HomeComplaintsPalmSlots Casino - Player’s account closure request is delayed.

PalmSlots Casino - Player’s account closure request is delayed.

Amount: €1,525

PalmSlots Casino
Submitted: 30 Jan 2025 | Resolved : 13 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Germany struggled to close her account at Palmslot despite ongoing requests due to her gambling issues and recent deposits. She sought a refund of 1525 Euros deposited on January 30th after previously reporting her gambling problems. The issue was resolved when the casino refunded her money, and she confirmed receipt of the funds. The complaint was marked as 'resolved' in the system.

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Translation

Good evening,


I deposited 1525 Euros today.

I have been trying for some time to close my account because of my gambling problems. I cannot register at any other casino because I have self-excluded with Oasis. However, registration at Palmslot went smoothly. For months, I have been requesting the closure of my account because I have been depositing too much money there for about 2 years. I have chat logs from January 16th and 18th, where I informed the casino about my issues with gambling and asked again for my account to be closed because I keep depositing money. And today, on January 30th, 2025, I paid 1525 Euros, which I would like to be refunded. I am currently not concerned about the other money because I have repeatedly reported my gambling addiction in the chat, and the correspondence from January 18th, 2025, is all I can provide as evidence at the moment.


I kindly ask CasinoGuru to intervene and request the refund on my behalf. If Palmslots refuses to issue the refund, they should be downgraded for not adhering to ethical standards.

Sincerely,


Karo

Automatic translation:
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Dear Karo05, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? Have you requested self-exclusion via email or via live chat only? If you requested that your account be closed via chat, please share the full conversation. My email address is veronika.f@casino.guru

Thank you very much in advance. 

Best regards, 

Veronika

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Translation

Good day,


I sent them pictures via email.


Mfg

Automatic translation:
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Thank you for the email with the screenshots. Could you please send me more screenshots or perhaps a video that would show when exactly you mentioned for the first time that you are addicted?

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Dear Karo05,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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Translation

Good day,


The casino refunded my money. I have already received the money.

Many thanks for the help

Automatic translation:
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Dear Karo05,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru 

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