Lied to, blocked and threathened by CasinoCashPalace

[fb_1026338840772718]

hi all,

 

i'm quite new to the gambling industry, if i posted this in the wrong section, I apologize. the same goes for my English, which is not my first language.

 

A few months ago i registered with a casino called Casinocashpalace (via latest casino bonusses). I got a nice bonus offer, as well as on my next payments. The moment i tried to withdrawal, everything started to go bad slowly. After a lengthy KYC procedure and many promises that it would be paid, i waited a total of 7 weeks. I was on chat a couple of times and in contact via email. Always very polite, just asking when they would pay, the answer was always that the withdrawal would be paid at any moment (533 dollar).

 

At last i decided to post it on casinolistings, they reviewed/investigated the site and immediatly blacklisted it. Then it all when bad quickly. My account was blocked without any contact, and i got this email from [email protected]<script data-cfhash='f9e31' type="text/javascript">/* */</script>".:

 

Hi (firstname):

 

 

I write you by this method because I work in the shadows, you have been threatening a Casino, they are fixing some issues in order to pay you.

 

I want to be very clear with you ***** berk, you have two choices, one it´s to wait peaceful to get paid without doing your stupid things or the second and the most stupid (as you are) is threatening them and write everywhere your bullshit, if you choose this way, we are in WAR, we have your address, and everything about you ***** piece of *****.

 

The choice it´s yours, thing twice, after the next stupid action from your side, no way back from our side.  We are not afraid to anything ***** red neck & *****.

 

I´ll be watching you very close!

 

Some nice people at Casinomeister helped me greatly with this and suggested to post it on Askgamblers as well, in order to warn other people not to make the same mistakes i made.

 

That's the reason I made this thread, hopefully it will be helpfull for somebody.

 

ps. since i couldnt find this casino in the askgamblers registry, i couldnt file a complaint there, thats why i posted it here.

[Fiekie247]

I think i am going to swear if i give my opinion. Who is this person that emailed you? Is it a email address from the casino itself or was this just a normal individual?

[cocopop3011]

hi all,

 

i'm quite new to the gambling industry, if i posted this in the wrong section, I apologize. the same goes for my English, which is not my first language.

 

A few months ago i registered with a casino called Casinocashpalace (via latest casino bonusses). I got a nice bonus offer, as well as on my next payments. The moment i tried to withdrawal, everything started to go bad slowly. After a lengthy KYC procedure and many promises that it would be paid, i waited a total of 7 weeks. I was on chat a couple of times and in contact via email. Always very polite, just asking when they would pay, the answer was always that the withdrawal would be paid at any moment (533 dollar).

 

At last i decided to post it on casinolistings, they reviewed/investigated the site and immediatly blacklisted it. Then it all when bad quickly. My account was blocked without any contact, and i got this email from [email protected]".:

 

Hi (firstname):

 

 

I write you by this method because I work in the shadows, you have been threatening a Casino, they are fixing some issues in order to pay you.

 

I want to be very clear with you ***** berk, you have two choices, one it´s to wait peaceful to get paid without doing your stupid things or the second and the most stupid (as you are) is threatening them and write everywhere your bullshit, if you choose this way, we are in WAR, we have your address, and everything about you ***** piece of *****.

 

The choice it´s yours, thing twice, after the next stupid action from your side, no way back from our side.  We are not afraid to anything ***** red neck & *****.

 

I´ll be watching you very close!

 

Some nice people at Casinomeister helped me greatly with this and suggested to post it on Askgamblers as well, in order to warn other people not to make the same mistakes i made.

 

That's the reason I made this thread, hopefully it will be helpfull for somebody.

 

ps. since i couldnt find this casino in the askgamblers registry, i couldnt file a complaint there, thats why i posted it here.

 

Hello Riaan.v and welcome to the forum. Firstly your location is fine since I'm assuming your classing this as your 'worst' experience.

 

Secondly my immediate response after reading your post was Wait! What?    You actually received this email from someone at the casino? Then I actually looked at the casino and couldn't believe my eyes when I seen it was a Microgaming casino too!

 

So tell us where exactly are you with the withdrawal right now?

[fb_1026338840772718]

hi guys, thanks for the replies, i cant post the email adress in this thread, but it was a send via protonmail by megafast. As i looked up this emailadress if found a (spanish) site where 10% of the casino was for sale, and people that where interested could email to that exact same emailaccount.

 

As for the withdrawal, my account is blocked without any warning, eventhough the only thing i did was tell the truth of the way these people operated.

 

Please bear in mind, that i waited 7 weeks before I decided that it was to much. Here are some exact quotes from chat and email during this period:

 

"Casino Cash Palace: at the moment I cannot give more details, but your money it´s going to be paid for sure"

"Casino Cash Palace: I highly recommend you that stay relax and your money will appear in your account at any moment""

I´m working on your payment, I´ll let you know when it´s ready.

We truly apologize for this big delay, be totally sure that your payment it´s going to be done in a few days.

the exact payment day it´ll be on August 19th (at most).

etc etc

 

this is after countless email contacts, and i remained patient and nice to them troughout the whole process, until I received this email from customerservices:

 

We hope you are very well, at this time we have some technical issues that we need to fix asap in order to reestablish the normal operation of our Casino, we are working on that in order to have all the legal entity as in the past.

 

 

I´ll kindly recommend you that be patience in order to receive your payment, we cannot transfer any funds to any account at the moment, but as we promised, you´ll be paid in one or two months. We truly apologize for this big delay.

 

If you choose to act in the way you mentioned, it´s up tu you and we ´ll take our actions.

 

Please, understand that we need to fix some things before send your money, and as we promised, we´ll pay you, no doubt about it.

 

Thank you very much

 

Casino Cash Palace

VIP Guest Service

 

 

So I emailed them and told them that i would write an honest review of their operations if they would not pay me, which was a couple of days ago.

 

@cocopop3011: this is most def my worst experience, I always enjoy playing online, especially MG, the worst thing about this specific withdrawal is that i had a monsterhit in the freegames with Game of Thrones, 450dollar on a 30c spin, so i was superexited about this win, until i tried to withdrawal

 

Any advice, help or ideas are more than welcome!

[Johnnygotthebone]

oooooops. Wrong casino used in original response.

 

Sorry.

 

Good luck.

[Fiekie247]

Lmao

 

Trolling at its best

 

There is nothing wrong with this casino, I have withdrawn there and get paid after the pending 48 hours, that's why I don't play there anymore, there's absolutely nothing wrong with this casino

You dont play there because there is nothing wrong with the casino? Then why stay away in the first place?

 

@ Riaan.v - I think you should approach Johnny for assistance on how to handle this matter, trust me he will get matters resolved quickly when he attacks customer service.

 

This is what i love about Johnny - Asking question after question in a new line - Doesnt give support a chance to speak at all ROFLOL :

 

 

info: Thank you for choosing to chat with us. An agent will be with you shortly.

info: All agents are currently assisting others. Your estimated wait time is 0 minutes and 7 seconds. Thank you for your patience.

info: You are now chatting with Tania.

Tania:

Hi, how may I help you?

 

Hello: Hello. Exactly why did my balance go to bonus balance???? I played that stupid Superman game and Lost in seconds.

Hello: I didn't win anything.

Hello: But real balance was converted to

Hello: bonus!

Hello: Basically U took real cash out of account after Superman.

Hello: Well??

Hello: If I don't get answer in a Minute I will close account without hesitation

Tania:

That's how the procedures are.

 

Hello: So u take mynreal

Hello: money????

Hello: r u kidding me???

Hello: How can u take a players real money and force them to play one of the most useless games on earth and then tell them they Lost and bonus balance is still active.

Hello: I started with 50 bonus and Lost it all.

Hello: U took my real balance and put it in bonus!

Hello: Answer me

Hello: Why r u not answering me?

Tania: Thanks for your patience.

 

Tania:

I'm checking Terms and Conditions of this game

 

Hello: What terms????? I played the 50 u gave me bonus. I Lost it without any pay out over a dollar. Then u took 67 Dollars and put it in locked????

Hello: Basically forcing me to not play my style cause all money was unavailable.

Tania: As per Terms and conditionsDeposit Bonus must be wagered 40 times before any attributable winnings can be withdrawn now.

Hello: I understand that. That's not the point!

Hello: point is I Lost the 50 bonus and u froze my real funds!

Hello: I had balance of 200 almost when I wen t to Superman. The game went on and I had 50 to play with

Hello: atter I Lost in record time

Hello: my balance was 70 Dollars????

Hello: and u froze 67 on top of that

Tania:

Can I have your username?

 

Hello: R u kidding me with that question????

Hello: u don't even know who u r talking too????

Hello: xxx

Hello: Is this going to take another 10 minutes???

Hello: For u to identify me?

Tania:

I'm checking now your account.

 

Hello: I have wasted 30 minutes of my Sunday and u have not fixed this problem yet nor do u have any idea what went wrong

 

Tania:

I will forward you query to respective department. Do wait please, a feedback from us regarding this matter.

 

Hello: Don't bother ! Ty for wasting my time.

info: The chat transcript will be sent

[fb_1026338840772718]

Hi Johnny,

 

you can pm me and i can give you all the info you need, nothing to hide here, i'm not sure I understand your comment, but I guess at some point in the past they have paid a customer, which is not something i expected.

[Johnnygotthebone]

You dont play there because there is nothing wrong with the casino? Then why stay away in the first place?

 

@ Riaan.v - I think you should approach Johnny for assistance on how to handle this matter, trust me he will get matters resolved quickly when he attacks customer service.

 

This is what i love about Johnny - Asking question after question in a new line - Doesnt give support a chance to speak at all ROFLOL :

 

 

info: Thank you for choosing to chat with us. An agent will be with you shortly.

info: All agents are currently assisting others. Your estimated wait time is 0 minutes and 7 seconds. Thank you for your patience.

info: You are now chatting with Tania.

Tania:

Hi, how may I help you?

 

Hello: Hello. Exactly why did my balance go to bonus balance???? I played that stupid Superman game and Lost in seconds.

Hello: I didn't win anything.

Hello: But real balance was converted to

Hello: bonus!

Hello: Basically U took real cash out of account after Superman.

Hello: Well??

Hello: If I don't get answer in a Minute I will close account without hesitation

Tania:

That's how the procedures are.

 

Hello: So u take mynreal

Hello: money????

Hello: r u kidding me???

Hello: How can u take a players real money and force them to play one of the most useless games on earth and then tell them they Lost and bonus balance is still active.

Hello: I started with 50 bonus and Lost it all.

Hello: U took my real balance and put it in bonus!

Hello: Answer me

Hello: Why r u not answering me?

Tania: Thanks for your patience.

 

Tania:

I'm checking Terms and Conditions of this game

 

Hello: What terms????? I played the 50 u gave me bonus. I Lost it without any pay out over a dollar. Then u took 67 Dollars and put it in locked????

Hello: Basically forcing me to not play my style cause all money was unavailable.

Tania: As per Terms and conditionsDeposit Bonus must be wagered 40 times before any attributable winnings can be withdrawn now.

Hello: I understand that. That's not the point!

Hello: point is I Lost the 50 bonus and u froze my real funds!

Hello: I had balance of 200 almost when I wen t to Superman. The game went on and I had 50 to play with

Hello: atter I Lost in record time

Hello: my balance was 70 Dollars????

Hello: and u froze 67 on top of that

Tania:

Can I have your username?

 

Hello: R u kidding me with that question????

Hello: u don't even know who u r talking too????

Hello: xxx

Hello: Is this going to take another 10 minutes???

Hello: For u to identify me?

Tania:

I'm checking now your account.

 

Hello: I have wasted 30 minutes of my Sunday and u have not fixed this problem yet nor do u have any idea what went wrong

 

Tania:

I will forward you query to respective department. Do wait please, a feedback from us regarding this matter.

 

Hello: Don't bother ! Ty for wasting my time.

info: The chat transcript will be sent

 

No no no. I made a mistake. I mixed it up with another casino. Sorry. I made an error.

[fb_1026338840772718]

@johnny, fyi: after my post on casinolistings they did their own investigation and came up with this review:

 

https://www.casinolistings.com/casinos/casino-cash-palace-review

[fb_1026338840772718]

alright, thanks for the reply!

[Johnnygotthebone]

My original comment was based on me thinking u were talking about another casino.

 

Sorry

[Fiekie247]

Still Johnny can give some techniques on how to question customer service. I think Johnny should be a lawyer -  Dani Crane ! Or Allen Shore

[Johnnygotthebone]

I did my research.

 

Your money is lost. They don't have a licence.

don't bother with them

 

Waste of time.

 

But on a more positive note sir..... U learned! Just like I did.

 

Do not ever open an account before u read reviews on this site.

 

If no reviews available, don't play.

 

affiliates , many, are just as bad as casinos

 

If I google ONNLINE CASINOS in Canada I get a page of affiliates and 75% of the casinos being suggested with 300% blah blah bonuses are just like the one u found.

 

Ask me if u want. I know them all!!! Use this forum to open account.

 

I know the good the bad and the ugly and I also have BANNED THEORIES about many that I will not mention on this forum.

 

Stick to three casinos max. Max max max!!!!

 

I make a ***** load of money every month after suffering for 2 years!!

 

Best of luck to U

 

Ps.... I won yesterday so I am not playing until Friday.

 

Gaming is not just a game, the game itself is a game!

[fb_1026338840772718]

@johnny, thanks for your reply, expensive lesson, but lesson learned for sure .

[Johnnygotthebone]

If you only knew the lessons that I learned

[Fiekie247]

@johnny, thanks for your reply, expensive lesson, but lesson learned for sure .

Do what Valdes does, if you not sure about a casino - Check who are the owners and their licensing information. ;-)

 

Or Alternatively, ask in the forum.

[fb_1026338840772718]

thanks gents, will do for sure!

[cocopop3011]

Riaan, It is such an expensive lesson learned but the great thing is there are so many good casinos that out there that do pay, so as long as this experience hasn't put you off I'm sure you'll get to win again sometime.

[raverbabe]

Oh my god this is outrageous! The only time I've seen e-mails like that were from the "Costa Rica" casinos... I've never heard of it happening at an MG based casino.

 

if the casino is on the other side of the planet from you I wouldn't worry about them turning up at your door, but it is still a scary thought. I would report this to the police personally, just in case.

[ValDes]

Sad story to say the least... And scary too! And what's even more concerning is the fact that this is happening in 2016, not in the 1870' Wild West...  

 

Maybe it is just about time to bring some heat back to those 'sweet and kind' gentlemen who sent you that crappy email and file a report in front of the European Cybercrime Center which is part of Europol. More info here - https://www.europol.europa.eu/ec3

 

Good luck and keep us updated.

[hajnrih]

Their actions don't surprise me as there are tons of other casinos who do the same thing but in a more professional manner. What does surprise me is how can a casino like that and many others continue to operate and nobody actually does anything. This industry needs some  working regulatory body that will take actions in a swift and productive manner to protect players. So far eCOGRA, the license regulators and everything else that an honest casino should have are nothing more than names. Serious changes are needed or players will continue to get robbed and harassed on a daily basis.

[Harry_BKK]

Hi guys & girls, new to AG

 

Just registered to complete Riaan's story. I was one of the people who helped him with the research into this casino when he posted his case on CasinoMeister.

 

Initially it was very hard to find any information on the owners of CasinoCashPalace (CCP), Katan Kapital Entertainment N.V. as they don't display any proper info on the site, Google yielded not much either. The IP of the casino is pointing to a server in Curacao with no information on the owner other than a business park company which is providing web hosting.

 

By this time we knew that the Curacao license of CCP and its apparent sister site AztecFortune had been revoked, sorry, newbie, can't post links or upload pics. Just a few hours later they killed the live link on their site and display now only the usual Curacao logo. But they forgot to do it on all affiliate linked promo pages, quite amateurish to be honest, just like the complete site.

 

Then the threatening email surfaced which was written by somebody with a Protonmail address, insiders will know what that means. If not google Protonmail, basically not traceable email provider. Using the email address i found then the ad in a Cancun, Mx. newspaper from May 2016, trying to sell 10% of an online casino for 1Mio Pesos. This pointed to that the casino owner and the author of that email could be/are the same person.

 

Riaan then digged out a spanish presentation by a Manuel Morales of Katan Kaptial Entertainment N.V. which was talking about a website: Azteca Sports. I took that info and traced it to the same registrar company (GoDaddy) as CCP had used and found that the registrant is this Manuel Morales from Cancun, Mx., the same city where the newspaper ad was published. The website is also splattered with adverts for CCP.

 

Now it became clear that this casino is run by this Manuel Morales from Cancun, with no license, no dispute resolution, no RNG audit etc. This would also explain the sluggish translation of the site and that parts are in Spanish no matter which language you chose. Not much activity on the site though as they display their big winners and the last one is from 4th August.

 

What surprised me in all this is the fact that they are offering MG games. I asked Riaan to log back into his account to see on what server the games are run but by that time they had blocked his access. MG is usually very diligent when it comes to casino operators, hence my thought was that CCP might run some pirated version of the MG games. Can't find out as you have to register to load a game and I wasn't prepared to give CCP any info, even fake one.

 

I do not have any direct contact to MG but it would maybe a good idea to inform them about CCP. If they are using genuine MG games and MG decides to pull them then we would have made another step to stop this rogue operator.

[Harry_BKK]

Would like to add a few things which show how amateurish CCP is run.

 

The whole website, including the account and banking section is running without SSL encryption!! They greatly display a GlobeSSL logo with link but when you click on it, it shows that the site is not encrypted.

 

In fact the whole site is totally vulnerable, I was able to view and potentially change the complete source code of the site.

 

I can only assume that CCP did not pay their license fees to the Curacao Gaming Commission and neither to GlobeSSL and hence these entities revoked the licenses/stopped providing their services.

[cocopop3011]

Oh my god no licence, no SSL encryption! It's every gamblers worst nightmare. So much for jumping in Harry. I'm so shocked that this is a Microgaming casino it just goes to show that these days you have to be so careful.

 

I'm a player myself that is rather careless, when I see providers like NerEnt, MG I'll automatically assume the casino is safe - How wrong was I! This is actually a lesson to us all thank you so much for sharing the experience.

[Harry_BKK]

Happy to help fellow players    It is the only way to stop rogue operators!

 

I did some more research and i am 99.99% convinced that the MG games are a pirated version. Wish I could post some pics to show you what led me to that result but I am not allowed to upload them.

 

Further, I have it now 100% confirmed that on no part of the site do they have SSL encryption in use and the source code is bluntly in the open!!!

 

Riaan is reporting it to MicroGaming as we speak, looking forward to their response and reaction.

 

By the way, saw one funny detail which i have never seen before on any MG casino: their upper deposit limit is $500,000 for each method.

 

STAY AWAY!!!  ... my recommendation