Palms Bet Casino - Player’s account has been blocked.

Hello, I have a locked account for 4 months, for the fact that I have made a deposit with third party debit cards. I have repeatedly apologized for the violation and sent the requested documents. I did not receive a reply as a follow-up email. And so for several months I apologize in the chat because they do not respond to my emails or phone call requests. Not once, 4 months. .. SO .. I have a locked account .... but another account of my girlfriend was UNLOCKED, despite the available deposits with the SAME DEBIT CARDS, No documents required and no problems. As for that, I have Evidence in black and white. This is my pathetic story with palms bet and their selective attitude, is Excuse me .. Once again ..

Dear ЕВГЕНИЯ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.palmsbet.com/bg/pages/deposits-withdrawals/:

„The name and details of the account holder must match the registered name of your PalmsBet account. If this is not the case, the player's access to his account will be restricted and verification documents requested."

Please understand that these rules have been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card, but this was not the case.

If I understand correctly it was you who has placed a third party deposit, not your girlfriend, is that correct? That would explain why only your account has been blocked. Could you please advise if any winnings have been confiscated from that third party deposit or it has been lost?

Looking forward to hearing from you.

Best regards,

Petronela

No, it's not. My account and my friend's account are deposited from third party debit cards with the same data. That is, we have both deposited from the same card. Subsequently, her account was blocked, and mine did not require documents, which I sent, but it was blocked again. This is the difference and the wrong attitude on the part of palms bet. To add about the money in my account in palms bet BGN 300 are earned from a deposit through a cash terminal. As before, I have not had a problem with withdrawals, even with a deposit with a third party card.

I’m truly sorry, ЕВГЕНИЯ, but I still don’t understand the issue completely. Who’s the owner of the card used for deposits into your accounts? Thank you in advance for the clarification. 

Sorry, I will try to explain again. Palms bet locked my account as the reason is a deposit through a third party card. I sent an email with verification documents, but I haven't had access for 4 months. I apologized many times. At the same time, my friend's account was also locked due to a third-party debit card deposit. In both accounts, deposits are made with this debit card. Then my friend's account was unlocked without verification. Username: Denitca, name: Denitsa Nikolaeva Zheleva. And mine, no.

The winnings in my account are from a deposit through a cash terminal on May 26 or 27. From the deposit with a third party debit card, I have no profits and they are from before.

I understood that you have made a deposit into your account using a card of someone else, is that correct? I still don’t know who’s the owner of that payment method, please clarify. All those funds have been lost.

Afterwards, you have deposited through a cash terminal, accumulated winnings and your account got blocked and never reopened. I would like to know if the owner of the card which has been used for depositing is your friend whose account got reactivated after a while. Looking forward to hearing from you. 

The cardholder is my ex-boyfriend. To have no profits from these deposits.

You misunderstood me, automatic translation is bad. I will write everything again in english

Could you please mark yes or no next to the following ones?

-         You and your friend, you both have deposited using a bank card of your ex-boyfriend.

-         All that money has been lost

-         Afterwards, you have deposited through cash terminal

-         Your account has been blocked and winnings from cash deposit retained inside the account

-         Does your ex-boyfriend hold and account in the same casino?

• yes
• yes
• yes
• yes
• no

I understand your point, unfortunately, I’m afraid you are not entitled to your winnings since you have breached depositing rules previously.

Could you please advise how much you have deposited through a cash terminal?

Dear ЕВГЕНИЯ,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

10 BGN

Would you like to proceed with this case and try to receive a refund of your last deposit? I can’t promise anything. Sadly, that would be the only amount you might be entitled to, if ever, since the funds have been deposited through a cash terminal and your account was later rightfully blocked. Looking forward to hearing from you.

It may not be clear what my complaint is. I will say it in two words: I think Palms Beth treats me, my friend, differently for the same violation.

I don’t have an explanation for different treatment, as I don’t know all the details of your friend’s case. From all the information that you have provided in this thread, I would say that the casino had all the right to confiscate your winnings. Please let me know if you would like to proceed with this case and try to receive a refund of your last deposit?

Dear ЕВГЕНИЯ,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.