Palm.Casino - Non-payment of winnings to a UK player.

Hi,

Hope you are well.

I have read and now been informed my payments of €3100 will not be issued, because they don’t accept players from the UK!

How can this be, when they have received deposits from my UK TSB account.

Secondly, verified my account, and customer service congratulated me on my verification?!

I have played with my own money, not bonus.

Numerous articles online, stating it is fine for UK players.

If they aren’t allowed UK players, then why does it allow me to join from the UK with UK number and bank.

I am desperate for my winnings, I won them fair and square on live games, not once did they tell me when I’ve deposited over £1200 that UK players are not allowed.

They have done this to other players, they need to give me my deposit money back at the very latest.

I have got the screenshots from customer service, and their website.

Please help me thanks

Hello unzy98,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Palm.Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward any relevant proof or communication between you and the casino to [email protected]? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Morning Nick,

yes absolutely, they ask me to verify after I had won the initial €100.

I had done this, and have attached this. Furthermore, I had colleagues congratulating me on the verification. They have stated that in their terms, they do not allow players in the UK. However, why then when you go sign up does it allow you to put the UK.

It also states in their terms 4.1 that a check would be carried out 4.1 Know Your Client Procedure

An individual cannot participate in a game for money unless that individual is an Account

Holder. To be registered as a Player, an individual must register personally and submit an application for registration. The following information must be provided:

a. date of birth together with valid identification showing that he/ she is over eighteen

(18) years of age or the applicable legal age of majority as stipulated in the jurisdiction of your residence. Identification documents which must be submitted include: copy of a valid Passport, copy of other identification paper and a proof of

address:

Player's first and last name;

Player's full residential address;

d. Plaver's valid email address: and

e. a username and a password

On registration. a geographical location check is carried out on the applicant's computer IP to

ensure that person is in a permitted jurisdiction. t the applicant is not in a permitted

jurisdiction, he/she will not be allowed to continue the registration process. The Company

reserves the right to request additional documentation and bertorm additional checks in order

to verify the information provided. An account may be suspended until satisfactory information

is provided



Just to mention, they’ve now blocked my email from contacting them. I need all the support I can with this please. They have offered deposits back to other players, they should do the same for me.

thanks for your help

Hello unzy98,

Thank you for all the information provided. As long as the casino allowed you to register, deposit and play from UK, they should pay out any winnings you generated. I will now forward your complaint to my colleague Peter ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you unzy98 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Palm.Casino for their help in resolving this complaint. We would like to ask why was the player blocked and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter