PalmSlots Casino - Player's account closure request ignored.

I have asked the casino to close my account numerous times, but nothing happens. They ask for the reason and offer some bonuses, etc. I have declined, but as I said, no response at all.

Dear mojjamam,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances

(after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

• Could you please specify the reason for closing your account?
• Would you be so kind as to share the account closure requests that you sent to the casino?
• My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hello! I don't want to play anymore because it's become too much. Unfortunately, I haven't saved my emails. I didn't think about 🫣

Thanks for the reply.

I would recommend you attempt to request a self-exclusion from the casino.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings PalmSlots Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason for my decision is (due to gambling problems / unrelated to any gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@palmslots.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

I have given up. They know that I have taken help from Guru, but show no respect at all. Now I have blocked them from contact. Feel free to warn other players, because I do. If I play more times, it will be at a Swedish-registered casino.

Thanks for the support, but now it's ok.

Etc./Mari-Anne

I am sorry to hear that.

Please let me know if you wish to continue the complaint.

If you wish to continue, please send me your recent interactions with casino support. Send it to my email at tomas@casino.guru

Hello! Now I've blocked the casino anyway and don't intend to spend more energy on them.

Thank you and have a good summer.

Mvh/Mari-Anne *****

Dear mojjamam,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru