Complaint #207 Palace of Chance Casino

72 days and still withdrawal not paid

By Ashley S.

6 years ago

I won $3611 usd on 21/November/2019 and $750 usd at grand fortune and $750 at cool cat casino in the following few days. I sent all identification verification docs 22/11 and did hoo Yu identification 23/11. On 27/11 went to live chat to find out what’s going on?? Got email 28/11 saying they don’t accept Australian taxation office bill as address verification so I sent home loan letter and vehicle rego renewal & electricity bill dated 26th September so in casino 3 month period don’t expire till 26/ December. 9/12 I went to live chat again yo find out what’s going on and they say they won’t accept my electricity bill (even though it’s still in date) grand fortune & cool cat casino just kept putting my withdrawal request back into my player acc 3 x. 29/12 it’s now 8th day after docs approved and told I need to submit bank wire details again even though I had already at cool cat and grand fortune and have recent withdrew at planet 7 oz filled them out and took photo sent it 31/12/19 got email saying manager approved withdrawal. 13/January I had to chase up again to be told they can’t accept the photo of my bank details I wrote out and took photo of (was same format as all photos I did acc verify in) so I type it out ,then my name is different than planet 7 oz record so told to send a photo of bank statement (in format that wasn’t acceptable a couple days ago) lol 😂. Now 16/January I got told my withdrawal needs to be approved again(even though it was manager approved on 31/December) so that’s another 7 business days to be approved then 7-10 business days to be paid and them business days were all finished on Thursday 30 Jan and it’s now Sunday and I have been cut off from contacting 24/7 live chat and they are not answering my emails. I have all emails and live chat transcript if they are needed

Disputed Casino Palace of Chance Casino

Reason Delayed payment

Amount $3611

Discussion

AskGamblers

• Support Team

6 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 against the casino in question, in case something goes wrong with their outstanding payments which were not part of the current complaint.

Thank you all for your cooperation.

Palace of Chance Casino

• Representative

6 years ago

Hi Ashley--

Thanks for confirming you've received the funds.

Regarding another withdrawal, we don't have a casino named 'Grand Palace,' and I couldn't find anything pending in Grand Fortune. Can you please let me know if it is another one of our brands?

Much appreciated,

Tawni

scratcha

• Queensland

6 years ago

Oh yes I finally received the money thanks very much ask gamblers and thank you Tawni I hope the issue of my grand palace withdrawal is resolved really quickly so I don’t have to open a complaint about that too.

Palace of Chance Casino

• Representative

6 years ago

Hi Ashley--

I apologize for the difficulties you've been experiencing with this.

I've reviewed your account and I do see that both wires have already been sent to our processor:

2/4 Paid $1175 + no Service fees for transaction #75684110
1/17 Paid $2117 + $20 Service fees for transaction #75136530

Regarding the payment from 1/17, there was an issue with the entire batch which your wire was in. This batch had to be completely re-done, which is why there has been such a delay. I do expect both wires to reach your account, next week.

All the best,

Tawni

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

67h 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