Complaint #50 Palace of Chance Casino

Issue With an Insurance chip

By Debby D.

10 years ago

Message on forum

Unknown to me, they claim they have given me "free insurance funds" to play with. I was never asked, I never agreed to accepting this as it comes with a heavy play through, which I dont ever accept. I did not see any extra funds in my account or I would have asked. So I have no idea that was given to me, they used to post it in your player account and you had to accept it, like you do a bonus. But he says now they just put it in your account without telling you or asking. I won 2000 dollars and tried to withdraw it and they declined it 3 times with no explanation. In the mean time, I am making my own cash deposits and playing. After 15 days of that money sitting in the withdrawal dept, it does not show in your account as funds. So 3 months later, it shows up in my account again so I play with it. I have also made several deposits as well with no bonus with play throughs. Now they wont give me that 2000, another 4000 I won yesterday and another 5000 last night. They are trying to claim that I have to play through 45,000 to withdraw my 2000 and that I knew about it. Not once did they message me, they said they did but I did not know or I would not have made any more deposits in case I won, cuz they wont let me have it. Would I make more deposits if I knew I had that high of a play through amount hanging over my head? Oh hell no, and yet they never even asked me before if I would accept it. I would not have, I never do any bonus with a play through. So now, I have 8000 in winnings they wont give me even though I made several hundred dollars of deposits since that so called insurance money they claim they gave me and I accepted several bonuses. You cant have more than one bonus at a time so with the money not there showing in my account, I figured that its coming. There is no way I would have made even 1 deposit if I knew I had a 45,000 dollar play through amount hanging over my head for my withdrawal. Their system lets you withdraw it even though you cant have it, it never used to do that. They re-designed the cashier and since that time, it no longer showed your balance and below that it showed any play through amounts you needed to complete and it would not allow a withdrawal to be submitted, but that is all gone from the new cashier system they put up last year. There is no where you can look on your account to see any play through amounts you have to meet, no where. They dont answer direct questions to this detail, I have asked 3 people why that is no longer part of their cashier system for players, they just keep explaining rules for an insurance chip that I knew nothing about. They dont let me even talk, they just repeat the same bs over and over and refuse to give me my winnings. I have been playing for 7 yrs now and have never been treated like this, they always paid me. It takes several months to get withdrawals and each time it came by check from a different bank. Not once did anyone there even mention to me that I had a play through amount, not one person. They would just refuse the withdrawal request.

Disputed Casino Palace of Chance Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

10 years ago

It is a nice practice to confirm if your complaint is resolved or not. Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

AskGamblers

• Support Team

10 years ago

@fb_1122329587781985,
Are you satisfied with a casino response, can we close this complaint? Thank you.

Palace of Chance Casino

• Representative

10 years ago

Hi fb_1122329587781985,

I know you were contacted by a VIP Host and already have had a lengthy conversation regarding why your withdrawal has been declined. I’ll do my best to reiterate our position with this:

Much of what you’ve written in your complaint here is patently untrue.

You’ve stated you did not realize there was an insurance bonus, however, since May 2013, you’ve been credited a total of $1,971.08 in these bonuses. It’s difficult to conceive that you’ve not realized you’ve been receiving these bonuses all along.

Each month, these insurance bonuses are issued like clockwork and an email is sent off to players, notifying them that this balance has been credited to their account. We’ve sent you these emails each and every month. You can read in our rules we’ve clearly outlined everything pertaining to our CashBack/Insurance bonuses:

http://www.palaceofchance.com/rules/#cashback

You’ve stated that we’ve not ‘messaged’ you but clearly we have—you’ve responded to your emails.

You also state that you ‘ I never do any bonus with a play through’. This is untrue, as you took BONUS code “2040-LOYALTY.182” on 5/29/2015 for $300.00, which was credited by your VIP Host…and carried a 20x playthrough.

When you requested that bonus, you had a balance of $.85. The VIP Host issued the $300, which you whittled down to $1.65. The following day, you entered the gaming console and from that $1.65, you suddenly had $758. Where did you think this came from? If you had left the night before with only $1.65 in your account and found more than $750 magically appeared in the morning, why would you not contact the casino? If you did not want to be beholden to the playthrough terms, you could have contacted the casino or your VIP Host and asked to have the bonus removed, but you did not. Now you are angry with us for not honoring a withdrawal which you’ve not met the requirements.

I’m very sorry you feel we’re cheating you in any way, however, this is simply not the case. Hopefully you now understand better what happened here.

Tawni

AskGamblers

• Support Team

10 years ago

@fb_1122329587781985,
Any update considering your complaint? Thank you.

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 Complaints

See all complaints for this casino

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

Delay of withdrawal pending approval

Ask gamblers I need your help please. I made three withdrawal requests on May 28th 2025 for $2500 each the first one has been approved and that was on June 10th 2025.

I was told that in 7 to 10 business days it would be processed.

It is now 33 days later and I still haven't received my first payment and I also have two more payments pending that haven't been approved the status of my account and all the paperwork has been approved.

I have transcripts emails on all the conversations that I've had with them they keep telling me that they're escalating my payments and for me not to worry about it it has now been 46 days from the initial day that I requested the withdrawals.

Please ask gamblers try and resolve this problem that I'm having with them.

Thank you so much.

Resolved

$7,500

Withdrawal and communication

I have sent multiple emails and requests over this withdrawal and every single one of them have not been answered. My withdrawal is going on for almost 2 months. Everytime I send an email regarding it they never respond. I have been a customer for over 5 years and this is always an issue. They also disabled my live chat option so I can't even talk to an agent. I'm a vip 3 member and this is how they treat their vip.

Resolved

$200