The player from Germany had deposited €100 into the Palmslot casino using online banking, but the funds were not credited to his casino account despite the transaction being marked as 'pending'. The player had contacted the casino's support chat three times, but only received advice to wait and had not received any email confirmation from the casino. The player had threatened to file a criminal complaint for fraud against the casino's payment provider, NEW ERA CYPRUS LIMITED. Despite having VIP status at the casino, he had received no assistance from his personal VIP manager. We had advised the player to forward the payment confirmation from their provider to the casino and wait for up to a month for the missing deposit to be credited. The player later confirmed that the issue had been resolved and the money was credited to his casino account.
PalmSlots Casino - Delay in player's deposit credit at casino.
Amount: €100
PalmSlots Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
Hello,
I made a deposit today, on 31.01.24, at Palmslot, amounting to $100!
I deposited using ONLINE BANKING INSTANT PAYMENT and the deposit process went smoothly.
For hours, the deposited money has not been credited to my account at Palmslot.
In my transaction list, the status still reads: PENDING!
Proof of deposit at the casino: #7378428533401684751
I have already asked twice in chat, and each time I'm told to wait, as some deposit methods always take a bit longer.
It's clear that the Chat Support can't offer any further help, apart from telling me to wait.
In the chat, I uploaded a screenshot as proof of my $100 deposit on 31.01.24.
Proof of my deposit is there at Palmslot, but a credit has not been made on my casino account.
The money was debited from my bank account within a few seconds.
Evidence is available (e.g., a screenshot).
However, the credit at Palmslot takes hours...or even longer (possibly days).
An email confirmation of a deposit from Palmslot has not been received even after hours.
If Palmslot does not book the deposit as credit, I want my money immediately returned to my bank account.
I can't afford to give away money.
Note:
The deposit of $100 was from my bank account.
This deposit was WITHOUT a casino bonus.
So either I get $100 credited or refunded to my bank account.
Note for Casino Guru:
I can't upload attachments here, not as a single file nor as a PDF file!
Regards,
MrW
Dear HerrW,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
Hello,
a mistake: it is NOT 100 US dollars, but 100 EURO (Germany, Europe)!
The casino's payment provider made the debit and not my bank.
The casino payment provider received my money from my bank but did not credit it to the casino.
The casino says that the payment is pending despite my deposit.
Then the casino's payment provider (NEW ERA CRYPRUS LIMITED) simply holds my money.
It's not my bank's fault.
I will inform my bank about this and file a criminal complaint for fraud against the casino's payment provider.
If the casino commissions dubious payment providers to make the players' deposits, the casino is also dubious.
I have now contacted the casino (chat) for the 3rd time and written that I have filed a complaint with Casino Guru.
But the chat support employee is not interested and writes that he will not comment on the opinion of Caino Guru employees... because everyone has their own opinion.
Nobody at Palmslot wants to comment on my complaint...and the Palmslot employee can't find my complaint.
I sent him the link to my complaint here... but that's too complicated for the casino employee.
Untrustworthy.
greeting
MrW
Update 02/01/24 at 1:15 p.m
Further contact with the live chat didn't help either.
My money (100 euros, Germany) was not credited even after 24 hours.
The chat support keeps telling me to wait.
I would like to mention something else.
I've been playing at Palmslot for a long time and have achieved VIP status.
I actually have a personal VIP manager at Palmslot who is supposed to always be there for me.
This VIP manager no longer contacts me at all. That's what he should actually do in a case like this.
And now when I click on my VIP status symbol, only the error message appears:
ERROR 404 - PAGE NOT FOUND
Something is wrong here, in this casino!
Dear HerrW,
Please be sure to forward the payment confirmation from your provider to the casino as soon as possible and note that it might take up to a month a credit a missing deposit depending on multiple aspects.
Let us know in case of any update.
Hello,
The matter has now been resolved and the money has been credited to my casino account.
My complaint can be closed as resolved.
I would have contacted you a few days earlier, but I was on vacation.
greeting
MrW
Dear HerrW,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
