Unable to process withdrawal back to my credit card, really?
Hello
I joined this Casino as was a certified Casino on Ask Gamblers... I have deposited previously to this casino 4 times and this is my first experience of withdrawing. On the 10th October at 8:33 after meeting wagering for bonus funds I was able to put a withdrawal through of 270 euros back to my bank card.
The next day I checked my Coin Palace Account only to find the funds returned back in my balance at 1:29 on the 11th October.
I checked my emails to find this....
Dear Player,
Unfortunately, your withdrawal cannot be sent to the card that you have provided. In order to process it, please make a minimum deposit via Skrill or Neteller (10$) and request the withdrawal via one of these payment methods. As soon as you do so, we will process your withdrawal. Besides, you can do it via Bank Transfer.
Sorry for causing any inconveniences!
Best regards,
Coinpalace Support Team!
Confused as to what the problem could be as I always use this cards on other Casino's with no problems I contacted live help. This was the answer I got to the problem...
12:07 Your Question:
12:07 Please wait and one of our operators will be with you shortly.
12:10 You are now chatting with Coinpalace - Live Chat
12:10 Coinpalace - Live Chat: Hello, thank you for playing at our casino! How could I help you? Hallo! Danke, dass Sie in unserem Casino spielen! Was können wir für Sie tun? Здравствуйте, чем мы можем Вам помочь?
12:10 Lauren: hello do you allow withdrawals to visa cards please?
12:12 Coinpalace - Live Chat: Unfortunately, your withdrawal cannot be sent to the card that you have provided. In order to process it, please make a minimum deposit via Skrill or Neteller (10$) and request the withdrawal via one of these payment methods.
12:13 Lauren: Why can it not though? you allowed me to deposit a number of times from that card and I have never had problems withdrawing to it before?
12:14 Coinpalace - Live Chat: Sorry, I do not know. I have provided your unsuccessful withdrawal. As soon as I get answer, I will contact you via email.
12:15 Lauren: what other options do I have for withdrawal that do not require depositing?
12:16 Coinpalace - Live Chat: *I have provided your withdrawal to technical department
12:17 Lauren: ok what timescales do they usually have for responding?
12:17 Coinpalace - Live Chat: All payment method need a minimal deposit.
12:17 Lauren: but I have already done that on my card and now you wont allow it
12:18 Lauren: how do I know I am not going to go through hassle of setting up one of these acounts you said and then for it not to go through again
12:20 Coinpalace - Live Chat: I have got the answer. The limit of transaction with credit card is exceed for today.
12:20 Coinpalace - Live Chat: Please make a new withdrawal tomorrow.
12:20 Lauren: I first made the withdrawal tomorrow
12:21 Lauren: *yesterday sorry
12:21 Lauren: So if I request withdrawal tomorrow to my card then it will be able to go through then?
12:22 Coinpalace - Live Chat: yes
12:22 Lauren: ok I will put the request through tomorrow morning
12:23 Lauren: how long is your processing time so I know when to check back?
12:24 Coinpalace - Live Chat: The maximal time for confirming of a withdrawal is 2 hours.
12:24 Coinpalace - Live Chat: But in mist cases it takes e few minutes.
12:24 Coinpalace - Live Chat: *in most cases
12:24 Lauren: ok just that I withdrew this money yesterday morning
12:25 Lauren: it was only sent back to balance this morning
12:27 Coinpalace - Live Chat: Your first withdrawal was CREATED AT October 10, 2016 08:33 and FINISHED AT October 11, 2016 01:29
12:27 Coinpalace - Live Chat: I see it was very long.
12:27 Coinpalace - Live Chat: Sorry for inconveniences.
12:28 Lauren: ok can I ask is the limit completely reached for today then or is it that the amount I'm trying to withdraw takes it over limit?
12:28 Lauren: is there a smaller amount a could withdraw just for today?
12:29 Coinpalace - Live Chat: You can try to withdraw a smaller sum, but I do not know, sorry.
12:30 Lauren: ok no worries sorry for all the questions just this maximum credit card thing is very strange and something I have never come across before
12:31 Lauren: I will try and withdraw a lower amount and if that doesn't work I will come back in morning to withdraw it all
12:31 Coinpalace - Live Chat: You can try to make a small withdrawal and we will check it
12:32 Lauren: ok I have tried 120 for now and will see if that goes through
12:33 Lauren: if not I will come back tomorrow to put it through
12:33 Lauren: Many Thanks For you help
After this Live Chat I have to say I was awfully confused and amazed that this reason of the Casino's credit card limit being reached was valid and even possible. After several failed attempts of lower amounts I realised this would not be possible and would come back the next day as agreed on live help.
On the 12th October at 08:11am I put the 270 euro withdrawal through again. That afternoon when it was still not processed I tried several times to talk on live help as this was already taking longer again than the timescales given to me in live chat the previous day of just a few hours but usually within minutes. Live chat was never available both that afternoon or the following day. I filled in the form given when live chat failed twice and had no response.
I have logged into the Coin Palace account tonight to find it has been returned to balance again at 20:26 13th October. I have checked my emails and have no emails explaining the withdrawal being denied or in response to my message sent earlier today and yesterday.
I am hoping to get this situation resolved as soon as possible.
Resolved
€270
