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I won too much and they became sleazy!


I have been playing at Win Palace for a few years now and they even upgraded me to a VIP some time ago. One of the perks of being a VIP is that you get your withdrawals approved within 3-5 business days (vs 7-10 business days). This has mostly been true in the past. They have been approved in 5 business days. 95% of the time I use a bonus code. I have won some and lost some over the years. Well I made a withdrawal of around 2500 about 2 months ago (and they paid me the entire amount in full) then about a month or so later I made another withdrawal of 2800 asking for the wire transfer option. Well, as soon as I asked for that withdrawal, they immediately cut me off from all bonuses. Fine, not a big deal, I can deal with that. However, instead of my withdrawal taking 3-5 business days, they are now taking their sweet time and going back to the 10 business days (what? I am not a VIP anymore because I have won too much, really?). To make matters worse, when the finally approved it , they only approved $500 and put the rest of the money back into my account. Any time I have withdrawn that kind of money in the past, they always, always paid me the full amount in one payment. Now, they decide because they don't want me playing there anymore (apparently because I have won too much money) they are going to be jerks and only pay me $500 at a time. I spoke to customer service and they said it is in the terms and conditions that they can pay me in 5 installments. I get that, but it seems strange that they decide to do it now. At this rate, it is going to take me about 5 months to get all my winnings. This is so unfair and really, really sleazy. I am so disappointed in Win Palace and they don't have to worry because I will never put another penny in their casino again. I know this is in their terms and conditions but I was hoping there was someone out there that can help me out and have them do the right thing. I would be very weary about playing here. It's fine if you don't win a lot of money and you mostly lose but if you try to withdraw too much they become jerks and cut you off. Please help someone! I don't want to wait 5 months to get my money! Thanks so much for listening. kb
Disputed Casino WinPalace Casino
Amount $2800

Discussion

User name
Hi Karla,


Ill check with him and update you ASAP.

Clara
User name loyalty-level-2
I have not heard from your best VIP manager in almost a week and still no funds
User name
Dear @karlabrown2003,
Is this issue resolved?
User name
Hi Karla,


I spoke with our best VIP manager and he is going to take care of your account from now on. Dan is his name. He told me he send you an email in regards to this issue, please reply so we can move forward and execute the payment.

The other account manager wont contact you again.

Doing some order in the house ;)

Please move on with Dan and let me know if you need further assistance. He is really professional and will assist you properly.

Best regards,

WinPalace Casino Complaint Stats

Resolved 36 / 86
Avg. Amount $861
Avg. Complaint Duration 78 days
Avg. Response Time 3 days

WinPalace Casino Complaints

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405 Euros Payment declined
Last year (november/2014) I made a withdraw requested that was denied with the "90 business days review" excuse. So, i wait untill the end of this process and made a new withdrawal request in the amount of 405 Euros on 28/04. Two weeks later I received an email from James Corden, from the financial department, saying that "we could not approve your last withdrawal request since your activity in our casino recently has dramatically decreased." I really need your help to get my money. Here are the emails sent to me by them: [email protected] 27-11-2014 Para: ****@hotmail.com [email protected] Dear Miguel, I would like to inform you that as per our decision as Finance Department your last withdrawal request was denied and the requested funds were reimbursed to your playable balance as we are reviewing your account. This process might take up to 90 business days. As soon as we have any updates regarding your account we will inform you via email. We are sorry for the inconvenience. Sincerely, James Corton Finance Department De: [email protected] Enviada: terça-feira, 12 de Maio de 2015 10:42:21 Para: ****@hotmail.com Dear Miguel, Please kindly note that we could not approve your last withdrawal request since your activity in our casino recently has drastically decreased. In order to withdraw further winnings you should play more in our casino. We apologize for the inconvenience. In case you have further questions or concerns please feel free to contact us or visit our website to check our Terms and Conditions by clicking here. Best regards, James Corton Finance Department
Status solved Resolved
€405