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WinPalace play Casino - Refused to pay and closed my account

RESOLVED
Complaint Info
Disputed casino WinPalace Casino
Reason Declined payment
Amount € 21
Posted on November 23, 2014

he casino in question is WINPALACEPLAY ... offered 50 euro free ... I played , I won regularly and they credited me 250 euro bonus withdrawable , ... to take the win I was asked to make a deposit before with SKRILL then, because skrill was not right for taking, even with NETELLER , both of 21 euro ..... I did regularly checking documents , I requested the withdrawal of 270 € on neteller and 9 days later told me that my account is under review for reasons of security and the withdrawal deleted ... absurd !!! .... ask for explanations in chat saying that I would be turned over to the competent authority and in response I closed the account literally in the face !! ! .......

Posted on October 22, 2014

the casino is WINPALACE PLAY a new casino with topgame and betsoft platform....he's a sister casino of winpalace

AskGamblers
Posted on October 26, 2014

Dear @vikt66,
Any update considering your complaint? Thank you.

Posted on October 27, 2014

Hi Vikt66,


please send me your username so I can check into this.

Best regards,

vikt66 Italy
Posted on October 27, 2014

hi....my username at WinPalacePlay is VIKT66...thank you,bye

vikt66 Italy
Posted on October 29, 2014

the casino in question is WINPALACEPLAY ... offered 50 euro free ... I played , I won regularly and they credited me 250 euro bonus withdrawable , ... to take the win I was asked to make a deposit before with SKRILL then, because skrill was not right for taking, even with NETELLER , both of 21 euro ..... I did regularly checking documents , I requested the withdrawal of 270 € on neteller and 9 days later told me that my account is under review for reasons of security and the withdrawal deleted ... absurd !!! .... ask for explanations in chat saying that I would be turned over to the competent authority and in response they closed the account literally in the face !! ! .......

vikt66 Italy
Posted on October 29, 2014

hi,Winpalace...what happen?....i have sent two mail to Winpalaceplay support and finance team.....but they didn't answer me....

Posted on November 1, 2014

hello winpalace...where are you??....it's so difficult this case???...please answer me

Posted on November 5, 2014

Hi,


it will be checked ASAP. I apologize for the delay.

Clara

Posted on November 5, 2014

ok...i'm waiting for your response...thank you

Posted on November 5, 2014

No problem. Checking with our support department and will update you ASAP.

Clara

vikt66 Italy
Posted on November 6, 2014

hi Askgamblers...i'm waiting for the response of Winpalace...

vikt66 Italy
Posted on November 9, 2014

Hi Winpalace...my account at Winpalaceplay is still blocked...support and finance team don't answer me...what can i do?

vikt66 Italy
Posted on November 12, 2014

Clara from Winpalace says: No problem. Checking with our support department and will update you ASAP.

when???...i still waiting....

Posted on November 16, 2014

.....thank you very much, Winpalace....thieves and scammers....I wish you the ruin and bankruptcy

vikt66 Italy
Posted on November 16, 2014

...you deserve this.....

Posted on November 19, 2014

Hi Vittorio—

We’ve checked into your complaint and here is what we found:

We do accept both Skrill and NetTeller for deposits. Your original deposit of 21 euro was made with Skrill. At the moment we do not have an option to withdraw via Skrill, but you can withdrawal with Neteller.

As explained in our Terms and Conditions, you may make a withdrawal once you qualify, with certain limits.

Generally speaking, players who have low deposits and immediate requests for entire “all-out” account withdrawals can present a fraud problem that the casino must consider. For security reasons and fraud prevention, players who request a withdrawal of their entire balance at once in order to avoid fraud and theft, and in order to run an orderly and legal casino,
we do have rules, identification processes, withdrawal request processes, and installment amount decisions.

However, your balance is still available for future play and/or withdrawal at that point.

If the withdrawal request is denied because of an “all-out” Terms and Conditions violation, and you then immediately request a full refund following that denial, your account will be closed. This is a reasonable security measure on the casino’s part, and is part of the Terms and Conditions to which all players agree before play begins.

We are sorry that you are distressed about your refund request and account closure, and we do apologize for the delay in a full explanation. We would like to point out that your original deposits were completely refunded to you.

We cannot allow players flagged for possible fraud to re-open accounts with us. Please accept our best wishes for future luck.

Sincerely,
Casino Management

vikt66 Italy
Posted on November 19, 2014

ok...but my account is still blocked...

Posted on November 20, 2014

excuse me..i don't understand very well because english is not my language...

I would like to understand better:

my account will be closed forever?

you will refund my first deposit?

however, I apologize if I have committed irregularities in calling for the withdrawal, I did it in absolute good faith....there was no intention to fraud

thank you

AskGamblers
Posted on November 23, 2014

We consider this complaint resolved. Casino close player's account due the T&C violation, and return player's deposit.

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