The player from Germany had requested PalmSlots to close his account due to gambling addiction several times, but the account had remained active. He had also sought a refund for his deposits made between the dates of his self-exclusion request and the actual account closure. The casino, however, had argued that the self-exclusion procedure was completed within a reasonable amount of time and that any account activity during the pending self-exclusion period was the player's responsibility. The player had provided evidence of his deposits during this period. After reviewing all the information, we had concluded that the casino had acted within its rights and the self-exclusion procedure was completed in a reasonable timeframe. Hence, no refund was due to the player. The complaint was subsequently rejected.
PalmSlots Casino - Player’s request to close account for responsible gambling ignored.
Amount: €300
PalmSlots Casino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I have requested several times for Palmslots to block my account due to gambling addiction.
They have not blocked my account.
Is it possible to get my money back?
Dear hanemannroman,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward the original emails that you have sent as requests for self-exclusion? My email address is petronela.k@casino.guru.
- Was the first attempt to close your account due to a gambling problem made on the 13th of March 2024?
I have checked the Responsible Gambling section on the website (here) and this is what I found:
3.22.2. The customer acknowledges, agrees and accepts that a Self-Exclusion Request as meant in section 3.22.1. is deemed properly formatted if and when it complies with the criteria as set forth in section 3.22.3. If customer’s request does not comply with the said criteria, the Operator is not required to treat the request as a request for Self-Exclusion and the Self-Exclusion Policy shall then not apply to customer’s request.
3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from palmslots.com, he/she needs to contact us on the following email address: customercare@palmslots.com.
I can see that you sent an email to a different email address but your request was acknowledged:
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
I have forwarded the email to you.
I wrote the request to two email addresses. When the casino asked me why I wanted to close the account, I said it was a gambling addiction. The account was not closed. Yesterday I lost a lot of money again.
Thank you very much, hanemannroman, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello hanemannroman,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear PalmSlots Casino,
Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
Good afternoon Michal,
Thank you for your message.
I just received a message that my account has now been blocked.
Do I have a chance of getting my money back?
Based on the following screenshot, you can obviously see that the account was not yet closed on March 19, 2024.
On March 19th I received free spins again. I would like a refund of all my deposits from 03/13/2024 to 03/19/2024. 
Dear Casino Guru and hanemannroman,
Thank you for reaching out to us.
We have reviewed the customer’s inquiry and the player's account has been excluded according to our standard procedure. We are dedicated to responsible gambling and aim to respond to every enquiry promptly. It is important to note that customers are required to submit a formal request to our specialized team to the provided e-mail address for the processing of self-exclusion. It is necessary to clarify that during the period of pending self-exclusion, the player takes sole responsibility for any account activity.
Our commitment to efficiently processing all requests remains firm, and this specific case is an example of our dedication to timely resolution. As outlined in our Terms & Conditions, upon registration, the customer agrees to comply with our policies.
Nevertheless, please understand that there is a technical timeframe necessary to fulfill the request as there is a specialized team that personally handles each case. The player used the Free Spins before the exclusion was applied and confirmation mail was received. These Free Spins require no deposit and are acquired at the player’s discretion by collecting them from their Missions tab. Once the user received a confirmation via email from the respective team, his account was no longer active.
As you can see from the customer's screenshots, the first one for the self-exclusion is taken at 11:33 and the second one that he uploaded is taken at 10:45, which proves that the exclusion was applied after he used the free spins.
We hope this information is sufficient. Do not hesitate to contact us for any future inquiries.
Kind Regards,
PalmSlots Casino
Ladies and Gentlemen
This is not about the free spins but about the deposits from March 16, 2024.
I told PalmSlots to close the account on June 13, 2024 due to gambling addiction. The email was used:
customercare@palmslots.com
My account was only blocked on March 19, 2024. People also asked several times why the account should be blocked, even though the answer had been known for a long time.
I expect a refund of €270.
Good day,
Is there perhaps any news yet? 😊
Dear PalmSlots Casino,
Would you be able to provide us with a history of the player's deposits from 13.3. until 19.3.?
Hello Michal?
Thank you very much for the answer 🙂.
Here is the history of deposits.
Attached are further documents.
Bank statement and Paysafe statement.
€320 was deposited during this period.
Dear hanemannroman,
When you reached out to us with your request, we offered to assist you by providing Responsible Gambling tools, which you declined. Our chat support team then instructed you on how to submit an official request via the appropriate e-mail, and we sent you an e-mail on the same day containing our T&Cs and instructions. The account was closed within the designated timeframe mentioned in our Terms to which you agreed upon registration.
Kind regards,
PalmSlots Casino
The account was only blocked when I filed a complaint with Casinoguru.
If it weren't for the complaint, the account would still be open today and they know it.
Dear hanemannroman,
Please, were there any deposits made on the day of the account closure, that being the 19th of March?
Hello Michael,
No, no deposits were made on March 19th.
Dear hanemannroman,
After going through all the information available to me, I have to inform you that the casino is in the right in this case. They had completed the self-exclusion procedure in a relatively reasonable amount of time, and since there is a necessary timeframe that casinos need to sort through and deal with all the requests manually, there is no refund to be made in this case.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
