The player from Portugal is questioning bonus wagering requirements. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
PalmSlots Casino - Player is struggling to complete bonus wagering.
Amount: €13,000
PalmSlots Casino
Safety Index:Below averageSafety Index
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5.1
PalmSlots Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good morning! I made a top-up in this casino in the amount of 400 euros. As I played I accumulated 13000 euros. They gave a bonus of 400 euros (according to them) I managed to reach 13000 euros. already bought
of the bonus requirements (play 40x the bonus plus the deposit). However the money was not put into my real money account!!! I already contacted them and they informed me that they would talk to the responsible department but so far I have not received any response. I'm worried because the bonus expires after 21 days and I'm afraid they won't put the money in my account. This should be automatic, I'm afraid they don't want to pay. Please help me.
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1 year ago
Dear renatinho83,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which exact bonus you have activated in your account? I would like to check the promotional terms and conditions. Is the progress of bonus wagering visible inside your casino account?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
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The bonus was 100% of the deposit amount. The bonus wagering progress is not visible in the Casinos account. I certainly bet the 400 euros more than 40 times. I communicated with the live chat and they said that it should have been updated and that they were going to send the problem to the update department, but until it ran out I didn't get any response.
but the strange thing is that when I loaded the 400 euros, the amount remained the same. It has not been increased to 800 euros. I was playing, I had about 200 euros, I got a jackpot of 5000 euros on the rhino old and win slot. I was left with around 5700 euros in the real money account. I stopped playing and left the casino. About an hour later, I entered the casino and to my amazement: the money the country had in the real money account was at zero and had all been transferred to the bonus account. Meanwhile I continued to play and won another jackpot of 10000 euros in the same slot. I currently have 13000 euros. I've certainly met the bonus requirements. By the way, when I made the deposit, they asked me to enter the bonus code, but I didn't enter any code. I was never credited the 400 bonus. I can't understand why all the money is in the bonus account. Help me please. Grateful
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1 year ago
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I was even chatted with a casino operator and he admitted that there was clearly a problem with the bonus. I have a screenshot of this conversation
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1 year ago
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Another thing that I find strange is that my balance is all in the bonus account, when I didn't apply for the bonus. They say to enter a code when depositing an amount to access the bonus, but I didn't enter any code. 
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1 year ago
Thank you very much, renatinho83, for the clarification. Could you please forward a screenshot of your bonus history? You can upload it either here or forward it to petronela.k@casino.guru.
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1 year ago
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Good afternoon! It has no history. It only has the moves that have been made to date. There will be thousands of them, how will I take the print of them
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1 year ago
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good afternoon! Case solved. The casino transferred me all balance to real money. Now I am trying to withdraw 5000 euros. I have already sent all the documents that were requested. All being accepted. Just need to make the transfer. I'm hoping it goes well. Greetings and thanks
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1 year ago
Great news. Please let me know when you receive your winnings so I can update this complaint accordingly. Thank you very much in advance.
