My husband and I both game at Crystal Palace's online casino. We spent close to $600. I won $700 and requested a withdrawal of my winnings. It took 60 seconds for them to charge my credit card but it took 11 days for them to tell me they were denying my withdrawal.
They accused me of having multiple accounts because my husband and I played on the same computer. I had to email out identification for both of us to prove that we were actually two separate people. We used two separate credit cards. It was ridiculous. Then, when I phoned them to make sure they received my emails I was told they could not open the attachments. I had to fax out all required documents which cost me $107.96 as the fax number is in Australia.
I have sent over 20 emails, made over 25 phone calls, and no one will approve my withdrawal or refund my money. They simply ignore me and my numerous requests.
It has been 5 weeks now and still no justice. I am stuck with a huge phone bill I accrued while trying to comply with their demands.
It is ridiculous that a company can take your money as a wager, and when u win, deny paying for a decision that is not valid nor verifiable.
I had to go out of my way and my pocket to prove that I was not playing under multiple accounts (which is against their terms and conditions)only to be ignored and denied what is rightfully mine.
So players beware, it isn't really an online casino but more like a donation into someone's pocket. I am reporting them to any and everyone that will listen.