The player from Germany requested a permanent closure of their casino account due to gambling addiction but had been denied since July. After a temporary suspension, the player lost 1,144 euros upon regaining access, and their repeated closure requests went unanswered. The Complaints Team was unable to investigate the issue further due to the player's lack of response to requests for additional information, which led to the rejection of the complaint.
PalmSlots Casino - Player’s account remains open despite closure request.
Amount: €1,144
PalmSlots Casino
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5.1
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Hello, unfortunately, the casino refuses to close my account despite my mention of gambling addiction.
In July, I made my first request, and after a lengthy process, my account was only suspended for 30 days. (See attachment)
My account is verified.
After the 30 days, I regained access and lost a total of 1,144 euros from 21.11 to 30.11.2024.
Following my renewed request on 08.12.2024, my account still hasn't been closed.
I am requesting a refund of 1,144 euros and a permanent account closure.
Automatic translation:
Public
Public
3 months ago
Dear luckysun,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. Please forward both the older and recent requests.
Did you send the recent requests to the email address the casino advised?
Thank you very much in advance.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
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3 months ago
Translation
I just sent the screenshots.
I mentioned my gambling addiction in my first inquiries. After a long processing time, my account was closed for only 30 days.
Automatic translation:
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3 months ago
Dear luckysun, kindly forward all the account closure requests that you sent to the casino and your communication with the casino to my email at dominika.l@casino.guru.
Has the casino closed your account?
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3 months ago
Translation
I already did that on December 21, 2024.
And I wrote it here too. I forwarded the email again.
I tried to register at Palmslots and I can't get in anymore. It's probably blocked but I don't know when exactly and I haven't received any confirmation.
However, I request a refund because my account should have been closed from the beginning because of my aforementioned gambling addiction.
Automatic translation:
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2 months ago
Dear luckysun, I understand that you’ve provided screenshots of your previous communications, but I would like to clarify my request.
Instead of screenshots, could you please forward all the self-exclusion requests that you submitted to the casino?
Look for the "Forward" option, often represented by an arrow pointing to the right.
