The player from Germany is asking for a deposit refund after refusing to complete the deposit wagering requirements. The player lost his winnings, therefore, we were forced to close this complaint.
PalmSlots Casino - Player's asking for a deposit refund.
Amount: €2,000
PalmSlots Casino
Safety Index:Below averageSafety Index
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5.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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2 years ago
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Hello,
I played at this casino over the weekend.
Deposited €2000 and requested a withdrawal at €1500.
This was rejected even though I had no bonus.
According to support, I would have to return my complete deposits 10 X
relocate so 10 X 2000€.
The last deposit I made was €500.
That too would have been cheeky.
In addition, my address would have to match my ID card exactly. But this is not possible because the casino
no German umlauts accepted. ugh.
Could you help me get my money back?
Best regards,
Christian S***
PS: This casino advertises Casino guru
Edited by a Casino Guru admin
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2 years ago
Dear chspe,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Unfortunately, some casinos require to wager real money deposit. This is one of the standard AML (anti-money laundering) rules. Not all casinos require this, but it isn't anything unfair. I have also checked the casino’s withdrawal rules in T&Cs and I found this:
„6.1. Any deposits are specifically to be used on our website. Any deposited amount will need to be wagered at least 10 (ten) times before the player is allowed to withdraw the funds."
I suggest you fulfilling the requirements, otherwise, you won’t be able to request the withdrawal.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
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This was already fulfilled 10 times, unfortunately I could not translate that all bets are added up.
So I would have had to wager the amount 40X. That's sheer mockery.
As proof I saved the chat with the support.
Kind regards,
Christian S***
Edited by a Casino Guru admin
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2 years ago
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If that's true about wagering 10X the €500 deposit, I was deliberately deceived.
Here is the chat log.
Chat Transcript with Christian S*** Chat started on 23 Oct 2022, 07:34 AM (GMT+0)
(07:34:06) *** Christian S*** joined the chat *** (07:34:06) Christian S***
Hi
(07:34:08) *** Karl joined the chat *** (07:34:08) Palmslot's info
Welcome to PalmSlots Customer Service. An agent will be with you in a moment.
(07:34:11) Charles
Hello, my name is Karl. Thank you for contacting us. I will help you today :)
(07:34:45) Christian S***
Hi Karl, I made a withdrawal. This was rejected because I would not have reached the rollover.
(07:34:57) Charles
Please would you be so kind as to provide me with the following account details to verify that I am speaking to the account holder:
1. User Name
2) date of birth
3) Last deposit or wager amount
4) place of residence
(07:34:58) Christian S***
I do not understand it entirely
(07:35:28) Christian S***
DrS, 05/27/69, 500€, W*** , 6*** I***
(07:41:32) Charles
Thanks
(07:41:42) Charles
Unfortunately, you seem unfamiliar with our general rule. Let me explain what you need to do to cash out your money. You should wager your deposit 10 times to receive a withdrawal.
(07:42:11) Christian S***
How can I see how much I still have to wager?
(07:50:56) Charles
For a payout you should wager another 9 518 euros.
(07:51:30) Christian S***
But 10 X 500 is 5000³. That's ten times the deposit
(07:53:03) Christian S***
sorry, mistyped. 500߀
(07:53:13) Christian S***
5000€
(07:53:29) Charles
This applies to all deposits, which currently amount to a total of 2000 euros.
(07:54:08) Christian S***
ok, then I guess I can forget my money. If I had known that beforehand.
(07:55:23) Christian S***
where can i see what is missing?
(07:55:41) Charles
You should discuss this with us in the chat.
(07:56:32) Charles
Is there anything else I can help with?
(07:56:42) Christian S***
No thank you.
(08:00:53) Charles
Willingly
(08:00:56) Charles
If you have any further questions, we are at your disposal! I thank you for the interview. Have a nice day!
(08:00:58) *** Karl left the chat *** (08:01:05) *** Christian S*** has rated the chat Good *** (09:04:52) *** Christian S*** left the chat ***
NAME Christian S*** EMAIL c***@t-online.de PHONE — LOCATION M***, S***, Germany URL https://palmslots1.com/de/online-casino DEPARTMENT TC SERVED BY Karl RATING Good COMMENT — Are you using Zendesk Chat yet? Sign up free today
Kind regards,
Christian S***
Edited by a Casino Guru admin
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2 years ago
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In the meantime, 2 emails have arrived because I asked the support to refund my money and to close the account. The account was of course not closed.
Lisa (...)
Oct 27, 2022, 17:22 GMT+3
Dear, Mr. S***,
Thank you for reaching us!
Before accepting a bonus we always send our terms and conditions. You should check and accept them.
Many of our customers reach the rollover quickly. I'm sure luck will be on your side too if you try.
If you have any other questions, please contact us via chat again!
Kind regards,
Liz | customer support team
Christian S***
Oct 23, 2022, 12:14 GMT+3
Ladies and Gentlemen
I would have known beforehand what the wagering requirements are at this casino
apply in German)
I would never have registered here.
Please close my account.
Kind regards,
Christian S***
Lisa (...)
Oct 27, 2022, 17:40 GMT+3
Hello S***,
Thank you for reaching us!
Please note that you are not allowed to enter spaces or special characters, such as - , . +, ß, ö, ä etc."
If you have more questions, don't hesitate, please contact us via chat!
Kind regards,
Liz | customer support team
Christian S***
Oct 23, 2022, 17:21 GMT+3
Hi there, until you close my account, please send me back the money i
paid in.
My address is walkmühle1. i could not enter my address correct in your
casino because ist doesn t support the german üöä alphabet.
So I could never be able to perform a payout. "Your address must be exact
the same as on your passport".
Thanks and bye,
Christian S***
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2 years ago
Could you please advise how much money is currently in your casino account? Also, do I understand correctly that you played with an active bonus?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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2 years ago
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That's it, I wasn't playing with an active bonus.
After the €1500 was rejected, I tried to fulfill the transaction, which of course I didn't succeed in doing.
Therefore the account is empty. What normal person would register in a casino where the wagering requirements without a bonus are increasing more and more?
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2 years ago
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I also have screen hard copies of the deposits
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2 years ago
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Hello Kristina, I don't want to deny your competence,
I would like to show you an example of how this casino works.
Let's say you make a first deposit of €50, wager 40X with bonus, without 10X, you are unlucky on the first deposit and deposit another €50, without bonus. Now you have to wager 20X because you have deposited 50+50 euros in total, which of course you do not know. Lost again. You deposit another €50. Now you have to wager €150 10 times. (i.e. 30 X 50) The entire deposits are taken and you have to convert them 10 X. That's what the support explained to me in the chat.
Please help me.
Best regards,
Christian S***
Edited by a Casino Guru admin
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2 years ago
Could you please advise how much money is left in your casino account? Do I understand correctly that you have lost all funds you initially wanted to withdraw?
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2 years ago
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but still, you can't set such high wagering requirements, that's not normal.
Such a casino belongs on the black list. I can also share my experiences in this casino in other forums, I don't think that many from Germany will then register there.
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2 years ago
Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
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2 years ago
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I see that was my mistake but I would not promote this casino anymore.
PS: My account was neither deleted nor unsubscribed from advertising emails.
I've been getting text messages from other casinos lately.
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2 years ago
I apologize, but there is not much we could do about it. I can only recommend that you use the unsubscribe option in your email folder to avoid promotional emails and stop using your casino account. Unless you requested account closure due to gambling addiction, we do not proceed with complaints regarding this topic.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
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2 years ago
After reviewing the issue again, we would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
I will now transfer your complaint to my colleague Matej (matej@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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2 years ago
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Meanwhile, I still have a few oddities at Palmcasino
noticed that in Novomatic games, reels 1 and 2 jerk when you win.
You can also test this in demo mode.
Furthermore, in the demo mode of Gamomat Ramses Book is like in other Cainsos
the number of win lines and the bet on the bottom left.
When playing for real money the settings are on the right from top to bottom.
I almost don't think that's normal.
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2 years ago
Hello chspe,
I am sorry to hear about your troubles.
I checked the rules and asked the support. Indeed the rules work in a not-very-friendly way:
Dear XY,
Thank you for reaching out to us!
We apologize for the late response, but during the World Cup we have a lot of winners and we're doing our best to assist everyone!
About your rollover query, I'd like to inform you that you'd have to wager each of your deposits 10 times. With the example you've provided, this means that you'd have to reach a rollover requirement of 2000€, in order to submit your withdrawal request successfully.
More detailed step by step explained:
If you deposit 100€, you will need to wager 1000€ in order to submit a withdrawal request.
If you lose the 100€, and you deposit another 100€, your total deposit amount will become 200€, which means that you'd have to wager 2000€ in order to submit a withdrawal request.
Thank you for your understanding!
We hope that this will clarify the situation, and if you'd like to ask, or add anything else - feel free to contact us again!
Best regards,
Scott | Customer support
I would like to invite the casino representative into the case:
Dear casino representative, could you please explain why the rules about wagering the deposit work like this? We consider how the wagering work to be not friendly if I would like to say it nicely.
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2 years 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 years ago
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hello and merry christmas
Unfortunately, it gets even better.
I was lucky enough to deposit €40 today and with the bonus a higher amount
to earn. After I had used up the bonus balance (€3200) I was left with almost €1900
left over. Then a window flashed "bonus balance wagered, you won €400) the rest was gone. I do not recommend anyone to invest even 1 cent in this casino.
And you can't have the account closed either, it's simply ignored.
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2 years ago
I am extending the timer one more time. Just recently, the new person started handling complaints about this casino and because of the holidays, it may take some time till he answers.
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2 years ago
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So, I've informed myself a little about my legal position in terms of casinos.
I played and won at duxcasino (malta license) about 3 months ago.
However, no winnings were paid out. Honestly, I was refunded all the money I had invested without asking. Today I know that the casino does not have a gaming license valid in Germany and has therefore acted correctly.
The same also applies to the Palm Casino. So the game contract is also invalid there
and the casino would have to refund all of my deposits.
If I had had winnings, the casino could claim them back.
Of course, I can also work with a lawyer, then it will be more expensive for them.
Would you please pass this on to the casino and say hello from me?
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2 years ago
Unfortunately, it takes a bit longer for the casino to respond during the holidays. So please be patient. I am sure that the casino will write you back after the holidays.
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2 years ago
Dear Matej,
The explanation provided by our colleagues from the Customer Support is accurate. We acted based on rules in the Casino’s T&C.
This remains our final position on this case.
Kind Regards,
PalmSlots Casino Team
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2 years ago
Dear PalmSlots Casino Team,
Could you please at least explain why this rule works this way?
You are the only casino in the world where this wagering is cumulative.
This is the second case where the player is complaining about it.
I believe that even from the terms, it is not clear that it should be applied this way, not to mention that asking players to wager even lost deposits, we consider to be unfair and not logical.
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2 years ago
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You're good, I'm curious about their answer.
LG,
Christian
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2 years ago
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By the way, the casino belongs to the Shark77 Ltd group, if that helps.
(was always on the deposits)
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2 years 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 years ago
Unfortunately, the casino didn't explain why they are forcing players to follow such a predatory term.
In this situation, we don't have any choice, and we must close the complaint as unresolved.
We also created a warning which warns players about the uncommonly high wagering requirements.
I would strongly recommend that chspe contact the licensing authority. In this case, I believe that it could help. With Curacao, it is like 50:50, but it is definitely worth trying.
If you don't know how to do it, please get in touch with me via email: matej@casino.guru and I will help you with that.
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2 years ago
We’ve reopened this complaint at the request of PalmSlots Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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2 years ago
Hello chspe,
The casino representative informed me that the casino had changed its terms and conditions. Based on the new terms, you can withdraw the money without wagering, and the problem is fixed.
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2 years ago
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And what's the benefit for me? Do you think I would play at this casino again?
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2 years ago
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It's all in the complaint. Sorry, I just don't feel like I'm being taken seriously
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2 years ago
Hello chspe,
Sorry, the complaint was closed for some time, so I just ask to be sure.
In this situation, the casino should compensate you for the lost money.
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2 years ago
Hello chspe,
The casino representative informed me that you need to submit your withdrawal again, and it will be paid out.
Could you please do it?
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2 years ago
Thank you, chspe.
So please let us know when you receive the money and one more time sorry for the trouble you had.
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2 years ago
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I'll do it, I haven't received an answer or any money yet.
I wrote to Palmslots in German.
LG,
Chris
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2 years ago
I have been told that the balance you had when you started complaining, minus the money that you withdrew from that balance, was returned to your account and is ready for withdrawal. But let's wait to see how the casino responds to you.
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2 years ago
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Tried logging into Palmslots, account was closed.
Or did I misunderstand something and they transfer the money back directly to my bank account?
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2 years ago
I am not sure.
Let's ask the casino representative:
Dear casino representative, could you please explain what happened and how will be chspe compensated?
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2 years ago
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This is once again typical Palmcasino. a reputable casino such as Dux would have refunded all deposits.
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2 years ago
Hello chspe.
I spoke with a casino representative. The department involved in the case has some difficulties regarding this case and needs to solve everything before proceeding to payment. Please wait until they solve the issue. I am very sorry for the inconvenience.
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2 years 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 years ago
Hello chspe.
Today the casino representative informed me that the casino would refund you the 2000 EUR. Please check the messages the casino support team already wrote to you.
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2 years ago
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They wrote to me yesterday and wanted my documents.
I sent these to you. We will see.
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1 year ago
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Unfortunately, nothing has happened since the documents were submitted.
There is nothing on my account yet. 🙁
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1 year ago
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It was refunded today. What can I say? Many thanks for your help.
Without you I probably would have gotten nothing.
LG,
Chris
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1 year ago
Dear chspe,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Matej
Casino.Guru
