Palms Bet Casino - Player disputes losses and requests a refund.

Hello! I've been playing at the casino on palms.bg for a year, and have lost a substantial amount of money in just the last month and a half without winning anything! I'm begging you, please help me get my money back!

Dear stelcheto, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance. 

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me at veronika.l@casino.guru if there is anything else I can do for you regarding your complaint.

Best regards, 

Veronika

I have lost more than the contested amount of BGN 3,000. I should be compensated. Apparently, I need to contact a lawyer to initiate the case. Thank you

Could you please advise if you requested your gaming history from the casino and will you send it to us? I apologize, but if we do not collect enough evidence from you, we will have to close this complaint.

I was waiting for you photos from my online banking. Not even all of them, so you can see how serious it is and I'm right!

The screenshots you provided demonstrate the funds you deposited into the casino, which is helpful. However, I specifically requested the gaming history in Excel format, which can be obtained directly from the casino. This comprehensive record details all your spins, indicating both wins and losses.

Additionally, it's important to understand that the decision to deposit funds into your account rests solely with you, and we cannot compel the casino to refund the money you used for gameplay.

When you receive your gaming history, please forward it to me. My email address is veronika.l@casino.guru.

Dear stelcheto,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.