Palace of Chance Casino - Die Auszahlung des Spielers wird einbehalten.

I deposited $10 and won, bringing my total to $205. I tried to withdraw the money and they sent me an email confirming the successful withdrawal. However, I haven't received the money yet. When I asked them about this, they said that withdrawals are not allowed in my area and they held all of my money.

Tôi đã gửi 10 đô la và thắng, nâng tổng số tiền của tôi lên 205 đô la. Tôi đã thử rút tiền và họ đã gửi cho tôi một email xác nhận việc rút tiền thành công. Tuy nhiên, đến nay tôi vẫn chưa nhận được tiền. Khi tôi hỏi họ về vấn đề này, họ nói rằng việc rút tiền không được phép ở khu vực của tôi và họ đã giữ lại toàn bộ tiền của tôi.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Palace of Chance Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you filled out the personal information in your player's profile in the casino before depositing and requesting a bonus?
• Could you please share with me a screenshot of the bonus you accepted and played? My email is tomas@casino.guru

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

Best regards,

Tomas

Thanks for your patience.

I apologize for any misunderstanding.

Could you please clarify whether you filled out your player's profile with accurate personal information, including your country of residence, before accepting the bonus from the casino?

This information is key for us to better understand the situation.

Looking forward to your reply, and thanks for your understanding.

Thanks for your reply.

Were you prompted to fill out your player's profile, including your country of residence, before playing?

Please let me know.

Dear tuan3689,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

What do I need to do now to receive my winnings?

bây giờ tôi phải làm gì để được nhận số tiền thắng cược

Thanks for your reply.

I apologize for any misunderstanding.

• I would like to confirm with you that before you started playing, you filled out your player's profile, indicating your country of residence.
• Was your player's profile filled out before you activated the bonus?

This information is crucial for us to assess the situation in your case.

Thanks in advance for your reply.

Dear tuan3689,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of tuan3689. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Player's message: (translated)

I have completed the KYC verification. These websites are scams.

Thanks for your message.

Have you completed KYC before you activated the welcome chip, or after you won?

Was your country filled out in your player's profile before your bonus was activated?

Please let me know.

I filled out all the information beforehand to claim the reward. I could only receive the reward after completing KYC verification. I won $100 and tried to withdraw it. Then they asked me to deposit $10 for verification. After depositing $10, I won $235 and tried to withdraw the money

They informed me that my withdrawal request was valid, but instead of paying, they withheld my winnings.

Họ thông báo với tôi rằng yêu cầu rút tiền là hợp lệ, nhưng thay vì trả tiền, họ lại giữ lại số tiền thắng cược của tôi.

Dear tuan3689,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear tuan3689,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Palace of Chance Casino representative to join this conversation.

Dear Palace of Chance Casino,

According to the information provided, the player’s withdrawal was denied because their region was excluded from cashing out winnings from the Welcome Free Chip. However, the account appears to have been permitted to receive and play with the promotion before this restriction was applied.

Could you please provide:

• The player’s registration and profile records showing the country entered, when it was entered, and whether it was later changed.
• The relevant IP, geolocation, and VPN/proxy-detection records from registration, bonus activation, gameplay, deposit, and withdrawal.
• The exact version of the Welcome Free Chip terms applicable when the bonus was activated, including its country restrictions and evidence that these terms were presented to the player.
• The KYC timeline and status, including when verification was requested, submitted, and completed or rejected.
• A complete account, bonus, and transaction ledger explaining the $200 withdrawal, the $205.31 manager withdrawal, the $10.31 promotional credit, and the subsequent balance activity.
• An explanation of why the system allowed the player to activate and use a promotion that was unavailable for withdrawal in their registered region.

Feel free to provide evidence here, or send it to miroslava.d@casino.guru.

Thank you in advance for your cooperation.

Greetings all,

I am on holiday until the 24th of August, apologies for any delay. Your patience is much appreciated. I did have a chance to review the account and I see that the withdrawal was indeed denied on the win with a $100 max cashout free chip. I do see an issue with players from Vietnam being excluded for free chips, and there is more than one account for the player as well which could definitely be an issue.

Just bear with me please and I'll see if I can assist.

Best wishes,

Nick and Palace of Chance

They are a scam casino. I played fairly and honestly; I registered with accurate information and carefully verified that my region was not excluded from bonus eligibility. I deposited funds into my account using legitimate Litecoin (LTC) without facing any geographical restrictions. I never expected a scam casino like this to exist on GURU. I urge GURU to take immediate and serious action against this fraudulent casino so that players can enjoy their gaming with peace of mind.

Stop lying. I use only one account, and it is fully KYC-verified. Don't use false excuses to cover up your fraudulent actions against customers. I consider the $200 lost, but I must expose the true colors of scammers like you. If you claim I have more than one account, then provide the proof.

In short, this casino is operating fraudulently and targeting players based on their nationality. A reputable casino would have paid me already, while scam casinos always find excuses to avoid paying out winnings. I've wasted too much time dealing with this. In summary: can you guarantee I'll receive my winnings? If so, please resolve this today. If not, I request that you label this casino as a scam to warn others to stay away.

Tóm lại, sòng bạc này đang hoạt động gian lận và nhắm mục tiêu vào người chơi dựa trên quốc tịch của họ. Một sòng bạc uy tín lẽ ra đã trả tiền cho tôi rồi, trong khi các sòng bạc lừa đảo luôn tìm cớ để tránh trả tiền thắng cược. Tôi đã lãng phí quá nhiều thời gian để giải quyết vấn đề này. Tóm lại: các bạn có đảm bảo tôi nhận được tiền thắng cược hay không? Nếu có, hãy giải quyết ngay hôm nay. Nếu không, tôi yêu cầu các bạn gắn nhãn sòng bạc này là sòng bạc lừa đảo để cảnh báo những người khác tránh xa.

Dear Palace of Chance Casino,

Please send me supporting evidence to your claims to miroslava.d@casino.guru.

Thank you.

Greetings all,

I apologize for having limited time while on holiday with my family, I just reported what I saw superficially in the player account (on brief review). I was going to see if there was some way to assist. Instead I have provided the proofs to the casino.guru team, as requested. Per the terms of the casino (right at the top) it tells you what you are eligible for from your country, area, or province, based on IP address... You click it and there it is. I did find an additional previous account as well. The Bitcoin deposit in question was an account confirmation deposit which was credited back to the player as cash and played by them as cash, back into the casino system. There is now a "zero" balance in the account.

So I sent stuff over, as requested. I'll wait for Mirka and the guru team to review it.

Best wishes,

Nick and Palace of Chance

I have only one account. Initially, I won $100, but when I tried to withdraw, I was required to deposit $10 for verification. I then continued playing and won up to $200. I submitted a withdrawal request and received a notification that it was successful, yet in the end, all the funds were confiscated. The rule is that you withdraw using the same method you used to deposit. Basically, these people are scammers; if they weren't going to allow withdrawals, they shouldn't have asked for a deposit in the first place. They took the entire $200, and even though they returned the $10 to my account, I still couldn't withdraw it.

I have only one account. Initially, I won $100, but when I tried to withdraw, I was required to deposit $10 for verification. I then continued playing and won up to $200. I submitted a withdrawal request and received a notification that it was successful, yet in the end, all the funds were confiscated. The rule is that you withdraw using the same method you used to deposit. Basically, these people are scammers; if they weren't going to allow withdrawals, they shouldn't have asked for a deposit in the first place. They took the entire $200, and even though they returned the $10 to my account, I still couldn't withdraw it.

When will you resolve this for me?

This is the situation regarding countries receiving preferential treatment.

Dear tuan3689,

Can you please specify, if you used VPN while accessing the casino?

Sometimes I do. I use it when the internet is blocked.

có lúc có. Khi nào mạng bị chặn thì tôi dùng

A VPN does not affect the amount of winnings or prevent them from being confiscated.

vpn không ảnh hưởng gì số tiền thắng cược và bị tịch thu

I’ve already been scammed by a casino; what if I deposit money for verification and get scammed again? Didn't you see the customer service response stating that my location isn't eligible to withdraw funds from the promotion?

When will my issue be resolved?

Dear tuan3689,

I am communicating with the casino outside of this thread. I will notify you, if there are any updates.

Dear tuan3689,

After reviewing evidence provided by the casino, I regret to inform you, we are unable to help you in this case. We've received evidence, that you created multiple accounts in this casino with some changed details. This behavior is against our Fair Gambling Codex, as well as against Terms and Conditions of Online Casinos generally. Please keep track of your casino accounts, to avoid issues in the future.

Furthermore, despite the fact that players from Vietnam can claim some bonuses, they are not allowed to cash them out according to Terms and Conditions. Please make sure to check Terms and Conditions of bonuses you intent to use.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka