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WinPalace - Having troubles with verification

Complaint Info
Disputed casino WinPalace Casino
Reason Delayed payment
akeela.green United States Message
Posted on January 2, 2015

I tried to make a withdrawal of $1000 it kept rejecting my withdrawal saying I had no faxback on file. I went to live chat to resolve the issue as I still have my emails from my original fax back form dated back in November of last year,
I have filed a complaint last year as win palace would not pay me then either after you guys had got my money from them in a week !! which before I had endured months of being run around in circles!
They locked me out of my account !

I haven't played there for most of this year but decided to go back and play last week I had to reset my password and had issues doing so but finally managed to get to my account .

After speaking to Sabrina Who insisted I had no fax back on file I managed to forward my original email to Cheryl the year before she commenced to argue with me why I had submitted a fax back form a year prior and couldn't understand that I've been a member there for over year!!

She was extremely rude! And Offered me no resolution as to why I could not make a withdrawal I then made a complaint here but mistakingly put the wrong WinPalace in the subtitle so I'm now resubmitting the complaint and hope you can help me retrieve my money :(

She logged me out of chat and ended the session since which I cannot log into my account our view any of my information knowing I have a balance of $1001 :(

So now not only am I not being paid but now I cannot access my account !

Posted on November 13, 2014

Dear @akeela.green,
Any update considering your complaint? Thank you.

Posted on December 29, 2014

This complaint has been reopened upon casino's request, we want to give one more chance for successful resolution.

Posted on December 29, 2014

Dear Akeela,

As far as I see you have created your account in November this year (2014) and we didn't receive any documents from the e-mail address you were registered with us since then. Can you please make sure it was with WinPalace casino as last year you didn't have an account with us.

As far as I see November 1st, 2014 was the first day you created an account with us and made your first deposit, so I'm not sure how to assist you with the information dated 1 year ago as it might be probably in a different casino.

I would appreciate if you could provide me with more detailed information about rude customer support as we aim at providing our players with the best customer service and need to investigate this issue.

At the same time I couldn't find any records that you had $1,000+ on your account and tried to cash them out. Moreover, you were playing for a couple of weeks and afterwards started disputing the charges deposited to your casino account, which is against terms and conditions. Our security department representatives kept trying to reach you, however you didn't pick up the phone to clarify the reason, neither reply to our e-mails.

I'd like to point out that taking money back is a violation of terms and conditions and since we didn't manage to reach you, we had to block your account.


Posted on January 2, 2015

Considering this complaint we ask for additional explanations and proofs from casino and a player. We only get response from the casino, but player didn't respond. We consider this complaint resolved.

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