Complaint #11 PalmSlots Casino

Refuses to permanently close my account despite multiple requests

By Kill_fish2019

2 years ago

On the 19th of April 2024, I have contacted the casino support via email and asked them to close my account permanently due to my gambling issues. I have lost a fortune and can not control my gambling addiction. On this day, I have decided to ask them to close my account and I also clearly mentioned my gambling addiction/issues, as this was, so far, for casinos/sportsbetting sites always a reason for quickly closing an account permanently. Despite telling them this several times, sending over 10 emails since 3 weeks, the casino has yet not closed my account. After my first email, they reacted and offered me a bonus to stay. When I told them that I still want my account to be closed, they ignored me for 3 days, meanwhile I already sent 5-6 further emails asking them to close my account. After 3 days, they answered me and asked me to precise my request and explain them the reason for my request. I mean, I had literally told them in multiple emails that I am suffering from gambling addiction. After sending further emails and asking them to delete my account, they once again just offered me a bonus. I told them to close my account, as I was suffering from addiction, and yet they still kept sending me offers. After some further emails, they now kept sending me emails, asking me for my passport, proof of address, bills, and a copy of my credit card, in order to process my request.I was very shocked and surprised, as usually you ask for these kind of things, when the customer requested a withdrawal. After that, they also added me to the VIP offerings and added cashbacks to keep me in the game. On the 2nd of May 2024, I sent them two further emails, telling them explicitly that I want my account to be closed/deleted due to my gambling addiction. I sent them emails in German as well as in English. Today, my account is still active. Meanwhile, since the 19th of April, I have made multiple deposits worth over 2500€ and lost all my money. It is extremely frustrating that the casino did not acknowledge my gambling addiction and took advantage of my mental health issues by ignoring my requests, offering a gambling addict person VIP offers and cashbacks to keep him in the game. I have lost everything, my last money and my job due to my illness. All I wanted is that the account is closed in a rage situation so that I would be not able to play here anymore. I expect that my account is now closed permanently and also a compensation for the money lost since the 19th of April 2024. I have uploaded the whole email conversation, they are named chronologically, starting with myEmail1 from the 19th of April. Also I added the transaction details from the 19th of April onwards. I also expect an explanation from the casino, why they ignored me. I will also report this to the German gambling authority. This casino should not be allowed to work like that. Also, I noticed that somehow they have a connection to Pribet casino, who were also acting like that in a similar way. In some emails, you will see their name also.

Disputed Casino PalmSlots Casino

Reason Account closure

Amount €2500

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Kill_fish2019

• 3 reviews

2 years ago

I have also submitted a complaint at the German Gambling Authority. Btw. my account is still open, I can still make deposits and play. I would have thought that submitting a complaint here would lead them to immediately closing my account, but it seems like they do not care. I expect some more consequences than just a bad review and a warning!

AskGamblers

• Support Team

2 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.

Kill_fish2019

• 3 reviews

2 years ago

Btw. I also uploaded some screenshots from my whatsapp conversation. today my vip manager offered me bonus again as you can see...

PalmSlots Casino Complaint Stats

Resolved 8 / 9

Avg. Amount $1,334

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

PalmSlots Casino Complaints

See all complaints for this casino

Delete request

For weeks now, I have been unsuccessfully requesting that my account be deleted at Palmslots Casino. They do not respond to my emails; instead of addressing my request, they only send bonus offers. Despite repeatedly asking for the account to be closed, citing that I have a gambling addiction, nothing has been done. Their online customer support is not helpful either—they keep telling me over and over again to send an email.

Resolved

They closed fully verified account without a single reason

3-4 Days ago (about 1 October) when I tried to login on my account it was closed. I'm a verified player that did about 4-5 deposit, and did two withdrawals for about 500-600$. Since then, I'm unable to contact palmslots to give me a reason why my account was closed. Livechat redirecting me to the email, which not answering.

Resolved

Palmslots closed my account after withdrawal and sending docs

Hello, over last 10 days I've tried to do KYC on my account to withdraw (around 600$). I've sent ID/Proof of address and did camera verify but I got additional round of sending papers. I've complete, every of them, sent additional documents but after few days (14.08), my access was restricted. For now, my messages are being read (mailtrack), but so far, I haven't received any answer. I really want to verify my account, joining verify call or anything you need, but I'm worried that casino is trying to hold my money by ignoring me.

Resolved

$600

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.

On these cases it's quite clear that the casino does everything they can to stall and stall and stall the payment so the gambler would get frustrated and gamble the winnings. Very afraid that this is a hoax. Seen a lot of complaints...

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

Resolved

€5,000

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.

Resolved

$1,000

Withdraw problem with palmslot

Good morning,on 7th November I asked for a withdrawal of 300 euros to PalmSlots. Usually, they process in one day but after 3 days I start to contact them to ask what is wrong. Until now 10 days later nobody has been able to tell me what is happening with my money.

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.

Resolved

€300

10 days delayed payment

Hi, I did withdraw ten days ago (on 18.09.2023) and I don't get the money even now.

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!

Resolved

€1,900

Not paying out 46k and wont answer emails

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

Resolved