDO,

As for the reasons you have received in the email, we're talking about this point now:
"-providing incorrect registration data"

We had to additionally clarify this point in our T&C as many players thought that if the overall data seems good, the phone number doesn't count. But we unfortunately need to verify the phone number too in some cases.

You have to provide the correct data upon signup and you will not be able to receive the payment unless we can verify it.

Kind regards,

Coin Palace team.

TacoMundo Netherlands
posted on February 21, 2017.

It's retrospectively adding terms to your T&C. It's nice and all..But all the information is correct I gave you. You approved everything and you needed 4 weeks to verify me by phone. I gave you my home phone to verify me instantly you won't do it why?

People can have expired sim cards, fall behind payments, or lose there phone.
You just finding a reason NOT to verify me. I never seen a casino online doing so shady about NOT WANT to verify a player so they can with hold there withdraw.

You are ASK GAMBLERS CERTIFIED on your website you have the logo of the certificate. But you not oblige to there standards. They not approve your evidence on not verifying me on the phone.

Or renew your evidence for AG or just re-establish my balance on my casino account..

posted on February 21, 2017.

Dear @TACOMUNDO,

Well, we've been trying to verify your phone number since the first days after your win and it was always off service. Once again, the main idea of verification is to prove the data you have initially provided is correct. That's how it works in any online casino.

As for the changes to T&C, this process is also described in the T&C:
>Changes of Terms and Conditions
>Current Terms and Conditions may be changed by the Company when such need occurs. Company reserves the right to modify and amend this Agreement at any time with or without notice.

Kind regards,

Coin Palace team.

AskGamblers
posted on February 22, 2017.

Dear Coin Palace Team,

As previously stated in our post from February 15th we are still awaiting an additional evidence and information since December 13th, 2016 from your team due to that fact we considered the information and proofs you presented so far as not justified enough to confirm the accusations against player. Unfortunately, such information has not yet been presented and in case you fail to provide the requested proofs, we will have no other option, but to close the case as Unresolved, advise player to seek further assistance from the relevant regulatory body and reconsider your status of AskGamblers Certified Casino.

TacoMundo Netherlands
posted on February 23, 2017.

I have added my personal number in your casino system where I am reachable at 24/7.
See attach.

TacoMundo Netherlands
posted on February 27, 2017.

So why is Coinpalace not posting anything anymore I will send a request to there management. To answer on the AG forum.

posted on February 28, 2017.

Dear @TACOMUNDO,

Additional evidence has been sent to Askgamblers via email yesterday.
We'll be waiting for their decision.

Kind regards,

Coin Palace team.

AskGamblers
posted on March 3, 2017.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours upon Coin Palace Casino management request. They need more time to gather all relevant evidence regarding this complaint.

AskGamblers
posted on March 7, 2017.

AskGamblers Complaints Team have been in direct communication with the Coin Palace Casino management over the last couple of months in an attempt to reach to a fair and justified decision, based on rock solid and unambiguous proofs.

Unfortunately, AskGamblers Complaints Team have not been provided with enough valid evidence on behalf management of Coin Palace Casino which could prove the accusations in general and breaching specific bonus/casino term/s in particular. Therefore we have no other option but to close this complaint as Unresolved, and recommend to the player to forward their issue directly in front of the relevant regulatory body responsible for Coin Palace Casino. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.