The player from Germany reported an issue with his account after winning €1154 while playing Troll Hunter 2, as the game froze, and the winnings were not credited to his balance. He had contacted Palmslots support but had received vague responses, with support either investigating the case without progress or claiming there was no record of the win. We asked him for evidence and communication with the casino, but he did not reply to our requests or reminders. As a result, we were unable to continue the investigation, and the complaint was closed for now due to lack of response.
PalmSlots Online Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €1,154
PalmSlots Online Casino
Safety Index 1.7 Very lowCase summary
Discussion
Public
Public
1 month ago
Translation
Troll Hunter 2: I played the above-mentioned game by Play'n GO. During a game round [optional: during free spins / a bonus feature], I won €1154. Immediately after the win [or: during the win animation], an error occurred. Either: ...The game froze and reloaded. After that, the winnings were not in my account balance. Or: ...The round ended normally, but the amount simply wasn't credited to my casino balance. Previous steps: I have already contacted Palmslots support. [Option A:] Support has been putting me off for days, claiming the case is being investigated, but nothing is happening. [Option B:] Support claims there is no record of the win in the server logs, even though I clearly played the round. I have attached screenshots to the complaint [if available: of the error, the account history, or the chat with support]. Since Play'n GO games have a unique Round ID, the casino should easily be able to trace the incident through the game provider. I politely request that Casino Guru mediate in this matter so that Palmslots can thoroughly review my gaming history and credit me with the outstanding winnings. Thank you for your help! Sincerely, Jason ****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PalmSlots Online Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is there any evidence of accumulated winnings in your game history?
- Would you be able to share a screenshot of the records available to you?
- Could you please share with me your communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
1 month ago
Dear hakan587,
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.
Public
Public
1 month 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,
Tomas
Casino.Guru
