Palms Bet Casino - Pelaajan valitus yleisestä kasinokokemuksesta.

I dont know where to begin.

This casino is a bit of a joke.

I got lucky and won pretty big, but while doing so I did have some big losses too. Out of nowhere the casino limited my account, so I could not play casino anymore. So I asked them to withdrawal my funds and close the account. However, they were not helpful and made me withdraw a small 10,000BGN per 24h - and made sure to delay approving as much as possible. As you can imagine at the time I had 160,000BGN in the account.

I only managed to get down to a about 60,000BGN withdrawn, so 100,000 still left in the account - when I got tempted to play on their rigged virtual games and lost my whole balance.

They knew very well what they were doing and that they wanted to delays withdrawals so this would happen.

In addition I had 5800BGN built up as a loyalty cashback bonus - which they just removed - with no explanation.

Overall, they basically cheated me out of my winning with small tricks, as well as limiting my account for no real reason and taking my bonus also!

Dear Miron,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Allow me to ask you a few more question before we would move forward. What was your withdrawal limit before you tried to withdraw your winnings? Was this your first time you tried to withdraw your winnings? Do I understand it correctly that you have currently no balance left in the casino? Please note, if you have lost your winnings there isn't much we can do for you as it was lost legitimitly in casino. Looking forward your answer.

Best regards,

Nick

Dear Miron,

As I mentioned before, if you have lost your winnings there is no possibility to just get it back as you have lost it fairly. However, we can try to contact the casino and try to retrieve your loyalty bonus. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Miron,

I looked at your complaint and will do my best to help you. I would like to invite Palmsbet Casino into this conversation. Can you please clarify this situation?

We would like to ask the Palmsbet 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

Dear Miron,

Casino stated that you've already received cashback. Please, can you confirm this?

Hey Guys,

Yes, they finally return the

bonus.

however, in the meantime i found

out that they breached GDPR and shared information like, that I played on the

casino, how much I played and won, etc - with a 3rd party.

So they breached my privacy and

personal information also.

I found this out as the 3rd party

they basically told this actually knows me, so he reached out and told me.

I am looking to raise with the

Bulgarian Gambling Commission.

however, any advise for european

commission and gdpr? I would like to raise a case but also be compensated as

this is very serious!

Dear Miron,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam