PalmSlots Casino - Player requested a refund after activating a self-exclusion due to a gambling problem.

Hello! My name is Rainer and I wish to lodge a complaint against Palmslots Casino. More specifically, I submitted a request to the casino two months ago, asking them to permanently close my account and refund the money I had deposited. My account was abruptly closed, but the refund request is still being processed to this day. I have reached out to customer service, but for the past two months, every time I contact them, I am told to wait because another department that is dealing with my case is still checking and will contact me if there are any updates. According to customer service, my case was marked as priority and supposedly requested the relevant department to act on it as a matter of urgency. However, two months in and there is still no result. No resolution and no money. Am I waiting in vain or do I have a right to ask for a refund in this situation? How can this situation be resolved, literally, quickly?

Hello rainerL,

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

Could you please advise if your account was ever verified and if yes, since when exactly? When exactly got your account closed? Did you have real money only on your casino account or an active bonus as well? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. Yes, my account was confirmed on July 21, 2023. My account was closed on September 5, 2023. My account only had real money and no active bonuses. The last time I spoke to the casino's customer support was on 10/11/2023, the content of the conversation consisted of a request to resolve my case and return my deposits within November 10. The answer came, as on all previous occasions, with a request to give the other department more time to solve the case, that the case will be solved quickly, according to them, and it has been like this for 2 months already.

Hello rainerL,

Can you please forward any communication between you and the casino regarding the account closure and refund to nikolas.b@casino.guru?

Hello! I forwarded all the communication between me and the casino via e-mail to your e-mail

How soon can I get my money back?

Hello rainerL,

Thank you for the forwarded e-mails. However, I could not see in any of them that you have requested for self-exclusion? Can you please forward the request you sent to the casino?

hello, I really forgot to forward the first letter sent to me by the casino to you. Now it has also been forwarded to you, I apologize. I applied for self-exclusion via live chat, I don't have screenshots of it, but hopefully the forwarded email will be enough

How soon will the solution arrive?

I look forward to your reply as soon as possible. Thank you

Hello rainerL and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rainerL,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite PalmSlots Casino to join the conversation and contribute to the resolution of this complaint.

Dear rainerL and Peter,

Thank you for reaching us with this matter.

We have investigated the account in question along with the whole correspondence in this thread and couldn't`` find the reason of the refund request. There was a self exclusion request made by the Player which was executed on spot by the relevant department and no deposits have been made after. 

Since the Player provided supporting e-mails for his claim, could please elaborate further and provide us with the reasoning behind the request?

Kind Regards,

PalmSlots Casino

Dear PalmSlots Casino team,

To avoid a misunderstanding, let me ask you some questions. How much money was in the player's account when it became self-excluded? What happened to the funds? Was the player able to make deposits after this date?

Dear Peter,

No funds were left in the player`s account at the time of exclusion and no deposits have been made after.

Kind Regards,

PalmSlots Casino

Thank you PalmSlots Casino team for your reply.

Dear rainerL,

Can you confirm that you had no funds in your account after requesting self-exclusion and that you did not make any further deposits? If this is the case, I am unsure which funds should be refunded by the casino. The casino will not refund you for any spending prior to informing them of your gambling problem.

Hi Peter!

Unfortunately, I can't say whether there was money in my account and how much. However, I can confirm that I have not been able to access my account since the self-exclusion request was granted, so no deposits have been made since the account was closed. I wanted to be refunded the deposits that I managed to play there during the self-exclusion day, but it seems that I don't have the right to do so? Or how?

At the same time, PalmSlots Casino could have told me everything they wrote here in response to you in the first email, the whole joke would have been avoided

Dear rainerL,

If you made deposits on that day and lost the funds, then you made the self-exclusion request and it was accepted "on the spot", I'm afraid there's no money to be refunded. The casino has to protect itself from fraudsters who would play games and if they win, they keep the winnings but if they lose, they request a refund. From our point of view, if the information is accurate, the casino acted correctly.

Hello Peter!

It is incomprehensible why the casino did not mention this in the first email sent to me immediately after the self-exclusion. If they had done that, this whole mess that lasted over 2 months would not have happened.

I'm sorry I got you involved, I'm smarter now. For some reason, I was convinced until now that all deposits made immediately before the self-exclusion minus the winnings were eligible for a refund, but it seems I was wrong? Or how?

With respect,

RainerL

Dear rainerL,

I understand that it might have been easier for you if the casino explained the situation a little bit more in detail. The casino must safeguard itself from fraudulent individuals who play games, keeping their winnings when they win, but seeking a refund when they lose. Therefore, the casino will not refund any money spent during the time when it was unaware of your gambling problem. Once the casino is informed, the players should no longer be able to win or lose any funds. This is our policy regarding self-exclusion where a gambling addiction is involved. We will reject your complaint as the casino acted correctly. Regarding your gambling issue, I suggest visiting a website like e.g. https://www.begambleaware.org/ where they may be of better help.

Best regards,

Peter