The player from Quebec was struggling to enforce a self-exclusion and had been trying for a week without success, while the casino attempted to encourage him to continue playing with bonuses. He wanted to close his account but had not received a response for weeks. We reviewed the casino’s responsible gaming policy and asked him for the registered email address and whether he had already contacted support and completed KYC. As he did not reply to our requests or reminders, we were unable to continue the investigation and the complaint was closed for now.
PalmSlots Online Casino - Player’s account closure request is delayed.
Closed
Our verdict
Player stopped responding
Amount: ??
PalmSlots Online Casino
Safety Index 1.7 Very lowCase summary
Discussion
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1 month ago
Ive been tried to get self exclusion for week and nothinf happen i have gambling addiction I need to take a break and this website try to convince me to stay with free spin and free money now i just want to close my account and no one awnser for weeks
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4 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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4 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:
1.1. Self-Exclusion
- You have the option to self-exclude yourself from Palmslots.
- To self-exclude send an email to customer service at customercare@palmslots.com
What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?
Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
I hope we will be able to help you 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
Dear Best565,
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.
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2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
