Palms Bet Casino - The player struggles to verify.

Hello, the first time I tried to withdraw from palmsbet, I was asked for additional documents, although my account was verified. After a claim for a utility bill, I explained to them that I did not have one in my name, so I provided the following materials requested by them:

1. ID card photo next to my face

2.Photo on a sheet of paper with today's date next to my face

3. insurance of prev. means with clearly visible date and address

4. photo of debit card on both sides

Now they want an up-to-date copy of a certificate of current address, which for me is a mockery, it is related to a visit to another institution and time that I do not have. Registering on such a site is a kind of entertainment, but the only entertainment is my back at the moment.

Hello Георги,

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.

When exactly did you verify your account in the past? Did you ever process a withdrawal from this casino before? Did you use any bonus to accumulate your current winnings?

Please note that you won't be able to withdraw unless you provide the documents requested by the casino. If they asked for it they must have a reason and unfortunately you can't skip it if you want your winnings. I can only recommend to follow all of their instructions.

Looking forward to your answer.

Regards,

Nick

Hello, I have a profit that I want to withdraw and it was not won through bonus funds. I agree that I have to follow all their instructions, but I have accounts in other casinos and I have been verified without these additional documents and games that they want from Palmshit. Currently, the next document is a certificate of current address, this is related to time and fees, which in no way prove the origin of the funds, provide them with a bank statement + civil liability, which were overstated. I can't understand why they didn't want such documents when I deposited, I still made 3 deposits with a total value of BGN 700, if they wanted them I would immediately refuse to use their funny site.

Hello Георги,

The verification usually takes time at the time of the withdrawal not when depositing. We however always recommend to verify your account before even depositing in any online casino as it makes the withdrawal much easier better. In your case unfortunately there is no other way than just provide them all the documents they requested. The KYC is different in almost every single casino and believe it that there are some much more strict and weird requests for verification in some casinos.

Hello,

see there is no problem, I will provide them with the necessary documents, still have more rights than users in this funny country. The problem is that I always verify an account before a deposit, and I was verified, but on the first attempt to withdraw, the account became NOT verified. I provided a bank statement, which clearly shows the address and origin of the funds, but they overlooked it, then provided them with a citizen. responsibility for the vehicle my property, again clearly visible address. But they asked for a certificate for the current address, this in itself is a mockery, through it they would stop the origin of the funds and these are their words ..... complete nonsense, but I understand, as I said, they have more rights than us consumers. Thank you though for the help, I wanted to reach more people and verify complete before using any betting site. I separately filed a complaint with the National Revenue Agency to see what they will do.

Hello Георги,

Could you please forward your communication with the casino to nikolas.b@casino.guru? What was exactly the casino's problem with the documents, did they specifically point out anything?

Hello Георги,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Dear Георги,

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.

reject it, I have filed in e.g.

The complaint will be now rejected on the player's request.