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.