The player from Germany experienced a technical problem while playing a specific slot machine. We ended up rejecting the complaint because the casino let the player finish the wagering of the bonus with unchanged conditions.
PalmSlots Casino - Player experienced a technical glitch while playing.
Amount: €5,000
PalmSlots Casino
Safety Index:Below averageSafety Index
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5.3
PalmSlots Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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2 years ago
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Dear Palm Slots Team,
I have already described my case in the chat and have now decided to file a complaint because my patience is at an end:
On 12/06/22 I won the 5000 EURO jackpot in the game "King of the Jungle - Golden Nights Bonus". From the start, the win was only visible in the game itself, not in any other game and not in my account. I went into the chat, described the problem and uploaded screenshots when requested. After 3 days without a response from the casino, I wrote an email to support and received neither a confirmation of receipt nor an answer. I sent numerous reminders as a result, almost daily. At the same time, I was in the chat several times and was always put off. On November 27th, after 3 weeks (!), the casino informed me by email that the problem had been solved and that I could close the open games in the game. I couldn't remember having any. But OK. When the game was called up, the credit was 5000 euros, but not in the account. After the games ended, the balance was ZERO again. I send on 27.11. so again screenshots to the casino and explain that the problem is apparently not solved. On 11/30 I get the same answer via email that I already had, namely that I should close the games and send screenshots and what browser I'm using. Quite annoyed, I reply that I had already done that and that there were no games to finish and I send all the screenshots again. I call the browser once again (Firefox). After talking to CasinoGuru in chat, Radka advises me to shoot a video to show that there are no open games. Thank you again! So I'll shoot a video and email it to PalmSlots on 12/2/22 at 2:07pm. On 03., 04. and 05.12. I send reminder emails and set a deadline until yesterday, December 5th. If the 5000 EURO is not credited to my account by then, I would file a complaint with CasinoGuru, which I hereby do.
Additional info: Since I couldn't upload the screenshots, I converted them into pdf's and uploaded them. Unfortunately I could not upload the video here due to the file size. I'll be happy to send it another way if that's possible. I can also send the screenshots in jpg format if necessary.
Many thanks for your help!
Many greetings
Eveline R********
Edited by a Casino Guru admin
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2 years ago
Dear Eveline,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history and supporting evidence to petronela.k@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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2 years ago
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Hello Petronela,
Yesterday I sent the documents to the email address you gave me.
Best regards
Eveline R********
Edited by a Casino Guru admin
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2 years ago
Thank you very much, Eveline, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Eveline,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite PalmSlots Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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Hello Peter, thank you for your message.
I'm very happy, I announced the complaint and I'm curious.
Best regards
Eveline R********
Edited by a Casino Guru admin
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2 years ago
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Hi Peter,
amazingly the attached email arrived from PalmSlots today. I only saw it now because it ended up in the spam folder. Have you contacted PalmSlots yet?
I will write again that given the delay and hassle I would have expected more accommodation than the payout according to the bonus rule. It probably won't help, but my last deposit was without a bonus. Of course, there was still bonus credit on the account and it is clear to me that they can refer to their regulations. Do you see an opportunity here? Anyway, I'll try.
Thank you very much for your help and I look forward to your message.
Many greetings
Eveline
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2 years ago
Hi Eveline,
The casino was notified about the complaint and I also gave a casino rep a nudge on Skype. We need a statement from the casino first to make any progress here.
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2 years ago
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Hi Peter,
Thank you for your quick action. Here is the text of the email:
Michael M (...)
Dec 7, 2022 at 12:00 GMT
Dear Eveline,
please excuse the delay.
We have received feedback from the game provider regarding the status of your stuck round and it has been determined that your winnings have indeed not been credited.
We have created a personal bonus for you which matches the settings of the bonus promotion you have claimed and we have credited your account with 5000 EUR as bonus funds.
As the bonus you claimed was 40 EUR and the maximum bonus wagering of the welcome bonus is 10 times the deposit amount, you can cash out a maximum of 400 EUR of the received bonus.
Should there be anything else, we are at your disposal.
I replied yesterday as follows:
Thank you for your message. After 4 weeks it would be determined that the profit was not credited. It is incomprehensible that it took so long.
Given that and all the hassle, I would have expected you to be more generous with the bonus policy in terms of payout. I am of course aware that you can invoke these rules. Given a profit of 5000 euros, the prospect of a payout of 400 euros after all this hassle is disappointing.
Please also explain to me which wagering requirements apply to this €5000 bonus.
It's amazing that the email apparently came immediately when you contacted the casino 😉. Of course it's nice when you can play with 5000 euros, but if I win a large amount again and can only withdraw 400 euros, that's great that's no fun. Of course I won't play there until the matter is resolved.
I am particularly curious what PalmSlots writes about the bonus.
Thank you + best regards
Eveline
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2 years ago
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Hi Peter,
there is another strange action from PalmSlots. I just logged in to see if the bonus is actually there. After logging in, a popup appeared that my account had been credited with a bonus of EUR 5000. So I click on ok and the amount can be seen for a very short time, then another popup appeared: "Oops, the bonus seems to have expired, good luck next time". Unfortunately I don't have a screenshot of the nonsense. Anyway, my account is now back to 0. It's unbelievable!
Many greetings
Eveline
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2 years ago
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Hello,
I have a message in my Palmslots inbox saying the bonus could not be converted.
I hope you can see it. If not, the message from 08.12. reads:
"It seems we are unable to convert your bonus campaign at this time. As a result, all of your virtual balance and winnings will be forfeited. Best of luck next time!"
The bonus was as said on 07.12. created:
"A bonus of €5000.00 has been added to your account. Good luck."
Many greetings
Eveline
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2 years ago
Hi Eveline,
Thank you for the updated. I will try to find out what's going on.
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2 years ago
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Hi Peter,
many thanks for your help!
Many greetings
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2 years ago
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Hi Peter,
After I didn't give up, I got the following answer today:
Dec 13, 2022 at 5:20 p.m. EET
First of all, we would like to apologize for the delay and the inconvenience caused!
I'm happy to report that the mentioned bonus has been credited back to your account.
Should you require further assistance, please do not hesitate to contact us!
...
and here is my answer:
Hello Nico,
OK thanks. I hope he stays on it too; when i log in.
And what about the wagering requirements? due to the enormous delay and hassle, it would be very customer-friendly if there were no or very favorable wagering requirements and I could withdraw at least 2500 euros. ...
I look forward to your news.
Many greetings
Eveline
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2 years ago
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Hi Peter,
here is another update. Today's email and my reply:
Dec 13, 2022 at 5:20 p.m. EET
Dear Evelin,
Thank you for your response!
First of all, we would like to apologize for the delay and the inconvenience caused!
I'm happy to report that the mentioned bonus has been credited back to your account.
my answer:
Hello,
That must be a bad joke. I am supposed to wager 5000 euros 50 times so that I can maybe cash out 400 euros?? you have to admit that's a bad joke. If I win a larger sum again, I cannot withdraw it. That's pointless.
Please let me know exactly how much I have to wager so that something can be paid out and whether the conditions can be flexible. Thanks!
I'm curious about the answer you get from the casino. I'll keep you posted too
Many greetings
Eveline
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2 years ago
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Hi Peter,
surprisingly I have now received several replies within a short period of time. So you can reply quickly. Here is the rest of the email history:
Dec 13, 2022 at 9:12 p.m. EET
Dear Evelin,
many thanks for your response!
The bonus is only transferable 1x to the received bonus.
my AW:
Dec 13, 2022 at 10:53 p.m. EET
Hello Nico,
Sorry but I don't understand that. What does that mean? That I only have to wager the 5000 euros once.? Thanks
And the answer came straight away:
Dec 13, 2022 at 11:03 p.m. EET
Dear Evelin,
many thanks for your response!
Yes, exactly! Basically you have to wager the amount of the bonus you received, in simple words 5,000.00 EUR.
I haven't logged back in yet and will try that tonight. But the bonus is also what I won, so it's actually only what I'm entitled to because it should have been in the account long ago.
It would be great if you could get them to increase the payout amount to compensate for all the hassle and huge delay.
If they hadn't complained to you, they certainly wouldn't have moved as quickly. I look forward to your message and wish you a nice day!
Many greetings
Eveline
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2 years ago
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.
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2 years ago
Dear Eveline,
Let me ask you a question. The amount of €5000 you had in the game was a bonus or was it real money winnings?
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2 years ago
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Dear Peter,
Thank you for your message. I had deposited 2x with welcome bonus. Then I deposited another 50 euros without a bonus and won the 5000 euro jackpot on the same day. So there was certainly still bonus credit on the account from the previous deposits. I understand that they can use it. That's why I talked about "compensation" above, so to speak as compensation for the delay and the annoyance. I leave nothing untried 😉.
Many thanks to you and the Guru team.
LG
Eveline
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2 years ago
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Hi Peter,
I'm assuming it wouldn't be cheap to play with the bonus right now, would it? The casino has probably not reported yet?
Many greetings
Eveline
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2 years ago
Hi Eveline,
I would certainly need some more information from the casino. There is some communication from their side on Skype, but probably not from a person in charge of the complaints. Another person gained access to the complaints, so I'm expecting a reply soon.
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2 years ago
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Hi Peter,
I'd like to wrap this up before Christmas. I know you're doing what you can, but maybe you can push some more. I also sent some reminders. Thanks very much!
Many greetings
Eveline
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2 years ago
Hi Eveline,
I had the casino representative explain the whole situation to me. According to them, you participated in a bonus campaign (bonus code: PSWEL300 – in the amount of €40) and won the jackpot of €5000. The maximum cashout of the bonus was 10 times the deposit amount (€400). Due to a technical issue, the winnings weren't credited and the casino gave you a personalized bonus of €5000 matching the settings of the bonus promotion with 1x wagering requirement and €400 max cashout. Is that correct? The wagering requirement of the original bonus was 40x (€40+€40) = €3200, so my question is, was your wagering requirement finished before the technical issue occured?
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2 years ago
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Hi Peter,
That is correct, except for the fact that I deposited another 50 euros without a bonus and then won the 5000 euros. Apparently the wagering requirements from the previous bonus were not met at the time of winning. I don't know how much there was to do.
I've written that several times too. Since the casino caused an enormous delay and the bonus was only credited after my complaint, I was hoping for 'compensation' from the casino, so to speak. I've already written before that I realize that they can refer to their bonus rules.
Many greetings
Eveline
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2 years ago
Dear Eveline,
The casino confirmed that the wagering requirement for the bonus wasn't finished at the time of the technical issue. Considering this fact, the casino acted correctly granting you the personal bonus and giving you the chance to finish the wagering. I suggest you wager the bonus. I'm afraid we can't request any other compensation from the casino.
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2 years ago
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Dear Peter,
Thank you for your prompt reply. It sucks to be able to play with 5000 euros and know that I can only withdraw 400 euros. A little more goodwill would not have been to the detriment of the casino. I would certainly have left a few hundred euros in the account to play with it, but of course they don't have to. So they lost a good customer. I will definitely not pay anything there again.
Thank you and the CasinoGuru team for the great work and support. Without you I would still be waiting for an answer.
Many greetings
Eveline
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2 years ago
Hi Eveline,
I understand your disappointment. The casino could, of course, offer you some sort of compensation as a gesture of goodwill. However, we will not penalize it if it doesn't as long as you were given a chance to finish the wagering. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
