The player from Germany won 700 euros after depositing 50 euros and fulfilling bonus conditions. However, despite verification and observing betting rules, the casino accused the player of betting manipulation and canceled the winnings. The player later confirmed that the funds were returned after the casino investigated the case again.
PalmSlots Casino - Player's winnings have been confiscated.
Amount: €700
PalmSlots Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
8 months ago
Translation
Hello, I made a deposit of 50 euros and played using a bonus activated for me by palmslots. I fulfilled the bonus conditions as normal and afterward was lucky enough to win 700 euros. After submitting all documents for successful verification and thinking the money would be credited to me as normal, instead of the money, I received a message that my entire winnings had been cancelled before and after successfully complying with the bonus conditions due to betting manipulation. I was told that I had changed my betting patterns and stakes, which is absolutely untrue. Upon request, they sent me the disputed bets. I have reviewed these and found no manipulative behaviour that would breach the bonus conditions in any way. I have never had such an experience with any other similar provider (royalistplay and dreambet). I have attached all relevant information in the attachment and hope that you can help me since I honestly do not know why I was denied the payout and my winnings simply cancelled. I hope you can help me and would be very grateful. Thank you. (Unfortunately, I cannot upload all relevant photos) I will upload a photo that shows the betting history and under which also two disputed bets should be, where I deviated from my betting pattern. I am happy to send you the rest.
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8 months ago
Dear nilsboehringer12,
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. Could you please clarify which bonus you activated? If possible, please post here a link to the bonus offer you redeemed.
Do I understand correctly that the casino sent you your game history? If they did, please forward it to me together with any relevant communication between you and the casino. My email address is kristina.s@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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8 months ago
Translation
Many thanks for the quick response. I sent you an email again with all the relevant screenshots and information.
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8 months ago
Translation
The casino checked the case and found that they made a mistake. The money has been credited back
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8 months ago
Dear nilsboehringer12,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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