WinPalace Casino Complaints

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

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!

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).

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!?

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!

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

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

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.

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

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!

i put in a deposit to winpalace with unionpay for $100, i did not get an email with the cvv code from unionpay. winpalace tells me that they can't do anything without the cvv code, but i am sure they have some kind of relationship with unionpay since the option to use unionpay as a funding-source is right on their cashier's page. winpalace told me to email unionpay, i have emailed a few times, but i get no response from unionpay. i was depositing to get a 400% bonus / 100% cashback guarantee that diego sent me in a "merry christmas" email, so i deposited. now my $100 is nowhere to be found.

Beginning first week of Nov.2014 I deposited and played at Win Palace. Got my balance up to $500. On 11/09 I requested $500 withdraw. On 11/20 Was Approved for $500. On 11/23 I Deposit an play again. I won$1000. I requested $1000 Withdraw. on 11/24 Iwas Supposed to receive first $500 And Did Not. I Wait patiently. on 12/08 I contact casino payment processor and inform that I haven't received funds. They respond with "somebody made a mistake and sent money to wrong place". on 12/04 Casino approves 500 of the 1000 request. I ask why only half and am told t&c says they may break it into payments. REALLY? OK whatever. Im Instructed to make another request for the remaining 500 and I do on 12/04. meanwhile on 12/12 im Supposed to receive 500 from the 1000 and don't, now im missing two $500 payments. On 12/15 I email casino about not receiving two $500 payments. payment processor called me and said I would definitely have funds in my account by end of business on 12/16. didn't happen. On 12/17 I receive email from casino stating that they denied the second $500 From the $1000 Win. put my account under review for up to 90 days. Absolutely no reason for this other than avoiding payment. how can they approve half of wins and deny other half? Very bad practice in my opinion. Long story short, WIN PALACE owes me $1500 that I won fair and square. in reviewing my deposits it isn't even a win. I Didn't use any bonus on any of this either so they cant say I broke some stupid rule. it was all luck and knowing when to stop. Please Help. I Can provide all email documents to support this claim.

I won in Winpalace Casino in May. They paid me $1000, but my third withdrawal was declined in June and they sent me an email about my account was chosen "randomly" for security checking and it might take up to 90 business days. It is expired on 5 November, I have $2397 still what I would like to get. I went to live chat on 6 November, here is the conversation: Megan: Welcome to WinPalace! This is Megan. Can you please provide me with your User Name and how may I assist you? evasanb: hello evasanb: evasanb is my username evasanb: my account was chosen for security checking in July. 90 business days has expired yesterday. Could you tell me what the result is, and can I make withdrawal now? Megan: Just a moment please. evasanb: ok Megan: You can place a withdrawal request Megan: Finance department will check and get back for you evasanb: cool, thank you very much ****** I made the withdrawal on 6 November. After waiting two weeks I saw today that the withdrawal was declined yesterday. It is very strange, I don't think that review is really an investigation or something similar, because it should have a result after 5 months. Please help me to get my winnings. evasanb is my username.

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 !

I want to know why WinPalace casino denied my second withdraw. I had requested a withdraw of 950 dollars on 8-29-14. 5 business days later I got a email saying that my withdraw was approved, but only for 500 so I was thinking maybe I have to get the rest in installment payments. On that same day I put another request in for the remaining 450 and on 9-18-14 I got a email saying that it was denied and that my account needs to be reviewed and it could take up to 90 business days. I don't understand how my first payment was approved and not the second one. After that I got back on and played with the 450 dollars I had and bout a hour later I was at 750 dollars. I said ok let me request a withdraw and I did on 9-18-14. I waited the 10 business days and on 10-02-14 they sent another email saying it was declined again. I just don't understand I fulfilled all the wagering requirements and everything. That 750 dollars is just sitting in my playable balance and I will not play with them until they let me cash out my winnings. If you could please help me in this matter it would be greatly appreciated.

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 !! ! .......

I submitted a withdrawl request on 9/8/2014 from Winpalace Casino. Today makes the 14 day(10 business day) in which withdrawl request are approved. I noticed that my request has not been approved yet. Shorty after that, i recieved an email from Adrianna in the finance department, telling me that my withdrawl was denied and my account is under review.So i called customer service. They told me that an account manager would called me right back, and he did. The account manager (Deago Garcia) called a few minutes later and told me that he did'nt see any reason why my withdrawl request was denied. Remind you i played with my own money, no bonuses. He(Deago Garcia) stated that someone from the finance department would be contacting me by the end of today! I'm not sure whats going on with Winpalace, all i want is to be paid my winnings.

I won over $14,000 playing with a no max cash out bonus. I cleared all playthrough criteria and submitted by withdraw request for the $3,000 limit they set. I waited the 10 full business days only to find they declined $2,500 of my with draw and offered a $500 payment. When I contact their finance department they used the following excuse taken from their email - "We process the withdrawal requests in installments or variable amounts as it is clearly stipulated in our Terms and Conditions. Then the remaining balance is returned to the player’s account. I can see in the system that you have already made a new withdrawal request on August 21. It takes up to 10 Business Days Monday - Friday to process your request, therefore please wait until September 04." At this rate it would take about 1 year to receive my winnings at $500 per 10 day waiting period.

I played at WinPalace and won ~$2050 there. I wanted to withdrawal and had to wait like 2 weeks to get $500. I asked the support about that and they told me its in their Terms & Conditions they can pay me out in installments. I wasn't happy but ok. They said request the withdrawal again, and maybe I will get the full $1550 what remained on my account. So I did it, and had to wait ONE MONTH (what is not even close to 5-10 working days) to change my pending status to nothing.. I didn't even get an email about what happened, I just logged into my account and have seen there is my money, So I contacted the support again. Now they told me my withdrawal request has been denied and the review of it can take up to 90 days.. WHAT?? They approved my first withdrawal and payed me out only 500$ and now they deny it? When I asked about the reason, the support said "he doesn't have any information or rights to share information about it" I can't say with words how much ridiculous is it... It clearly seems they just dont want to pay me out, but I dont know why... Please help

I deposited $40 and won $1950 on Black Jack table. I requested $1700 withdraw. They asked me to fill out some papers and faxed them copies of my driver license & my credit card that I used to deposit money. I did everything and they even emailed me an email saying that everything was approved and now I should withdraw the money. I summited the request and never got the money. When I called them they said that they can't tell me why but my request was rejected. Where is my money?

The casino was supposedly processing a withdrawal that should take up to 10 days to reach my bank, according to their terms. More than 10 days later they sent me a message saying their Finance Dept had denied it. i am a first time player and only play small stakes so should not be a problem with my account. Only 200 dollars I am claiming. Had no such problems with any of 8 other casinos that i have played at. Here is a copy of the message from Win Palace I received this Monday. Dear George, 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

Its really simple, I was playing roulette and doing ok, winning some. So I withdrew 300 and continued playing. Won more and was about to play when I see that my balance is at 99 dollars instead of 400. I chat with support person and she tells me that my winnings have been cancelled and the withdrawl has been denied, after 10 days of waiting, because I was using some method that isnt allowed. I asked what method, then got transferred to a manager and again asked what method. Again I received no answer and instead was told that the decision came from a higher department and there was no explanation. They screwed me out of my winnings and cant even tell me why!!

I have been playing at Win Palace for a few years now and they even upgraded me to a VIP some time ago. One of the perks of being a VIP is that you get your withdrawals approved within 3-5 business days (vs 7-10 business days). This has mostly been true in the past. They have been approved in 5 business days. 95% of the time I use a bonus code. I have won some and lost some over the years. Well I made a withdrawal of around 2500 about 2 months ago (and they paid me the entire amount in full) then about a month or so later I made another withdrawal of 2800 asking for the wire transfer option. Well, as soon as I asked for that withdrawal, they immediately cut me off from all bonuses. Fine, not a big deal, I can deal with that. However, instead of my withdrawal taking 3-5 business days, they are now taking their sweet time and going back to the 10 business days (what? I am not a VIP anymore because I have won too much, really?). To make matters worse, when the finally approved it , they only approved $500 and put the rest of the money back into my account. Any time I have withdrawn that kind of money in the past, they always, always paid me the full amount in one payment. Now, they decide because they don't want me playing there anymore (apparently because I have won too much money) they are going to be jerks and only pay me $500 at a time. I spoke to customer service and they said it is in the terms and conditions that they can pay me in 5 installments. I get that, but it seems strange that they decide to do it now. At this rate, it is going to take me about 5 months to get all my winnings. This is so unfair and really, really sleazy. I am so disappointed in Win Palace and they don't have to worry because I will never put another penny in their casino again. I know this is in their terms and conditions but I was hoping there was someone out there that can help me out and have them do the right thing. I would be very weary about playing here. It's fine if you don't win a lot of money and you mostly lose but if you try to withdraw too much they become jerks and cut you off. Please help someone! I don't want to wait 5 months to get my money! Thanks so much for listening. kb

I FILE COMPLAINT AGAINST THE CASINO WINPALACE BY THE FOLLOWING CONCEPTS.
To claim a removal of 800 Euros, sent me an email telling me that it is not possible because I have breached the conditions of a bonus. I convey them the bonus was released because it was the plays that they conditioned and being released, could play all games.There is a transcription of the customer that if want to can do it will arrive by email.WINPALACE, performs these practices of form of malpractice and that goes against the customer. Being a common practice in them I'm from Spain and use a translator on-line
JOSAVA2013