PalmSlots Casino - Player’s withdrawal processing is delayed.

Hello!

I made a withdrawal request 3000 euro on last monday 11.september. On tuesday KYC team asked me documents for security check- I sent them my bank statement- but they needed statement that included some information that wasnt in this statement (address) and they asked new documents on wednesday- selfie with id and screenshot about my bank account- I sent these documents immediately. Then I asked by email on thursday that do they have everything they need and same email on friday-still no answer.

I have asked live chat about my withdrawal and email address for asking about my problem- always answer that they do their best and there is no timeframe and so on.

Today I sent an email for support email, so I wait for an answer.

I have been waited, but now when I look reviews then Im a little bit concerned.

what I should do if I dont get my money, what is the timeframe that I should wait before next steps? I have saved all chats and things about my withdrawal request. Its been a week and still nothing moved.

Hello Kisse,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PalmSlots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello! On wednesday I sent last documents that KYC team asked me to. After that I sent email on thursday and on friday to KYC team- to be sure that they have now all documents for processing my request. I didnt got any answer until now. Then I have wrote everyday to live chat and asked about my request- last time was today- they say that their financial team do their best, and he see that financial team works on my request, and he thinks that soon it will be approved, and they have many winners so it takes time. But same thing they said on friday. And I asked email address to write and ask about my request- he told me to write support@palmslots.com.

so I wrote them today 14:30 and asked whats the issue- still no answer(I understand that it will take time).

after that I started to read reviews and started worrying, and thats the reason why I wrote this complaint.

Today I wrote again to live chat- He said that he dont see any problem with my request and they leave a note for financial department that I have waited so long. Same thing they said on friday- that they leave a note for them.

And there is still no answer from support mail.

I wanted to make complaint to CEG yesterday, but then I needed played ID nr- when I asked from live chat that where I can find it, then they told me that I need to send email support@palmslots.com. So I did it- I havent got any answer from there(I wrote on monday and now yesterday too). So I made a complaint without this number and hope that somebody help me with this problem. Today is day 12 and still nothing moved. Yesterday live chat said that they dont answer for my email cause there is no update?! I dont get that answer- they decide not to pay and because of that they dont answer too? What more I can do now?

Hello!

I got an email from support and they dont give me my player ID number. I need it for make a complaint to CEG.

Today its day 15 and my request is still on pending status.

What is my options now and what I can do about it?

Thank you!

Hello!

I got my money.

thank you and all the best!

Dear Kisse,

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,

Casino.Guru