Palms Bet Casino - Player struggles with complicated verification process.

The issue is that I've been a customer at the casino for 5 years and recently they asked me for additional verification. I've sent them everything, multiple times, but they are dragging it out and asking for things I don't have - a utility bill.

I'm sending them the certificate from the municipality, and yet they still request a utility bill.

Additionally, every time they want something, they wait 48 hours to change my status on the site and they don't even send me an email.

When I joined the chat, they closed it three times without giving me an answer or connecting me with a manager.

This has been going on for 2 weeks now, and it's not about the small amount of money, but the principle, that you rate this casino as number 1 and that it's secure!!

I don't agree with this and if you really care, help me to get verified, I have all the necessary documents in excellent quality and I've already sent them to them 2-3 times.

They are just stubborn and I don't know why?

I cannot accept that they are number one on your site!!

I regularly recommend you to friends who ask me where to play.

Now I'm stopping because I don't want them to suffer just because they saw Palmsbet in first place and decided to register and then get upset at me afterwards!

With your assistance, I am ready to contact them. They are not responding to me and are not letting me communicate with someone in a responsible position.

Please help, or simply write that they are not up to standard and not a secure site!!

Hello zhivkochalakov,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Palms Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Zhivko!

We inform you that all official opinions regarding your verification are visible only in the Verification menu.

If you have any questions or problems, you can contact us at any time via Live chat, email address support@palmsbet.com, via the contact form on www .palmsbet.com or by phone 0700 45 700.

Regards,

the PalmsBet team

This was the last email, before that I asked for clarification on exactly what they wanted.

I have a selfie waiting, even though I was rejected 2 times, even though I sent the same ones to other sites and they accept them, they just, as you can see, ask for new ones again and again.

And you saw how they behave with me by email, is that helping?

There are dates on the photos, the email is from

from:"support@palmsbet.com" (support@palmsbet.com)

date:

29.10.2023 18:47

In addition, I have sent an address registration from the municipality, which I cannot understand why they do not accept it, they continue to demand utility service, which is impossible. In the chat they told me to send a tax from a car, but there is no address visible on it. I'll send them, but it's pointless!

Hello Zhivko!

We inform you that you have attached the photos on 25.10.2023. at 11:33 a.m. It hasn't been 48 hours since you uploaded your photos.

This email was sent to me at 9:50, an hour and a half before the 48 hours were up, they are correct, but is this the attitude? I'm adding it just to show you their take on the issue.

After every attached photo, I wait 48 hours, no less.

They are right, but my problem is that they are in 1st place on your site, which we expect to be objective!!

These are the photos that I was rejected today!!

This is for I don't know which time.

Do you think I'm hiding something or it's not read???

There is no way to write that they are a safe site and are your number one!!!

No email, nothing!!

Status - all four ends to be seen.

Is this a correct attitude?

Please be objective, you deal with such problems, a few years ago you helped an acquaintance of mine, to whom I recommended you, now I need your help.

Write them insecure and I will be calm!!!

And as always, photos sent on the 29th, reply on the 31st...

Hello. You haven't answered me yet, and since then I have once again sent an ID card which they approved, now they again want a utility service that I can't present and they are still 2 days late with the answers!

"Hello Zhivko!

We inform you that it is necessary to familiarize yourself with what type of utility services are available on the Internet. You do not need to own a home to provide us with a utility service. "

This is their answer when I asked them what kind of utility service I should provide, given that I don't have my own home 🙂

I have sent them a phone bill with an address on it, it is not enough for them, a certificate from the regional office for a permanent address, and it is not enough for them ???

Thank you Zhivko for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Zhivko,

I've just reviewed your case and am very sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Palms Bet Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the issues in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Regards,

Tomas

I can't understand why! Last nagging about utility service to prove address I guess.

I have presented them with a certificate from the municipality for a permanent address with a signature and stamp, as well as a phone bill and an original invoice from myvivacom that shows the same address.

They don't even tell me what else I can send, you see how they responded to let me know what other utilities are out there on the internet, but they don't tell me what they will accept, because the ones they describe I can't present without owning my own home.

Maybe the reason they get angry is because I was rude to them at times in the chat, because you know it's very strange and it's normal to get annoyed by such attitude. I have no other explanation, but they close my chat without giving me an answer as to what to do and I'm getting nervous.

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.

Since I see that they will not answer, I will take this opportunity to add something. I started talking to acquaintances on the subject and came across an acquaintance who, after many arguments, demanded a personal meeting with him in Sofia!

As you can see from the photo, for BGN 260, they want the boy to go to Sofia, with whom will he cover the expenses!!!

Write that they are not a secure site, at least let people know. They keep demanding things from me, I stopped bothering, I thought they would join in for a normal conversation, but apparently they don't care and no one can say a word to them!!!

Please bump their rating and write them insecure, otherwise I can't trust you either!!

Dear Zhivko,

Unfortunately, it seems that no progress has been made with your verification. Without cooperation from the casino, there is very little we can do to resolve this issue. As a result, we must close this complaint as unresolved, which may negatively affect the casino's rating. We understand that visiting the casino's office in person to provide your documents and cover the travel expenses yourself is not an ideal experience for you as a player.

I recommend you consult the gambling authority that the casino is regulated by and try to achieve a better result (infocenter@nra.bg).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru