PalmSlots Casino - Player's account has been reopened after self-exclusion.

Ladies and Gentlemen,

on February 27th, I sent an email to Palmslots.com, in which I requested a permanent account closure. I also mentioned that I have a gambling issue.

On March 29th, Palmslots re-opened my account. After the re-opening, I deposited another 4,999.60 Euro and lost it all. This was not fair. A casino must take a player’s request seriously if he asks for a permanent account closure because of a gambling issue. I contacted Palmslots and requested a full refund, but I did not get a reply to my refund request.

I attach the following proofs:

- my email (requesting the permanent closure of my account),

- email sent by Palmslots (re-opening of my account).

The email sent by Palmslots confirms that my request for a permanent closure had been received.

I kindly ask CasinoGuru to step in and request the refund on my behalf. If Palmslots refuses to pay the refund, they should be downgraded because they do not comply with ethical standards.

Sincerely,

Lucy

Dear lucy77,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me the email you received from the casino after you requested permanent self-exclusion back in February? My email address is veronika.l@casino.guru.

When was the last time you communicated with the casino's customer support?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you, Veronika,

I sent the requested information to your email address.

Best regards

Lucy

PalmSlots has now confirmed to me by email that my account was closed "after contacting us regarding your gambling issues". This email proves that PalmSlots was aware of my gambling issues! In my email, I had asked for an account closure because of a gambling issue. I also clearly stated that I request a PERMANENT account closure.

If a player requests a permanent account closure because of a gambling issue, his account must NOT be re-activated after 30 days. It must not be re-activated automatically under any circumstances! Please note: If I had not been sure regarding my permanent account closure, I would have asked for a 30-day exclusion only.

I was loyal and fair when I reported my gambling issue to PalmSlots. I think that most players don't do this. PalmSlots already earned money from my losses in January/February. So, I now request that PalmSlots is loyal and fair, and refunds my losses that I had after they re-activated my account WITHOUT my consent.

Veronika from CasinoGuru: Do you agree that the behaviour of PalmSlots does not comply with ethical standards? I request either a full refund or a steep downgrade of the PalmSlots casino.

Lucy

Thank you very much, lucy77, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear lucy77,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jozef,

Thank you for reaching out to us.

The player initially requested a closure of his account which was handled by the relevant department. Upon closing it, he was also informed via e-mail for the period which it will be inactive.

Said period gives the Player time to decide on how to proceed regarding the status of their account and once it has passed, if they wish it can then be extended.

All our actions were clearly communicated to the Player and they were clearly aware of them.

Kind Regards,

PalmSlots Casino Team

Dear PalmSlots Casino team,

Thank you for your response. Were you aware of the player's gambling issue when the account was initially closed? Please note that when you are aware of a player's gambling problem, the account should be closed immediately without a chance to reopen. There is no reason to reconsider this decision, nor should it be up to the player to decide to extend this period.

Hello Jozef,

We can confirm that the Player’s request was handled according to the publicly available information on our website.

Additionally, upon his initial closure of the account, the Player was informed of the actions taken by our side and the duration of the closure itself.

Upon the passing of the timeframe, he can easily extend the duration of the closure by contacting us again at our designated email address.

Kind regards,

PalmSlots Casino

Dear representative of the PalmSlots casino,

please read my email very carefully, in which I had requested a permanent account closure because of a gambling issue. Perhaps you are not aware that a gambling issue is a severe disorder that requires irrevocable actions. You would not ask an alcoholic whether he would like to have a drink again after 30 days of abstinence, would you?

I am undergoing psychotherapy right now and kindly ask you again to refund my losses because you should not have re-activated my account. My request for a permanent account closure and the given reason for the closure were as clear as can be.

Lucy

Dear PalmSlots Casino team,

Be aware that it is standard practice that when a player informs the casino about a gambling problem, the account is permanently closed without a chance to reopen. As the player clearly highlighted this issue, your self-exclusion process for problem gamblers needs improvement. It is important to understand that such players cannot control their actions, and the least you can do for them is not allowing them to incur further losses. In light of the information above, I believe lucy77 deserves a refund. Could you please reevaluate your position, or is it final?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear lucy77 and Jozef,

Please note that the player’s request has been handled and processed according to our procedure. So we want to mention that each player who registers with us agrees to our Terms and Conditions.

Still as we are committed to supporting our players in managing and overcoming such challenges we confirm that as a gesture of goodwill and one time exception we will assist the player with refunding the disputed funds.

He was informed via e-mail by our relevant department regarding the steps that will be taken and once the refund is completed, the account will be excluded as well.

Kind Regards,

PalmSlots Casino Team

I can confirm that PalmSlots has refunded 4999,60 Euro.

I thank Palmslots for this wise decision.

I thank Jozef for the mediation.

Lucy

Dear lucy77,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, lucy77, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot . An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef