PalmSlots Casino - Player’s bonus winnings were voided.

hallo

ich habe am 29.10.2022 200 euro eingezahlt mit 75 protzent bonus

nach erfolgreicher umsetzung des bonus konnte 1474 euro zur auszahlung beantragen.

da dies nicht meine erste auszahlung in diesem monat war erhielt daraufhin am 1.11.2022 folgende nachricht:

Für Ihre ausstehende Auszahlung wird eine Gebühr von 8% berechnet, da Sie innerhalb der letzten 30 Tage bereits schon eine Auszahlung vorgenommen haben.

bitte teilen sie uns mit ob sie mit den bedingungen einverstanden sind.

da ich die gebühr von 8 protzent nicht haben wollte entschied ich mich zu warten und später erneut die auszahlung zu beantragen.

am 29.11.2022 habe ich dann erneut die auszahlung von 1474 euro beantragt.

3 tage später als ich mich einloggte erhielt ich dann folgende nachricht:

ihre auszahlung wurde abgelehnt da eine bonusmanipulation festgestellt wurde.

die einzahlung habe ich nicht zurück erhalten wie normalerweise üblich.

ich habe mit diesen bonus nur 1 slot gespielt(laut bonusbedingungen erlaubt) und den einsatz nie geändert.

deshalb liegt aus meiner sicht keine bonusmanipulation vor und ich reiche diese beschwerde ein.

am 1.11.2022 wolte man den gewinn noch mit einer 8 protzent gebühr auszahlen

und jetzt auf einmal stellen sie eine bonusmanipulation fest.

ich fühle mich betrogen.

ich bin voll verifiziert und es ist nicht meine erste auszahlung.

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino about which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

nein ich habe keine genaue erklärung bekommen

ihre auszahlung wurde abgelehnt da eine bonusmanipulation festgestellt so die mitteilung des casinos

es war ein 75 protzent special halloween bonus jeden tag verfügbar bis 31.11. bonuscode:WITCH150PS

die genauen bedingungen kann ich nun nicht mehr auf der casino promotionen seite finden da es den bonus nicht mehr gibt.

aber er hatte dieselben bedingungen wie der casino willkommensbonus ich konnte jedenfalls keine unterschiede feststellen

Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi fowi30,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite PalmSlots Casino to the conversation to participate in the resolution of this complaint.

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.

Hi fowi30,

I'm still trying to get a response from the casino. I hope there will be a reply soon.

Hi fowi30,

It seems there will be a different person handling the complaints. I gave them access and hope that we can make some progress here.

ich verstehe nicht ganz.

Hi fowi30,

It means that there's a new person who will handle the complaint on the casino's side. However, they asked for more time. We will extend the timer one last time and if there's still no response, the complaint will become "unresolved" which will affect the casino's rating.

Dear Peter and fowi30,  

After a check up on the player’s account, we noticed certain irregularities. As per our Terms and Conditions we reserve the right to conduct such investigations at any time:  

"6.14. NewEra B.V. reserves the right to review transaction records and logs whenever it deems this to be necessary. If, consequent to these reviews, it becomes clear or it is suspected that the account is being: 

• Used as a non-recreational play type; or 

• That players are colluding and thereby distorting the gameplay, or 

• are in any manner not complying with these terms and conditions, 

NewEra B.V. will cancel all withdrawals and all winnings will be revoked. In any case, however, the player will not lose the right to withdraw the amount originally deposited.  In addition, NewEra B.V. reserves the right to suspend such accounts." 

Full T&C: https://palmslots.com/pages/terms-and-conditions 

A more in-depth investigation of the gameplay of fowi30 was required after the initial check. We concluded that the player used a non-recreational play type, which is in direct breach of the Casino’s T&C.   

This is the reason why the player’s winnings were deducted.   

Kind Regards,  

PalmSlots Casino Team 

Dear PalmSlots Casino Team,

Please send a proper explanation of the "non-recreational play" to my email address because this can be practically anything. We had cases where according to the casino the non-recreational play was making "too many bets on red". This clearly requires a better explanation.

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.

Thank you Palm Slots Casino team for the detailed explanation of the situation.

Dear fowi30,

The casino provided evidence and explanation of what happened with the game "Gold Digger Mines" that you played in Palm Slots Casino and in several other casinos. The data suggest that you found and used a loophole in the game that helped you easily turn the bonus money into real cash and so avoid the wagering requirement. I tested the game myself and know how it works now. Since the same issue occurred in several casinos, we can rule out the possibility that this happened by accident. The intention to use the loophole in your favor is quite clear and therefore you are not eligible for the winnings. On the other hand, if the casino didn't let you play this game because of its nature and how it works, this wouldn't happen. That is why we find it fair to return the player's deposit as was already agreed with the casino. The complaint will be rejected. I wish I could be of more help.

Best regards,

Peter