Palm.Casino - Player's account blocked after withdrawal attempt.

Hi I signed up to palm casino at the weekend!

it looks a lot like slottio casino and seven casino, same interface etc. I deposited a total of 205 euros in a about 5 transactions

i had only two options to deposit the first time, much better or crypto!

I decided to download the much better app and deposited through this with no problem.

I spoke to the customer support as I wanted to make a withdrawal.

I tried to withdraw 1000 euros, I had won more but could only withdraw 1000 maximum.

i had an email ti say I was fully verified but I have received an email today stating that my withdrawal was rejected and an email to follow to explain why.

I closed all my other casino accounts, and decided to just use this casino.

in all I win 6000 euros but I cannot even log into my account as I have been blocked! No explanation followed even after I sent emails back. I’ve never had any issue from previous casinos regarding withdrawals etc. I am a legit player and play mostly weekends as I work all week.

I am entitled to my money as I won it fairly as I don’t use any bonus.

please can you help me as I am being treated u fairly and I am very upset.

Hello cathgibson,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

hi thank you for responding, I received an email Saturday to say I was fully verified after issuing a driving license a utility bill and copy of my bank card.

No Idid not use any bonus, I never use bonus only my own money as I find it all to complicated.

I did receive an email this evening say they have suspended my account and blacklisted me as I’m from uk, and I can’t play from uk.

I broke the t and cs apparently.

I found this website on sure bet and it said players from uk accepted that’s why I joined.

also when I signed up there was option for uk, my driving license was uk issued and when I withdrew the money at the bottom it said which country and uk was there. So I didn’t even think uk wasn’t allowed to play, as other websites won’t even let you fight up let alone have your country down in the options.

I informed them that they knew I was from uk, my driving license was from uk and they fully verified my account and took deposits from me.

I feel completely violated and feel they are just trying to get out of paying me. They have not replied to my last d mail. They are a scam for allowing me to deposit in the first place

thank you

as you can see when you sign up, United Kingdom is there, so if we are not allowed to play why is there an option?

very confusing to me.

they knew I was from uk since the day I signed up, I never hid this. They should of informed me before taking my deposits surely?

Hello cathgibson,

Is there any conversation with the casino where they specifically claim that you breached the casino terms by registering from the UK or that they won't pay out due that? If yes, please upload it here or forward it to nikolas.b@casino.guru.

Dear cathgibson,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi ye, this is what I receive from them!

Thank you

Hello cathgibson,

The site seems to be currently under maintenance so we are unable to check which exact term is that. I will check the site regularly and will respond to you as soon as the site will be available again.

Dear cathgibson,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi thank you for the response, paragraph 3:4 says that your country is restricted from playing, the United Kingdom being on the list. The list is huge and covers nearly every country.

as I said before they knew when I signed up I was from the UK. I have recently noticed they had refunded my deposits back to the much better app, which I deleted. I just downloaded again and I saw it. I would much prefer my winnings, but would still like this company investigated. Many thanks

Thank you cathgibson for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello cathgibson,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Palm.Casino to join the conversation and participate in the resolution of this complaint.

Dear Palm.Casino,

I would like to request an explanation for why the player's account has been blocked. It seems unfair to confiscate their winnings after allowing them to register, deposit and play from a restricted country, especially since they have already been verified. Can you provide a clear reason for this action?

Thank you.

Kind regards,

Tomas

Thank you for your help.

I doubt the company will participate as it is a very dubious casino.

I am waiting to see what happens here before I take any further action. It would be in their best interest to pay me my winnings.

thank you Tomas

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.

Dear cathgibson,

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,

Tomas