PalmSlots Casino - Pelaajan tilin sulkemispyyntöä ei oteta huomioon.

Good day, I have been trying for a long time to close my Palmslots account due to gambling addiction. Despite explaining my problem, I am constantly being enticed to stay with bonuses, and now I'm not receiving any response to my request at all. As a result, I have incurred total losses of €3,500, which I have already requested to be refunded. I am also requesting assistance in finally closing my account permanently. Thank you very much.

Guten Tag, ich vesuche seid langem aufgrund von Spielsucht meinen Account bei Palmslots zu schließen. Ich werde dort jedesmal trotz äußerung meines Problems mit Boni zum bleiben verleitet, bzw nun bekomme ich überhaupt keine Rückmeldung mehr zu meiner Anfrage. Mir ist deswegen ein Gesamtschaden i.H.v. 3500,00€ entstanden den ich auch bereits zurückgefordert habe. Zusätzlich bitte ich um Hilfe damit mein Account endlich dauerhaft geschlossen wird. Ich bedanke mich herzlich bei Ihnen.

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Dear Mucki,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

3.22. This article belongs to the Self- Exclusion Policy. The customer gives consent to and shall comply with the procedures for Self-Exclusion as set forth in this article.

3.22.1. The customer acknowledges, agrees and accepts that the Operator shall temporarily suspend access to his/her Account or terminate it altogether, within ten business days, deemed Monday through Friday, excluding public holidays ("Business Days") of receiving a properly formatted request to Self-Exclude in connection with customer’s declaration that he/she may be experiencing problematic gambling behavior. ("Self-Exclusion Request")

3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from palmslots.com, he/she needs to contact us on the following email address: customercare@palmslots.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

3.22.4. The customer acknowledges, agrees and accepts that he/she shall remain solely responsible for all activity on his/her Account during the time that the customer request for Self-Exclusion may be pending, within a maximum time frame as meant in section 3.22.1. During the said time frame, the Operator is not obligated to void any activities on customer’s Account, such as but not limited to placed Bets and incurred Losses on the basis of the argument that customer has a request pending for Self-Exclusion.

3.22.5. Although a request for Self-Exclusion shall not necessarily by itself qualify the customer as a Vulnerable Person as meant in section 3.22.5.1., it does obligate the Operator to conduct a further investigation into customer’s personal situation, as meant in the said subsection. The customer acknowledges, agrees and accepts that the outcome of the said investigation may be that the customer shall indeed be qualified as a Vulnerable Person in compliance with the Self - Exclusion Policy. As a result the customer would no longer be eligible to keep the Account.

3.22.5.1. Defined as a "Vulnerable Person" is any natural individual who:

(a) has not yet reached the age of eighteen years; or:

(b) is not legally capable of entering into binding agreements; or:

(c) clear and evident signs of problematic gambling behavior; or:

(d) convincing evidence that the Player was registered in and admitted to any reliable program to assist with countering problematic gambling;

3.22.6. A state of Self-Exclusion may be reversed upon communication with the Operator, if and when it complies with the criteria as set forth in section 3.22.3.

3.22.7. The customer acknowledges, agrees, and accepts that he/she has the possibility of Self-Exclusion only if customer already has an existing Account with adequate balance. It is technically impossible for the Operator to Self-Exclude persons who are not known to the Operator as Curaçao does not currently offer a national registry of Excluded Persons.

Have you clearly informed the casino about your gambling problem? Could you forward me the account closure requests that you sent to the casino? My email address is petra.h@casino.guru.

Thank you very much in advance.

Best regards,

Petra

Dear Mucki,

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.

Good morning Petra, the account has now been closed. However, the refund is still pending. Unfortunately, I first have to reactivate my email account to forward the information. Apple needs a few days for that. I will get back to you with the information as soon as it's available.

Guten Morgen Petra, das Konto wurde mittlerweile geschlossen. Allerdings steht die Rückerstattung noch aus. Blöderweise muss ich mein email Konto erst wieder aktivieren um die Infos weiterzuleiten. Apple braucht dazu einige Tage. Ich werde mich dann umgehend mit den Infos melden.

Dear Mucki,

Thank you very much for the update. We will keep this complaint open until you confirm that your issue has been successfully resolved. Please keep me informed about any further developments.

Dear Mucki,

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.

I haven't received the refund; the problem isn't solved.

Ich habe die Erstattung nicht erhalten das Problem ist nicht gelöst

Thank you for your reply and for providing the previous details, Mucki.

I’m truly sorry to hear that your case is not progressing in a positive way.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Mucki,

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.

I have already sent everything else I have.

Ich habe bereits alles was ich noch habe geschickt

Dear Mucki

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 Igor (igor.p@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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Mucki,

I am so sorry to hear about your problem with the PalmSlots Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a PalmSlots Casino representative to join this conversation and participate in resolving this complaint.

Dear PalmSlots Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the 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’ which may negatively affect its rating.

Dear Igor,

As already noted and previously stated by the customer in the forum thread, the player’s account was closed within a few business days in line with our Terms and Conditions and will remain so.

In view of the above, no sufficient grounds for a refund have been identified based on the information currently available.

Best regards,

PalmSlots Casino

Dear Mucki,

Could you please clarify when you requested self-exclusion for the first time?

Later, according to one of your messages in this thread, your account was closed on 25/11. Is this date correct?

It is important for me to know the exact dates and the time frame of how long it took the casino to close the account.

Additionally, feel free to share any screenshots, documents, or other evidence regarding this complaint.

You can either send me an email (igor.p@casino.guru) or post it in this conversation as an attachment.

Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Hello, I requested the closure before November 13th and followed up again on November 13th. I have also added two screenshots.

Thank you for your efforts

Hallo, ich habe bereits vor dem 13.11 um die Schließung gebeten und am 13.11 noch einmal nachgefragt Ich habe noch 2 Screenshots hinzugefügt

Danke für eure Mühe

Dear Mucki,

In the screenshot above, your VIP manager informed you that you have to reach out to support, since the VIP section is not handling self-exclusion requests.

Could you please clarify whether you did so?

Good morning, in the second screenshot you can see that I already wrote that I had done that. I only contacted the VIP manager out of desperation because support hadn't responded to my request. Best regards, Kirsten

Guten Morgen, in den zweiten Screenshot können Sie sehen das ich geschrieben habe das ich das bereits gemacht habe. Ich habe mich lediglich bei dem vip Manager aus Verzweiflung gemeldet da der Support nicht auf meine Anfrage reagiert hat. Lg Kirsten

Dear PalmSlots Casino,

Could you please confirm that the player’s first self-exclusion request was made on 13/11 and that the account was closed on 25/11?

Additionally, could you please provide us with all of the player’s deposits made within this time frame?

Thank you in advance for the provided information.

Dear Igor,

Please be advised that for a player to be excluded due to gambling addiction, a properly formatted request must be sent to customercare@palmlots.com.

In this case, the player submitted their request to an incorrect team. As you understand, such requests are delicate matter and there is a technical time to be processed. However, the player's account was closed on 18/11/2025, and they received confirmation. Their request was processed within a few business days, and the account will remain closed.

Best regards,

PalmSlots Casino

Dear Mucki,

Could you please clarify whether your account was closed on 25/11, when you wrote the message in this thread, or already on 18/11, as the casino suggested?

Unfortunately, I can no longer say for sure. But the first request was from November 13th, and given the known gambling addiction, I find even 5 days unacceptable.

ich Kann es leider nicht mehr eindeutig sagen. Aber die erste Anfrage ist vom 13.11. da finde ich bei der Tatsache das eine Spielsucht bekannt ist auch 5 Tage eine Zumutung.

Dear Mucki,

According to the casino’s previous message and the rules in their T&C, the player must contact the casino via a dedicated email address.

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from palmslots.com, he/she needs to contact us on the following email address: customercare@palmslots.com.

In the email you provided, your first request was sent to this email address on 15/11.

Was there any earlier attempt to request self-exclusion via this email address?

On November 13th, I contacted VIP support and the customer address with the explicit request to close my account.

Am 13.11. habe ich den vip den Support und die Customer Adresse angeschrieben mit der eindeutigen Bitte meinen Account zu schließen.

Dear Mucki,

Could you please clarify when you first requested self-exclusion via the customercare@palmslots.com email address?

Could you also share the screenshot of that request?

The screenshot above only shows your request sent to a different email address.

That was on November 13th, and the requested email address was in the distribution list. However, it only appears as a thumbnail. If I click on it, you can see the full address.

I'm adding the screenshot again.

Das war am 13.11. und im Verteiler war die geforderte Emailadresse dabei. Allerdings erscheint sie nur als Palmslots. Wenn ich sie anklicke sehen sie die vollständige Adresse.

ich füge noch einmal den Screenshot hinzu.

Dear Mucki,

Thank you very much for your quick response and cooperation.

Dear PalmSlots Casino,

Could you please share the details of the player’s deposits made from 13/11 until the account was closed?

Dear Igor,

As outlined in our previous correspondence, self-exclusion requests must be submitted exclusively to the designated email address: customercare@palmslots.com. Self-exclusion is a sensitive and delicate matter, and such requests require additional attention and care. As a result, this process is streamlined to ensure that each request is thoroughly reviewed and that customers are supported to the best of our team’s abilities.

Given the sensitive nature of responsible gaming and gambling-addiction matters, self-exclusion requests are treated with the highest priority. However, the required review procedures may result in additional processing time. The use of different email addresses helps ensure timely player protection and more efficient handling of cases requiring urgent attention.

Considering the above, the player seems not to have approached the correct team or address. When customers are dissatisfied with the services provided, they typically contact the Customer Assist department, which handles account closure requests received at customerassist@palmslots.com.

As part of this review, we conducted internal checks and were informed that our dedicated team did not receive any self-exclusion requests at their designated email address. Consequently, the department was unable to take preventative action under the Responsible Gaming framework. Given this, the player has never approached the designated team, even though you have guided them to do so. So far, it seems to be an attempt to take advantage by twisting the events it their favor.

Furthermore, the player’s account was closed. Mainly because they requested an account closure and not a self-exclusion, after their email was submitted to the Customer Assist email address and was therefore processed as service-related account closure requests.

While we strive to support each player who is facing challenges, considering the breakdown of events, all this left us an impression like this is a strategy to recover their loses from a previous activity, long before providing any responsible gaming indication, and so far we cannot find grounds to support such a request to retrieve amount listed in this thread. 

Best regards,

Palmslots Casino

Dear Mucki.

When did you make your first self-exclusion request that was not sent to multiple email addresses at the same time?

Am 13.11.2025

Due to the lack of response and conflicting information from live support, I used all the email addresses I knew to be on the safe side. It shouldn't matter whether the email was also sent to VIP or support, since the customer assistant was already on the distribution list.

Ich habe aufgrund des nicht reagierens und der unterschiedlichen Aussagen des Live Supports alle mir bekannten Emailadressen genutzt um auf Nummer sicher zu gehen. Es sollte doch auch irrelevant sein ob die E-Mail zusätzlich an den vip oder den Support gegangen sind denn der Customer assist war ja im Verteiler

Dear Mucki,

When requesting self-exclusion, the player is always advised to send a single email to one address only. Sending an email to multiple addresses at once may not be processed correctly by the casino’s system.

However, even though you made your first self-exclusion request on 13/11, your account was still closed within a reasonable time frame.

In the best-case scenario, the account would be closed immediately, but the time it took the casino to close your account is, according to our policy and point of view, acceptable.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor