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Casino Complaints

WinPalace play Casino - Refused to pay and closed my account

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By vikt66
11 years ago
Message on forum
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 !! ! .......
Disputed Casino WinPalace Casino
Reason Declined payment
Amount €21

Discussion

User name
We consider this complaint resolved. Casino close player's account due the T&C violation, and return player's deposit.
User name loyalty-level-2
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
User name loyalty-level-2
ok...but my account is still blocked...
User name
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

WinPalace Casino Complaint Stats

Resolved 36 / 86
Avg. Amount $861
Avg. Complaint Duration 78 days
Avg. Response Time 3 days

WinPalace Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.
So far, 28 out of 72 complaints in this category have been resolved.
This operator's average complaint duration is 78 days, while the average duration across all operators is 8 days.

Screenshot

WinPalace Casino Complaints

See all complaints for this casino
405 Euros Payment declined
Last year (november/2014) I made a withdraw requested that was denied with the "90 business days review" excuse. So, i wait untill the end of this process and made a new withdrawal request in the amount of 405 Euros on 28/04. Two weeks later I received an email from James Corden, from the financial department, saying that "we could not approve your last withdrawal request since your activity in our casino recently has dramatically decreased." I really need your help to get my money. Here are the emails sent to me by them: [email protected] 27-11-2014 Para: ****@hotmail.com [email protected] Dear Miguel, I would like to inform you that as per our decision as Finance Department your last withdrawal request was denied and the requested funds were reimbursed to your playable balance as we are reviewing your account. This process might take up to 90 business days. As soon as we have any updates regarding your account we will inform you via email. We are sorry for the inconvenience. Sincerely, James Corton Finance Department De: [email protected] Enviada: terça-feira, 12 de Maio de 2015 10:42:21 Para: ****@hotmail.com Dear Miguel, Please kindly note that we could not approve your last withdrawal request since your activity in our casino recently has drastically decreased. In order to withdraw further winnings you should play more in our casino. We apologize for the inconvenience. In case you have further questions or concerns please feel free to contact us or visit our website to check our Terms and Conditions by clicking here. Best regards, James Corton Finance Department
Status solved Resolved
€405
Giving me the runaround with my payment
On April 30, 2015 my withdrawl for $800 was approved. I am now feeling like I am getting the run around from "Adrianna V." at winpalace casino about my withdrawal. At first, they claimed the bank had the wrong account number and that's what the hold up was. Then, when I disputed that, because they had a copy of a void cheque to verify that they had the correct number all along, their story changed and they claim that the bank had already sent the wire transfer. Well, of course they hadn't. I would notice a deposit of that amount. They stated that they needed a copy of my bank statements from April 30 until present. I cooperated and sent the required documents. I even reiterated the fact that I have made multiple deposits and have played since my withdrawl request. So, that wouldn't be an issue, as I am seeing with others who have issues with this particular casino. I really hope you can help me! Please and thank you. I have been a loyal customer of theirs for a few years. This is my first withdrawl. Ever!
Status solved Resolved
$800
Declined payment due to "drastic decrease in activity"
Hi, I've previously deposited $1000 into winpalace and after playing and winning some money, I decided to make a withdrawal. And after a LONG AND INTENSIVE wait, $500 was approved. So I made another withdrawal request of $500. By then, my balance was back to the $500 left as I've lost all my winnings. But this time, my 2 withdrawal requests (in the span of 2 weeks) were declined due to the above stated reason. I then used live chat to find out more and "Terry" told me I have to deposit more to make a withdrawal. This sound to me like a whole lot of bullshit but I decided to enquire on the amount I have to deposit in order for me to withdraw my $500. At this point, he couldn't even give me an answer. I don't really think this is a very "attractive" incentive for us to continue playing in the casino. So please help me out here. I would like to take out my $500 from the casino without putting anymore money (which I cannot withdraw later).
Status solved Resolved
$500
Not paying, giving me the runaround!
Win Palace has made every attempt to slow down my withdrawals to make sure I don't get the money I won. I made a total of two deposits each $25, so $50 total and was given a bonus. For each deposit I played through the wager requirements and ended up with a total of $590. I have made four withdrawal requests do to them not paying me my full winnings. The first two they paid me $100 and sent the remaining money back to my account. The third time they paid me $118 and now on the fourth time they paid me nothing, they send all the funds back to my account. So out of $590 they have paid me $318 and have declined my request for the remaining $272 and sent it back to my account. I have tried to talk to customer service multiple times and every time they end the chat session on me rather than answer my questions. They tell me that if I want my winnings I need to withdraw more money. WHAT!? Yeah right, like I'm going to give you more money after you wouldn't pay me what I won the first TWO times around. I have attached my most recent chat session. DO NOT PLAY AT THIS CASINO. Win Palace, where is my money!?
Status solved Resolved
$272
Deposit not refunded after almost 3 months
In short I wagered the sign up bonus made a deposit, they didn't pay me my winnings I asked my deposit to be refunded and it is almost 3 months now waiting and dragging and still no sign of my deposit. Don't play in this casino!
Status solved Resolved
Owed $10,000 from WinPalace Casino
I have withdrawn $27K from Winpalace over the last 18 months and though I am very happy with this result, they still owe me another $10K. They have recently stopped paying the $500 they were sending every two weeks. I was told that I could not withdraw any more due to account inactivity and that I should make a deposit so that I can continue to withdraw. This is ridiculous. I am not going to send money to an account where I have over $10K! Please help me if you can. Thanks
Status solved Resolved
$10,000
Denied Payment from WinPalace Casino
I won over 30000 playing blackjack back in November, they have been paying me extremely slowly about $500 every ten days, I have continuted to play on the site while waiting patiently for my payment and have dwindled it down to 13000, they denied my most recent request and said i have to deposit money to get paid, this makes no sense why would i put in $1000 to get out $1000? This is completely absurd, i just want the money i won fairly playing their games under their rules.
I got this response from the finanace department when I asked why I haven't been payed which is complete B.S,. I have been logging in and playing frequently

Hello,

Please kindly note that we could not approve your last withdrawal request since your activity in our casino recently has drastically decreased.

In order to withdraw further winnings you should play more in our casino.

We apologize for the inconvenience.

In case you have further questions or concerns please feel free to contact us or visit our website to check our Terms and Conditions by clicking here.


Best regards,

Adrianna Van De Kamp
Finance Department
Status solved Resolved
$13,000
Refusing to pay the remaining withdrawal funds
I won approximately $4000.00 on the WinPalace site, using my own money. I didn't use one of their bonuses. I was playing Keno and won the $4000.00. Adrianna asked me to send all of the verification documents which I did. I was told my documents were approved and that I would be receiving my payments through Clickbank. I understood that I would received by winnings in installments. I received $500.00 and was then told that my next request was denied and that it would take up to 90 days to review my account. I have heard nothing back from them and haven't received any more of my winnings.
Status unsolved Unresolved
$3,500
Added a bonus although I refused, then kept winnings and reset amount
I deposit 100 and had a coupon for 139% bonus it didnt add the bonus i then did live chat the person said it was for a different part of the casino and that since i was palying roulette they had a 150% offer I then said that sounds good then she added that i had to playthrough 60x and after it was expalined i said no i dont want the bonus started playing had the original 100 i started with about 10 games in it adds the bonus by then i was already up 25 dollars I stopped right away and did the live chat again and explained that i told then i didnt want the bonus cause of the playthrough and the live chat person said they could reset my balance but couldn't keep my winnings so they kept 25 dollars of my money. the live chat said they seen the messages but couldn't help me cause of there rules of once you accept a bonus you can't not take it and i told them i didnt want it
Status solved Resolved
Not paying and setting my account for 90 biz day review for no given reason!
I deposited $200 and received a deposit bonus, which i played off and won on, allowing me to submit to withdraw $1300 on 12/19/14, on 1/1/15 i called, and they said it would be approved very soon. Next I get the following email: Dear NAME REMOVED, I would like to inform you that as per our decision as Finance Department your last withdrawal request was denied and the requested funds were reimbursed to your playable balance as we are reviewing your account. This process might take up to 90 business days. As soon as we have any updates regarding your account we will inform you via email. We are sorry for the inconvenience. Sincerely, Adrianna Van De Kamp Finance Department NO Explanation, no money, obviously just a site scamming people for money. DO NOT PLAY THERE, they do not pay!
Status solved Resolved
$1,300
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