PalmSlots Casino - Player unable to validate lost cards for withdrawal.

I have been registered with Palmslots since 15/07/23. I found them advertised on Casinogrounds and as I trust their recommendations, I decided to open an account.

Since opening my account I have deposited over €1000 from three seperate Visa Cards.

In October 2003 I attempted to make two withdrawals of €80 and €180. They both failed and I received an email requesting verification. They requested pictures of the two Visa Cards I used for deposits, with the middle numbers of the long number covered with a piece of paper along with the 3 digit security code, also covered.

It was very awkward to do and the cards were not in the best condition, numbers faded etc. I did explain this and predictably they rejected the pictures. Eventually I put the money back into the casino and lost it. My fault, I know.

I continued using Palmslots and wasn't getting much luck and decided that I wanted to close my account. This led to them offering me €100 bonus money to keep my account open as they considered me a VIP customer.

I decided to keep my account open and managed to successfully wager the €100 and eventually turned it to €1900.

The problem of withdrawing returned. The two cards I previously used to deposit are no longer available as I lost my wallet three weeks ago and have replacement ones. I did however also deposit with a Revolut Visa card which is virtual, I don't have a physical card.

I attempted to withdraw to my Revolut card but it failed instantly, giving me a message that read "Sorry no available Gateways found. Limits or Filters exceeded". They have two seperate options for Bank Transfer withdrawals, so I used one of them which also failed as the funds returned to my Palmslots account.

I have spoken to different live chat support agents who all tell me different things. I have also spoken to two different agents who are my "account manager" via WhatsApp messages. They keep telling me to speak to Live Support.

I decided to try the second Bank Transfer option yesterday but got the same email I got back in October. However, this time they requested pictures of my Relovut card and also one of the lost cards.

I emailed kyc@palmslots explaining that I don't have one of the cards anymore as it no longer exists as it is lost and that the Revolut card is not a physical card, therefore I can't send them that. Instead I attached a picture of my passport, bank statements that relate to the other two cards I have used before, a tax letter confirming my address, a letter from Revolut confirming the card belongs to me and a statement from Revolut showing transactions of the card I have used to deposit on Palmslots.

However, I have not had a response from them. So, I decided to get back to live support and explained all of the above again, which is very draining having to do this over and over again. I was told to request card statements from the bank and not bank account statements. I've never heard of this before and the bank confirmed this saying they can only provide an account statement and not a specific card statement.

So basically I am stuck with nowhere to go. I have had accounts with Wheelz, Slotbox, Risk, Party Casino, New York Spins, Casino Uiniverse, Paddy Power, William Hill etc. I have never had such issues.

Also, the funds I managed to generate that I wish to withdraw were from bonus money I successfully wagerd and also received a notification congratulating me that I had turned it into cash. So I'm confused as to why all this is necessary.

Can you please advise me as this is very very stressful and I'm becoming a bit obsessed by it all.

Dear jamesheller2005,

Thank you very much for submitting your complaint.

I'm sorry to hear about the challenges you've faced with PalmSlots regarding your withdrawals and account verification process. To better assist you and gain a comprehensive understanding of the situation, could you please provide additional details regarding the following:

• Can you specify the exact dates when you attempted to make the withdrawals of €80 and €180 in October 2003 and when you received the email requesting verification?
• Could you share the content of the email you sent to kyc@palmslots along with the attachments you provided, including the picture of your passport, bank statements, tax letter, letter from Revolut, and statement from Revolut?
• Could you provide details of any conversations you had with the "account managers" via WhatsApp messages regarding the withdrawal and verification issues?

Your cooperation in providing these details will help us investigate and work towards a resolution.

Furthermore, if you have any relevant communication or screenshots related to this matter, please feel free to forward them to petronela.k@casino.guru.

I understand that this situation has been very stressful for you, and I assure you that we will do our best to help you resolve it as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronela

Thank you for taking up my complaint. I have emailed you several emails regarding the case including forwarded emails etc.

Thanks

James

Hi jamesheller2005,

Thank you for sharing the forwarded communication. I see that you were requested to provide a letter from the bank confirming the loss of your cards.

• Could you kindly confirm if you obtained this letter from the bank and submitted it to the casino?
• Furthermore, am I correct in understanding that your winnings resulted solely from a free bonus?

I have checked the general terms and conditions, and this is what I found (here):

8.9.1. In case there are no specific welcome casino campaign terms, those will be limited with a maximum conversion amount of 10 times (10X) the bonus awarded from virtual funds to real money. Casino reload campaigns are limited with a maximum conversion amount of 5 times (5X) the bonus awarded from virtual funds to real money.

Please be aware that there is likely a maximum cashout restriction applied to your winnings once your withdrawal is successfully processed.

Thank you.

Dear jamesheller2005,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.