In mid December my balance was $6198,95. But visiting the web site some time later I was surprised to find out that my balance amounted to $0!!! In History I found the following entry dated December 16: 'ACCOUNT UNDER AUDIT - CONTACT CS TO REACTIVATE'. I contacted Customer Service and at first in the chat I was said: 'You need to send proper documentation in order to reactivate your account', together with fantastic explanation: 'verification of identity program we established with Moneybookers, Neteller and the rest of processors'. After sending all necessary documentation, I was involved in never ending communication by e-mail with their manager Glen, who was inventing unreal problems, keeping me waiting for the response for several weeks, and then just disappeared and ceased to answer my e-mails. Given the doubtful reputation of this online casino and constant problems, I faced, with money withdrawal, it looks to me like an attempt of managers of GamblersPalace to steal my balance before merger with Bookmaker.
After merger I tried to clear the situation with Bookmaker customer support. I e-mailed them several times, but I didn't hear back from them, and after my insistent demands in chat with CS, my letters were transferred to glen@bookmaker.com. (Is it the same Glen??? I guess Bookmaker decided to keep the staff of GP and they are in charge of former GP accounts). Finally, I got an e-mail from him containing just one sentence that he is working on my situation without giving any explanations what he is doing exactly and when I will get my money. I think that four months is enough to solve the problem with my account!
I would appreciate if you give me any suggestions how I can get my money.
