PalmSlots Online Casino - Player’s withdrawal is delayed and account verification is stalled.

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Dear joaquingg,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.

To better understand your situation, could you please clarify the following:

• Have you already submitted a withdrawal request? If so, what amount and what is its current status?
• Is the €11,900.62 currently visible in your casino balance?
• Has the casino confirmed whether your KYC verification is still pending?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla! Good morning. Thank you for your message. I submitted a withdrawal request on August 23rd. The maximum allowed is €5,000. It's still showing as "PENDING," and my player account balance is €11,900.62. The casino hasn't contacted me at all. When I created my account, I submitted my Spanish passport through the verification system. Then facial recognition verification with an oval appeared, and both were accepted. They then asked for a utility bill, which I also sent. I emailed everything: proof of address, bank statements, account ownership details, even screenshots of when I won jackpots in games and the IDs of the transactions where I won the major prizes. My username also appeared in the major achievements section on the casino's homepage (two consecutive major prizes). I haven't received a single response to my support email (I sent five). The internal chat isn't working (it doesn't even open; when you try to click the link, it gives a JavaScript error. I'm a computer technician, and I couldn't access the live chat), and I can't contact them through any browser. I didn't play with bonuses (my bonus balance shows €0, and my sports balance shows €0). Unlike some other casinos, this one doesn't have a section where you can see if the verification is successful and approved, or if you need to send more information or documents. I didn't cheat in any way; I played with my own money and documentation, and everything was correct. What's most frustrating, I think, is the uncertainty of not receiving any response from email support, the chat being down, or any other source. At least if I had a response from them telling me what to expect and that everything is working correctly, I would feel more at ease, but there's no way to communicate with them.

Today, my request to withdraw €5000, which I submitted on 23/08, is listed as REJECTED. Reference #101885353379786581

Withdrawal 23/8/2026 (Created) 29/8/2026 (Processed) €5,000.00 Bank Transfer Rejected. I have not received any email justifying the decision or indicating whether they need more documentation or the reason for the rejection. As I said, the website's live chat is down, and they are not responding to support@palmslot.com I would appreciate your help. I've been waiting 5 days for them to reject my withdrawal and they haven't even told me why. The balance is still showing up in my player account (€11,900.62).

The balance remains at €11,900.62. I'm very disappointed after waiting all week, only to have it rejected without even giving me a reason so I can send the necessary documentation or whatever they need. And the live chat is still down; there's no way to contact them. It's very sad to be a player and, for once, win something, and the casino doesn't even bother to answer emails, the live chat doesn't work, and they haven't explained the reason for the rejection. Regarding the question, "Has the casino confirmed if my KYC verification is still pending?" there's no way to check because their website doesn't have the typical section for uploading documents and checking their status. I sent everything by email ( support@palmslots.com ) but they don't respond (passport, bank statement, proof of address,...). I have again requested the same withdrawal (€5000) to the same bank account, after forwarding all the information to the Palmslots support email.

I should clarify that I registered using my Spanish ID card, a Spanish phone number, and that the deposit method was via card (Apple Pay) and direct bank transfer to a Spanish bank. All deposits were approved. #7451812568395705780 DEPOSIT 23/8/2026 (Created) €250.00 OPEN BANKING Approved. Other casinos that don't accept players from Spain directly with your IP address or ID won't let you create an account. I found Palmslot through Google, and their Google Ads page states "PALMSLOT The best real money casino in Spain." That's why I decided to register, and everything went through the verification process since they require a passport selfie and facial recognition before depositing. Furthermore, the bank transfer from the Banco Santander app was approved and accepted. As I mentioned, they have rejected my withdrawal of winnings; they remain in the account, but I cannot withdraw them.

I think what might be happening is that they're not approving my KYC to withdraw the funds. Even though I had already completed the verification process before winning the prizes, showing my passport and facial recognition and providing proof of address, and it was approved. I wagered around €2,000, and KYC was required during those deposits.

The website doesn't have a section where you can see if the KYC or documentation has been uploaded or approved. Now I see in the KYC approval terms that Spain is listed as prohibited. I think I've been misled because, as I mentioned, I was asked for it before winning and it was marked with a green checkmark. Furthermore, there was a pending bank transaction of €250 from a Spanish account, which was listed as PENDING, and it was authorized two days after I had already won the prizes. Everything seems very confusing, and I don't know what will happen now with the money I've won or the money I wagered. Their chat is blocked, and they don't respond to emails. The KYC terms I just saw are (I don't know if Palmslots has actually paid any players from the countries listed below).

1) Proof of ID

a. Signature Is there

b. Country is not one of the following Restricted Countries:

Austria

France and its territories

Germany

Netherlands and its territories

Spain

Union of Comoros

United Kingdom

USA and its territories

All FATF Blacklisted countries,

any other jurisdictions deemed prohibited by Anjouan Offshore Financial Authority.

c. Full Name matches client's name

d. Document does not expire in the next 3 months

and. Owner is over 18 years of age

2) Proof of Residence

to. Bank Statement or Utility Bill

b. Country is not one of the following Restricted Countries:

Austria

France and its territories

Germany

Netherlands and its territories

Spain

Union of Comoros

United Kingdom

USA and its territories

All FATF Blacklisted countries,

any other jurisdictions deemed prohibited by Anjouan Offshore Financial Authority

Dear joaquingg,

Thank you very much for providing the additional information.

Could you please send me a screenshot from your casino account clearly showing the rejected €5,000 withdrawal?

Additionally, please send me any supporting evidence relevant to your case, as well as all communication you have had with the casino regarding your KYC verification and withdrawal.

You may send the evidence to me at karla.m@casino.guru.

Thank you very much in advance for your cooperation. I look forward to your reply.

Dear joaquingg,

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.

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,
Karla
Casino.Guru