Palace of Chance Casino - プレイヤーの撤退は遅れています。

ive been waiting for over 2 weeks now and the withdrawal is still pending. I don’t know what to do. The customer support is awful not helpful and only gives scripted responses which don’t answer my questions. After 2 weeks they tell me my payment details are unverified but I verified all requested documents and payment details prior to even playing per their rules. Then when I told the rep

that she said that oh I see it was approved. They are a mess and I still don’t have my money.

Dear Zachary,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

The biggest issue is Palace of Chance doesn’t allow you to access prior communication via their chat feature, it’s seems to disappear at least from my view every-time a chat is closed. Iv’e never received one email from them, which is strange because the email I use to login is the correct one. But I can send you a screenshot of my withdrawal request. I will

keep searching for a log of historical chats.

Thank you for your reply, Zachary. In your initial message, you said that you have been waiting for your withdrawal for 2 weeks, but it seems that the withdrawal was requested on the 16th of February. Before we move forward, could you please clarify this?

Dear Zachary,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.