RESOLVED: Crypto Palace - Verification deposit issue

Hello. I collected a no deposit bonus when I signed up with Crypto Palace about a week ago. I met the playthrough requirement and was able to cash out $100. They required a verification deposit, so I deposited $27 and requested a withdrawal of $127 without playing the $27.

It took a few days but they approved my cash out request for an amount other than what I requested. This is the first time I've ever received less than my withdrawal amount. They only sent me $100 and said the $27 is non-refundable.

This is completely unacceptable and it's completely unheard of. Since I didn't play the $27, it should be refundable. I requested a refund and support denied it.

I still haven't played the $27 and the only reasonable solution to this is a refund of my $27 deposit.

Update: I requested for my account to be closed and provided a BTC address for the balance to be sent to me. Not sure if they actually will send it but they closed my account as requested, so now I just have to wait and see if I receive the refund.

Hello Hadrove,

Thank you for bringing this to our attention.

While this isn’t a common practice among most online casinos, Crypto Palace’s Terms & Conditions do state the following:

For any sign-up free bonuses, a cryptocurrency verification deposit will be required and must be wagered once before you may withdraw via Bitcoin. If an alternate method is used to complete the new player verification deposit, you will receive your win via wire transfer.

Based on this, it appears the casino acted according to their T&C in this case.

If you would like us to reach out to the casino representative for clarification or further explanation, please send us your casino username via private message, and we’ll gladly follow up on your behalf.

Thank you.

Thank you for your response. The playthrough requirement for a verification deposit is uncommon but understandable. If their support had simply told me that the verification deposit required a playthrough, that would have been fine. My issue began when they processed a withdrawal for less than the amount that I requested without informing me of anything.

When a cash out is requested for more than the allowed maximum, it's common practice to entirely cancel the withdrawal request, inform the player of the reason, and tell the player to make a new withdrawal request. So when I contacted their support to ask why my cash out was only partially processed, they said "your verification deposit is non-refundable and will be returned to you under no circumstances". Then every time I would ask for the verification deposit to be returned to me, they would say the same thing "it will be returned under no circumstances". Not once did they mention the playthrough requirement. If they had just told me it needed to be played, that would have been the end of it. Instead, they framed it as it being a non-refundable fee for cashing out the "no deposit" bonus, a fee that could never be returned to me "under no circumstances".

I contacted their support and reopened my account, then I played the $27. So you can consider this issue resolved.

Thank you, Hadrove. We are glad to hear that everything is sorted out. We will now mark this case as RESOLVED.