The player from Portugal faces issues with their casino account after requesting a withdrawal, which is delayed, resulting in a significant loss. Despite repeated verification and requests to close the account, the casino demands bank statements, which the player can't provide since deposits were not made from a bank account. They seek compensation of €600 for the delay and frustrations.
PalmSlots Casino - Player’s account closure is delayed.
Amount: €600
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 opened
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Waiting for Casino Guru to reply
3d 21h 16m 31s
Case summary
2 hours ago
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1 week ago
Translation
Hello.
I signed up at this casino, made a few deposits and, after winning a good amount, I requested a withdrawal.
The process was so delayed that it led me to lose the entire amount.
Since I have issues with gambling, I repeatedly contacted chat support to request limits on gaming and deposits to avoid losing those funds.
What ended up happening was that I played and lost.
I spoke with chat support, sent emails, and even though I completed the account verification, they are asking for bank statements to proceed with the closure. I have never made deposits from my bank account, and I don't want to withdraw; I just want to close my account and be compensated €600 for the delay in the process and their constant excuses for not closing my account.
Can Casino Guru assist?
I have screenshots of the emails, but I'm unable to attach them here.
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1 week ago
Dear cgouveia,
Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the casino, particularly regarding the account closure and delayed withdrawal process.
To better understand your situation and assist you further, could you kindly clarify the following details:
- Did you contact support@palmslots.com as advised in the live chat? If so, could you provide any details or responses from that communication?
- Can you confirm the specific dates or time frames regarding your withdrawal request and the delays you experienced?
- Could you explain why you are unable to provide the requested bank statements, and if you have had any alternative solutions suggested by the casino?
- Have you made any further communication with the casino regarding your account closure after sending the emails?
Please feel free to forward any relevant screenshots or communication to petronela.k@casino.guru. This will help us mediate the situation more effectively.
Your cooperation is important for us to proceed with the case and work toward a resolution. Without your input, we may not be able to move forward with assisting you.
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
Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you happy holidays!
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1 week ago
Translation
I did get in touch with this email address and then got in touch with another one where I was asked to send the opt-out request.
C
2 I made my first withdrawal request on the 17th.
In the meantime they canceled my withdrawal on the 20th because I was 8.20 short of the mandatory rollover and I lost the money that day.
On the 20th I send an email requesting self-exclusion and I enter the chat to request it for addiction, however I still have the account open, because they ask me for a bank statement when I never made a deposit using my bank.
I deposited by ATM using skriil and paysafecard.
I didn't speak to palmslots again after they replied to my self-exclusion request asking for my bank account statements unnecessarily. I'm not asking them for a withdrawal, I'm asking for self-exclusion. I don't understand how a bank statement interferes with blocking my account.
The €600 I'm asking for is for all the stress I'm under from having a casino willing to accept my deposits, despite my requests.
I'll send you what I have
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6 days ago
Hi cgouveia,
Thank you for your response. I’m sorry to hear about the difficulties you've been facing, and I appreciate your patience as we work through this together.
To help us clarify the situation, could you please confirm the following timeline:
- You mentioned informing the live chat about a gambling problem, and they directed you to support@palmslots.com.
- On 19.12., you reached out to support@palmslots about a gambling problem.
- On 20.12., the casino replied from support@palmslots, advising you to contact customercare@palmslots.
- Later on 20.12., you contacted customercare@palmslots about a gambling problem and requested a self-exclusion for 30 years.
Also, could you kindly share with us the following:
- What was your balance when you requested the self-exclusion?
- Did you deposit any funds after 20.12.?
Your answers will help us move forward in assisting you as best as we can.
Thank you again for your time and cooperation.
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6 days ago
Translation
Hi Petronela, when I made the first request for self-exclusion I had a pending withdrawal of 489€.
In the meantime it was refused due to lack of rollover and I had it reduced to zero.
I haven't made any deposits again, but unfortunately the account is still open. They won't allow me to set a deposit limit for my own protection, which means there's temptation at the door.
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2 days ago
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Just to give you an update, as of today and after countless emails and chat conversations, my account is still open. They are simply ignoring my requests for self-exclusion, they are ignoring my requests to place a €1.likite deposit until they close the account... I have already warned them that I want 100€ in compensation for every day my account remains open, yet I am ignored.
Please help me
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9 hours ago
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I'd like to give you an update. As of today 1-01-2025, my account is still open, despite my almost constant and daily emails requesting self-exclusion for addiction. Unfortunately today I ended up depositing another €230 in this casino, it's a pity that they accept my deposits, and don't put a daily deposit limit of €1 as I requested several times in the chat, while I wait for the account to close.
In total the losses amount to almost 1000€ in addition to the 100€ a day they owe me as compensation for every day my account is open after my request for self-exclusion. All in all, we're on our way to almost €3000.
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2 hours ago
Thank you very much, cgouveia, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.v@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
Casino Guru is examining the case
