The player from Austria experiences issues with withdrawing her winnings, as her account is blocked due to an alleged duplicate account. Despite submitting required identification documents multiple times since March 2026, she receives no clear explanation or resolution regarding her funds.
PalmSlots Online Casino - Player's account has been closed due to alleged duplication.
Opened
Current status
Waiting for casino to reply
1d 15h 8m 33s
PalmSlots Online Casino
Safety Index 1.7 Very lowCase summary
Discussion
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3 weeks ago
Translation
Dear Casinoguru Team,
I hereby submit a formal complaint regarding my account there and the outstanding payment.
I made a deposit via ETH on August 18, 2025, which, if I remember correctly, was around €50. Afterwards, I didn't play for many months.
I didn't use the account again until March 2026. At that time, I didn't make any further deposits and no bonus was active.
I then placed sports bets and won, and also played casino games and won – all without a bonus.
On March 19, 2026, I requested a partial withdrawal of €480 in ETH. Subsequently, on March 20, 2026, I received a KYC request, namely a selfie with my ID card. I sent this to Palmslot on the same day.
On March 21, 2026, I received another request, this time claiming my ID card was illegible. I resubmitted the documents on March 21, 2026. Despite this, further requests for a selfie with my ID card followed.
On March 30, 2026, I sent another new selfie to Palmslot. After that, I repeatedly received new requests for the same proof.
Most recently, on April 10, 2026, I received a request to submit the front and back of my identity card. I sent this to Palmslot in full on April 10, 2026.
On April 14, 2026, I finally received an email indicating an alleged duplicate account. At the same time, I was informed that my money would be withheld. Only the original deposit of €55 would remain in my account, which I would then be instructed to withdraw.
I have not received any further feedback since then.
I hereby request Palmslot to
to inform me of the reason for the block or the alleged duplicate account in a concrete and comprehensible manner,
to promptly review the decision to withhold my payment,
to fully pay out my legally acquired credits
Best regards
Automatic translation:
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3 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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3 weeks ago
Dear Fu52,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Have you withdrawn the deposit from the casino already? Was your account closed, or is it accessible to you?
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 weeks ago
TranslationNo, it's actually impossible that someone from my household with the same IP address also registered at this casino.
No, the deposit is still in the account and I still have access to it. I even continue to receive bonus offers from Palmslots via email.
I will send the communication via email.
VG
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1 week ago
Dear Fu52,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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1 week ago
Dear Fu52,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite PalmSlots Online Casino representative to join this conversation.
Dear PalmSlots Online Casino,
Could you please provide clarification regarding this case? Please also include supporting evidence.
Thank you in advance.
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5 days ago
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.
