Complaint #4 Golden Palace Casino

Declined Payment

By Arthur A.

11 years ago

Message on forum

During the first week of July 2014 I have received numerous calls from Golden Palace. Com Casino that I was offered a free Cashable Bonus if I logged in and play. On the 14 July 2014 I received an email from their accounts manager Toby saying that they have offered me a Cashable bonus to play as long as I log in and start playing. After I logged in I talked to their live chat representative and I was told that there is a free USD100 cashable bonus for me and the condition is that I must wager 99 times the free bonus amount before I can make a withdrawal. So I thought why not just try my luck and I started playing with the $100 bonus money and I was lucky enough to wager more than 99 times the amount and won $300. After that I have decided to make a withdrawal just to prove that they are genuine enough. The process took 72 hours and after that I received an email from the accounts department saying that my Neteller ID was missing. After double checked I noticed that I did keyed in one digit short and I admit that this is my careless mistake so I resubmitted my withdrawal request and this time I enter the correct ID and after another 72 hours wait I received another email from them saying that they need to have my driver's licence and copy of my bank statement for verification and after that my withdrawal will be APPROVED. (they should have said that in their previous emails to me but they didn't) So I emailed to the audit/security department and fulfilled all their request. While waiting for another 72 hours I logged in again and played their video slots and i managed to win $600 and I resubmit my withdrawal request and days later I got an email from the accounts department that they can ONLY pay me $100 and declined the remaining amount reason being that I've made my winnings with the free bonus money !!! This is totally ridiculous and lame. I'm very doubtful with the credibility and transparency of Golden Palace.

Disputed Casino Golden Palace Casino

Reason Declined payment

Amount $600

Discussion

Golden Palace Casino

• Representative

11 years ago

Dear Askgamblers,

Arthurchua666 received $100 cashable bonus as part of an ongoing promotion and he was allowed to withdraw up to $100.

After a thorough review we are certain that Arthurchua666 in fact knew about the withdrawal limit as on July 16th the customer was informed by our chat representative that the cash out on the bonus received was maximum $100, this after Arthurchua666 inquired about the withdrawal amount. We are also more than happy to provide a copy of the chat transcript if AskGamblers would be interested or deem necessary.

while our accounting division reviewed arthurchua666’s payout request, $100 were processed and sent to the customer and the surpassed balance was voided in accordance with clause 7.7.8 of our terms and conditions which reads: “If the Member withdraws a certain amount from the Free Bonus money, all the winnings from the Free Bonus that remain in the balance shall become void.”

Sincerely,
Golden Palace

arthurchua666

11 years ago

Dear AskGamblers,

I was only informed by the live chat rep of GoldenPalace casino that I have to wager 99 times or more the $100 free bonus money before I can make a withdrawal and I can't recall anyone telling me that I can only withdraw up to a max of $100. If I was informed about this why would I be wasting my time and played until my winnings increased to $600 and only then I made the withdrawal request?And why is it that GoldenPalace casino didnt' informed me during the first two emails that my withdrawal limit is only up to $100 but instead they declined my payment because of my documentations? I really have doubts with the credibility and transparency of this virtual casino.

Golden Palace Casino

• Representative

11 years ago

Dear AskGamblers

Thank you for bringing this complaint to our attention,

On July 16th arthurchua666 was credited with a $100 cashable bonus of up to $100 withdrawal according to the offer given to him by the representative. After meeting the wagering requirements arthurchua666 submitted his withdrawal request which unfortunately was declined by our accounting division since they dint had the right payment details.

Arthurchua666 mention on his original post that he was not notified as to the necessary documents needed in order to request a payout, nonetheless we will like to clarity that is the player responsibility to provide the necessary documents prior to submitting the request as stated on our terms and conditions upon which we quote: “The Member holds full responsibility to provide the Security Department with updated copies of the necessary documents”

Once arthurchua666 complied with all the necessary documents his withdrawal was reviewed and processed accordingly by our accounting division and because his winnings came from the $100 cashable bonus offer with a max cashout of up to $100, he was then process for the amount he was entitled to and the exceeded balance was then voided.

Sincerely,
Golden Palace

Golden Palace Casino Complaint Stats

Resolved 3 / 6

Avg. Amount $15,560

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Golden Palace Casino Complaints

See all complaints for this casino

Added wagering requirements for playing with cash?!

I was playing with cash only (cancelled withdrawals on 19JUN. The chat claime that i still got wager requirements from 17JUN, when i made a deposit for a bonus and lost all the money. Or then there is something fishy going on..) Been in chat many times about this but the chat workers seem like they do not understand what i'm talking to them or they do not have the competence to handle my request.. Here is my last deposit: (17JUN) GPL3352881 17-Jun-2016 18:51:20 Deposit 25.00 EUR Money Bookers Approved On 17 jun i lost the money and my balance went to zero. So all the bonuses and wager requirement removed while i lost the money. And afterwords i was playing with the cancelled withdrawals in (19JUN) 44701454 19-Jun-2016 12:35:01 Withdrawal 100.00 EUR Cancelled 44701454 19-Jun-2016 12:18:09 Withdrawal 50.00 EUR Cancelled 44701454 19-Jun-2016 11:45:06 Withdrawal 50.00 EUR Cancelled 44701454 19-Jun-2016 11:41:51 Withdrawal 50.00 EUR Cancelled After i played with the cancelled withdrawals i am trying to make a new withdrawal, the system says i got something to wager. That should not be there since the money is already wagered because it came from the previous withdrawals. P.S: Goldenpalace.ag casino accepts finnish players, i guess their sister site at goldenpalace.com is not doing so..?

Resolved

€250

Payment Declined Without Reason

in this casino, I deposited and withdrawn long ago. then the bill is approved and verified. received a bonus of € 30, with multiplier x 100, I played and respected the terms thoroughly.In fact, the payment was in cash, but after a week, was refused without reasons. do not respond to chat and even by email. the money was put back into balance, so for now there are still, however, I can not put them back in charge because they removed the method neteller. remit money into balance and then add a bonus. This is a technique to avoid violating the terms and conditions I think.I enclose a few test files but do not know how to respect me.you can help me? thank you

Unresolved

€270

Won't pay me!

i deposit 50$, I won 3800$ at golden palace, then asked for a payment via bank wire, it tooks 3 days then declined payment because they are missing information on my bank account, i scanned all the papers and id with picture etc... i deposit another 50$ and asked again another payment, they declined the payment for: security verification, they said i have to wait 1 full week before asking a payment again, so i did wait 1 full week then ask the payment again but this time i did not deposit any money, 3 days later again they declined the payment because i did not deposit any money in the last 5 days and some money in my bankroll was coming from a free play bonus. i did bet for over 200 00$ in 2 weeks, what should i do, deposit wait 3 days and get another declined payment? that ridiculous!

Unresolved

$3,800

Refused to pay the remaining 80,000 euros of my jackpot!

i hit the jackpot .i paid me 37000. the jackot was 117000.they have blocked the withdrawl now because the casino activity is low .account manager said me to participate tournament , play slots machine.my actual vip level give me the possibilty to withdraw 50 euros for month.

Resolved

€80,000

24,000 Slot win not being paid by GoldenPalace.com

I have been their customer since April 2010 and during that time made thousands of euros of deposits and lost it all.

July this year they tempted with a bonus of 75% that carry 50 times wagering of deposit and bonus in slot only, I remember I played a lot, I made deposit of 500 and got 375 bonus and won 24,500 EURO. Later I reversed part o ftheir cashout and lost the 500 leaving me with 24,000 pending cashout.

They asked for documents and approved it and started to pay a weekly payment of 1700 EURO, after 2,3 payments they stopped paying.

I logged in to my account it was locked.

i contact their security by phone they were very rude and hanged up the phone on me not before they told me something like they want me to go to the police and give them some info from the police I did not quite understand.

They stopped answer to my Emails.

Unresolved