PalmSlots Online Casino - Player’s account remains active after self-exclusion request.

I am submitting this complaint regarding PalmSlots casino, operated under Curaçao license 1668/JAZ by NewEra B.V.

In early 2024, I contacted PalmSlots and clearly informed them about my gambling addiction. I explicitly requested that my account be permanently closed due to self-control issues and the need for self-exclusion. Despite this, the casino did not act on my request, and my account remained active.

As a result, I continued gambling and lost over €30,000 between March 2024 and May 2025. Although there were some withdrawals during that period, the net result is a substantial financial loss. I can provide documentation showing both the transactions and my communication with the casino.

Due to the limited effectiveness of Curaçao-based regulation, I am turning to CasinoGuru for fair and independent mediation.

I want to emphasize: I am not requesting a full refund of all historical activity, but rather a partial refund of losses that occurred after the self-exclusion request was ignored, in accordance with responsible gambling standards.

Attached are:

Screenshots of payment records (including recipients such as Shark77 and Newera)

My emails/chats requesting account closure due to addiction

Deposit and withdrawal history covering the disputed period

I appreciate your help in reviewing this case, and I hope that PalmSlots will be held accountable for this serious violation

Due to file attachment limits, not all supporting documents could be uploaded here. I am happy to provide the remaining files through an alternative method if needed.

Dear gamblingproblem92,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing.

To proceed with the investigation, could you please forward me the account closure requests you sent to the casino, along with their responses, as email attachments in EML format? You can do this by following these simple steps:

1. Open Gmail on your computer and log in.
2. Open the email thread you wish to download.
3. Click the three dots (More) in the top-right corner of the email.
4. Select "Download message" – this will save the email as a .eml file on your computer.
5. Create a new email, attach the .eml file, and send it to me at veronika.f@casino.guru.

I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear gamblingproblem92,

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.

I have sent the information you requested by email.

Thank you for your email. Have you received any responses from the casino to your account closure requests at all? Has your account ever been closed due to gambling addiction?

They only closed my account after this message. They otherwise did not respond/react to requests to close the account.

When exactly was your account closed by the casino?

Have you tried contacting the casino through live chat or any other communication channel after your self-exclusion emails went unanswered?

Hello,

at that time on 12.5. they closed almost immediately after that message. I contacted live chat and was always told that I had to contact them by email about the matter to that address where I then sent emails.

Thank you for your response.

Do you have any screenshots or chat transcripts of your conversations with customer support in which they advised you to send an email to close your account? If so, please forward them to me as well at veronika.f@casino.guru, or post them directly here to the complaint thread.

I didn't realize I was taking pictures of them.

Please note that when assisting players with refund requests, we require solid evidence showing that the player made sufficient effort to resolve the issue, and that the casino’s customer support failed to provide appropriate assistance.

While you mentioned sending several emails to the casino, the absence of a response does not confirm that your messages were received. To move forward with your case, we would need proof that you tried to communicate through multiple channels after your initial account closure requests went unanswered.

If the live chat support advised you to reach out via email, could you kindly provide screenshots or transcripts of those conversations? Alternatively, do you have any evidence that the casino received the emails you sent them last year?

Hello,

I sent an email correspondence.

Thank you very much, gamblingproblem92, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello gamblingproblem92, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of PalmSlots Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Please note that we are currently making further checks regarding the matter.

We are doing our best and we will get back to you as soon as possible.

Best regards,

PalmSlots Casino

Dear Matej,

We would like to inform you that the player's self-exclusion request has been processed, and the account has been successfully disabled as per their wish and shall remain so.

Best regards,

PalmSlots Casino

must clarify that my account was only finally closed after I sent you a formal compensation request highlighting your repeated failure to act on my earlier self-exclusion requests.

I had contacted your support multiple times, both via email and WhatsApp, clearly stating that I wanted my account permanently closed due to a gambling addiction. These messages were either ignored or met with attempts to persuade me to continue playing — in clear breach of responsible gambling obligations.

It is misleading to claim that you acted promptly on my request. You only deactivated my account after I escalated the matter and mentioned your licensing authority. Prior to that, despite my pleas, you continued to allow me to deposit and lose money — over €60,000 in total.

I have screenshots of my communication showing that I invoked my gambling problem as the reason for closure, yet you failed to act. In many instances, I did not even cancel the closure request, and yet my account remained open.

This is a serious violation of your duty to protect vulnerable players, and I urge you to take accountability. I remain open to resolving this directly with you, but I will pursue the matter further if needed.

Dear PalmSlots Casino, thank you for the account closure.

According to the evidence provided by the player, she has been trying to close her account since March 2024. On 14th November the support team finally inquired as of why the account closure request has been made, and the same day the player replied she has a gambling problem. Even if we assume the previous request has not been delivered due to a glitch, since 14th of November the casino has been provably aware of the player's addiction and should have closed the account within reasonable time.

Unless there is some evidence I am not aware of, I would like to ask if you will be willing to refund the player with the amount of the deposits made since mid-November 2024 until the account closure confirmed on 18th July 2025, minus any winnings and withdrawals. Feel free to send me the plyer's cashier history since 14th November until the account closure, and I can help establish the amount, to speed up the process. My e-mail is matej.l@casino.guru. Thank you.

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.

Thank you for the update.

I acknowledge the extension given to the casino and I’m closely following how they choose to handle this case. Their response — or lack thereof — will speak volumes about their commitment to responsible gambling and customer care.

I have provided clear evidence that I repeatedly requested permanent account closure due to a gambling addiction. If PalmSlots fails to engage in dialogue now, even after being given extended time, I believe it further confirms a lack of accountability.

I would like to add that I have lost a total of approximately €70,000 to PalmSlots Casino. A significant portion of these losses occurred after I had clearly and repeatedly requested permanent account closure due to a gambling addiction.

Despite my multiple pleas, the casino failed to act, ignored my emails, and allowed my gambling to continue. In fact, their VIP host repeatedly encouraged me to cancel my closure requests by offering bonuses — even after I had stated I was struggling with addiction. This is not only a serious violation of responsible gambling principles, but also a clear case of exploiting a vulnerable player for profit.

I have saved these pressure messages from the VIP host, in which they praise me by saying I am a "great player" and "you know how to pull wins and how to win." These messages were sent right after I told them that their customer service does not respond when I want to close my account and that I am losing too much to the casino. The VIP host also mentions in the messages that they see I have just requested to close my account (on April 29, 2025) and asks me to cancel that request so they can offer me a bonus.

I’ve now sent these messages to CasinoGuru Matej.

I sincerely hope this is taken into account when evaluating the case. The emotional and financial damage caused here is substantial, and the casino had ample opportunity to prevent further harm but chose not to.

I remain open to a fair resolution and sincerely hope the casino takes this final opportunity to act responsibly before the complaint is marked unresolved.

Hopefully, we can still reach a solution that is fair and satisfactory to all parties involved.

Dear gamblingproblem92,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions.

Since the casino also holds a Curaçao Licence, I do recommend you contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints - they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot.

If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Lastly, I would also strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet - especially the ones as PalmSlots Casino, whose safety index rating on our website is already pretty bleak. For the best protection, it is advised to have a friend or a trusted family member to set up the password of the app in your stead. And if you feel the struggle is too much, please send me a message at matej.l@casino.guru wit hthe town of your residence. I will look for a good help centre near you, that can help you deal with the gambling addiction - either in person or via internet communication, whichever way you prefer. Remember, you do not have to fight this alone.

Best regards,

Matej

We’ve reopened this complaint at the request of gamblingproblem92. We have been informed the account has been reopened and the player was allowed to deposit more money. If the casino representative can let us know what happened, we can mediate this case further.

Dear gamblingproblem92 how much have you deposited since the reopening of your account, please?

I haven't been able to log in again lately and deposit. I wanted to reopen this complaint because I have suffered so much because of this casino and they have been responding to complaints about them here on the forum lately. They recently stopped responding regarding this incident, I hope they will respond now and compensate me for at least a small part of the losses I have suffered from them after numerous account closure requests.

Dear gamblingproblem92,

Seems like the casino is done with this complaint.

Once again, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet - especially the ones as PalmSlots Casino, whose safety index rating on our website is already pretty bleak. For the best protection, it is advised to have a friend or a trusted family member to set up the password of the app in your stead.

I am really sorry I am unable to help you further in this matter.

Best regards,

Matej