Palace of Chance Casino - La richiesta di ritiro del giocatore è stata respinta.

I had used a chip last year. Then made a deposit for free spins. I completed the play through amount and was left with $100 that was able for withdrawal. I started the withdrawal process only to see it had been denied. I started a chat with a representative to find out what was going on. He stated that I used several free chips in a row so they denied my withdrawal and that I would have to make a deposit before I would be able to withdrawal any future winnings. I took a screenshot of my transactions and you can clearly see that I used a free chip, then made a $17.50 deposit for free spins. And that is it since January of 2025. I uploaded the screenshot to the chat and he said he still could not do anything about it. I am attaching screenshots of the conversation as well as my transaction history.

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Dear Aprilrookie,

Thank you for submitting your complaint. I’m sorry to hear about the issue with your withdrawal.

To better understand the situation, could you please clarify the following:

• Has your casino account successfully completed the KYC verification process?
• Could you please provide the terms and conditions of the specific free chip/bonus you used?
• Were the winnings accumulated through slots or other casino games?
• If possible, could you please provide your betting/game history or any other evidence showing the free chip/bonus you used and that the wagering requirements were completed?

Thank you very much in advance for your cooperation. I look forward to your reply.

Dear Aprilrookie,

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,
Karla
Casino.Guru