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Players Palace Casino - Account locked and winnings confiscated

Complaint Info
Disputed casino Players Palace Casino
Reason Casino terms violation
Posted on May 16, 2014


I'm opening a dispute and this is the situation.

Before i open an account in Players Palace casino i contacted the live chat support and they told me that i only have an account in Casino Classic and that i was free to open an account in Players Palace as well which i did.Then i won 100 credits during the free play promotion and after a deposit of 20 euros i start playing with 120 euros and after wagering requirements were met,i was able to withdraw 602 euros which i did.Everything was ok until now but when i try to login in my account i receive a message telling me was locked.But even more strange was the email i received from casino rewards offering me a bonus of 25% to reverse my withdrawal but i didnt accepted and after that i sent an email to their risk management regarding to my locked account and they told me that i have multiple accounts and that my winnings were confiscated.This is not fair and i read a lot of complaints regarding to casino rewards and their scams and nobody do anything to stop this behavior and they still have the Ecogra seal.Please help me because i dont know what to do.Thank you.Regards.

Posted on February 13, 2013

The following email was sent to the player from our risk management department.

The player made a complaint to the KGC who were in agreeance with our findings and the player's deposit has since been refunded.



Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details.

The Casinos terms and conditions do not permit more than one real account per household, personal computer or e-mail address. This is necessary in order to reduce the casino's exposure to online losses.

As such, the winnings have been voided and confiscated.

If you wish your deposit to be refunded, we need to verify your account with the following documents :

- copy of your ID

- utility bill under your name and address

- a screenshot of your Neteller account showing the depositing history page and the deposit made at Casino Rewards

Kind regards,


Risk Management

Casino Rewards


Posted on February 13, 2013

Hi there.

Please keep in mind that im not 5 years old.

Well,before i open an account at Players Palace,the chat assistant told me that i was free to open one because i only have account in Casino Classic,which i did.The only thing very strange here is that my account was created using your software and everything was ok.And please dont forget that this type of software always recognize an account and if i already have one registered there,it would never allowed me to create a new one.And even more strange is that you only locked my account after you sent me emails to reverse my withdrawal request.And you dont have sure about my case because in your email you say:Hello Lino,Our systems have detected that multiple Casino accounts have been created using your PC, email address or personal details. You say using your PC or email address or personal details.You are not sure.But as i told you before,the chat operator told me that my details were not in your system and that i was free to open an account in Players Palace.

So many complaints about your scams and frauds and you still have the Ecogra seal.Shame on you.

Posted on February 13, 2013

I've sent some further info to the ask gamblers admin. I will expect this case to be closed.


Posted on February 14, 2013

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

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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