PalmSlots Casino - La chiusura dell'account del giocatore è posticipata.

Hello.

I signed up at this casino, made a few deposits and, after winning a good amount, I requested a withdrawal.

The process was so delayed that it led me to lose the entire amount.

Since I have issues with gambling, I repeatedly contacted chat support to request limits on gaming and deposits to avoid losing those funds.

What ended up happening was that I played and lost.

I spoke with chat support, sent emails, and even though I completed the account verification, they are asking for bank statements to proceed with the closure. I have never made deposits from my bank account, and I don't want to withdraw; I just want to close my account and be compensated €600 for the delay in the process and their constant excuses for not closing my account.

Can Casino Guru assist?

I have screenshots of the emails, but I'm unable to attach them here.

Ola.

Inscrevi-me neste casino, fiz alguns depositos e apos conseguir uma boa quantia ganha pedi o levantamento.

O mesmo foi demorado que me levou perder todo o montante.

Como tenho problemas com o jogo entrei no chat a solicitar varias vezes que limitassem o jogo e os depositos para nao levar a perder esses fundos.

Ora o que acontedceu foi que joguei e perdi.

Entrei no chat, enviei emails, e apesar de trr feito a verificacao da conta pedem me extratos bancarios para seguir comno encerramento. Nunca fiz depositos pela minha conta bancaria, nao quero fazer levantamento so quero encerrar a minha conta e que me paguem 600€ pela demora da mesma e pelas constantes recusas ao encrrramento e desculpas.

Podem ajudar casino guru?

Tenho prints dos emails mas nao estou a conseguir anexar aqui

Dear cgouveia,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the casino, particularly regarding the account closure and delayed withdrawal process.

To better understand your situation and assist you further, could you kindly clarify the following details:

• Did you contact support@palmslots.com as advised in the live chat? If so, could you provide any details or responses from that communication?
• Can you confirm the specific dates or time frames regarding your withdrawal request and the delays you experienced?
• Could you explain why you are unable to provide the requested bank statements, and if you have had any alternative solutions suggested by the casino?
• Have you made any further communication with the casino regarding your account closure after sending the emails?

Please feel free to forward any relevant screenshots or communication to petronela.k@casino.guru. This will help us mediate the situation more effectively.

Your cooperation is important for us to proceed with the case and work toward a resolution. Without your input, we may not be able to move forward with assisting you.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

I did get in touch with this email address and then got in touch with another one where I was asked to send the opt-out request.

C

2 I made my first withdrawal request on the 17th.

In the meantime they canceled my withdrawal on the 20th because I was 8.20 short of the mandatory rollover and I lost the money that day.

On the 20th I send an email requesting self-exclusion and I enter the chat to request it for addiction, however I still have the account open, because they ask me for a bank statement when I never made a deposit using my bank.

I deposited by ATM using skriil and paysafecard.

I didn't speak to palmslots again after they replied to my self-exclusion request asking for my bank account statements unnecessarily. I'm not asking them for a withdrawal, I'm asking for self-exclusion. I don't understand how a bank statement interferes with blocking my account.

The €600 I'm asking for is for all the stress I'm under from having a casino willing to accept my deposits, despite my requests.

I'll send you what I have

Entrei sim em contato com para esse email e posteriormente entrei em contato para um outro para onde me pediram para enviar o pedido de auto-exclusao.

Customercare@palmslot.com

2 fiz o primeiro pedido de levantamento a dia 17.

Entretanto cancelaram o meu levantamento a dia 20 por faltarem 8.20 para fazer o roolover obrigatorio e eu perdi o dinheiro nesse dia.

Dia 20 envio email a solicitar a auto exclusao e entro no chat para solicotar a mesma por vicio, no entanto continuo com a conta aberta, pois pedem me um extrato bancario quando eu nunca fiz deposito usando o meu banco.

Depositei por multibanco usando skriil e paysafecard.

Nao voltei a falar com a palmslots depois de me responderem ao pedido de auto-exclusao pedindo extratos da minha conta bancaria sem necessidade. Eu nao estou a pedir um levantamento a eles estou a pedir uma autoexclusao. Nao percebo em que um extrato bancario interfere com o bloqueio da minha conta.

Os 600€ que solicito é por todo este stress que me da o facto de ter um casino a disposicao de aceitar os meus depositos, apesar dos meus pedidos.

Vou enviar para o seu email o que tenho

Hi cgouveia,

Thank you for your response. I’m sorry to hear about the difficulties you've been facing, and I appreciate your patience as we work through this together.

To help us clarify the situation, could you please confirm the following timeline:

• You mentioned informing the live chat about a gambling problem, and they directed you to support@palmslots.com.
• On 19.12., you reached out to support@palmslots about a gambling problem.
• On 20.12., the casino replied from support@palmslots, advising you to contact customercare@palmslots.
• Later on 20.12., you contacted customercare@palmslots about a gambling problem and requested a self-exclusion for 30 years.

Also, could you kindly share with us the following:

• What was your balance when you requested the self-exclusion?
• Did you deposit any funds after 20.12.?

Your answers will help us move forward in assisting you as best as we can.

Thank you again for your time and cooperation.

Hi Petronela, when I made the first request for self-exclusion I had a pending withdrawal of 489€.

In the meantime it was refused due to lack of rollover and I had it reduced to zero.

I haven't made any deposits again, but unfortunately the account is still open. They won't allow me to set a deposit limit for my own protection, which means there's temptation at the door.

Ola Petronela, quando fiz o primeiro pedido para auto-exclusao tinha um levantamento pendente de 489€.

Entretanto veio recusado por falta de roolover e levei o mesmo a zero.

Nao voltei a fazer deposito algum, mas a conta continua aberta infelizmente. Nao me permitem colocar um valor limite de deposito para minha protecao, isto é ter aqui a tentacao a "porta"

Just to give you an update, as of today and after countless emails and chat conversations, my account is still open. They are simply ignoring my requests for self-exclusion, they are ignoring my requests to place a €1.likite deposit until they close the account... I have already warned them that I want 100€ in compensation for every day my account remains open, yet I am ignored.

Please help me

So para deixar uma atualizacao, ao dia de hoje e apos inumeros emails e conversas no chat, continua a kinha conta em aberto. Simplesmente estao a ignorar os meus pedidos de auto-exclusao, ignoram os meus pedidos para colocar um.likite de 1€ de deposito enquanto nao encerram a conta... Ja alertei que quero 100€ de indeminizacao por cada dia que a minha conta se mantem aberta, mesmo assim sou ignorado.

Ajudem-me por favor

I'd like to give you an update. As of today 1-01-2025, my account is still open, despite my almost constant and daily emails requesting self-exclusion for addiction. Unfortunately today I ended up depositing another €230 in this casino, it's a pity that they accept my deposits, and don't put a daily deposit limit of €1 as I requested several times in the chat, while I wait for the account to close.

In total the losses amount to almost 1000€ in addition to the 100€ a day they owe me as compensation for every day my account is open after my request for self-exclusion. All in all, we're on our way to almost €3000.

Quero deixar uma atualizacao. Ao dia de hoje 1-01-2025, a minha conta continua aberta, apesar dos meus emails quase constantes e diarios a solicitar a auto-exclusao por vicio. Hoje infelizmente acabei por depositar mais 230€ neste casino, é de lamentar que aceitem os meus depositos, e nao coloquem um limite de deposito diario de 1€ conforme solicitei ja diversas vezes no chat, enquanto espero pelo encerramento da conta.

No total as perdas ascendem quase 1000€ alem dos 100€ diarios que me devem a titulo de indeminizacao por cada dia quete tem a minha conta aberta apos o meu pedido de auto-exclusao. Ja vamos a caminho de tudo somado quase 3000€

Thank you very much, cgouveia, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.v@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hi Michael.

I sent you an email that I received today.

This is giving me an unusual level of stress and anxiety.

This is not appropriate behavior after I inform you that I want self-exclusion for gambling addiction. The casino should be obliged to compensate me for all the damage they are causing me.

Ola michael.

Enviei para voce um email que recebi hoje.

Isto esta a dar-me um nivel de stress e ansiedade fora do normal.

Isto nao é comportamento adequado apos eu informar que quero a auto-exlusao por vicio de jogo. O casino deveria ser obrigado a indeminizar me por todos os dabis que me estao a causar.

Hello cgouveia,

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

Dear Michal,

After the player's request they were asked for the basic documentation in order to verify the player's identity, which they did not provide.

At a later stage, their account was closed due to a separate matter.

Regards,

PalmSlots Casino

Good morning, Palm Slots.

What did you want my iban for? I haven't made any bank deposits...

I don't see the point in asking for this documentation.

Besides, I'm going to leave a screenshot where they tell me in the chat that my account is fully verified.

Furthermore, and according to information taken from the CGB website, operators are obliged to provide player protection tools, namely the possibility of limits on deposits, losses and time played.

I have screenshots of countless chat requests asking me to limit deposits to €1, as well as losses to €1, which were always refused.

This lack of protection has led me to losses of over €1,200.

Michal, would you recommend that I create a forum on casino guru looking for players who are experiencing or have experienced the same problem with palmslots, so that we can take collective action against the licensor?

Bom dia, Palm Slots.

Queriam o meu iban para que motivo? Nao fiz depositos bancarios...

Nao vejo sentido no pedido dessa documentaçao.

Alem disso, vou deixar um print onde no chat me dizem que a minha conta se encontra totalmente verificada.

Alem disso, e segundo informacoes retiradas do site da CGB, os operadores sao obrigados a disponibilizar ferramentas de protecao ao jogador, nomeadamente, possibilidade de limites de depositos, perdas e tempo jogado.

Tenho prints de inumeros pedidos em chat a solicitar que me limitassem os depositos a 1€, assim como as perdas a 1€, que foram sempre recusados.

Essa falta de protecao levou me a perdas superiores a 1200€.

Michal, recomenda-me criar um forum no casino guru a procurar jogadores que vivem ou viveram o mesmo problema com o palmslots, para entrarmos com uma accao coletiva junto do licenciador?

Dear cgouveia,

I firmly believe that the players' well-being and safety should be prioritized in these situations. However, your refusal to provide the requested documents for the KYC procedure only undermined your self-exclusion efforts. If you provided the casino with the documents, this would serve as an additional protective measure, so you will not be able to create and/or verify your account with PalmSlots Casino in the future. Even if you have verified yourself in the past, the casino has the right to ask for additional verification so they can confirm that it is indeed you who is asking for self-exclusion.

Dear PalmSlots Casino,

When a player asks for self-exclusion due to gambling addiction, immediate action should be taken as soon as the casino acknowledges this request. Ideally, the player's account functions should be restricted, so there can not be any more deposits or any other account activity. During this period, the player can complete KYC without risking losing any more funds. The fact that the player did not complete the KYC procedure is not considered a relevant reason by us for not closing/restricting their account. I kindly ask you to reconsider your opinion on this. Can you confirm for me when exactly you received the self-exclusion request and when exactly was the player's account closed, albeit due to a separate issue?

Dear Michal,

The player submitted their request on 20/12/2024, and their account was closed on 03/01/2025.

We understand that exclusion requests are a delicate matter. Therefore, we have a dedicated team to handle such requests. However, to process the player's request promptly and accordingly, we need their full cooperation.

Regards,

PalmSlots Casino

Dear cgouveia,

Can you confirm for me if you have made any deposits between the 20th of December and the 3rd of January?

Hi michal,

I sent you an email, can you please check it and post it?

Yes, I made a deposit of 230€ on 1-01.

However, the fair refund is 479€ (the amount I requested to withdraw and ended up losing because I wasn't allowed to place a 1€ play limit while waiting for the withdrawal).

And another €230 deposit after the casino postponed the self-exclusion request.

According to GCB regulations, casinos have to have this tool available, which the casino has always refused.

Viva michal,

Envieinum email para si pode verificar por favor e publicar?

Sim fiz depositos no dia 1-01 no valor de 230€

No entanto o reembolso justo é o de 479€ ( valor que solicitei levantamento e que acabei por perder porque nao me foi permitido colocar lomite de jogo a 1€ enquanto aguardava o saque)

E mais 230 de depostio apos pedido de auto-exclusao adiado pelo casino.

Segundo o regulamento da GCB, os casinos tem de ter essa ferramenta diaponivel, a qual sempre foi recusada pelo casino.

This is the message from the player:

"I understand what Michal is referring to, but the documents requested do not make sense for KYC, note that they could be requesting an IBAN and I do not have a bank account.

My deposits were made via ATM, using a payment method called "utorg", which debited me via Skril, I also used Paysafecard, and MBway, which is a Portuguese application using a telephone number. I have always used my data for deposits.

It should also be noted that according to information taken from casino guru, regarding the licenses issued by the CGB, (in the case of Palmslots) regarding the obligations that the entity requires in order to have a license, I quote:

Responsible Gaming

The GCB has a number of responsible gaming conditions attached to the new license that operators must adhere to. Upon registration, players should be able to set limits on the amount of deposits they make, the amount of time they can play, and the amount of money they can spend through their account in a given period of time.

When I made my withdrawal request, I asked several times in the chat to limit my deposits and game to €1, to avoid "slips" due to addiction. I was always refused, they said that I had to be the one to control it.

This unavailability on the part of the casino between deposits and cancelled withdrawals led to losses of over €1200.

This is the amount you would like to see refunded

Thanks

Claudio Gouveia"

Dear PalmSlots Casino,

Can you tell me when exactly did you ask the player to provide the documentation?

Dear Michal,

We asked the player to provide the documentation regarding the verification of their identity on 23/12/2024.

Regards,

PalmSlots Casino

Please close this topic, I have reached an agreement with the casono to refund the last deposit.

In my opinion it's not the fairest outcome, but it's better than nothing.

Thank you for your intervention casinoguru.

Por favor encerre este tema, cheguei a acordo com o casono para o reembolso do ultimo deposito.

Na minha opiniao nao é o desfecho mais justo, no entanto é melhor do que nada.

Obrigado pela vossa intervencao casinoguru.

Dear Michal,

After an internal discussion, we decided to refund the player. As he confirmed it this was communicated with him. The funds were transferred and should be in the player's account soon, if they are not already.

Regards,

PalmSlots Casino

Dear cgouveia,

Can you let me know as soon as you receive the funds so the complaint can be closed?

Got it

Thanks for your help

Recebi

Obrigado pela ajuda

Dear alexandra,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal V

Casino.Guru