The player from Germany had a pending withdrawal at the casino that had not been processed for over 24 hours, which he found unusual. After passing the casino's KYC verification, his withdrawal got rejected due to unfulfilled wagering requirements. Despite his efforts to meet the requirements, the player lost his balance. We had confirmed that the casino's terms and conditions stipulated the need for wagering deposited funds at least 5 times before withdrawal. As the player lost his balance while attempting to fulfill these requirements, we were unable to provide further assistance. The complaint had been closed.
PalmSlots Casino - Player’s withdrawal is delayed.
Amount: €500
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.
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Translation
Dear Casinoguru Team,
I initiated a withdrawal at this casino over 24 hours ago.
Since then, the status hasn't changed at all. I find this very strange! I'm not used to this happening.
At all the casinos where I have previously played, the withdrawals were made available on the same day.
Automatic translation:
Public
Public
8 months ago
Dear hanemannroman,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
Sensitive attachment
Sensitive attachment
8 months ago
Translation
Hello Veronika,
Thank you for your reply.
I passed the verification.
But something happened yesterday that I can't believe.
The withdrawal was rejected and I had to wager another €378.
I am attaching screenshots.
Then I played and lost €400, I'm pissed.
I deposited €20 and won €500.
However, support told me that I had to wager all my deposits 5x. That's not fair 🙁
Automatic translation:
Public
Public
8 months ago
I have checked the terms and conditions, and this is what I found:
7.3.22. Funds which have been deposited and not used for wagering or gameplay shall not be available for withdrawal. In order to withdraw any or all deposited funds, such funds shall be wagered at least 5 times in full.
It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend you contact the casino and follow the instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire about additional information regarding the cost of transaction processing.
It is also important to note that bonuses come with their own wagering requirements, so if you played with a bonus, you might be requested to wager even higher sums.
Could you please confirm if you finished the wagering, or did you lost all the money?
Public
Public
8 months ago
Translation
Okay, thank you very much 🙂
Unfortunately the money is gone 😩
Automatic translation:
Public
Public
8 months ago
I'm very sorry to hear that. Unfortunately, since you lost your balance while trying to fulfill the wagering requirements, we are unable to assist you any further.
This complaint will now be closed. 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.
