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auonskionni
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Joined: 15 Mar 2012
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15 March 2012 - 4:30pm

palace group casinos wont pay

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Hi I joined Cabaret Club casino about 3 weeks ago. However before joining I had got an email from the palace group asking me to provide them with an explanation between linked players in regards to my mummys gold account. I replied to them and they accepted my explaination and re-opened my mummys gold account. I therefore assumed from this that I now had the all clear to play at any of the palace group casinos. So I then joined as I said Cabaret Club made one deposit and won $6800, hence cashed in to withdraw $5000. However so sad too bad for me. I get an email from once again palace group asking me the same thing- to provide an explaination of the relationship between myself and other players of linked accounts. Once again I replied. After also having to provide them an incredible amount of ID at their request. In return I get an email back saying they have confiscated my money and locked my account due to too many accounts being opened with other players having linked accounts. Why is it that 6 weeks earlier it was all ok to reopen my palace group casino accounts and accept many more deposits from me unyet the very first time I tried to make a withdrawal they decide I am not playing within the guidelines. Is there any sort of official/legal or even gambling ombudsman I can contact to follow this up for me. Any advice as to where to go from here would be very much appreciated as I refuse to let this go. Thanks Yours faithfully devostated.

ushope777
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17 March 2012 - 6:50pm
#1

I know CL-Ed will have better advice for you, even if it is not good news. However, I am curious about the linked accounts? What, exactly, happened there? Did you sign up for more than one account? If not, why would other players' accounts be linked to yours? I understand the rest, and it is definitely not fair of them to take your money then deny you when it is time to cash out, but we hear this story far too often.

Be sure to read all the review here, and ask lots of questions before depositing your money in the future. There are many that ARE legit and will pay you when you win. I am so sorry to hear this story, once again. It is so exciting when one wins, but what good is that if we cannot access the funds?

auCL-Ed
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19 March 2012 - 5:53am
#2

This sounds like the casino believes that you have opened multiple accounts at one of their casinos. If you did that and it stipulates in their terms that you are not permitted to, then you may not have a leg to stand on. In fact I just checked their terms and it says this:

Quote:

6.3 Account

You may only open and operate a single account. If You hold more than one account we reserve the right to suspend these accounts until all the account details and balances (belonging to You) are consolidated. Once completed, all other accounts will be terminated leaving a single active account.

So interestingly according to their own terms if you were running multiple accounts then they should consolidate them into one and pay you. If however you have signed up multiple times in order to claim the same deposit bonus over and over then they will be well within their rights to ban you.

If you do believe that you have done nothing wrong then you have the recourse of the Kahnawake Gaming Commission, under which Palace Group operates. You can submit a complaint here:
http://www.gamingcommission.ca/feedback.asp

Take note that the complaint form warns you not to post publicly any details regarding your case so if you believe you are in the right and weren't trying to abuse the system, then the best thing would be to submit a complaint and don't go into any more detail here or elsewhere until it is resolved one way or another. Also note that if you were multi-accounting for the purpose of claiming bonuses, then the casino will know and it will share the details with the KGC.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
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