PalmSlots Casino - Player's winnings have been dramatically decreased due to unfinished free spins.

I deposited 20 euros at the casino and got free spins, after playing I had 0.09 euros of bonus money left in the account and you can't play that amount anywhere. I made the next two deposits without bonuses and free games, I won approx. 2000 euros which could not be withdrawn, then I rolled the money thinking that a certain rolling amount must be played. About 1,900 euros were still in the game account when it suddenly changed to about 50 euros. In the chat, they answered that since I hadn't finished playing the free spins, the new deposits are treated as bonus money and therefore my winnings changed to the maximum amount of free spins of 50 euros. However, I deposited a total of 80 euros. In the chat they said that the bonus should have been canceled before the next deposit, so this 9 cents, which is not enough to play with any fear. Yes, I really felt cheated.

Dear Tusuttura,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please advise if you were warned by any message that your free spin bonus would not be canceled after your balance dropped to 0,09€? Were you informed that the free spins would be active even with a new deposit, up until you finish the wagering requirements?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your answer. At no point did I receive information that the free spins are active when I make a new deposit.

Casino has not responded to my email at all.

Could you please send me the exact name or the link to the bonus you received?

What types of games did you play? Slots, live casino games, table games?

I don't remember the exact name of the free bonus, I printed the free spins from the Casino website and I got 10 spins for a game. I played the Buffalo king megaways game with a bet of 50 cents-1 euro.

So I clicked on that picture of the gift package and got these free spins from there.

I would also add that I played the ten free spins I got to the end, and I also played the few euros I got with them so that the balance remained that 9 cents, which is not enough to play any game, so I had some money left.

Could you please ask the casino to provide you with your gaming history in Excel format? When you receive it, please forward it to veronika.l@casino.guru. Thank you.

I put a request in email and chat. Let's hope they answer.

I sent the information I received from the casino to your email.

Thank you for your emails. The casino stated that they may send you the requested information if you provide them with additional verification documents, namely a copy of a valid government-issued ID and a utility bill that contains your physical address and was issued in the past 6 months. Could you please advise if you have done that?

I have done that and after that they sent the file behind the password that I sent you.

Thank you very much, Tusuttura, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.

Thank you for your help

Hi Tusuttura,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask PalmSlots Casino to join this conversation and share more information regarding the case.

Can you please specify which condition in your terms and conditions caused the player's deposit to be converted into bonus money?

Thank you.

Best regards,

Tomas

After the first talke, I took free spins, I got 10 of them. I played for so long that I had 0.09 euros in my account, so I couldn't play any games. Then I deposited another 30 euros without any bonuses or free spins, I won 2000 euros which could not be withdrawn, even though I still have to recycle the money and at approx. 1900 euros the amount suddenly changed to 50 euros. The reason was that the casino said that I hadn't finished playing the free spins even though I had played them all (because you can't play anything for less than 10 cents) and therefore the new deposit was treated as bonus money, at no point was I warned about this. In the casino's opinion, before making a new deposit, you should have requested the removal of the bonus in their chat (i.e. this sum of less than 10 cents)

Fully agree, Tusuttura.

And on the 10.7 betting list on the casino's page, the winnings are still 1871.64 euros, but the money has strangely disappeared.

Dear Tusuttura and Tomas,

Thank you for reaching us with this matter.

The case has been escalated to the relevant department and we are waiting on their feedback. Once we have an update we will let you know.

Regards,

PalmSlots Casino Team

Dear PalmSlots Casino,

Sure. I will now extend the timer by 7 days. Please keep us updated on any developments.

Thank you.

Kind regards,

Tomas

Thanks for the answer.

I hope we can reach an agreement with Casino on this matter.

Hey! Casino announced that after their inspection, 1995.66 euros have been credited to my game account. And so it was. Now I'm waiting for discharge.

Great action from the casino to admit and correct their mistakes.

Thank you Palmslot and Casinoguru

I'm glad to hear that, Tusuttura!

Can you confirm if we can consider the case resolved, or would you prefer to wait until the withdrawal is processed?

Thank you.

Kind regards,

Tomas

Let's wait until the cancellation is in my bank account.

All right, Tusuttura. Kindly let me know once you receive the payment.

Thank you.

Kind regards,

Tomas

Hey! Money in my bank account.

Many thanks Tomas for your help❤️.

Thanks to the casino for being honest in admitting their mistakes❤️.

Everything is fine👍

Dear Tusuttura,

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,

Tomas