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Palace of Chance Casino - Closed account and took my winnings without saying why

RESOLVED
Fireeyes87 California
Posted on January 20, 2019.

I followed all of the rules. I have never played at an online casino before let alone win anything. I went through a very long 2 month verification process that i was in complete compliance with. I had deposited with my credit card first, thern after my winning were approved for withdrawal i used my regular debit card to make a purchase, so they "delayed" my payment and i had to send in all new documents and more on top of that, i had misplaced my debit card i had used after the fact so it had to be cancelled...;et them know right away tried to get help and come up with a solution. Finally jan 3 everything was finalized approved and ready to go and sent. I only have the new card about a week or 2 when i was frauded online and my bank automatically cancelled my account...I had not even had the chance (irony?) to send them a copy yet...so i make a deposit early this morning...didn't think anything of it, they sure had no problems taking my money....but as soon as i try to log in i find i am banned or unable to...i emailed customer support, and i called. They refused to give me any information...and are saying now am not entitled my winnings that should have been here by now. I have done nothing wrong and have tried to speak with a manager but am refussed every time i ask. My first ever winning....and this is what i get?

Posted on January 24, 2019.

Hi Tanisha--

Here's what has occurred, leading us to close your account...

You had a total of five deposits, one of which was uncollected (meaning although we received an approval for the charge, your bank never released the funds). Another deposit was disputed (charged back), so our casino not only had those funds pulled back, but we were hit with processing fees almost double of your deposit amount.

Because of this, it was decided that the casino was not willing to risk further charge backs and fees. With this, we've requested our processor to refund the three deposits we did receive, which total $110:

# Login Amt / Adj Amt
68374522 fireeyes87 Refunded $50.00
68098967 fireeyes87 Refunded $30.00
68070620 fireeyes87 ChargedBack $40.00
67602178 fireeyes87 Refunded $30.00
66990345 fireeyes87 Uncollected $30.00

As this was a management decision, there is nothing further I can do on this...

All the best,

Tawni

Fireeyes87 California
Posted on January 24, 2019.

Okay well first of all I don't know why that many deposits were made because I didn't make that money deposits at least not by authorization I've only made three deposits and they all went through on my end of the bank which I can prove it was taken out of my bank and given to you guys never was it put back into my bank and second I've never gotten a refund at all from anything so you guys said that I was going to be refunded all that money but none of it was refunded and what does that have to do with my winnings being taken away from me when I had already gotten those from a deposit that I made and then one all I want is what's owed to me the winnings I understand if I can't be a part of your Casino anymore I just want what I have already won it was supposed to have been here already I made a deposit that deposit was not put back into my account I won something and that wasn't given to me no explanation was given to me I don't know what you guys are talking about these chargebacks because every time that I have made a deposit the money was taken out of my account and it never went back into it

Fireeyes87 California
Posted on January 24, 2019.

And like I said I haven't seen any refund whatsoever from anything all I know is that you guys have continuously taking my money but yet I have not gotten the winnings that I buy right is mine or any sort of refund that you guys are talking about I have done nothing wrong anytime that I deposited it's been taken out of my account does remind winnings fair and square and they need to be paid out to me don't you think because I didn't do anything wrong and like I said I know nothing about these chargebacks in and things that didn't work for you guys because every time that I deposited it was taken out of my account and I can prove that

Posted on January 28, 2019.

Hi Tanisha--

You're stating you know nothing about the chargebacks, however you are aware that you had issues with your card. It would make sense that your bank would pull that charge back in that situation.

I want to double-check on something with our Payments Manager, so please give me a day or two and I'll come back to you.

Tawni

AskGamblers
Posted on January 31, 2019.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that Palace of Chance Casino management will soon jump in with an update on this complaint.

Fireeyes87 California
Posted on February 3, 2019.

Your are absolutely correct that I knew there were issues with my card and I also know EXACTLY which charges from it were cancelled and which were not because I have to specifically REQUEST for the charge to be taken off and it's an entire process... and I never requested for any charge back from the casino. I am very diligent with my account and very aware of everything that goes in and comes out. I was very responsible and prompt in informing the casino of any changes or any problems i was having, if it was such an issue then my deposits never should have been approved in the first place right? Instead you had to problem taking my money...even after these supposed chargebacks occurred...but yet when it comes time to pay out all of a sudden it's a problem...them I am told I will be refunded all of my deposits...but I guess it's no surprise when I say that I haven't even received that? I have been nothing but compliant through out this process and I have nothing to hide because I have done nothing wrong...you said you would get back to me in a day or two vivian....havent heard from you... I will not stop until the casino is held accountable for their actions. I won fair and square on a deposit I made that was NOT charged back and was in compliance with all casino rules and regulations, approved with all paperwork and documentation neccecarry, and I want my winnings, I have rights and you have violated them. After I receive my winnings I am more than happy to never return to your casino and that will be that. I have no intentions of w ritting or saying anyrhing negative pending the winnings in my account. I do not seek revenge only justice. Please get back to Thank You

Fireeyes87 California
Posted on February 3, 2019.

One more thing that really bothers me...you state I have been refunded my deposits in your previous reply but I have statement to PROVE I most certainly have NOT been refunded a single cent!

Posted on February 7, 2019.

Hi Tanisha--

I absolutely understand your frustration, but there is nothing I can do to change management's position on this.

Regarding your refunds, I will check the status on this as soon as I get in the office, later today.

Tawni

Fireeyes87 California
Posted on February 7, 2019.

Then who do I speak with? If the person they designate to handle complaints and resolve them then who? I have asked to speak with management several times, and i get told NO...flat out, just NO. What sort of customer service is that? Is that not what management is for? I am trying here to remain calm and be reasonable because that is the right thing to do. I have the up most respect for others and i am an honest person. What is being done here is not right Tawni. How would you feel in my position? If you knew you had done nothing wrong, and yet you had something that was rightfully yours stripped away without any sort of reasonable explanation...I have gotten turned away from your casino multiple times through out this process been lied to, and cheated. Everything the Casino has said they would do has indeed NOT been done. While this in not your fault and I understand that, you have pushed me and my problems aside not replied anywhere close to when you said you would. Told me you were going to check something and get back to be in a day or two, then weeks later all i get is I cant do anything... Well someone needs to do something please. It should never have taken this long to get refunds back, I know how the process of a refund works. There are laws Tawni, they are there for a reason. You tell a customer especially in writing they will receive a full refund and then don't give it to them, you are then violating rights.

The FTC enforces federal consumer protection laws that prevent fraud, deception and unfair business practices. The Commission also enforces federal antitrust laws that prohibit anticompetitive mergers and other business practices that could lead to higher prices, fewer choices, or less innovation.

Whether combating telemarketing fraud, Internet scams or price-fixing schemes, the FTC’s mission is to protect consumers and promote competition.

The FTC administers a wide variety of laws and regulations, including the Federal Trade Commission Act, Telemarketing Sale Rule, Identity Theft Act, Fair Credit Reporting Act, and Clayton Act. In total


I am not being unreasonable. i am not asking for anything more than what is rightfully already mine. I do not enjoy this, nor do i want to be doing this, but I will not stand by just allow myself to be cheated and walked over. Tawni I am asking nicely for Palace Of Chance to work with me here and make this right. I have done nothing wrong. If I am still refused I will have no choice but to take it to someone higher. The FTC will be my next stop.

AskGamblers
Posted on February 11, 2019.

Dear Palace of Chance Casino,

Please let us know if there's some update regarding this case.

Posted on February 15, 2019.

Hi AskGamblers--

I've pulled the evidence to back up the casino's assertions against this player and forwarded this over to you. If you have any questions, please let me know.

Tawni

Fireeyes87 California
Posted on February 15, 2019.

ok, and i will do the same....t­awn­i...where is my refund? did you send over proof of that? because if you did, it's a bold face lie. i have every bank statement sitting in front of me to prove you are either being dishonest, or there was an error on your guys part, because my end shows a much different story. At this point i just want my money back like you said and several other of the palace of chance employees have told me. Askgamblers i will e-mail my end of the proof that they are not being honest, then im ending my official complaint to the FTC. I tried Tawni, How do you sleep at night doing what you do to people? This obviously isnt going to get resolved because palace of chance are liars. I have already filled an informal complaint with the FTC and was really hoping you all would do the right thing and just refund me my money you said you would, but i guess not. Consider this your notice that a complaint is being filed formally against palace of chance for violation of consumer rights and fraud. Have a great day Tawni

Posted on February 19, 2019.

Hi Tanisha--

When filing your complaint, please let the FTC know that you opened multiple accounts in differing versions of your name, email address and phone number with some of our other casinos. This is what our Fraud Team caught and it is because of this that we've refunded your deposits and closed all of your accounts.

https:­//w­ww.p­al­ace­ofc­han­ce.c­om­/terms/

The Casino reserves the right to cancel your account for any reason whatsoever at any time without notice to you. Any balance in your account at the time of such cancellation may be credited to you, however, the Casino reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your casino account in any circumstances including:

a) If there is evidence to suggest that you have more than one active account for the Casino;

d) If you provide incorrect or misleading registration, account or identification information;

l) If the Casino should become aware that you have played at any other on-line casino under any of the circumstances set out at I) to X) above

Regarding the refunds, these can take several weeks as they go through third-party processors--this is nothing like going to a department store and your credit appears on your card within a few days.

Tawni

AskGamblers
Posted on February 20, 2019.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Palace of Chance Casino management in regards of this complaint to confirm and justify the casino actions.

Dear @Fireeyes87,

Feel free to contact our team and request complaint's reopening in case the refunds does not arrived after four weeks.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.


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