Complaint #104 Palace of Chance Casino

More of the same bad experience with delayed payments

By dogmomm

9 years ago

Once again, I am experiencing delayed payment from Palace of Chance Casino. I requested a withdrawl of $1496 on 3/17/2017. Their terms and conditions state that the withdrawl requests will be approved, or not, within 10 to 15 days of the request. It has been way longer than that. They then can take another 10 to 15 working days to send to a processor, and then the processor has another several days to send payment. I have contacted Live Chat several times regarding this withdrawl, and I literally get another answer every time. I also have two withdrawl requests, both made on 3/31/17, which are now between the 10 and 15 day point. I am considered a VIP at the Palace, but when I feel as if I am getting the run-around, and being stalled, I do not feel like a VIP. I have continued to deposit, despite the inconsistencies in their payment. Ask Gamblers, can you please help me retrieve my winnings in a timely manner from Palace of Chance. Thank you.

Disputed Casino Palace of Chance Casino

Reason Delayed payment

Amount $1496

Discussion

AskGamblers

• Support Team

9 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

We would also like to use the occasion and suggest to player to submit new complaint in case something goes wrong with their outstanding payments which were not part of the current complaint.

Thank you all for your cooperation.

dogmomm

9 years ago

Dear Tawni,

I am very relieved that this finally came through. Thank you for that. However, there is still an important issue looming. Two requests made over 40 days ago that have not been approved. Combine that with the processor issues, and it is over two months for payment. I was actually told by a Live Chat agent that when a player has multiple requests, there is no rush to approve. In essence, punished for winning. Both requests were made on 3/31/17. The first one for $2359 needs to be approved and sent to the processor immediately. Since it has taken Palace so very long to approve then it should be paid before the 10 to 15 days. The second one for $1312 should be approved and sent within a week of the first one. If I can keep this complaint open, I will, and if not, I will open another one regarding these two withdrawls. Palace of Chance is a business, and should be operating as such. Withdrawls should be approved within 10 to 15 working days as the terms and conditions state for all players, whether winning or losing. Making up your rules as you go is not fair to the depositing players. Our expectation is that you will do as your terms and conditions state, and treat all players equally. I deposited, I won, and now I want my winnings in a timely manner. I should not have to be contacting Palace almost daily or going through a mediator, such as Ask Gamblers to receive what I legally have coming. Thank you Ask Gamblers for your help in this situation. I hope that you can also help me receive the other two withdrawls more quickly. The one related to this complaint took 55 days.

Palace of Chance Casino

• Representative

9 years ago

Hi Dogmomm--

First, let's get the good news out of the way (yay!)...

I've just received your tracking information and I see your payment is set for delivery, later today by 4:30 PM. :-)

Again, I am truly sorry for the delays, but I can say with certainty, we're doing the very best we can with a very difficult situation.

All the best,

Tawni

dogmomm

9 years ago

Tawni,

I do apologize for my frustration, and lashing out. However, when you told me that I would have tracking the week of April 24, and now it is May 6th, I become frustrated. I do realize that once something has gone to the processor that there will be a payment at some point. My primary issue now is the fact that withdrawl requests are taking so long to approve. This is an issue within the casino. I have two requests from 3/31/17 that have not been approved, add that to the processor issue, and it is too long to wait for payment. Palace's own terms state that approvals will be made within 10 to 15 business days. How is it that my two most recent requests are now at the 25 business day point and still not approved? Perhaps if the approvals were made in a timely manner, as they used to be, the delays created by the processing situation would be easier to take. I agree with you regarding the green employees because I never heard the same thing twice, but bear in mind, I had not heard back from you. All casinos should follow their own terms and conditions, as they expect their players to. I am more than willing to sympathize with you regarding the processing issue, but not things within the casino, especially when I have been contacting them regarding delay in approval on an almost daily basis. You would think that someone would take notice and get it done. Since you are in direct liaise with the Payments and Finance Managers, how about asking them to expedite the approvals. I am hoping to see tracking very soon. Once again, I apologize for my frustration, and I sincerely do appreciate your help and clarification of the situation. I also apologize for casting any shade on Ask Gamblers. They have helped me numerous times in the past.

Palace of Chance Casino Complaint Stats

Resolved 215 / 232

Avg. Amount $2,687

Avg. Complaint Duration 16 days

Avg. Response Time 3 days

Palace of Chance Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 204 out of 218 complaints in this category have been resolved.

This operator's average complaint duration is 16 days, while the average duration across all operators is 8 days.

Palace of Chance Casino Complaints

See all complaints for this casino

Palace of Chance Casino - Breach of Written Verification and Obstruction of Withdrawal

Casino: Palace of Chance (RTG Network)

Account Name and details: < removed >

Complaint Details:

On September 6, 2026, I received an email from Palace of Chance support agent Ethan J. requesting standard identity verification documents. I promptly submitted my full verification package. To ensure compliance, I ultimately submitted these documents a total of six times—twice through the casino's internal platform and four separate times via email.

On September 7, 2026, I received official, written confirmation from George Andrews on the Palace of Chance verification team stating clearly: "Your account is now verified!".

However, upon attempting to process a legitimate withdrawal of [Insert Withdrawal Amount], the casino arbitrarily revoked my verified status. They initiated extra-contractual, moving-goalpost KYC demands to intentionally obstruct the payout. Specifically, they demanded a "full-arm selfie" while holding my ID, a physical requirement that creates a focal distance making document legibility impossible.

Palace of Chance is utilizing predatory delay tactics and ignoring their own written verification approvals to avoid paying a winning player. I have attached all correspondence, including the September 7th verification approval. I am requesting immediate intervention to compel Palace of Chance to honor their written verification notice, restore my account to Fully Verified status, and clear all pending withdrawals immediately.

Unresolved

Delayed 2500

I deposited thousand across the virtual casino group, I played for hours and got to $2500! No playthru, maintained steady bet of 2$. Made sure my account was fully verified and I’d documents approved. Requested my withdrawal via coindraw& and got was given a short 3 day timeline till I received. The day before payment was to be sent, coindraw option was removed from my account. So on 9/9 I had to cancel and re-request via bitcoin. Was given the 7-10 business days timeline for approval. Now 9:23 and still not approved or showing any signs of sending. Really hope I can get my funds quickly or at least in the time period I’d was given so I can trust playing here in the future

70h left

$2,500

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