The player from Germany informed Palace Casino of his gambling addiction on February 12th but continued to receive bonuses and lost €1200 due to the casino's inaction. He requested a refund while referencing prior complaints related to the same issue. We clarified that self-exclusion requests applied only to the specific casino account and did not automatically extend to other casinos within the same group. Since the player did not request self-exclusion specifically for Palace Casino, the casino was not held responsible for continued access or losses. Consequently, the complaint was closed as the casino acted in accordance with its terms and licensing requirements.
Palace Casino - Player's account remains open despite gambling addiction notice.
Closed
Our verdict
Unjustified complaint
Amount: €960
Palace Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Translation
Hello, I informed Palace Casino of my gambling addiction on February 12th. Despite this known addiction, my account was not closed, and I lost €1200, which I would like to have back. The manager, Valeria, contacted me via WhatsApp and, despite my known addiction, gave me bonuses and told me I should be more active to receive them. Valeria, the manager, also uses the same WhatsApp number for all sister sites. You already have all this information in your other complaint against Fiji Casino. The evidence was sent to Attila there. I want my money back. Period.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Hans1616, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Palace Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you requested a self-exclusion specifically from Palace Casino?
- Do you currently still have access to your account?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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3 weeks ago
TranslationHello, the account is verified, and I have no access to it. Yes, I clearly informed Palace Casino of my gambling addiction on February 12th. Specifically, I informed the manager who uses the same WhatsApp number (the +35797...... number) for all sister sites. You already have the complete WhatsApp chat history from my previous complaint against Fiji Casino. The chat confirms that I reported my gambling addiction on February 12th and that my account wasn't closed until March 6th. The chat also clearly shows that my known gambling addiction was exploited, as my account wasn't closed until I filed a complaint with you on March 6th. If you, Casinoguru, are against exploiting gambling addiction, then you can demonstrate that here. Or do you find it acceptable that when a player discloses their gambling addiction, their account remains open for almost a month and was only closed because I filed a complaint with you? Please answer simply and clearly. Furthermore, despite my known gambling addiction, I was told to deposit more to receive another bonus.
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3 weeks ago
TranslationHello, I need to correct myself. I've been playing at Palace Casino since February 26th. However, this doesn't change anything, as the manager of both Fiji Casino and Palace Casino is the same person with the same WhatsApp number. I reported my gambling addiction to this number on February 12th. As you can clearly see in the WhatsApp chat, I received bonuses for both Fiji Casino and Palace Casino using this number. My claim, now corrected, amounts to €960.
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2 weeks ago
Dear Hans1616,
Thank you very much for your response.
I have reviewed the general terms and conditions, and this is what I found:
8.1 Upon requesting a self-exclusion, the Casino will immediately close that account and prevent the player from playing on that particular account. We will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. The Casino cannot be held accountable for potential losses on other accounts.
Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms.
To proceed further, could you please confirm whether you specifically requested a self-exclusion from Palace Casino?
Additionally, do I understand correctly that the account was created on February 26th? If so, have you submitted a self-exclusion request using the same email address that you employed to create your account?
I look forward to your reply.
Best regards,
Attila
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2 weeks ago
TranslationI reported my gambling addiction on February 12th. This was communicated to Valeria, the VIP Manager, via WhatsApp. She uses the same number for Fiji Casino, Palace Casino, and all their sister sites. So, to get to the point: the manager knew about my gambling addiction from February 12th, yet my account wasn't closed until March 6th. Now, let's not beat around the bush and answer my question: if a player informs the casino about their gambling addiction, is it right to keep the account open and encourage the player to deposit more to receive more bonuses? Or do you consider it right to close the account after a player discloses their gambling addiction? Please answer this question clearly: yes, you consider it right, or no, you do not.
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1 week ago
Thank you for your reply, Hans1616. Although I get your point of view, we have a strict policy when it comes to addressing complaints about group self-exclusions. Online casinos act as separate entities - what you request in an online casino affects your account in that casino only. In online casinos operating under Anjouan license, you'll need to request self-exclusion due to gambling problems in each online casino where you have an open account. That is because self-exclusion across brands isn't mandated by the licensors and only a few groups of casinos operating under this license go beyond to offer such protection. If you don't request a self-exclusion in an online casino, you can't expect to be protected.
Nonetheless, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.
Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
