The player from Austria faces ongoing issues with Palmslots regarding the withdrawal request. Initially canceled without explanation, the KYC department struggled to locate his account, and despite submitting documents multiple times, his latest withdrawal request faces further delays and possible additional document requests.
PalmSlots Casino - Player's withdrawal request is delayed.
Amount: €300
PalmSlots Casino
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5.3
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
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I have been strung along by Palmslots for a week:
My first withdrawal request was canceled without an explanation.
Afterward, the KYC department claimed I didn't even have an account. It took 3 days for them to finally find the account. Then I sent my documents for verification another 5 times and received the message that the latest withdrawal request would need to be reviewed again with the note that additional documents might be requested. Additionally, I engaged in daily live chats where different agents assured me, in a very polite and stereotypical manner, that they were prioritizing my case. Ultimately, it became the start of an endless story.
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1 month ago
Dear Anonymized687,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 month ago
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Hello Christina!
Thanks for the quick information!
Since I have visited many casinos, I have about 20 years of experience (of various kinds) with account verification. During this time I have come across some
I have given up around a thousand euros because some casinos simply delay the verification for so long (several weeks) that the player loses his nerve and gives up. My current financial situation no longer allows me to do that and I am also fed up of being robbed.
Now to your questions:
I have submitted the three required documents (passport, proof of payment and proof of address) about five times in the last week and requested the withdrawal request to be processed daily via live chat.
Since the last email from the KYC department only gave me the impression of being a "rip-off", I turned to you.
With the hope for further help, I remain
J
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1 month ago
Thank you very much for your reply, Anonymized687. 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.
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1 month ago
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Hello Kristina!
Since I unfortunately did not manage to insert the requested conversation here, I have sent you an email with downloads to the address provided above.
Lg Josef H***
Edited by a Casino Guru admin
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1 month ago
Thank you very much, Anonymized687, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
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Hello!
Unfortunately, the situation has worsened significantly in the last week: As expected, a new document was requested, which I sent immediately. Since then, there has been radio silence and my daily (annoying) chats are now blocked because I can no longer log into the chat. Conclusion: absolute gang of scammers!
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1 month ago
Dear Anonymized687,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done when they reply.
Dear PalmSlots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side. Please also provide more details regarding the player's KYC status, thank you.
I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru
Kind regards,
Natalia
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1 month ago
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Thank you for the intervention!
I will be happy to inform you of any new developments
Josef Hofmann
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1 month ago
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I have just received another request to send the document that I sent the day before yesterday. From a different KYC employee, of course. I sent it 10 times to be on the safe side and offered to send the nice gentlemen another 10 copies if necessary.
Lg Josef Hofmann
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1 month ago
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Hello Natalia!
The psychological terror continues. As I wrote in my last report (yesterday), I provided the criminal gentlemen from KYC with the requested document for the second time within three days (now in 10 copies). Result: My withdrawal request was rejected for the fourth time (the first time was on October 3rd). Of course, without comment. Is more evidence needed to take this so-called online casino off the net? I would like to point out that such black sheep are causing enormous damage to the entire image of the industry!
Lg Josef Hofmann
PS: I just chatted with "Irina" again, which means the chat was working again. She politely pointed out to me that according to the casino's internal rules, she is not responsible for financial questions. When I asked her what she and her 20 or so colleagues are responsible for, she replied: Can I help you in any other way? The AI is really no blessing for gamblers: No need to act stupid, because it's really stupid! Of course, I requested another withdrawal of 300 euros. I'm curious to see how quickly the cancellation will come this time!
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1 month ago
Dear Anonymized687, thank you for the updates. While we are waiting for the response from the casino, would you mind sending me the documentation you sent to the casino so that I can take a look and check if there may be any issues and why the casino has been rejecting them? You can contact me via email (natalia.b@casino.guru), thank you.
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1 month ago
Dear Natalia,
We have reviewed the case and consulted with the relevant team. The player underwent the standard KYC procedure, which is applied to all customers for identity verification and securing the payment methods used to fund their account.
Please note that some of the documents the player provided cannot be accepted as proof of payment method, as they are neither official documents issued by the corresponding entity nor do they contain all the relevant information. We are in constant communication with the player, explaining exactly what is required, and we are still waiting to receive the necessary documents.
It is important to note that, for security reasons, the player must provide the requested documents so that their withdrawal request can be reviewed and processed accordingly.
Regards,
PalmSlots Casino
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1 month ago
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As expected, Palmslots' statement is hypocritical and lies!
They claim that they always informed me about everything. The opposite is the case: documents are requested and rejected WITHOUT COMMENT. How am I supposed to know what was wrong. Especially when the same documents were accepted without any problems at other casinos?
The following process is the real one: You request documents and after submitting them, the payout is refused without comment. At some point, a follow-up request comes. After submitting them immediately, there is radio silence. A few days later, the payout request is canceled - without comment as to what was wrong. And so the game goes on and on until the player loses his nerve and gambles away the money in the account. - Goal achieved!
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1 month ago
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Hello Natalia!
I've just finished my daily pointless chat with Gemma, this time not quite as friendly. I actually managed to conjure up a copy of my answer plus the requested document in the chat. It's constantly claimed that I refuse to respond to the delayed KYC requests. This didn't trigger a positive reaction from Gemma. She claimed that this was the KYC request and unfortunately overlooked my answer. She just babbled something about photos with all corners legible and similar nonsense. A note that these documents have been accepted at all other casinos so far didn't impress her either.
Now it would be a miracle if I ever saw a single euro from these criminals again. Above all, dear Gemma (chatting for the first time in 3 weeks) has already threatened to block my account for ignoring the KYC instructions. I'm very impressed!
Lg
Josef Hofmann
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1 month ago
Thank you for the reply, PalmSlots Casino.
Dear Anonymized687, can you please specify what exactly the casino requested from you as proof of payment method? Based on the response, you have been informed about the requirements in the emails. Could you please forward me the recent communication?
I have also checked your email and have a few questions about the documents you shared. Usually, online casinos ask for bank statements as proof of payment. I don't see that you provided the casino with such a document. The document SPK.pdf contains the account information, however, there's no stamp from the bank or signature, this is a scanned copy of a printed-out document, which makes it impossible to check the validity of the document.
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1 month ago
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Since you are obviously all in cahoots, I have decided to give the money away again. End of complaint!!!
If possible, I would also like to delete my data from Casinoguru!
Thanks in advance!
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1 month ago
Dear Anonymized687, on your request all your data will be deleted.
I'm sorry if you are frustrated with our methods of investigating what is going on, however, we cannot resolve complaints without asking questions to both sides to understand the situation completely. That's why we ask for explanations and expect both sides to cooperate.
However, we will reject your complaint as per your explicit request and lack of cooperation. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
Regards,
Natalia
