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Palace of Chance Casino - Withdrawal approved more than 10 days ago still no money paid out

RESOLVED
Complaint Info
Disputed casino Palace of Chance Casino
Reason Delayed payment
Amount $ 100
samuel33443 South Africa Message
Posted on April 21, 2020

won with the no deposit bonus after sign up TBFCL cashed out 100 dollars as that was the max cash out amount sumitted all required documents account is verified i did also email payment method and account details withdrawal got approved on 27th march i emailed them to support about update of my withdrawal and to payments but still waiting for a reply

samuel33443 South Africa Message
Posted on April 25, 2020

still waiting on palace of chance casino to reply

Posted on April 29, 2020

Hi Samuel--

I've looked into your account and I see that this withdrawal was already paid: 4/3 Paid $100 + no fees for transaction #76804042. Further, this was confirmed as completed by our processor on 4/14--I would certainly expect the funds have reached your account by now.

Can you please confirm?

Much appreciated,

Tawni

AskGamblers
Posted on April 29, 2020

Dear @samuel33443,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

samuel33443 South Africa Message
Posted on April 29, 2020

hello thank you for replying Tawni i did not get payment from palace of chance only from ruby slots and silver oak casino and they did confirm it by email palace of chance casino has not paid me yet and did not confirmed me by email and i have been trying to get in contact with them but they dont reply i have attached proof of silver oak and ruby slots casino making payment i have nothing of palace of chance casino cause they have not been keeping in contact about my payout

Posted on May 3, 2020

Hi Samuel--

Hmmmm...

I have a hunch there may be a bit of confusion here. I'll need to check your other accounts, however, I will not be able to do this until late Monday.

Please hang tight--I'll definitely get to the bottom of this.

Tawni

samuel33443 South Africa
Posted on May 3, 2020

OK Thanks Tawni il be waiting for your reply

AskGamblers
Posted on May 6, 2020

Dear Palace of Chance Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

AskGamblers
Posted on May 11, 2020

Dear all,

This complaint has been reopened as per Palace of Chance Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on May 15, 2020

Hi Samuel--

I've gone back and checked on all three accounts in question and each account has been paid:

Silver Oak: 4/9 Paid R1795 + no Service Fee for transaction #105935106
Ruby Slots: 4/6 Paid R1925 + no Service Fee for transaction #87511229
Palace of Chance: 4/3 Paid $100 + no fees for transaction #76804042

I hope this clears everything up...

Tawni

samuel33443 South Africa
Posted on May 15, 2020

hello tawni thanks for replying as i told in the email when sending my bank method and details my bank cannot receive and convert u.s dollars thats why i gave my currency as Zar i contacted my bank and they told me that the money was returned to the sender as they could not get in contact with me in the last 30 days cause i did change my cellphone number and did not update it with my bank yet can you please make the payment again and convert 100 dollars into Zar like silver oak and ruby slots did i updated my contact details with my bank can you please make the payment again thank you Tawni

AskGamblers
Posted on May 18, 2020

Dear Palace of Chance Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Posted on May 22, 2020

Hi Samuel--

I'm not in just yet--please give me a few hours and I'll be right back to you.

Tawni

samuel33443 South Africa
Posted on May 23, 2020

Okay thanks tawni

AskGamblers
Posted on May 26, 2020

Dear Palace of Chance Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

AskGamblers
Posted on June 1, 2020

Dear all,

This complaint has been reopened as per Palace of Chance Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on June 5, 2020

Hi Samuel--

I sincerely apologize, as I had replied to this, but did not realize the reply did not post (there's a small glitch at AG which occurs from time to time).

Unfortunately, the error made was on your end--you had stated that your bank would accept US funds and this is not the case. As you likely already are aware, your wire was rejected by your bank for this very reason.

Because this error was on your end, we would not be able to re-issue payment. Please understand that this was a free chip you used to achieve the withdrawal. On our side, we have not received the funds from the rejected wire...we waived the service fees to send this (due to the delays you had), meaning we've already paid money to our processor. Once the rejected wire reaches our bank account, we will be hit with additional processing fees. Were we to re-issue payment, we would be issuing another $100, along with paying more processing fees. We simply cannot do this with winnings stemming from a free chip when the player gave erroneous information, causing the rejection to occur.

I hope you understand...

All the best,

Tawni

AskGamblers
Posted on June 5, 2020

Dear @samuel33443,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

samuel33443 South Africa Message
Posted on June 5, 2020

Hi Tawni and askgamblers

As you can see what i wrote on the 15th May here at askgamblers I told you when i did get an email asking if my bank can receive US dollars I reply to it and said that my bank cannot and you did not ask me as palace of chance casino I only got an email from silver oak and ruby slots casino and they paid me in my currency which is Zar and about you stating i gave erroneous information i only gave the information you were asking and i even listed my currency Zar how could you miss that its not my fault that you did the payment wrong
I am very unhappy i spent a lot of time to beat the wagering of the bonus and with verifying my account and having to contact you every day for an update which i never did get from you until here are you telling me i wasted all that time for nothing
Who's going to give me all that time back
Here's even prove of the information about my bank details that i emailed you as you can see my Currency is Listed Big as Zar
I want the money i am rightfully owed You made the error its only right that you fix it and make the payment right

samuel33443 South Africa
Posted on June 5, 2020

If you still saying that i stated my bank can receive US dollars Please provide me and askgamblers with that prove i would like to see that
This is not my first time withdrawing money from US based online casinos i triple checked all details i emailed you
Its clear you made the error cause if you had read the information correctly i would already have gotten the money before ruby slots and silver oak casino Just be fair and make the payment its not my fault you did not read my bank information you just did your own thing ignoring Zar i wrote in the email Im tired of this its been more than 3 months already

Posted on June 9, 2020

Hi Samuel--

Thank you for providing that document--this made all the difference. I'm not certain why, but your account was not properly updated, which caused the problem.

I've asked our Payments Manager to re-issue the payment without delays. I expect this will be sent to our processor, later today. As soon as I have the transaction details, I'll be back with another update.

Tawni

samuel33443 South Africa
Posted on June 9, 2020

This is Great news .Thank you very much Tawni. I will reply again once i receive the funds.

samuel33443 South Africa Message
Posted on June 10, 2020

Hello Tawni i can Confirm that i did receive the funds today
Thank you very much Askgamblers and Tawni

samuel33443 South Africa
Posted on June 10, 2020

The Case is Resolved

AskGamblers
Posted on June 10, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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