Palm.Casino - Player's account has been closed and deposits were confiscated.

So I created an account a while ago and after depositing a lot of times, I became a VIP member.

When I signed up, I filled in my personal details, including my country, which is The Netherlands. Everything was fine and with the deposits it was also possible for me to use Dutch-only payment methods (Dutch direct bank transfer). 

Last week I was curious and started to read the terms & conditions of Palm Casino. To my surprise, I read about article 3.4. That article states that it is not allowed to play if I am from the Netherlands. How is it possible for me to create an account and deposit money on it many times (with a Dutch payment method), while I am not allowed to play on this casino. I've had contact with many people of this casino and no one ever told me that I wasn't allowed to play at Palm, even though they must have seen my country when checking my details. They even have their website in Dutch language, which makes it even more strange that they don't allow Dutch players.

I've sent an e-mail to support with the same message as described in here and they replied with:

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Dear .... ,

 

Thank you for your email & the detailed clarification of your issue.

 

I've looked into your case and would like to address your claim.

 

-We do not advise anywhere on our site that we accept Dutch players. We advertise to players from the Dutch Antilles. Players from the Netherlands are prohibited by our T&Cs.

 

-We can also notice that you have registered through an affiliate site and that you have managed to find our site yourself, which is only your responsibility.

 

Our affiliate partners act independently from us and what they advertise is not under our control.

 

However, I've made sure to permanently close your account & blacklist your email address as well as the banking method used to deposit to avoid further discrepancies.

 

Also, your number has been deleted from the system and you will not receive promotional SMS, to unsubscribe from the promotional emails, please click the button at the bottom of the promotional email.

 

I wish you a great week & all the best for the future.

 

Best regards,

Kevin

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I replied to that e-mail with the following message:

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Dear Kevin,

While the circumstances of how I became a member are immaterial, it has come to my attention that despite your policy prohibiting Dutch nationals from participating, your platform permits registration from individuals of Dutch origin. Moreover, I note the existence of a Dutch-language website, which appears incongruous with the aforementioned restriction.

My primary concern pertains to the fairness of the situation. If indeed I am ineligible for withdrawals due to my nationality, I find it inequitable that my deposits remain within your system without the possibility of recompense. Therefore, I respectfully request that Palm Casino annul all deposits made to my account and facilitate the return of the total sum to my Revolut bank account at your earliest convenience.

I anticipate a prompt resolution to this matter and kindly request confirmation of the initiated actions. Your cooperation in rectifying this issue would be greatly appreciated.

Thank you for your attention to this matter.

Sincerely,

.....

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Since then, I've never got any reply back and they marked my ticket as solved, while this matter isn't solved obviously. If I were never able to win (read: cashout) any money from this casino, then I should've never been able to deposit. Therefore I want al the money I've deposited back, because the deposits should all have been voided if I were never able to cashout anything.

The total amount of deposits I do not know (it's somewhere between €2500 and €3000), because I can't login anymore, as they've blocked my account. I do have all the transactions in my banking account, but because I did play at some other casino's, I don't know which transactions exactly are from palm.casino and which are from other ones (they all use strange names like Red Raven or Naudapay Limited).

Can you please help me out? I really appreciate your time and thanks in advance for helping me out.

Dear twinspinner,

Thank you very much for submitting your complaint I'm truly sorry to hear about your issue with Palm.casino.

I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. 

In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. 

Could you please advise how much currently is your withdrawable balance on your casino account? 

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear twinspinner,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.