The player from Germany requested a permanent closure of their account due to gambling addiction but received no support from the casino. After multiple attempts to have the account closed, it was finally closed without notification, and the player is now seeking a refund of all deposits made since July.
PalmSlots Casino - Player’s account has been closed, seeks reimbursement.
Amount: €25,000
PalmSlots Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for player to reply
6d 19h 24m 51s
Case summary
4 hours ago
Public
Public
5 hours ago
Translation
Hello, I'd like to briefly explain my problem.
I have played, won, and lost.
But then it became excessive, and I ended up with a lot of debt at the bank. This prompted me to contact my account manager to request the closure of my account as I had become very addicted to gambling. She didn't do this, so I contacted support and explained that I was very gambling-addicted and wanted a permanent account closure, but nothing was done. Then, I don't remember exactly, but either one or two weeks passed without playing, and I was able to curb my gambling addiction. However, this only lasted until the people from Palmslots tempted me back into playing with bonus credits and free spins. And then my gambling addiction got worse, and I lost a lot of money. My family found out about my gambling addiction as I could no longer keep it a secret. Several weeks ago, I decided again to contact the account manager and demanded that the casino finally close my player account and refund the money I deposited since my first account closure request. However, nothing happened until a few days ago when my account was closed without any notification. Finally, the account is closed, but I insist that the money I deposited since the beginning of July be refunded to me. Therefore, I am asking for help and mediation here.
Automatic translation:
Public
Public
4 hours ago
Dear eduardpfeifer50,
Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you’ve faced in trying to manage your gambling activity and the impact it has had on you. I understand how frustrating it must be, especially when seeking assistance from the casino to close your account.
To help us gain a clearer understanding of your situation and proceed with the case, could you please clarify the following?
- Could you confirm the date when you first requested account closure, as well as any additional dates when you contacted the casino about this?
- Did the casino provide any response or explanation regarding their delay in closing your account, particularly after your initial request?
- Could you share if you received any specific communications from the casino regarding bonuses or free spins that might have influenced your return to play?
If you have any relevant communication with the casino, such as emails confirming your account closure requests, responses from your account manager, or promotional messages that tempted you back to play, please feel free to forward them to petronela.k@casino.guru.
Your cooperation is crucial for us to proceed with this case and seek a fair resolution. Without further details from you, it would be challenging to fully address your concerns and take effective steps toward resolution.
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
eduardpfeifer50 has 6d 19h 24m 51s to reply
