The player from Germany reports 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 has contacted Palmslots support but has received vague responses, with support either investigating the case without progress or claiming there is no record of the win.
PalmSlots Online Casino - Player’s winnings have been confiscated.
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6d 19h 8m 17s
PalmSlots Online Casino
Safety Index 1.7 Very lowCase summary
Discussion
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3 days 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:
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4 hours ago
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4 hours 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
