SlotsPalace Casino - general discussion

If you want to discuss anything related to SlotsPalace Casino, such as its games, bonuses, payment methods, issues with your account, responsible gambling features, or anything else, you can do so here.

Help me close the account on this site, I tried several times to close the account, I asked the support who sent me to send an email, I did everything but they don't want to close my account.

They are scammers, my lawyers and I have filed a complaint with the Amms to have them blocked.

They do not respect anything of the Italian jurisdiction, responsible gaming deposit limit, a thousand excuses to process and pay a winnings.

They must disappear from Italian search engines, I have now made this commitment with my lawyers.

I'm sorry to say that we can't directly help you close your account in the casino.

Normally, I would suggest submitting the complaint, but if you are already in touch with the authority and the layer, I guess that we are not capable of doing anything above 🤔.

For how long do you struggle to close your account?

I've been struggling for a week

I sent an email to the European institution, explaining the bad practices of this casino, they should intervene in days.

All certified by videos and copies of emails and support chats, in days they should be banned and blacklisted by the Italian jurisdiction.

The Italian monopoly is moving in this way.

They think they can do as they please, but I blow up the license in Curasao as well.

I'm afraid that banning a casino from Italian jurisdiction won't take day, but rather months or years. Also, they're not going to ban it because you've been waiting a week for the account closure. Of course, when you ask them to close it, I'd expect they should close it within a reasonable timeframe. That shouldn't be longer than 48 hours.

I also read your review on the casino and it seems you also had some issue with the withdrawal, so maybe they didn't want to close your account yet. Do you still have some balance on the casino account? Some casinos don't close player accounts if there's any remaining balance.

Daniel my remaining balance is 8 cents which equals the value of the aforementioned casino.

I don't even reply to emails, the way to operate is this.

But I will do everything to get them put on the black list.

They think all customers are chickens.

This story has to end, in the game you lose in the long run and I am aware of this, players must be treated with respect, my first punishment for the casino will be to close my account so they will lose a 5k deposit player.

Withdrawals have never been able to make them only to process a withdrawal they say it takes 3 working days, then the account verification starts, then problems with the bank start, moral of the story 15 days go by. Obviously a gambler doesn't wait a month for a withdrawal, and here's the aforementioned casino game.

Off-market rules and terms and conditions.

We also found that the casino's terms and conditions are very unfair, though I'm not sure whether withdrawal rules are included. I hope that you'll find a better casino, more suitable for you.

I played over 1000€ in this casino. I won around 1500€ an after the withdrawal request nothing. I sent several messages with customer support. After a week they told me that my account was closed because it's a duplicate. I asked for an explanation. I imagine that since my brother and me share a card that was the reason but I was given no explanation. What can I do

I would like to add that account was closed when I asked for KYC VERIFICATION in order to have papers at the ready. Literally no warning and only after I played a lot of Money. Everything is fine as long as you pay.

Hello,

So, you and your brother were using the same card to make deposits in the casino, am I right?

Sadly, this is quite a common rule you both breached. Never use someones else's payment option because if you do, the casino sees that as a fraud, as you now find out.

You missed mentioning this fault in the complaint. Hence I will update Tomas.

Furthermore, casinos intend to protect themself against bonus abusers. Normally, creating multiple accounts within the same household or using the same IP is against the rules. We disagree with such a practice simply because each case should be considered separately. The crucial point is whether the player/players gained an unfair advantage over the casino by creating multiple accounts or by playing in one household. To be honest, forbidding the players to create accounts within the same household is quite a bad decision because no one even knows who else from the whole household possibly plays in any casino.

Your case is different in a few aspects, but surely Tomas will help to find a fair approach.

Dear Radka ,

Thank you for you kind answer. I went through terms and conditions and also confirmed with my brother that he has an account in another casino belonging to the same group. In case name of the casino is needed I can provide. My cousin on the other hand did have an account in this casino but it was blocked ( as I mentioned upon his request) in July 2022. With my cousin we have the same first and last name which might be weird but that you can blame on our parents. My question now is this: You have two accounts, one that has been blocked half a year ago and one that was created fairly recently. Is there a chance those can be considered duplicates? And in the case of me and my brother, can that be considered a case of duplicate accounts? If yes shouldn't I be provided more info by the casino? And why was the check not made during deposits ( since we shared the payment method) and only after a lot of money was deposited and only after the withdrawal request? In terms and conditions it says that in case of duplicate accounts all transactions are considered void. Does that mean that my deposits are considered void as well? Sorry about the long email but I am at loss here. I repeat that the only bonus used was the welcome bonus which was lost. All the gains were a result of a normal deposit with no bonuses. I appreciate the help. If needed I can also sent the chat transcripts with CS where I was told that I would be reimbursed for my withdrawals but no action was taken after that.

Dear geosummoner02,

The casino may have a different opinion about what is against its terms, but we always intend to enforce what is fair. That's why I mentioned that each case should be handled separately and all aspects should be taken into the consideration. I believe that the basic info can be found among other casino rules, but I agree it can be a trap for regular players. So, again the casino should decide whether those accounts were created in order to abuse bonuses or to gain an unfair advantage.

Furthermore, I do not know a single casino that verifies a player's account before the deposit is made. Surely most players would go to a different casino where they can deposit and play instantly. Each player confirms the acknowledgment with the rules the moment the registration is done, players should really read all terms and conditions to prevent future issues. 🙁 Meaning if you read that the casino forbids using the same IP or players from the same household, I would enter the chat and inform the casino that I live with e.g. 6 family members, hence I have no clue whether some of my relatives play in this casino using the same IP. Then make a printscreen showing the answer🙂 - not ideal, I know. You have this experience now, and I feel that such an approach can spare you further complications because we do not live in an ideal world such precaution can help a bit.

What do you think?

I have been withdrawing since 2/16/2023 and still haven't received the money

Hello,

I guess it would be best to quote from your complaint now:

"...please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you."

Let's hope further help won't be needed 🤞

To begin with, with a 100 deposit + 100 bonus, I had to make a turnover of 14,000 euros so that the amount would go to the real balance as they say. I am worried about the withdrawal because I read many complaints in the 2-3 week processing phase and others that they were lost (no I know how many are true) but is identification mandatory for withdrawal?

Hello!

Congratulation to wager such a sum! I think you should calm down a bit. Check out the casino's reputation and complaints - by clicking this link. It's actually not so bad, not a single unresolved complaint. 🙂

Have you already passed the verification? If not, I would focus on that for now.

Good evening, for the past 25 days I have been trying to withdraw 500 euros at slotpalace, I have done the normal identification, but every time I withdraw, 3 days have passed and they cancel it on the grounds that it was a problem with some provider, can someone help me?

Thanks

Hi, I'm sorry you're having problems with the casino. I thought you opened a complaint, which is a good step in this case. 

Regarding your withdrawal, have you communicated with the casino about it? Did you try to ask exactly what the problem was ? I think it's been too long for the casino to explain to you what precisely is going on. 

Since you have filed a complaint, it will be important for Nick to have the information he needs to move forward. 

However, for now, we have no choice but to wait and see if we get any useful information. If the casino responds, or if you find out something new, don't hesitate to let us know.

I hope this case turns out well and I wish you the best of luck.

Do not play at this casino. It's been over a month and still I cannot complete the verification. It's laughable, they always ask me for new documents. I have done verification to many casinos and I've never seen anthing like this. Now they ask me to send them all of my transactions within a month. They just have no intention of giving me my money.