Complaint #151
Palace of Chance Casino
Withdrawals Declined With No Cause
8 years ago
New to this and for good reason. Have never waited this long for a bitcoin withdrawal before in my life. I have had nothing but trouble with this place. Sent my documents on 11/21/17 and requested a withdrawal at the same time. My withdrawal was denied for lack of documents. I inquired through multiple staff who hadnt a clue about my documents. I was promised an email regarding my document status and never received one. After a few days of trying they were finally able to find my documents that were "misplaced and skipped over" and get them escalated to be processed. So all is well and good and I try to request another withdrawal on 12/4/17. That withdrawal was as you can imagine denied. Mind you this only took 8 calendar days. Not even 8 business days to get to. So I ask a few different people over a couple of hours why this has happened. All they say is try your withdrawal again and wait 10-15 business days for approval. I know that it does not take that long because they were quick to deny my first two attempts and at this point I am beyond frustrated with the level of service presented to me. I finally found a representative who got me squared away, within an hour. I requested a withdrawal while I was in chat with him and before I got off he talked to a supervisor of the Financial department and had the withdrawal approved. Perfect. I am beyond happy that he could redeem my faith in getting my money that his colleagues had lost. That was the day of 12/12/17. Unfortunately that was very short lived. Knowing what I know about the timelines and how they are processed sooner than later I begin to inquire about the status of my withdrawal. I figure maybe just maybe given the events that have happened they will escalate my request and get me out of their hair. I mean after all this is only for $100 dollars. So everyone keeps giving me these copy paste responses about how I have to wait as Im within the timeframes given. I disagree as the error on their part is the reason im already waiting outside of the original time frames that should have been used had my documents been processed correctly. Finally I get the same rep who did my first escalation and am told another will be done. That was 12/18/17. It is now 12/22/17 and the escalation has not been touched. I was at my wits end and finally was given a supervisor who told me " If your request falls outside of the timelines contact us back and we will submit an escalation". Unfortunately I know now that escalations may or may not have any effect on my outcome so I do not trust this. Then the supervisor tells me with only 5 business days left in the year that my documents will expire in January and when they expire I will need to send them again or my withdrawal will be denied further delaying my request. I am here as a last ditch effort to get this settled before I have to do the whole process over again. Please help me.
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