PalmSlots Casino - Player’s self-exclusion request was ignored.

Betreff: Rückforderung meiner Einzahlungen seit dem 04.06.2024

Sehr geehrte Damen und Herren von Palmslots bzw. CasinoGuru,

am 04.06.2024 habe ich schriftlich um einen Selbstausschluss von Ihrem Casino gebeten, da ich spielsüchtig bin. Bedauerlicherweise habe ich bisher keine Rückmeldung von Ihnen erhalten und konnte weiterhin Einzahlungen tätigen und spielen.

Insgesamt habe ich seit dem 04.06.2024 Einzahlungen in Höhe von 2.180 Euro auf mein Spielkonto vorgenommen. Da mein Antrag auf Selbstausschluss zu diesem Zeitpunkt bereits gestellt war und ich aufgrund meiner Spielsucht gehandelt habe, fordere ich Sie hiermit auf, mir den genannten Betrag von 2.180 Euro unverzüglich zurückzuerstatten.

Ich bitte um eine Bestätigung des Eingangs dieser E-Mail und um eine schnelle Bearbeitung meines Anliegens. Sollten Sie weitere Informationen oder Dokumente benötigen, stehe ich Ihnen selbstverständlich zur Verfügung.

Mit freundlichen Grüßen,

Dear tlipki,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

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

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Could you please forward the self-exclusion request to kristina.s@casino.guru? Do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Ja. ich habe weiterhin vollen Zugriff. Der Live-Chat verweist mich immer auf die Mailadresse des Supports (der mir nie antwortet)

Thank you for your reply, tlipki. I noticed that you not only failed to send the request to the correct email address but also never informed the casino about your gambling issue. At this point, I can only recommend that you send another request following my instructions. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to PalmSlots Casino (customercare@palmslots.com) and keep me informed about any further developments. Thank you in advance.

Ich habe dem Casino das schon mehrfach mitgeteilt…

Die lassen mich immernoch spielen. Bitte schließen Sie diesen Account - ich tätige die ganze Zeit Einzahlungen. Das Casino weiß um mein Spielproblem und sie lassen mich immer und immer wieder einzahlen und spielen.

Unfortunately, you have not forwarded me any emails in which you informed the casino about your gambling addiction clearly. If you have such a message, please forward it to me.

Doch habe ich nun

Please let me know if your account has been closed.

Erhalte ich eine Rückerstattung?

You would be entitled to a refund if you informed the casino about your gambling addiction before I instructed you how to request it correctly. Could you please advise if you currently have access to your casino account? Have you received any confirmation from the casino regarding successful self-exclusion?

Ich habe momentan eine Abhebung von 891€, die noch nicht ausgezahlt wurden. Ich kann immer noch spielen.

Bitte lassen Sie jetzt mein Konto sperren. Helfen Sie mir

Ich möchte bitte einer Erstattung der Einzahlungen. Das Casino wusste um die Spielsucjt

Seit meiner Mail, dass ich an Spielsucht leide, habe ich weitere 569,00€ eingezahlt. Ich möchte mindestens diese zurück.

Thank you very much, tlipki, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello tlipki,

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

Dear Michal,

The customer submitted a proper request on 24.06.2024 to the designated email address. Since some time is required to manually review each request, the exclusion was put in place on 28.06.2024.

Please note that we have a clearly stated timeframe mentioned in our terms for such requests. All actions taken were according to the publicly available instructions.

Regards,

PalmSlots Casino

Ich hätte gerne eine Rückerstattung der Einzahlungen seit dem 24.06.2024.

Ich kannte die Mail-Adresse von Ihnen nie. Mir wurde von Ihrem Live-Chat immer die Mail des Supports zugewiesen. Daher wurde das Konto nie geschlossen.

Dear tlipki,

Did you make any deposits on the day of the account closure, that being 28.6.?

Nein, nur davor.

Dear tlipki,

As the casino mentioned in their last reply, self-exclusion requests must be handled within a certain timeframe. On one side, the timeframe must be as short as possible so the players who are addicted to gambling can be protected. On the other side, the timeframe must be big enough for the casino to go through all of the requests manually and to make sure that all procedures are in order.

In this case, the whole self-exclusion process took a bit longer than we would have liked, but since there were no deposits made on the last day that your account was open, there is no refund to be paid out.

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.

Best regards,

Michal V, Casino.Guru