Palace of Chance Casino - Аккаунт игрока заблокирован.

Hello good afternoon I hereby make a complaint about this casino. I received 25 free spins which I used and I won 50 euros with them, I won the jackpot of 5300€ by doing the necessary withdrawal. Today I was going to withdraw but the casino says it doesn't follow the user rules so I can't even enter the casino page. Now I can't log in why??

Olá boa tarde venho por este meio fazer uma reclamação sobre este casino. Recebi 25 spins grátis no qual utilizei e ganhei 50 euros com os mesmos, ganhei o jackpot de 5300€ fazendo o necessário para levantamento. Hoje ia fazer o levantamento mas o casino diz que não cumpre as regras de utilizador então eu não consigo sequer entrar na página do casino. Agora não consigo entrar porque??

Dear Fabiochines,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Do I understand correctly that your winnings were accumulated from Free Spins solely? I have checked the general bonus terms and conditions, and this is what I found (here):

No Deposit Bonuses (Free Chips, Free Spins)

...

Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is 1 time the face value of the bonus, with a minimum of $100. All free chips valued below $50 will come with a cash-out limit of no more than, nor less than, $100.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

The bonus consisted of 25 free spins, you could only withdraw it if you reached 100x the value of the gain with the spins, you concluded this by making 5300 euros, the problem is not being able to enter the casino page because it is blocked because it is a casino that can steal accounts, passwords or payment methods, in the casino cashier I have 4500 € +- that I can withdraw as I have fulfilled the wagering requirements, the site does not open how can I review my money?

O bónus consistia em 25 spins grátis, só poderia fazer levantamento caso atingi-se 100x o valor do ganho com os spins, conclui isso fazendo 5300 euros, o problema está em não conseguir entrar na página do casino pois este está bloqueado por este ser um casino que pode roubar contas, palavras passe ou métodos de pagamento, na caixa do casino tenho 4500 € +- que posso levantar pois cumpri os requisitos de aposta, o site não abre como posso rever meu dinheiro?

I'm afraid, Fabiochines, that if your winnings have been accumulated from Free Spins entirely (without placing a real money deposit) you won't be entitled to withdraw more than $100. Could you please advise if you redeemed any free bonuses from this casino in the past? Ideally, please forward a screenshot of your bonus history to petronela.k@casino.guru at your earliest convenience. Thank you in advance.

Dear Fabiochines,

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 are unable to carry out any further investigation or provide potential solutions due to the lack of response from the player. As a result, we have closed the case, but the player is free to reopen the complaint at any time.

PS: I adjusted the disputed amount from €2,509 to €100.