The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The player reported that the casino had repeatedly claimed the payout was sent to his bank account, but the funds were returned to his gaming account each time despite account verification and approved payouts. The issue was resolved after the player’s cooperation, and the complaint was marked as resolved by the Complaints Team.
PalmSlots Online Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €400
PalmSlots Online Casino
Safety Index:Very lowCase summary
Discussion
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2 weeks ago
Translation
I hereby file a formal complaint against PalmSlots, as this casino has once again reversed my rightful withdrawal and is behaving in a completely unprofessional manner.
Here is the current situation:
My payout has been approved multiple times, most recently on March 20th.
Today the amount was once again credited back to my gaming account without any explanation.
The live support advised me to submit another withdrawal request, although this is obviously not a solution, but a desperate attempt to further delay the payout.
This behavior is unacceptable and highly unprofessional. The repeated reversals of approved withdrawals, contradictory statements from support, and constant delaying tactics clearly indicate a deliberate withholding of player funds.
I demand immediate processing and immediate transfer of my funds. PalmSlots must be held accountable. Should the payout not be made immediately, I will escalate this case, explore all legal options, and make it public to warn other players.
Automatic translation:
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2 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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2 weeks ago
Dear Mink14,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 weeks ago
TranslationIt's not just about the long wait for the money.
Palmslots keeps telling me the money is in my bank account, but my bank has never received anything, and then they transfer the money back to my gaming account. This has happened three times already, even though my account is verified and I've received money several times before.
The payout was approved every time, and I have plenty of screenshots as proof. Once, the transaction number even changed, even though it was the same amount and the same request. When they accepted it, it had a different transaction number, and then, strangely, a few days later it was rejected with yet another transaction number. I can prove all of this.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Mink14,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
