PalmSlots Casino - Das Konto des Spielers bleibt trotz Selbstausschlussanforderung offen.

Dear Team, I need help. I have been trying for a long time to get this casino to ban me due to gambling addiction. Despite various emails, contact with live chat, and certain "VIP Managers" (who even tried to change my mind with offers and free spins, even after I mentioned I am a gambling addict), I was only banned for 30 days. After receiving the confirmation email about the 30-day ban, I replied again and explicitly requested that my account be permanently closed due to gambling addiction. Unfortunately, there was no further response, and after 30 days, I had access again. Since then, I have deposited a total of 650 euros (from October 14th to October 17th, 2024). In the meantime, I have again requested via email and live chat to have my account banned. I consistently emphasize that it is due to gambling addiction. Unfortunately, nothing happens. I no longer have the old emails with the first requests and the 30-day ban, only the current ones. But if the casino would finally react, they would be able to trace it. I see that I'm not the only one with this problem. I just want my account to be closed. Best regards.

Liebes Team, ich brauche Hilfe. Ich versuche schon lange mich bei diesem casino wegen Spielsucht sperren zu lassen. Nach diversen Mails, kontakt mit dem Livechat und gewissen "VIP Managern" (die mich sogar noch mit Angeboten und Freispielen umstimmen wollten, selbst nachdem ich erwähnt habe, dass ich spielsüchtig bin) wurde ich für nur 30 Tage gesperrt. Nachdem ich die Bestätigungsmail über die 30 Tage sperre erhalten hatte, habe ich nochmals geantwortet und nochmal ausdrücklich darum gebeten mein Konto bitte permanent zu schließen wegen spielsucht. Leider ist darauf nichts mehr passiert und ich hatte nach 30 Tagen wieder zugriff. Seither habe ich insgesamt 650 Euro eingezahlt. (vom 14.10 bis 17.10.2024) nebenbei habe ich wieder per Mail und Livechat wieder darum gebeten mein Konto zu sperren. Immer wieder betone ich auch ausdrücklich wegen Spielsucht. Leider passiert nichts. Die alten Mails mit den ersten Anfragen und 30 Tagen sperre habe ich leider nicht mehr. Nur die aktuellen. Aber wenn das Casino endlich reagiern würde, dann werden sie es auch nachvollziehen können. Wie ich sehe, bin ich auch nicht die einzige mit dem Problem. Ich will doch nur das mein Konto geschlossen wird. Liebe Grüße

Dear milasun,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with PalmSlots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share the communication from you to the casino in which you explicitly informed the casino about your gambling problems? (the earlier the communication the better)
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Please include any responses from the casino.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I sent all the information to Tomas by email. I have not yet received a response from the casino to my current emails. According to the live chat, the case should be forwarded (from 10/18/24) but I have not heard anything further. My account has still not been blocked.

Ich habe alle Informationen per Mail an Tomas verschickt. Eine Antwort vom Casino habe ich auf meine aktuellen Mails noch nicht erhalten. Laut livechat sollte der Fall weitergeleitet werden ( vom 18.10.24) auch hier habe ich nichts weiter mehr gehört. Meim Konto wurde immernoch nicht gesperrt.

My account has now finally been blocked after I tried to log in. Unfortunately, I have not received any confirmation or response from the Palmslotscasino staff regarding my refund request, nor has my account been permanently closed. It's strange that something only happens when I have to file a complaint here. The Livechar support said that I would receive an answer. But there was no answer. It would be nice if the casino responded to my refund request of 650 euros. I said from the beginning that I am addicted to gambling.

Mein Konto wurde nun endlich, nachdem ich mich versucht habe einzuloggen, gesperrt. Leider habe ich seitens der Mitarbeiter vom Palmslotscasino weder eine Bestätigung noch eine Antwort meiner Rückerstattungsanfrage sowie die Permanente schließungs meines Kontos erhalten. Komisch, dass erst dann etwas passiert wenn ich hier eine Beschwerde einreichen muss. Der Support vom Livechar meinte, dass ich noch eine Antwort erhalten werde. Aber es kam keine Antwort. Es wäre schön, wenn das Casino auf meine Rückerstattungsanfrage von 650 Euro reagiert. Ich habe von anfang an gesagt, dass ich spielsüchtig bin.

Thanks for your emails and the update.

Try contacting your email provider if you haven't done so already and request the emails to be restored. In the meantime, we'll contact the casino and try to assist.  I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello milasun,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear PalmSlots Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Unfortunately, I cannot restore the emails. Support said it would only work if the emails were deleted in the last 7 days. Unfortunately, that was a long time ago. I hope the casino is honest... but thank you for all your efforts. 🙂

Leider kann ich die E Mails nicht wiederherstellen lassen. Der Support meinte, es würde nur gehen, wenn die löschung der Mails in den letzten 7 Tagen erfolgte. Leider war das schon länger her. Ich hoffe auf die Ehrlichkeit des Casinos.. vielen Dank aber für die ganzen Bemühungen. 🙂

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

In their first request the user did not comply with our KYC process, and we were unable to proceed further as per our established policies. However after the second request on the 4th of Aug, their account was excluded for 30 days.

With that being said, upon further check and review on our side as per their last request, we have removed the option for the account to be re-opened.

In addition, please note that any activity while the self-exclusion process is ongoing, remaiнs sole responsibility of the user.

Regards,

PalmSlots Casino Team

I don't understand. I replied to the confirmation email with the 30-day ban that my account should still be closed permanently. Why was my account blocked for 30 days if there is a gambling addiction here? I also don't understand why I haven't received a response from you after my last inquiries??? Responsible gaming is not taken into account here at all... nowhere else is life made as difficult as with you. I don't understand why self-exclusion is made so difficult. Without Casinoguru I probably wouldn't have received a response to this day!

Verstehe ich nicht. Ich habe auf die Bestätigunsmail mit der 30 Tage sperre geantwortet, dass mein Konto immernoch permanent geschlossen werden soll. Wieso wurde mein Konto denn überhaupt für 30 Tage gesperrt wenn hier eine Spielsucht vorliegt? Auch unverständlich wieso ich nach meinen letzten Anfragen keine Antwort von euch erhalten habe ??? Hier wird überhaupt nicht auf Verantwortungsbewusstes spielen geachtet.. nirgendwo sonst wird einem das Leben so schwer gemacht wie bei euch. Ich verstehe nicht wieso so ein Selbstausschluss einem so erschwert wird. Wahrscheinlich hätte ich ohne Casinoguru bis heute keine Antwort erhalten!

I would like my money back please. A 30 day ban due to gambling addiction is not right! I have constantly written in every request that I am addicted to gambling... in every single request, even in August. I have practically begged for it by email, live chat and to the managers. Why are they only reacting now???

Ich möchte bitte mein Geld zurück. Eine 30 Tage sperre aufgrund von Spielsucht ist doch nicht richtig! Ich habe in jeder Anfrage permanent geschrieben und das ich spielsüchtig bin .. in jeder einzelnen Anfrage, auch im August. Per Mail im Livechat und bei den Managern habe ich regelrecht darum gebettelt. Wieso wird jetzt erst reagiert???

Dear PalmSlots Casino,

Let me point out that when a player requests self-exclusion due to a gambling problem, the casino should process this request within a reasonable timeframe. Immediate suspension is not required, but action should be taken promptly to protect the player. If the player’s account is unverified or there is a pending withdrawal, this should not delay the self-exclusion process. KYC verification can be completed after suspension, but ensuring the player cannot lose their active balance, access pending withdrawals, or deposit additional funds is essential.

Dear milasun,

Let me mention that if you request self-exclusion but your account is unverified, it is recommended to complete the KYC verification process.  This helps the casino fully identify you, which can prevent issues if you attempt to open a new account in the future. If you approach the casino later to open a new account without previously completing the initial KYC verification, please be aware that we may be unable to mediate in any future complaints or disputes with this casino on your behalf. 

With all of the above being said, can you confirm for me when was the first time the player asked for self-exclusion due to gambling problem and also when did the player made deposits after this request?

I think that I uploaded the required documents for verification. After that, my account was blocked for 30 days. But I'm happy to do it again.

Ich meine, dass ich die erforderlichen Dokumente für die Verifizierung hochgeladen hatte. Danach wurde mein Konto ja für 30 Tage gesperrt. Gerne kann ich dies aber nochmal machen.