Coin Palace Casino

Hi. Let me introduce myself as a casino rep for Coin Palace casino
We have:
- Hundreds of games from the best gaming providers: NetEnt, Quickfire, Endorphina, Amatic, SOFTSWISS and others.
- We accept fiat currencies along with Bitcoin (We accept EUR, USD, GPB, CAD, NOK, SEK, RUB, BTC)
- Live chat support available 24/7
- Nice 100% up to €100 first deposit bonus with 200 spins
- Up to 500 EUR / 5 BTC +200 free spin total welcome package.

Dear LCB members if you have any questions or inquiries feel free to post them here!

Welcome to our forum. Hope we'll have a great time together. 

Thank you. I hope so

Welcome to the best forum ever! Thanks for being here to assist our wonderful LCB members.

Hi. Thank you. Glad to be here!

If your from the USA  DO NOT PLAY HERE!!!

I depsoited at coinpalce.ip to try out the casino and get the depsoit bonus. I was told from support that my deposit would be automatically be credit once  support shows ONE confirmation of bitcoin transaction. After an hour  I did not get the deposit bonus and received this chat from support:

Here is the next chat trnscript from support:

Coinpalace - Live Chat: Hello, thank you for playing at our casino! How could I help you? Hallo! Danke, dass Sie in unserem Casino spielen! Was können wir für Sie tun? Здравствуйте, чем мы можем Вам помочь?
00:49tom: Never got the 100 percent or the 200 free spins never was automatically credited not right
00:49Coinpalace - Live Chat: Please, wait a moment I'll check it.
00:54Coinpalace - Live Chat: Sorry, we only provide Bonuses to verified players.
00:54tom: what?
00:55Coinpalace - Live Chat: You need you upload your documents and verify you account to get the Bonus, sorry.
00:55tom: where does it state that
00:56Coinpalace - Live Chat: Those are are our rules, sorry.
00:56tom: where are you rules that state that?
00:58Coinpalace - Live Chat: We will transfer your request to the manager. We will inform you via email, as soon as we have news. Thanks!
01:00tom: ok well you lied to me telling me that bonus is pending and will automatically be creditted now you change the story again

So This is how chat treats players by lying to a customer.

I was promised by Lily at customer support from lcb that a rep from the casino would conact me in two days and resolve the problem. Well guess what NO response after a week.  WOW. Here is the chat transcript from the casino when addressed this issue:

Operator: Support Service

20:58 Your Question:
20:58 Please wait and one of our operators will be with you shortly.
20:58 You are now chatting with Coinpalace - Live Chat
20:58 Coinpalace - Live Chat: Hello, thank you for playing at our casino! How could I help you? Hallo! Danke, dass Sie in unserem Casino spielen! Was können wir für Sie tun? Здравствуйте, чем мы можем Вам помочь?
20:59 Tom: yes I was told my complaint would be esolved and still no reponse
20:59 Tom: Your casino rep was contacted by latestcasinobonus.com
21:00 Tom: hello?
21:00 Coinpalace - Live Chat: Wait a bit please
21:01 Tom: wait on here?
21:01 Coinpalace - Live Chat: yes
21:02 Tom: ok will wait on chat
21:03 Coinpalace - Live Chat: There is no news yet regarding your issue
21:04 Tom: latestcasinobonus.com told me that rep said it woulde be resolved so it is not resolved
21:05 Coinpalace - Live Chat: Just wait please until your issue being resolved
21:05 Tom: ok what is maximum time frame
21:06 Coinpalace - Live Chat: Sorry, but we cannot state exact time frame unfortunately

As a player this is how a player is treated????  AWFULLLLLLL.

A casino that treats players like "nobody's" as well as treating LCB as "nobody's"  is disgusting!!!!!!!

Take my advice from a depsoitng player  to avoid this casino!!!!

Hi Space1000,

We let the rep know and hope he'll respond to you soon on this thread. 

Hi, thanks for your comment!

We have detected that you were playing bitcoin games from US, but according to our T&C (https://coinpalace.io/en/terms-and-conditions), "If you are a player from the US or any of its states, United Kingdom, or Spain, you won't be allowed to play real money wagering games including bitcoins." Also, our Bonus terms (https://coinpalace.io/en/bonus) state: " Bonuses are not available for players from USA, United Kingdom, Spain."

We can't prohibit your bitcoin play according to your IP (sometimes players use US vpns for many reasons, while being located in another place). So to verify if it's legit for you to play and receive the bonus, we have kindly asked you to upload the documents, but unfortunately you haven't done that. That's why sadly you didn't receive the bonus.

Our support staff could have done way better to solve this problem. We are very sorry for inconvenience.

I have one question. You don't accept players from the US but you take their deposits,right? How can that be?

Completly unaccetpable. I want my depsoit fully refunded.   Your casino recginzed my ip address as being form the usa. Your casino should NOT have allowed me to even register  in addition to depositing.   Unethical in this situation

Not knowing this   what if I won???? Seeing how  Reputation is crucial to a casino.  I have a feelling your caino would have not paid me if I won due to beong in the USA!!!!!

I request a full refund based on your response as well as  mistakes by YOUR casino for allowing me to register in the FIRST place.

Other non USA player accepted casinos have protocols in place that recognize IP address  and immedialtely BLOCK USA players from playing  that is the fault of your casino.

Hi Space1000,

We've notified the casino rep and waiting for him to answer. 

Hi. All SOFTSWISS based casinos use information from user. Fiat money payment can't be done without info from profile. But BTC payments do not require that information. Players using US ip don't get bonuses, but in case they will verify themselves and in case they will be non-US residents they will be able to play and get bonuses

We have now issued a personal bonus for an amount of your initial deposit, so that you can withdraw it back. If there were any wins on your account, they would be forfeited and your deposit would be returned back to you.

Issue satisfied. Refund in full. Withdrawl successful.

Hello,

I played on coin palace casino on the 12th of November..I won 25.000 euro I was playing..I continued my playing and won some more..after playing a while I want to withdraw a little from my profits.. I uploaded my documents it was verified like instantly..So I thought this is a fast casino.. I tried to enter the chat to see if everything was fine with my documentation I got no responds..

After 1 day I try to get in the chat it was out of service I tried to sent emails to the VIP manager who welcomed me I sent like 4-5 emails to the support all unresponsive..2 days ago I came into the chat and ask a question about my withdraw:

21:30 Player player: what is wrong wit my withdraw?
21:30 Coinpalace - Live Chat: Sorry, I can't really tell but we'll try to proceed it as soon as possible.
21:31 Coinpalace - Live Chat: Please, accept our apologies for keeping you waiting.

As the chat continued..

21:32 Players : My mails ain't being responded to
21:33 Players: the chat is unreachable
21:33 Coinpalace - Live Chat: Sorry, our managers need to check your withdrawal more thoroughly, we'll proceed it as soon as they'll be done with that.

After 2 weeks you want to give me a phone verification read the chat.

Vitali 11:11:03 am

If you will not verify your phone we will refund your deposit and close account.

Player 11:11:28 am

You can verifiy my phone number right now call me on my home phone

Vitali 11:11:33 am

no
we need verify phone number entered while registration
that's it!

After the chat I got an instant email.

"Dear Player!

We would like to inform you that your winning was confiscated. The reason is in breaching the following points of the casino rules.

-participating in any type of collusion with other players
-providing incorrect registration data
-development of strategies aimed at gaining of unfair winnings
-fraudulent actions against other online casinos or payment providers
- creating two or more accounts
- other types of cheating

Your last deposit was returned to your account. Moreover we want to bring to your attention that the bonuses are not available for you at the moment.
Best regards,
Coinpalace Support Team! "

I am a multiplied verified user at the this casino I jumped to all the hoops they provided for been promised my withdraw multiply times I hope LCB.com can provide mediation to still get my cash out where I am 100% entitled to!

Till today they still didn't provide me with any evidence or other verified 3th party website I hope they will respond here as they keep sending me to management who is not responding..

Hi GambleXXL,

Sorry to hear that. Could you please PM me your casino username and we're going to contact the rep to look into it?

I PM'd you thanks for your help. :)

It has been forwarded to the casino rep. He'll provide the answer shortly. 

Any news?

We've messaged them again. Have they sent you any emails since we've contacted them?

They informed us they are looking into your case, we've advised them to speed up the process so we hope they'll resolve this issue shortly.  

No nothing yet

Not yet.

We've notified them again. Keep you updated. 

Sorry for keeping you waiting for our reply for that long.
We performed an investigation because there were some suspicious actions at your account.

We have tried to call the phone number you have provided in your account, as a necessary part of verification according to our T&C, but the phone number is invalid and as a result we couldn't verify your account.
According to our T&C, in this case your account will stay blocked and the winnings will be confiscated. Please refer to "Anti-Fraud policy" section of our T&C located here https:­//c­oin­pal­ace.io­/en­/te­rms­-an­d-c­ond­itions for more information.

I was busy on another site, where they provided the website 4 times with evidence which has not been approved. 

On the other website(AG) the complaint is running for almost 5 months they never provided any real evidence, the case is unresolved on there website, because there claims have been unjustified. 

I try to resolve the case by verifiyen myself by skype and phone.

I sent in numerous documents to verifiy my account all is approved..they just look for a way not to pay. 

Also they changed the terms and conditions after my confiscation..they are saying it like it was there before I played, it wasn't!!

I hope LCB can mediate to verify my account. 

Sorry to hear that GambleXXL. We haven't heard from you since then so we thought the case was resolved. We are going to notify the casino again and ask for further explanation. Keep you posted. 

I can post my the link of my complaint from the otherwebiste I don't know if its allowed.

I been following this case on AG for a few months as well. From what I can tell by research this company has a habit of using poor excuses to deny large winners. Do this company have a legit license? If so you might can seek help from their as well. 

Please PM me the link. The casino has been notified. We are waiting for their answer. Keep you posted. 

I sent you an PM

GambleXXL I have been rooting for you every since I read your complaint on AG. I really hope you get your money buddy. I really really do! 

Heard nothing from the casino again...there still certified on AG. It's a waste they can't provide evidence to pay me 25.000 euro but the website still promoting them I hop LCB can do a little bit more for me and mediate.

We are doing our best. They didn't reply our emails until now. They stated that you were taking advantage of the casino's bonuses and you were doing certain fraudulent activities ( we are waiting for them to tell us what specific activities they are referring to). The second thing is that they could not verify your phone number that was provided upon the registration.  According to their T&C: 

In case the phone number is invalid or missing herewith possible fraud take place, casino reserves the right to terminate the account and confiscate the win. If the player do not get through the procedure within two weeks the account will be permanently closed and the win confiscated. Such actions may help to reduce fraudulent actions and avoid negative practice in the future.

I did everything to verifiy my account. 

- Passport

- picture holding my passort

- picture of me holding a sign " hi coinpalace"

- neteller pic

- utiliy bill

After giving all this I stil waited for 4 weeks for any responds after that they tell me they try to call me. I gave them my home number I try to communicate with skype. It was impossible only the number I provided. I still have the this number..only its deactivated for now.

But everything was impossible, they only could call me on the number I provided I changed my number with there support team to my home number and now they are refusing to call and 2 weeks ago the retrospectively changed the terms. I still have screenshots of this. They applied this after me and many other players have won big amounts. 

AG is taking any of it. I am stilling willing to verify my account in any way. I played with and with out bonuses to.

 Do you mean they changed the terms related to a phone number?  Could you please PM me the screenshots so that we can see the terms were changed? 

We are still waiting for them to clarify the rules you broke as well as certain fraudulent activities they've been accusing you of. 

Thanks.

This rule wasn't in place yet when I was playing with them they added it after my win and a couple of other wins. 

I did nothing fraudulent I maintained the rules. Please asked them for proof of my fraudulent activity they can't give it!!

I use another simcard for casinos because they spam allot...the simcard has expired to my knowledge I asked them to call me on my home number on my personal mobile phone and even asked if they want to call me with skype to veriify it was me.

This is a case from NOVEMBER 2016 they asked for phone number in February 2017..It looked like they came up with a policy not paying customer who had over 10K+ cash outs.

thats a dirty move is they retroactively enforced the new rules. However can you prove it? Do you happen to have the screenshots of the old terms at the time of your registration/deposit/play , before it was changed?

Hi GambleXXL,

Sorry to hear it's not been sorted yet. You know we were trying to get in touch with the casino asking for more info regarding your case. However, the last time they told us that their decision is final and they didn't want to discuss it further or provide us with the evidence. They also stated that: According to our T&Cs, a wrong phone number in the profile and inability to proceed with phone verification for this user is already enough to block the account and withhold the win, and that's what we've actually done.

They are not willing to cooperate with us as well. Have you tried to address their regulatory body?