PalmSlots Casino - Player’s withdrawal has been delayed.

I have been waiting for days for the casino to pay me. I have already contacted them through chat and email, but I always get the same response.

Dear Jaciel,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Account has already been verified and so far nothing is just wrong

It's been a week and nothing from this casino ever pays me the same messages going on and on

Unfortunately, it's been 10 days without always receiving the same messages, just messing around saying there's a problem with the pix that has different payment levels, it seems to me that the casino tricked me

Now they blocked me in the chat I hope the guru site helps me because I notice a lot of complaints about this casino

It's been 12 days until today nothing from the casino has paid..no email answered

Dear Jaciel,

Have you received your withdrawal from the casino yet?

Good evening, I didn't receive it...in addition, I tried to contact the casino several times, always the same messages that have a high withdrawal rate and then other messages that have problems with the payment provider..conclusion they are blocked if you want, I have all the conversations saved ..no emails answered..I ask for your help

If the site needs it, I have 40 chat conversations trying to resolve it and nothing. As I see it, it's not just my case, 17 days without receiving payment just drags on...

Thank you for your reply, Jaciel. Have you made any successful withdrawals before? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, post a screenshot of your withdrawal history here.

Have you accumulated your winnings with or without an active bonus?

Good morning it was pending now he canceled my withdrawal I played with banus and concluded..fraudulent casino now that I exposed them here in addition to not paying me they canceled my amount...I don't recommend anyone to set foot in this casino

I have never withdrawn from this casino, it was the worst experience of my life, 17 days waiting, just stalling saying that I was going to leave and the withdrawal was pending, if you want, I will send all the conversations and tele captures by email

Do I understand correctly that the casino confiscated your winnings? Have you received any explanation regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The response I received did not meet the bonus standards...they canceled the bonus

After 17 days they told me this in short After I complained to you they did this by not paying me I will never step foot in that casino again

I WOULD LIKE TO KNOW WHAT EXPLANATION THEY GAVE TO YOU

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, good evening, I just sent a response from the casino and prints of the conversations via email kristina.s@casino.guru waiting for my withdrawal after 17 days they come with this response

I see that the casino accused you of breaching multiple bonus terms. Could you please clarify which bonus offer you redeemed? If you activated the bonus with a deposit, please specify how much money you deposited.

I deposited 113 reais and managed to make almost 3 thousand, but they practically deducted almost 2 thousand.. and it's easy now after 17 days waiting for them to say this.. as I sent the prints I asked if everything was ok, everyone said to wait... the value of the bonus that they were going to pay me 900 and a little more deposit value.. he claiming that I downloaded and skipped the post but at no point did I act in bad faith because it would be impossible to play the amount they told me they stipulate

Never stepping foot in that casino again would be much more important, they said at the beginning not after 17 days and that I filed a complaint with you here

Which bonus did you play with, please? If possible, post a link or promo code to the offer you activated here. Thanks.

I used the first deposit coupon PSWEL200

One of the rules the casino claims you breached is the maximum allowed bet. I checked the bonus T&Cs and I found this:

"- Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currencies). or 5% of the given bonus, whichever is lower."

Did you place any bets over the maximum allowed bet while your bonus was active?

I don't remember because for you to reach the bonus target that they stipulate you will never achieve it and another thing if they say that and they only have to prove it simply in fact as I saw in other comments they didn't pay other people and they didn't want to pay me... Sad, we're not talking about 10 thousand, but 1. 100 reais

Just to complete my dissatisfaction from the beginning, he will say that everything was ok as I sent the prints

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history to my email address - kristina.s@casino.guru. Thanks.

I'm not okay, I'll never set foot in this casino again. As I explained previously, 17 days of waiting, they didn't say that, but that's okay.. I could have looked at the reviews before entering

I apologize, but I don't understand how this relates to my last message. Could you please elaborate? Are you no longer interested in proceeding with this complaint?

Good morning complaint if there will be no solution?

I just wanted my money. More casino didn't want to pay what to do

If you indeed breached the maximum allowed bet, we are not able to help further and your winnings were confiscated in compliance with the bonus terms. However, if you believe you didn't breach this rule, we need to review your game history which I still have not received from you.

I checked the bets I didn't find any bet higher than the allowed one..ask the casino to inform the higher bet..as they are claiming that I did it and simple and just pull the bet that breaks the law

So please forward the game history to me as I requested a week ago. We are not able to proceed with this complaint without any supporting evidence.

Unfortunately, I chose the wrong casino to play, but thanks for your attention.

Do I understand correctly that you are no longer interested in proceeding with this complaint?

Dear Jaciel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have no way to prove it. Unfortunately I don't know what to do

As I explained we need your game history in order to proceed with a case like this. Since we haven't proceeded with this complaint for almost one month, I am afraid that we cannot support you further and we cannot keep this complaint open forever asking for the same information over and over.

Since you failed to provide the necessary evidence, I am forced to close this complaint. 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.