PalmSlots Casino - Player's account has not been closed after the self-exclusion request.

I requested to close the account due to gambling addiction on March 26th 2024. I have tried to reach them on several occasions making the same request and have had no luck getting them to close the account and as addiction goes, I lost more money. I had to lie to the support agent and say I was 15 years old for them to suspend the account and I still have not heard back from support. I'd like to be refunded for the deposits made after the March 26th addiction closure request but no one is getting back to me at all.

Dear corynadeau27,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify how you requested to be self-excluded on March 26? Was it via live chat or email? Have you mentioned the reason why you wish to block your account? Please forward me the account closure requests that you sent to the casino on March 26 with the date clearly visible. My email address is veronika.l@casino.guru. 

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance. 

Best regards, 

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Thank you for your email. When you specified in your reply to the message from the casino that you wished to be self-excluded due to gambling addiction, have you received any response from them?

I have still not gotten a response from them at all

Thank you very much, corynadeau27, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.

Hello corynadeau27,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear PalmSlots Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

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 Michal,

Thank you for your e-mail.

Please note that the customer was given detailed instructions to which e-mail address the self-exclusion request should be sent and how should be properly formatted. However, the one he sent did not meet the requirements outlined in our Terms and Conditions:

3.22.3. The customer acknowledges, agrees, and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from palmslots.com, he/she needs to contact us on the following email address: customercare@palmslots.com

The customer’s email needs to include the following information:

(a) a clear request that states that the customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours;

For further details, please refer to: https://palmslots.com/pages/terms-and-conditions

Moreover, further instructions were given to the player to proceed with his request. Unfortunately, no reply was received on our end. Nevertheless, please note that currently his account is closed and it will remain so.

Regards,

PalmSlots Casino Team

Dear corynadeau27,

Did you proceed with the self-exclusion request according to the information from the casino?

Yes I did, closing the account was my request and I made several attempts at that. The reason was gambling addiction, closing the account was intentionally forever and I had zero responses from support. I originally requested account closure on the 26th of march and pleaded with support chat to help me. I sent multiple emails making this request with no replies from email support.

Also, it took me lying about my age to chat support for them to restrict my account. My age is legal and I had to tell chat support I was a underage gambler before They finally restricted my account to not be able to deposit money. I have the screen shots of that chat as well.

I can also provide proof that email support in fact did not reach out to me making any further request other than their generic email when someone request account closure. I responded and they did not reach out beyond that.

Dear corynadeau27,

I see you contacted the casino on the email support@palmslots.com. Did you also contact the casino on the email customercare@palmslots.com?

Yes, these screenshots are all from that email.

That's the email address that reaches out to you and asks you about the closure and I've requested it multiple times. They did not respond to me.

Dear coryandeau27,

In this email you have sent us, do I understand correctly that you have replied "Gambling addiction" to the casino's question?

Hi Michal, yes, that is correct. To which I did not hear back from them. Along with the many other requests I made reaching out to them which were always left unresponsive by the "customer support team".

Thank you for the confirmation. Would you also be able to tell me when exactly did you make the deposits after 26.4.?

It was 26 of March, and I do have banking records but palm slots also has the deposit history on the account and they won't allow me that information.

Thank you corynadreau27 for all the evidence and cooperation.

So you requested the account closure on the 26th of March. Can I ask you what is the current status of your account? Is is open or is it closed? If so, what is the date of the account closure?

It's closed now because the only way I could get it closed was to lie about my age and say I was underage even though I'm in my mid 30's. That was April 17th and I begged the online chat support agent to close the account for me.

I understand, did you also get the email confirmation from the casino that your account has been successfully closed due to self-exclusion request?

No, because they did not close it for self exclusion, they closed it because I lied about my age and told them I was underage gambling when in fact I am in my 30's

So the whole process took from the 26th of April until the 17th of May.

Would you be able to send me the initial email with the request that you have sent to the email address customercare@palmslots.com on the 26th of April?

I have sent all that.

Dear corynadeau27,

Do I understand correctly that the refunds in question are only the deposits made, as you previously stated, on the 26th of March, which was also the day of the self-exclusion request?

Dear corynadeau27,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best regards,

Michal V, Casino.Guru