The player from Germany requests permanent account closure due to gambling addiction but has faced difficulties with the casino, which only imposed a 30-day ban despite multiple requests and attempts to communicate. After the temporary ban, the player re-deposited and continues to seek a permanent solution without a response from the casino.
PalmSlots Casino - Player's account remains open despite self-exclusion request.
Amount: €650
PalmSlots Casino
Safety Index:Below averageSafety Index
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5.3
PalmSlots Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
5d 9h 25m 36s
Case summary
2 days ago
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2 months ago
Translation
Dear Team, I need help. I have been trying for a long time to get this casino to ban me due to gambling addiction. Despite various emails, contact with live chat, and certain "VIP Managers" (who even tried to change my mind with offers and free spins, even after I mentioned I am a gambling addict), I was only banned for 30 days. After receiving the confirmation email about the 30-day ban, I replied again and explicitly requested that my account be permanently closed due to gambling addiction. Unfortunately, there was no further response, and after 30 days, I had access again. Since then, I have deposited a total of 650 euros (from October 14th to October 17th, 2024). In the meantime, I have again requested via email and live chat to have my account banned. I consistently emphasize that it is due to gambling addiction. Unfortunately, nothing happens. I no longer have the old emails with the first requests and the 30-day ban, only the current ones. But if the casino would finally react, they would be able to trace it. I see that I'm not the only one with this problem. I just want my account to be closed. Best regards.
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2 months ago
Dear milasun,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PalmSlots Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share the communication from you to the casino in which you explicitly informed the casino about your gambling problems? (the earlier the communication the better)
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Please include any responses from the casino.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 months ago
Translation
I sent all the information to Tomas by email. I have not yet received a response from the casino to my current emails. According to the live chat, the case should be forwarded (from 10/18/24) but I have not heard anything further. My account has still not been blocked.
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2 months ago
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My account has now finally been blocked after I tried to log in. Unfortunately, I have not received any confirmation or response from the Palmslotscasino staff regarding my refund request, nor has my account been permanently closed. It's strange that something only happens when I have to file a complaint here. The Livechar support said that I would receive an answer. But there was no answer. It would be nice if the casino responded to my refund request of 650 euros. I said from the beginning that I am addicted to gambling.
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1 month ago
Thanks for your emails and the update.
Try contacting your email provider if you haven't done so already and request the emails to be restored. In the meantime, we'll contact the casino and try to assist. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
Hello milasun,
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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
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1 month ago
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Unfortunately, I cannot restore the emails. Support said it would only work if the emails were deleted in the last 7 days. Unfortunately, that was a long time ago. I hope the casino is honest... but thank you for all your efforts. 🙂
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1 month ago
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.
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1 month ago
Dear Michal,
In their first request the user did not comply with our KYC process, and we were unable to proceed further as per our established policies. However after the second request on the 4th of Aug, their account was excluded for 30 days.
With that being said, upon further check and review on our side as per their last request, we have removed the option for the account to be re-opened.
In addition, please note that any activity while the self-exclusion process is ongoing, remaiнs sole responsibility of the user.
Regards,
PalmSlots Casino Team
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1 month ago
Translation
I don't understand. I replied to the confirmation email with the 30-day ban that my account should still be closed permanently. Why was my account blocked for 30 days if there is a gambling addiction here? I also don't understand why I haven't received a response from you after my last inquiries??? Responsible gaming is not taken into account here at all... nowhere else is life made as difficult as with you. I don't understand why self-exclusion is made so difficult. Without Casinoguru I probably wouldn't have received a response to this day!
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1 month ago
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I would like my money back please. A 30 day ban due to gambling addiction is not right! I have constantly written in every request that I am addicted to gambling... in every single request, even in August. I have practically begged for it by email, live chat and to the managers. Why are they only reacting now???
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1 month ago
Dear PalmSlots Casino,
Let me point out that when a player requests self-exclusion due to a gambling problem, the casino should process this request within a reasonable timeframe. Immediate suspension is not required, but action should be taken promptly to protect the player. If the player’s account is unverified or there is a pending withdrawal, this should not delay the self-exclusion process. KYC verification can be completed after suspension, but ensuring the player cannot lose their active balance, access pending withdrawals, or deposit additional funds is essential.
Dear milasun,
Let me mention that if you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process. This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future. If you approach the casino later to open a new account without previously completing the initial KYC verification, please be aware that we may be unable to mediate in any future complaints or disputes with this casino on your behalf.
With all of the above being said, can you confirm for me when was the first time the player asked for self-exclusion due to gambling problem and also when did the player made deposits after this request?
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1 month ago
Translation
I think that I uploaded the required documents for verification. After that, my account was blocked for 30 days. But I'm happy to do it again.
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1 month ago
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.
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1 month ago
Dear Michal,
As you are aware, identity verification is a crucial part of the self-exclusion process. To proceed further, we need to verify that this is truly the account owner, by requesting the relevant for that purpose documents.
In the initial request, our relevant team outlined the documents required for verification. However, we have not received a response to that email. Subsequently, the user submitted another request, but no documents were uploaded in that instance either. Given these circumstances, we made the decision to proactively exclude the account for 30 days to allow the user sufficient time to prepare and submit the requested documents.
Please note that, as of now, we have still not received the necessary documentation. Regardless, the account has been closed and will remain so.
Regards,
PalmSlots Casino Team
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1 month ago
Translation
I'm pretty sure that I completed the verification process later, because I made a withdrawal but then canceled it again. After that, I tried again to have my account blocked due to gambling addiction. This resulted in a 30-day block. There was no mention of documents still being missing. And it's also not true that I didn't reply to the first email. I asked why documents were needed for self-exclusion, because I'm not familiar with it. I didn't get an answer.
I also have to say that my partner at the time, who was also with Palmslots, had exactly the same problem. He was verified and was only blocked for 30 days. This can even be proven! And as far as I know, the account is still open!
And here there is a similar case with the 30 days, although gambling addiction was clearly mentioned.
And they could have answered my last inquiries via email and live chat and pointed out to me again that documents were still missing. But I was ignored. My account was only closed when I complained to casinoguru.
I have to say that this casino is just trying to keep you waiting so that you can make as much money as possible from gambling addicts. The fact that the managers offer bonuses to change the players' minds is absurd.
Please tell me where to send my documents and I will upload it again. Please also respond to my refund request!
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1 month ago
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Furthermore, as I have often mentioned, I also replied to the confirmation email with the 30 days. I wrote that I still wanted my account to be closed permanently and not for 30 days. I didn't get a reply to that either. They could have mentioned missing documents there too! I have had a lot of experience with various casinos because of my gambling addiction and have never been treated as badly as at Palmslots. Something urgently needs to change.
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1 month ago
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Before my first withdrawal request, I uploaded the documents that were asked for at that moment to the website. ID, proof of address and proof of deposit. This was also marked as confirmed. After that, I was able to withdraw the money that I had canceled. The verification process was no longer displayed in my account after that. That was between the first self-exclusion request and the second with the 30-day block. Please check again! Withdrawal requests would therefore not have been possible because the documents were asked for immediately. I had definitely verified myself.
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4 weeks ago
Dear PalmSlots Casino,
Since the player claims they have sent their documents for the KYC procedure, can you tell me what is the current situation regarding the KYC procedure? Are any documents still needed for the completion of the process?
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3 weeks ago
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.
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2 weeks ago
Dear Michal,
All needed documents have been provided and reviewed, as well as the account has been successfully excluded and it will remain so.
Best regards,
PalmSlots Casino Team
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2 weeks ago
Dear milasun,
Can you confirm the account closure? Also, when exactly did you make the disputed deposits?
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2 weeks ago
Translation
I've already written all of that above. And my verification was done before the 30-day ban, which the casino has now finally confirmed! My account was only completely blocked when I submitted a complaint here... I don't know exactly when because I didn't receive any answers or confirmations from the casino to my inquiries.
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1 week ago
Dear PalmSlots Casino,
Do I understand correctly that the player supposedly did not comply with the KYC procedure in the first two self-exclusion requests, and that this was the reason why the self-exclusion was only temporary, for 30 days? Can you also tell me, when was the first self-exclusion request made, with the mention of gambling addiction?
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3 days ago
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.
Casino Guru is examining the case
