The player from Austria is experiencing a complex verification process in order to withdraw their 5000 Euro winnings. The casino keeps asking for additional documents beyond the usual requirements. The complaint was resolved as the player received his money.
PalmSlots Casino - Player struggles with extended verification for withdrawal.
Amount: €5,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Good day,
On 30.08.23, I deposited 100 Euro and won 5000 Euro with that money (without a bonus).
For the past 2 days, I have been sending documents every day for the verification. Identification, proof of address...etc. Whatever is usually demanded and has so far been sufficient everywhere else.
But the casino keeps coming up with other things that I should send. This afternoon, they suddenly required a selfie with my ID.
I was so happy about my win, but I've never experienced such an elongated, strange payout procedure at any other casino. I hope my withdrawal will be approved.
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7 months ago
Hello lgschwandtner,
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
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7 months ago
Translation
Hello Nick,
The trial has been ongoing since Wednesday. I've actually played in a lot of casinos, but I've never had the experience of verification taking this long anywhere.
For me it's a tactic by the casino so that the player might cancel the withdrawal and continue playing, but that's just my opinion 🙂
I don't know which documents were accepted. You don't see that anywhere. But I've actually never had a message that a document wasn't accepted.
LG
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7 months ago
Translation
Hello Nick, my account was certified 2 days ago. The payout amount has been on hold for over 48 hours and nothing is happening!!!
Everything goes smoothly when depositing. But when it comes to a payout you are held back. You never get any real information in the chat, only that another team is responsible. I think it's a disgrace - I'm curious whether my winnings of 5000 euros will finally be paid out without a bonus.
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7 months ago
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Dear team, k
quick update - my payment is still pending. The withdrawal request has now been out for 1 week and the account has been certified. Can someone help me please
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7 months ago
Translation
There is money in the account. Please close case
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7 months ago
Dear lgschwandtner,
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
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