The player from Germany has access to his active Free Spins limited. We rejected the complaint because the player didn't respond to our messages and questions.
PalmSlots Casino - Player's Free Spins are not accessible.
Amount: €2,800
PalmSlots Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.1
PalmSlots Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I Error1905 deposited €300 at palmslot and received a 200% bonus. Brought my account up to almost 2800. Every now and then I did a bonus hunt, which means collecting free spins to play everything afterwards. Not the first time. Do a collected free spin on Book of Shadows today, it pays me €80 only the profit is not booked and my account is still at zero €. Guess maybe a mistake. Then I go to another game Fate of Olympus and again, free spins credit is not booked and nothing can be seen in the Bet ID. I still have 67 different free spins worth almost €2800. I go to the games where I have collected free spins. The free spins are all there but the win is not booked. On 11/27/22 at 12:36 my balance was zero and at 12:41 my bonus was deleted. But I still have the unopened free spins. Can you help? After all, it's about 2800 €. I'm not concerned with a payout, but would like to gamble my games.
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2 years ago
Dear Error1905,
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. Do I understand correctly that you have bundles of Free Spins inside several games but those Free Spins are unavailable? Are those winnings or you haven't played your Free Spins yet?
Additionally, please forward your bonus and cashier histories along with any relevant communication to petronela.k@casino.guru.
I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hi!
So I have a lot of free spins that have not yet been played. When I play the free spins, he doesn't credit the winnings to my account. So my balance remains at zero €. Last time I played Gates of Olympus and the game made 46.88 wins but the win is not credited. Thought it was a bug played another free spins game, same problem. Nothing can be seen in the betting IDs either. As for the last games. I'll send you some pictures. I'm not looking for a payout, just want to play my games.
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2 years ago
Do I understand correctly that you have redeemed/activated multiple consecutive Free Spins without placing any real money deposit in between?
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2 years ago
Translation
I bought several free spins and earned them but haven't played them yet. Until I ran out of money, i.e. it was down to €0. Then my balance was empty and my bonus was lost. The free spins are still there, but if I play them, I don't get the credit that was earned through the free spins.
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2 years ago
Translation
Player's additional comments:
"Well, I have a lot of free spins that haven't been played yet. When I play the free spins, he doesn't book the winnings into my account as a credit. So my credit remains at zero €. The last time I played was Gates of Olympus and the game got 46.88 win but won't credit win. Thought it's an error played another free spins, same problem. Nothing shows in bet IDs either. Regarding recent spins. I'll send you some pics I'm not looking for a payout, just want to play my games.
I bought several free spins and earned them but haven't played them yet. Until I ran out of money, i.e. it was down to €0. Then my balance was empty and my bonus was lost. The free spins are still there, but when I play them, I don't get the credit that I earned from the free spins."
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2 years ago
One last thing please, Error1905. Could you advise if you completed the required bonus wagering already or if you lost your funds before the wagering was completed?
