Palms Bet Casino - Player’s account has been locked due to verification issue.

Palmsbet Casino has locked my account with an amount of 5000 BGN because a deposit was made some time ago with a foreign card that was not verified at that time.

Dear tonitkata,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Palms Bet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was the card used for the deposit yours?
• Since when are you a player of this casino and when was the deposit made?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

If a deposit was made with a foreign card in April, which card was sent to them, the profit is from 20.07. and the justification for closing the account with BGN 5,000 is a past deposit, I've been playing at Palms Bet for a year.

Player's message:

The card is my girlfriend's and was deposited with her permission , the deposit was made in April and the winnings are from 20.07.24 and verified in palms bet I have been playing for a year in palms.

Dear tonitkata,

I have checked the terms and conditions of the casino, and this is what I found  https://www.palmsbet.com/bg/pages/casino-rules/

(10) The name and details of the holder of the payment card and/or the account from which deposits and withdrawals are made must match the name given by the User during registration. 

(11) When withdrawing funds, the client is obliged to provide the necessary documents for each of the deposit methods used. The deposit method must match the withdrawal method. Each of the methods used must be verified.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

And you are some funny people, you don't even read what is written to you

I am sorry you feel this way, tonitkata.

By using someone else's payment method, you won't be able to verify it. Unfortunately, a third party's consent isn't relevant in cases such as this. The rule to deposit using your own money in any online casino is a rule you shouldn't breach under any circumstances, otherwise, you'll face a similar issue.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.