Complaint #331 Palace of Chance Casino

My missing payments

By Troy N.

10 months ago

Message on forum

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.

Disputed Casino Palace of Chance Casino

Reason Amount not credited

Discussion

AskGamblers

• Support Team

10 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Palace of Chance Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Palace of Chance Casino

• Representative

10 months ago

Hi Troy—

Let’s begin with the initial $242. This payment was issued to the wallet using the address which YOU provided to us. You entered this crypto address into the system, so our Payments Agents did not touch this. We issue hundreds of Bitcoin payments daily, with players using this system without issue. So, I’ll repeat--we issued the payment to the address you provided. Further, the funds made it through the Blockchain (there was no error notification). The funds are still sitting on that wallet, but have not been collected. More often than not, when this occurs it is because the customer’s wallet has been blocked by the company holding the wallet. This is a customer issue—not a casino issue.

Although it was not our fault that you did not receive the initial payment, we went ahead and paid the $242, once again. This time to the second crypto address that you provided (which you’ve confirmed you’ve received). We are out of pocket the initial $242, which is entirely possible you’ll be able to access with some effort on your end.

So now I’ll move on to the $127 you’re claiming is due to you…which I’ve explained CLEARLY why it is not. Once again, I will refer to our terms and conditions which states that any withdrawal using multiple free chips in a row will be denied. You built the $127 using a free chip, following the use of a free chip, beforehand. There was NO deposit between the two free chips, which disqualifies you from having a successful withdrawal.

You’ve argued that the casino bank ‘allowed’ you to make the $127 withdrawal. Just because you were able to request the withdrawal does not mean the withdrawal will be approved. In this case, it was not.

Further, you made the following statement:

“Meanwhile if it was also a glitch in the program shouldn't I get the reward for finding it and pointing it out.”

What??? Where on earth did you come up with the notion that there was a ‘glitch’? Because you were able to request a withdrawal which was ultimately unsuccessful? And you want to be rewarded??? The answer is a firm ABSOLUTELY NOT.

The final straw is the $60, which you brought into this midstream. This was never part of the complaint until you realized we were not going to pay you the $127. The $60 was the removal of the amount of the coupon bonus that you received, which you used to build the $242 withdrawal amount. Incredibly, while our Payments agent was in the midst of approving the withdrawal, you began playing the $60 before the agent had a chance to remove the funds (which eventually, she did). Plain and simple, you were never entitled to play any of the $60, nor were you entitled to receive those funds.

Cutting to the chase, we do not owe you one dime more—we are the ones out the additional $242. We have not been ‘unfair’ or ‘cruel’ to you in any way, as you’ve asserted.

Suffice it to say, you have been banned across our network of casinos.

I have furnished AskGamblers with the necessary proof that what I’ve stated is accurate. Please know that I will not enter into any further discussion with you regarding this.

Tawni

Mrtroyjaynelson

• California

10 months ago

Oh yes please tell me how the rules change when someone meets play through requirements get approved for his payout then somehow someone overrules the payout and not only once but twice approves it then finally takes it away you know what that's called that's called cheating someone out of their winnings I fairly won my playthroughs and you do not want to pay out the payout it's not fair I did make a deposit of $30 I would make more deposits had you guys made the withdrawals as they were supposed to be done now with this big hassle I'm feeling like I don't even want to play your side anymore I might not even recommend you ever again why not just make the payouts and do right by me that's where the justice is the customer is always right you don't always argue with customer not to mention the $100 that is usually allowed during your free game plays see the other $27 that was part of my $30 that I had paid in that's why it was $127 payout because of the $100 I was allowed to pay and get paid out during the free spins I don't make them rules you guys do somehow you want to twist the rule to make it so that it doesn't pay me that's cruel that's very cruel just pay me and make it good everyone will be happy. After all according to the screenshot of the deposits made to the wallet you already paid me the amounts to the wallets that were anonymous and not mine so if you could pay something to a blank wallet why the heck can't you pay me what you owe me like you already did according to your deposits that you sent me you see you already paid me a fake wallet site and I'll pay me for real please and stop playing games. Check out the deposits you've already made to a ghost wallet.

Palace of Chance Casino

• Representative

10 months ago

Hi Troy--

I'm not in the office until later today, however, once I get in, I will pull your transaction history and explain why what you are saying is factually inaccurate.

Tawni

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

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

Withdrawal taking forever

I am a loyal paying customer and have been playing at Palace of Chance for years. This is my first time winning & I'm not a bonus abuser, I don't mix funds I don't violate terms & conditions & although it states if a player deposits with Bitcoin they will receive winnings faster, simply not true!!

I've submitted (2) withdrawal requests done on 03/02/25 which was approved on 03/17/25 for 1,017$ so where are my Bitcoin winnings at???? And the (2) request submitted on 03/05/25 is still pending.

If like my winnings forthwith, I've jumped through hoops to provide identity card front, and back, live selfie utility bill, birth certificate, and my cash app Bitcoin wallet address, why am I still waiting...waiting.....waiting.....waiting...& every day I log into cash app Bitcoin wallet, which by the way is how I pay when I play at Palace of Chance, and every day it says 0.00000000000

Resolved

$1,817