The player from Germany had pleaded for his account to be closed after he had communicated his gambling problem multiple times to his Account Manager, who had attempted to convince him to continue playing instead. Despite asking for his account to be closed, he had recently deposited €880, which he believed should be refunded due to the casino's failure to act on his requests. The casino eventually closed the account couple of days after receiving the formal self-exclusion request but had failed to address the player's repeated warnings about his gambling addiction or provide responsible gambling support. The Complaints Team identified a serious failure in player protection by the VIP manager and requested the casino to provide evidence and cashier history, which the casino refused. Due to the casino's lack of cooperation and refusal to issue a refund, the complaint was marked as partially resolved with the account closed and the disputed refund amount maintained, negatively impacting the casino's safety rating.
PalmSlots Online Casino - Player's account remains open despite closure request.
Partially resolved
Black points: 4,130
Amount: €3,573
PalmSlots Online Casino
Safety Index:Very lowCase summary
Hello,
I have been playing on Palmslots for a few years now. I previously closed my account once and recently reopened it. Since I had an Account Manager before, I was given the same conditions again. As a result, for any issues or requests, I communicated directly with my Account Manager rather than contacting Support or using email.
After a significant win, I withdrew some money but then lost almost all of my remaining profits. On that same day, I contacted my Account Manager multiple times and clearly stated that I have a gambling problem and that I wanted my account to be closed again. The only responses I received were attempts to convince me to stay, offering bonuses and repeatedly stating that I had better conditions than other players on the website.
I repeatedly emphasized that I have a gambling issue and that I wanted to proceed with closing my account. Despite this, no action was taken.
A few days later, today, I deposited almost €880 again. This could have been prevented if my account had been closed at the time I requested it, after clearly stating my gambling problem multiple times.
I am aware that the Terms and Conditions state that account closure requests must be sent via email to a specific address. However, as a VIP player, all matters have always been handled directly through my Account Manager. The first time I closed my account, it was completed within two days, and I was not required to contact Support or send any emails. My Account Manager handled everything on my behalf, so I do not see why the process should be different this time.
I will provide screenshots showing that I repeatedly informed my Account Manager about my gambling issue and my request to close my account.
With this message, I am requesting a refund of my latest deposits made today and the immediate closure of my account.
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
Dear Cisko, thank you for submitting your complaint. I am truly sorry to hear about your negative experience at PalmSlots Casino.
Could you please clarify the exact date you requested the self exclusion? Additionally, could you please attach receipts of your deposits?
In the meantime, I would recommend that you send another request, but this time, include me in the copy of your email.
When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.
Example:
Email subject: Self-exclusion:
Player’s info:
First name:
Last name:
Date of birth:
Casino login:
Email address:
"Greetings PalmSlots Casino Support,
I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.
The reason for my decision is that I am suffering from gambling problems.
I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."
Please send another email to support@palmslots.com (you can include me in the copy at attila.g@casino.guru) and keep me informed about any further developments.
You can also check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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
Dear Cisko,
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.
Translation
Hello,
The exact date is – as can be seen in the WhatsApp screenshot – January 16, 2026.
I've attached screenshots of the deposits. Since the process took a bit longer than expected, I've unfortunately deposited significantly more money in the meantime.
In the meantime, I was able to make a larger profit. However, I have encountered another problem that I would like to inform you about:
Immediately after my larger win, I contacted live support and requested a cooling-off period for my account to prevent me from gambling away my winnings. However, the live chat did not implement this request, or rather, I have the impression that my request was ignored. I have attached corresponding screenshots.
As a result, I unfortunately lost the winnings. I do not want these winnings refunded, but only my initial deposits.
Dear Cisko,
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, Matej (matej.l@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,
Attila
Translation
Hello Cisko, 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. For now, I have all the information I needed from yourself, if I need further details, I will reach out directly.
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,
Thank you for your patience.
Following a thorough review of the matter, we can confirm that the player’s account was excluded three days after our team received the formal self-exclusion request.
Should you require any further information, please let us know.
Kind regards,
PalmSlots Casino
TranslationDear Matej,
Dear Palm Slots Casino,
Exactly, my account was closed after that. However, my main concern here is how my gambling addiction is being handled, and I would like to clarify a few points.
When I first closed my account with you, the VIP manager was able to do it himself. Now, suddenly, you're saying that's no longer possible. Unfortunately, I no longer have written proof, as I deleted the WhatsApp chat. However, the casino should still have this history saved and be able to verify that closing the account back then was straightforward and possible without a formal request or email correspondence.
The second point I would like to clarify is:
As you can see in the WhatsApp screenshots, I repeatedly and explicitly stated that I have a gambling problem and wish to close my account for this reason. Despite these clear statements, the casino and/or the VIP manager ignored this and instead offered me further bonuses, effectively encouraging me to continue playing.
Only after five days of continued deposits, and after I announced my intention to complain, was I informed that I needed to contact the live chat.
Why only after five days, even though I repeatedly pointed out my gambling addiction problem and repeatedly requested the closure of my account within that period? The fact that no protective measures were taken during these five days, despite my known problem, is incomprehensible and extremely concerning to me.
The third point, which I would like to emphasize in particular – and for which I expressly ask your support, dear Matej:
Why was the support team unable or unwilling to set up a "cooling-off period" on my account to prevent me from gambling away my winnings again?
To my knowledge, all casinos licensed in Curaçao are required to offer a cooling-off period. In my opinion, many things went wrong here. It seems to me that this casino was primarily focused on generating more money, rather than acting responsibly and with a customer-oriented approach.
Thank you for the response, PalmSlots Casino, much appreciated. I am happy to see the account being closed.
Now we can move to the most problematic part of this complaint. According to the player's screenshots, he has informed his VIP manager about gambling addiction on 16th January 2026. It has been reiterated three times, yet it seems like the manager ignored the issue and continued promoting bonuses, cashbacks and other features, reminding the player he had some good winnings recently. Not once is the issue acknowledged, and proper self-exclusion process explained.
This is a massive failure in player protection, and I agree with the player that the manager should have escalated this matter. First, I would like to ask if you could e-mail me (matej.l@casino.guru) the player's cashier history showing deposits and withdrawals since 16/01/2026 until the account closure on 05/02/2026. Then, I would like to ask if there is any reason for the manager not addressing the gambling issue mentioned by a VIP player. No internal information or screenshots you send me will be shared publicly or forwarded. Thank you.
Dear Matej,
Thank you for your patience.
Please be advised that requests of this nature are treated with the utmost seriousness and must therefore be reviewed and processed by a dedicated team to ensure they are handled in line with our procedures.
This team can only be contacted via our official communication channels, as we must ensure that customers submit their personal information through a secure and protected online environment.
The player was also advised by a CG representative regarding the information that needed to be provided as well as the official email address. Once the official self-exclusion email was received and the player’s request and details were processed, the account was excluded within three days.
Kind regards,
PalmSlots Casino
TranslationDear Palm Slots Casino Team,
I have the feeling that you are either not taking this matter seriously or have not read the points mentioned properly, or are deliberately ignoring them. I cannot explain how, when my account was first closed, my account manager was able to close it independently without me having to send any email or written confirmation.
Furthermore, this is primarily about how my repeated warnings about my gambling addiction were ignored. After three explicit repetitions, I was neither referred to the live chat nor given an email address through which I could officially close my account. Instead, they continued trying to persuade me to gamble.
I find it extremely concerning that a casino in such a situation does not take responsibility and does not admit that omissions and mistakes were made.
Dear PalmSlots Casino, thank you for the explanation.
While in your statement you claim taking gambling addiction very seriously, seems like the VIP manager failed completely to address it. The player has mentioned openly his issues with gambling, and not once was it acknowledged by his manager.
Moreover, this concerns a VIP player, whose mental health is VIP manager's concern as well, and as such should have suggested responsible gambling options available in the casino, and provide detailed guide about how to request a cool off or self-exclusion.
By ignoring player's concerns openly stating gambling addiction, and instead encouraging him to play more, Casino Guru believes this was a huge failure in player protection. I would strongly advise re-training the support staff and VIP managers in the area of responsible gambling, and would like to ask if you could share with me player's cashier history via e-mail (matej.l@casino.guru). This will help me establish a proper timeline and see if the player is eligible for a refund.
I would also like to ask you for confirmation that this account is blocked forever, without the option for reopening, all the marketing communication has ceased and that the player will not be able to re-register using his own credentials. Thank you for your understanding and cooperation.
Dear Matej,
Thank you for your patience.
We can confirm that the player’s account is excluded and completely inaccessible.
We understand the player’s concerns, however, as mentioned in our Terms and Conditions, any gambling addiction related requests, regarding the closure of a specific account must be directed to the official email address for evaluation and action.
Please note that the player submitted their official request on CG on 21/01/2026, and a CG representative provided them with the correct contact details for Customer Care. Despite this assistance, the player only submitted their request on 02/02/2026. Once our team received the self-exclusion request, it was treated with the utmost priority, and the account was closed within 72 hours.
Let us know if any further assistance is required.
Kind Regards,
PalmSlots Casino
TranslationDear Palm Slots Team,
You mention again that, according to the terms and conditions, an account closure request must be sent to a specific address. Therefore, I repeat my question: Why wasn't this mentioned when my account was first closed, and why was the VIP manager able to close my account back then without this formal request?
Since you also repeated some points, I would like to ask my questions again. Why did the VIP manager not respond to three of my messages to explain the process to me or at least temporarily exclude me from playing, even though he knew perfectly well that I suffer from gambling addiction?
Unfortunately, this creates the impression that there was a deliberate desire to ensure that further deposits were made.
Regarding your statement that I only submitted the application on February 2nd, 2026, I would also like to address the following: It is common knowledge that players with gambling addictions often continue to deposit money. After I had made a good win, I naturally wanted to withdraw it first before my account was closed. I did withdraw a portion of it.
This brings me to the next problem, which in my opinion demonstrates once again that your casino is hardly taking any measures to protect players with gambling addictions – even though you are obligated to do so under your Curaçao license. In my previous messages, I also included screenshots showing a live chat employee refusing to set up a "cooling-off period" on my account.
In my view, this discussion is only being unnecessarily prolonged. We are now on the third repetition of the same points, while important questions continue to be ignored.
Unfortunately, I get the impression that things are going wrong with player protection at your casino.
Dear Matej, I hope you can follow and understand my arguments.
TranslationDear Matej,
Since the casino continues to respond in this manner and shows no consideration for the situation, I would like to adjust my previous refund request accordingly.
Instead of the originally requested amount of €880, I now request a refund of the entire amount less any payments made during this period from January 17, 2026 to February 2, 2026.
According to the screenshots I attached to my previous messages, deposits during this period amounted to approximately €5,865. In the meantime, there was one withdrawal of €2,292.
This results in a refund amount of approximately €3,573, which I hereby request.
Best regards
Dear Cisko, I have amended the disputed amount for this complaint as you suggested for now - since it is the amount you wish for - however it could be amended further (for higher or lower amount), if I manage to see your cashier history and compare it with Casino Guru internal refund request policy.
Dear PalmSlots Casino, thank you for the further explanation. I understand the need of following set processes, especially when dealing with sensitive matters like gambling addiction. Under normal circumstances, I would fully agree with you. Since the player has VIP status, this is not a standard case.
As a VIP, this player has a personal manager, whose priority is also making sure his mental health is in good shape. The player has informed his personal VIP manager three times about gambling addiction. From my experience, VIP managers can close the accounts (this has been confirmed by the player that it did happen before), and often are the decision makers when dealing with account closure - as they have the most information about the player and their habits.
And if by chance PalmSlots VIP manager is unable to close the account, it is their duty to escalate this through the proper channels, or at the very least provide the player with a "how to" guide towards self-exclusion.
In this case the VIP manager completely ignored the messages and even insisted on player to keep playing, to keep all the bonuses and extra services he was given as a VIP member of the casino. This is a huge failure in player protection and in direct violation of all the rules that should be in place to safeguard the players.
Unless you can provide evidence of the VIP manager inquiring further about the gambling addiction, or at least offered a quick guide how to get self-excluded, I will have to stand by the above statement.
Any and all evidence, as well as detailed cashier history showing player's deposits and withdrawals between 16th January until the account closure can be sent to me directly (matej.l@casino.guru) for evaluation. No part of this message will be shared or forwarded. Thank you.
Dear Matej,
Thank you for your patience.
Unfortunately, we are unable to share any information regarding the conversation between the player and the Account Manager. The player may, however, provide you with any additional details they consider relevant.
As previously confirmed, the account has been self-excluded and is now fully inaccessible.
We understand the player’s concerns. However, in accordance with our Terms and Conditions, any requests related to gambling addiction or the closure of an account must be submitted through our official communication channels so they can be properly reviewed and processed. As confirmed, only requests received through these official channels can be considered and handled accordingly.
Kind Regards,
PalmSlots Casino
TranslationDear Palm Slots Casino,
In your repeated copy-paste statement regarding the terms and conditions, you explicitly mention that requests regarding account closure must be submitted via the official communication channels.
However, we both know what happened when my account was first closed, and that the VIP manager at the time either closed the account on his own initiative or forwarded the request independently, because I didn't send a single email or any official request. I simply informed the VIP manager and explicitly stated that I wanted my account closed, and a short time later it was done just that.
You can easily verify and confirm this. Therefore, your statement does not entirely reflect the actual circumstances.
Dear Matej,
Thank you for your help so far, and I am of course available for any further information you may need from me.
I'm just a bit annoyed because the casino has now responded four times without providing any concrete information or a clear answer to the discussion. Furthermore, your request for the cashier history has been ignored four times now. This whole thing could drag on indefinitely.
I continue to hope for better cooperation from the casino.
Dear Cisko, I think at this point it is obvious that the casino is not interested in resolving this issue. They are highly uncooperative, posting copy/pasted responses that do not actually resolve the matters at hand, and are causing unnecessary delays by not sharing any evidence, even if it could potentially help them.
I also think there is no chance of you getting a refund, no matter how much we try, as the casino has made its mind, and is now invoking their T&C - only because it suits them. This, alongside their very low safety rating, is not surprising.
If you e-mail me (matej.l@casino.guru) your conversations with your VIP manager where you told him about your gambling addiction, I can assess at which point your account should have been closed. However, since the casino will not share your cashier history with me, I will not be able to assess the amount of refund that you are entitled to. Also, I don't think the casino would pay it no matter the amount.
Since your account has been closed and no refund will be given, I think the only possible way forward is for me to close this complaint as "partially resolved". Full amount of 3,573 EUR will be set as disputed amount, and will accordingly impact the casino rating in a negative way with the next, weekly automatic safety index re-evaluation.
At this point I see no way how I can successfully mediate this complaint on your behalf, since casino cooperation is always a crucial component of it. Although, if you wish to continue, or have another approach in mind, please let me know whether in this thread or via e-mail. Thank you for your understanding.
TranslationHello Matej,
Thank you so much for your quick response and your help.
I sent you screenshots of the WhatsApp chat history via email, including the message in which I explicitly mentioned that I suffer from gambling addiction.
Thank you for your help and support, and I understand that you can't take any further action in this situation. However, I would ask you to perhaps make one last explicit request to the casino to issue the refund, if you also believe you have a claim, and to ask them to provide your cashier history.
If that doesn't work on the last attempt either, we can do it the way you suggested, since there's no point in proceeding any further.
Thank you again for your support and help so far.
I have received your messages, Cisko, thank you very much.
Dear PalmSlots Casino, after reviewing the conversation between player and his VIP manager, I can confirm that the first request for self-exclusion due to gambling addiction has been mentioned on 16th January. At no point the VIP manager helped the player, but instead was offering bonuses and making arguments why the player should reconsider and play more. This is a very serious break in player protection rules, and it points towards non-existent responsible gambling training of the staff.
One more time I would like to ask if you would consider refunding the player his deposits made after the gambling addiction has been stated and not actioned (minus any withdrawals made in this time), or if you are adamant in your decision that no refunds will be given. Thank you.
Dear Matej,
Thank you for your patience.
Regrettably, we are unable to proceed with the player’s request, as the self-exclusion was finalized within the required timeframe following the submission of the request via email to the appropriate department through the official communication channel.
We can confirm that the player’s account is inaccessible, as requested.
As previously mentioned, we fully understand the player’s concerns. However, requests of this nature are handled with the utmost care and require a certain amount of technical processing time.
Kind Regards,
PalmSlots Casino
Thank you for the reiteration, dear PalmSlots Casino, although I was hoping you would reconsider this stance. However, I will respect your decision.
I think it was me or one of my colleagues mentioned this in the past, that 10 business days to process extremely important requests as self-exclusion due to gambling addiction, is outside of any reasonable time period and extremely uncommon in the industry. Therefore, while I appreciate the account closure, I can't agree with the timeframe it took to get there. I will have to close the complaint accordingly with our player safety rules, as Casino Guru believes the account has been closed outside of reasonable time window and the player is eligible for refund. Thank you for looking into this matter for us, and for your understanding.
Dear Cisko,
As you can see, the casino has made their decision. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "partially resolved" in our system, since the account has been blocked. However, I will keep the disputed amount at its full value, 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.
For the future, 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. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.
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. 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. :(
Best regards,
Matej
