Complaint #1 PalmSlots Casino

Not paying out 46k and wont answer emails

By ws299

3 years ago

Account was opened on 10 Sept 2022 with a Euro 200 deposit from bitcoin.

After losing this initial deposit, a second deposit was made of Euro 200, again with bitcoin.

Playing live baccarat, blackjack and craps I managed to win about Euro 20,000. I decided to withdraw Euro 2,000 on 17 September and was asked to send in passport and proof of address documents. This was sent on 18 September.

On 18 September I was asked to send a picture of me holding passport, which I sent on 18 September. On 19 September I emailed asking if all was OK, and was told to send new passport pictures, which I did on 19 September. Since that date I have sent 5 different emails asking for an update, with no replies.

I went on chat asking for an update, and all they said was they would ask the relevant department to contact me, and no one has. Since my first request to withdraw, when my balance was at 20k, I continued to play, and now my balance is at 46k.

I am fed up with waiting for them to pay me. At first they were very quick to reply to my emails, but now I send them all they ask they do not respond. They want me to play on and lose my money back, well that didn't work and I won more money!

I have sent them everything they ask, and they have no reason not to pay. Attached are images of my deposits, withdrawal request, and current balance of Euro 46,093.13

Disputed Casino PalmSlots Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that PalmSlots Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

PalmSlots Casino

• Representative

2 years ago

Dear AskGamblers Team,

The player's account was in violation of our terms and conditions due to the creation of multiple accounts. This action breaches our rule of maintaining only one account per brand.

The winnings generated from this account were subsequently revoked, and the player was duly informed that they could request a withdrawal for the deposits they had made. Since then, the player has ceased all activity and has not made any withdrawal requests. Consequently, in accordance with term 3.15 of our Terms & Conditions regarding inactivity for a period of 8 months, the account was closed.

For your reference and further verification, we have sent all related evidence.

We kindly request that this complaint be marked as resolved, given the breach of our terms by the player and the actions taken by our casino in response. We are committed to upholding a fair and transparent gaming environment for all our players and appreciate your assistance in resolving this matter.

AskGamblers

• Support Team

2 years ago

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of PalmSlots Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.

AskGamblers

• Support Team

3 years ago

Dear PalmSlots Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

PalmSlots Casino Complaint Stats

Resolved 8 / 9

Avg. Amount $1,334

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

PalmSlots Casino Complaints

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Refuses to permanently close my account despite multiple requests

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Don't pay out winnings 5000e

I've been waiting Palm Slots to process my 5000e withdrawal. Nothing happens.

Chat answers are the copy-paste ones where nobody knows nothing and they can't give you a time frame on the process.

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My account is verified and all docs have been delivered years ago.

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I withdrew 1000$ on Friday 17th and still pending

Verification was "completed" before I started playing.
I withdrew 1000$ on Friday 17th. The day after they asked for a selfie with ID ... which I provided as soon as they asked. Since then, radio silence.
Not a single message or communication. I've contacted support many times, and they keep on saying that everything is fine, they are doing their best .. bla bla bla.

I'm asking what have been done regarding my request to withdraw, they are not allowed to tell me such information, and they can't reach the department in charge.
Also, they always say "I will send them a request for information and put your case as a priority. I am sorry for the inconvenience." even though the support person right before said the exact same thing. and the one before .. and the one before.

It's 10 days now .. please help.

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I contact them through live chat, email and even whatsapp and all they can say is to be patient that everything is ok and that the money is coming.

Nobody was able to tell me why it was taking so long.

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10 days delayed payment

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I sent them an email on 25.09.2023 and they answered on 26.09.2023 but I didn't get the money.

The problem is I'm leaving Germany for good in four days, and I'm thinking maybe I will never get the money if I move on from Germany I mean I don't know for sure but that was the main reason why I'm trying to get my money now.

I'm waiting for advice from you and thank you for your time!

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