The player from Germany encountered an issue with a €100 deposit made to Palmslot Casino on 09/27/24, which had not been credited to their account despite being withdrawn from their bank. Ultimately, the complaint was resolved when the player confirmed that the deposit had been credited to their account. In a communication the player adressed to us, he insisted we include the clarification he doesn't consider the issue resolved by the casino, but by his bank. Based on this information we updated our clasification of the complaint.
PalmSlots Casino - Player's deposit is delayed at Palmslot Casino.
Amount: €100
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 closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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2 months ago
Translation
```html
Hello,
On 09/27/24, I made a 100 € deposit via Open Banking at Palmslot Casino.
As of today, 09/30/24, the deposit still hasn't been credited to my account.
The deposit was withdrawn from my bank account within seconds on 09/27/24.
On 09/27/24, I received a confirmation email for the deposit of 100 € from the payment initiation service: noreply(at)saltedge.com
A payment instruction for a purchase, conducted by ISX Financial EU PLC through ISX Financial EU PLC from your ***** account, was initiated by fino run GmbH.
Recipient name: ISXPay!
Everything is verifiable:
Recipient's IBAN number
Bank details
Recipient of the 100 €
Reference number
Purpose of use
Palmslot reference number
Transaction code at Palmslot
Even though Palmslot Casino has all the evidence that a deposit was made, the casino has not credited my deposit.
I've had to send this evidence multiple times to Palmslot Casino's support via email and live chat.
According to Palmslot support, it will take several days to compare the bank details, IBAN data, transaction code, etc.
How long am I supposed to wait for my 100 € to be credited? Another week or a month?
The replies to my emails to Palmslot support just say "Please be patient. Deposits take several days."
They don't specify how many days. They just say, "It takes several days!" This is unacceptable!!!
In Palmslot's live chat, they just keep saying, "Please be patient. Deposits take several days. Email support(at)palmslot.com."
Even though I've repeatedly informed Palmslot live chat agent VICTORIA that I've already sent multiple emails to support(at)palmslot.com, she just replies, "Send an email to support(at)palmslot.com!"
Does VICTORIA not read what I write??? Or is she just trying to make me angry??? Or provoke me intentionally???
I constantly have to upload the same evidence and screenshots in the live chat.
They always ask the same questions and respond with general template messages like "Please be patient" in the chat.
At the end of the chat, they ask, "Can I help you with anything else?" even though my initial issue is unresolved and my questions remain unanswered.
Chat agents do not take players seriously and just keep stalling.
Additionally, there's no response from the payment initiation service saltedge.com, ISX Pay, or fino run GmbH.
Nobody replies to emails. The only responses are impersonal standard emails saying "We are not responsible for this."
Everyone shifts responsibility to someone else.
Furthermore, Palmslot support claims they need more days to compare the bank details and transaction code, saying "Please be patient" ... even though 4 days have already passed.
Normal people can compare numbers in a maximum of 5 minutes... Palmslot needs days or even weeks for it!
I think my 100 € is lost.
To me, it looks like a scam when money is withdrawn from my bank account supposedly for Palmslot, but after days, it isn't credited to my casino account, and support pretends they can't find my money.
The money was correctly withdrawn from my bank account for ISX Pay.
My bank confirms everything was processed correctly.
Did fino run GmbH misappropriate my 100 €? Or ISX Pay? Or Palmslot's bank???
Where is my money?
ISX Pay correctly and promptly received the 100 € for Palmslot Casino.
I have evidence of my deposit on 09/27/24, such as screenshots, bank statements, transfer proof, email confirmation from saltedge.com, and a transaction code at Palmslot!
I can provide these to the Casino Guru team if needed.
By the way:
I've been a member of Palmslot Casino for a long time and have played there often.
Since January 2024, there have been issues with deposits.
After 2 days, they were eventually credited.
In this case, it's already been 4 days, and supposedly Palmslot support doesn't know where my deposit is.
The transaction status of this deposit has been "Pending" since 09/27/24!
Best regards,
Mr. W
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2 months ago
Dear HerrW,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. To ensure the transaction is cleared is a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.
If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.
I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.
Best regards,
Tomas
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2 months ago
Translation
Hello Thomas,
My situation is misrepresented here.
1. €100 was actually debited from my bank account for ISX pay for the Palmslot Casino... and NOT just "almost"!
2. I actually made a deposit of €100 using Open Banking, which was actually debited from my bank account.
If scammers withdraw €100 from my bank account using the bank details these scammers obtained through Palmslot Casino...it is NOT my bank's fault.
My bank did not make a transfer or standing order, but these fraudsters debited the €100.
A direct debit is not a transfer.
3.The recipient of this deposit at Palmslot Casino is ISX Pay.
ISX Pay has to forward my €100 to Palmslot.
4. So ISX Pay did NOT forward my money to Palmslot Casino.
OR Palmslot Casino received my €100 from ISX Pay and just isn't crediting it.
5. ISX and Palmslot Support do NOT respond to my emails.
Both do NOT explain to me what happened to my €100 deposit and do NOT explain where the money went and do NOT explain who has the money.
6.My bank is NOT responsible for the transaction between ISX pay and Palmslot casino.
This is a different money transfer than between my bank and ISX pay.
In any case, ISX pay received my 100 €.
Example to illustrate this:
When my employer pays me my salary into my bank account.
However, if I do NOT pay the rent to my landlord from my bank account, then it is NOT my employer's fault that my landlord does not receive the rent.
And 7.
I don't understand why the Casino.Guru team is not willing to ask Palmslot what happened to my deposit of €100 on 09/27/24!?
Why does Casino.Guru NOT help me and leave me alone with this problem?
Then I could have saved myself this complaint if Casino.Guru doesn't help me anyway!!!
I got the impression here that Casino.Guru is on the side of the casino and blames the player and his bank (me and my bank) for the fact that ISX pay is NOT transferring my 100 € to Palmslot
OR BUT
Palmslot already has my money but doesn't want to credit me!
It is NOT my fault or that of my bank if Platincasino does NOT credit a correct debit from my bank account!
8. I will then complain to the Palmslot Casino licensor and inform the authorities and media in Curacao that fraud is being committed with players' funds and that Palmslot is not crediting deposits.
I reserve the right to take criminal action.
Either ISX pay is the scammer or Palmslot or both together.
The public prosecutors in Curacao, the Netherlands and Germany will surely find out.
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2 months ago
I fully understand your frustration, HerrW. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 24 days to allow a full month for the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.
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2 months ago
Translation
Update 03.10.24 , 11:25 am (German time):
I received an email this morning, 03.10.24, from ISX Financial Money
chargebacks(at) isxfinancial.com
This email from 10/3/24 was also sent to Platincasino support and the Casino.Guru team at the same time.
That's why Casino.Guru has responded here, but Platincasino support is not responding.
My deposit from 09/27/24 was (allegedly) only posted to ISX Money on 09/30/24.
So my payment for the Platincasino was made.
However, Platincasino rejected this deposit WITHOUT giving any reason.
I've been playing there for a long time and have always deposited and played without any problems...and suddenly the casino simply rejects my deposit WITHOUT giving a reason.
What is actually going on in the casino?
To date, this deposit has NEVER been credited to Platincasino.
ISX Financial Money did not voluntarily transfer these €100 back to my bank.
My bank is now trying to transfer the 100 € back.
I don't know if it will work.
Although Platincasino now knows all the facts and has received numerous proofs from me regarding the deposit (and my account is verified), Platincasino refuses to communicate with me.
Except for these 3 automatic emails, up to 09/28/24, Platincasino support has NEVER written me back an email and NEVER answered my questions and NEVER clarified this matter with me personally.
Apparently Platincasino is NOT interested in solving the problem.
Only here at Casino.Guru has Platincasino reacted and responded 1 time.
I find something like that more than just dubious.
greeting
Mr. W
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2 months ago
Translation
Update 06.10.24, 09:55 (German time)
Still haven't received a single reaction/answer from Platincasino support.
Not received a single response to my emails or messages via contact form.
And I'm still blocked from live chat so I can ask there.
Platincasino refuses any communication, reaction and refuses to contribute to the solution.
Platincasino also no longer responds to Casino.Guru in this complaint.
ISX Money received my 100 € from my deposits for the Platincasino.
The deposit was on 09/27/24 and today is 10/06/24.
10 days have passed and this €100 deposit has neither been credited to my Platincasino account nor voluntarily transferred back to my bank account.
The money has not been transferred back to my bank account to date.
Platincasino explained here in my complaint...
"If the money has not been credited after 5 days, I should contact Platincasino Support again for help"
I contacted Platincasino support after 5 days and they know about the problem but are not responding.
And even after 10 days Platincasino does not respond.
By the way, ISX Financial Money had written to me that they had received my €100 for the Platincasino...but otherwise no further response from ISX Financial Money.
My 100 € deposit has disappeared.
Either
1. ISX FINANCIAL Money embezzled my money
or
2. ISX Financial Money forwarded the money to Platincasino and Platincasino embezzled my money
There are no other options in this case.
The money has to be somewhere.
But neither ISX Financial Money nor Platincasino are willing to do anything to get my money back.
Note:
My bank is working on helping me.
Conclusion:
The Platincasino is dubious and does not keep its own promises.
ISX Financial Money is also dubious.
Stay away from this casino!!!
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2 months ago
Translation
Hello,
This complaint can be closed.
I have now received the deposit credit.
greeting
Mr. W
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2 months ago
Hello HerrW,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 months ago
Translation
Hello,
I don't understand why Casino.Guru has extended the deadline again.
I wrote clearly two days ago that this complaint can now be closed.
I gave the impression that no one here at Casino.Guru reads what I write.
Then do what you want, I will not answer here anymore because this matter is over for me.
Greetings and End
Mr. W
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2 months ago
Dear HerrW,
We're glad to hear your deposit was recovered. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
