PalmSlots Casino - 자체 제외 요청에도 불구하고 플레이어의 계정은 계속 열려 있습니다.

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.

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,

As you are aware, identity verification is a crucial part of the self-exclusion process. To proceed further, we need to verify that this is truly the account owner, by requesting the relevant for that purpose documents.

In the initial request, our relevant team outlined the documents required for verification. However, we have not received a response to that email. Subsequently, the user submitted another request, but no documents were uploaded in that instance either. Given these circumstances, we made the decision to proactively exclude the account for 30 days to allow the user sufficient time to prepare and submit the requested documents.

Please note that, as of now, we have still not received the necessary documentation. Regardless, the account has been closed and will remain so.

Regards,

PalmSlots Casino Team

I'm pretty sure that I completed the verification process later, because I made a withdrawal but then canceled it again. After that, I tried again to have my account blocked due to gambling addiction. This resulted in a 30-day block. There was no mention of documents still being missing. And it's also not true that I didn't reply to the first email. I asked why documents were needed for self-exclusion, because I'm not familiar with it. I didn't get an answer.

I also have to say that my partner at the time, who was also with Palmslots, had exactly the same problem. He was verified and was only blocked for 30 days. This can even be proven! And as far as I know, the account is still open!

And here there is a similar case with the 30 days, although gambling addiction was clearly mentioned.

And they could have answered my last inquiries via email and live chat and pointed out to me again that documents were still missing. But I was ignored. My account was only closed when I complained to casinoguru.

I have to say that this casino is just trying to keep you waiting so that you can make as much money as possible from gambling addicts. The fact that the managers offer bonuses to change the players' minds is absurd.

Please tell me where to send my documents and I will upload it again. Please also respond to my refund request!

Ich bin mir ziemlich sicher, dass ich später den Verifizierungsprozess abgeschlossen habe, da ich eine Auszahlung getätigt habe aber wieder storniert hatte. Danach habe ich nochmals versucht, mein Konto wegen Spielsucht sperren zu lassen. Daraufhin kam die 30 Tage sperre. Hier wurde mit keinem Wort erwähnt, dass noch Unterlagen fehlen. Und es stimmt auch nicht, dass ich nicht auf die erste Mail geantwortet habe. Ich habe nachgefragt wieso Unterlagen für einen Selbstausschluss benötigt werden, weil ich es so nicht kenne. Da habe ich keine Antwort erhalten.

Dazu muss ich auch sagen, dass mein damaliger Partner, der ebenfalls bei Palmslots war, exakt dasselbe Problem hatte. Er war verifiziert und wurde auch nur für 30 Tage gesperrt. Dies kann sogar belegt werden! Und das Konto ist soweit ich weiß immernoch offen!

Und hier gibt es einen ähnlichen Fall mit den 30 Tagen, obwohl deutlich die Spielsucht erwähnt wurde.

Und auf meine letzten Anfragen per Mail und Livechat, hätte man mir auch antworten können und mich nochmals darauf hinweisen können, dass noch angeblich Unterlagen fehlen. Aber ich wurde ignoriert. Erst mit der Beschwerde bei casinoguru wurde mein Konto geschlossen.

Ich muss sagen, dass man in diesem Casino nur hingehalten wird, um noch so viel Geld wie möglich durch spielsüchtige Spieler einzunehmen. Allein, dass die Manager einem noch Bonusse anbieten um den Spieler umzustimmen ist ein unding.

Bitte sagen Sie mir wohin ich meine Unterlagen senden soll, dann werde ich es nochmals hochladen. Bitte gehen Sie auch auf meine Rückerstattunganfrage ein!

Furthermore, as I have often mentioned, I also replied to the confirmation email with the 30 days. I wrote that I still wanted my account to be closed permanently and not for 30 days. I didn't get a reply to that either. They could have mentioned missing documents there too! I have had a lot of experience with various casinos because of my gambling addiction and have never been treated as badly as at Palmslots. Something urgently needs to change.

Ausserdem habe ich ja, wie öfters erwähnt, auch auf die Bestätigungsmail mit den 30 Tagen geantwortet. Ich habe geschrieben, dass ich mein Konto immernoch permanent geschlossen haben möchte und nicht für 30 Tage. Darauf habe ich auch keine Antwort erhalten. Da hätte man ebenfalls angeblich fehlende Unterlagen erwähnen können! Ich habe durch meine Spielsucht eine menge Erfahrungen mit verschiedenen Casinos sammeln können und wurde noch nie so schlecht behandelt wie bei Palmslots. Es muss da dringend etwas geändert werden.

Before my first withdrawal request, I uploaded the documents that were asked for at that moment to the website. ID, proof of address and proof of deposit. This was also marked as confirmed. After that, I was able to withdraw the money that I had canceled. The verification process was no longer displayed in my account after that. That was between the first self-exclusion request and the second with the 30-day block. Please check again! Withdrawal requests would therefore not have been possible because the documents were asked for immediately. I had definitely verified myself.

Ich habe die Dokumente vor meiner ersten Auszahlungsanfrage, wonach in dem Moment gefragt wurde, auf der Website hochgeladen. Ausweis, Adressnachweis sowie einen Beleg der Einzahlung. Dies wurde auch als bestätigt markiert. Danach konnte ich das Geld Auszahlen was ich storniert hatte. Der Verifizierunsprozess wurde danach auch nicht mehr in meinem Konto angezeigt. Das war zwischen der ersten Selbstausschluss Anfrage und der zweiten mit der 30 Tägigen sperre. Prüfen Sie das bitte nochmal! Auszahlungsanfragen wären demnach nicht möglich gewesen, da sofort nach den Unterlagen gefragt wurde. Ich hatte mich definitiv verifiziert.

Dear PalmSlots Casino,

Since the player claims they have sent their documents for the KYC procedure, can you tell me what is the current situation regarding the KYC procedure? Are any documents still needed for the completion of the process?

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,

All needed documents have been provided and reviewed, as well as the account has been successfully excluded and it will remain so.

Best regards,

PalmSlots Casino Team

Dear milasun,

Can you confirm the account closure? Also, when exactly did you make the disputed deposits?

I've already written all of that above. And my verification was done before the 30-day ban, which the casino has now finally confirmed! My account was only completely blocked when I submitted a complaint here... I don't know exactly when because I didn't receive any answers or confirmations from the casino to my inquiries.

Das habe ich alles weiter oben schon geschrieben. Und meine Verifizierung erfolgte schon vor der 30 tägigen sperre was das Casino nun endlich mal bestätigt! Mein Konto wurde in der Zeit erst vollständig gesperrt als ich hier eine Beschwerde eingereicht habe..wann genau weiß ich nicht da ich auf meine Anfragen keine Antworten oder Bestätigungen seitens des Casino erhalten habe

Dear PalmSlots Casino,

Do I understand correctly that the player supposedly did not comply with the KYC procedure in the first two self-exclusion requests, and that this was the reason why the self-exclusion was only temporary, for 30 days? Can you also tell me, when was the first self-exclusion request made, with the mention of gambling addiction?

I verified my account before the 30-day ban. There was no mention of documents being missing! I even replied that I didn't want 30 days, but permanent. I didn't receive a response to that or to any of my other inquiries. And I said from the beginning it was because of gambling addiction. But I've already written all that.

There is a similar case here where a player with a verified account and gambling addiction had the same problem with the 30 days. Please read it through. The 30 days were definitely not due to missing documents. After the 30-day ban, I didn't upload anything there either. The withdrawal request with the verification process took place before that!

Ich habe mein Konto schon vor der 30 Tägigen sperre verifiziert. Es wurde auch nicht mehr erwähnt, dass Unterlagen fehlen! Darauf hatte ich sogar geantwortet, dass ich keine 30 Tage will sondern permanent. Ich habe darauf keine Antwort mehr erhalten sowie auf allen anderen Anfragen darauf. Und ich habe seit beginn an gesagt wegen Spielsucht. Aber das habe ich ja alles schon geschrieben.

Hier gibt es einen ähnlichen Fall wo eine Spielerin mit verifiziertem Konto und Spielsucht das gleiche Problem mit den 30 Tagen hatte. Lesen Sie es sich bitte durch. Die 30 Tage waren diefinitiv nicht wegen fehlender Unterlagen. Nach der 30 Tägigen sperre habe ich dort auch nichts mehr hochgeladen. Die Auszahlungsanfrage mit dem verifizierungsprozess hat noch davor stattgefunden!

I also sent them screenshots by email of what the email with the 30-day ban looks like. That's the standard procedure there, that the account is only blocked for 30 days. Gambling addiction or not...

Ich habe ihnen auch per Mail screenshots geschickt wie die Mail mit der 30 Tägigen sperre aussieht. Das ist dort das standart verfahren, dass das Konto nur für 30 Tage gesperrt wird. Spielsucht hin oder her..

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.

Hello Michal,

The player has raised their first official request, as per our guidelines on the 4th of Aug, but as we have not received the requested via mail information by that time, we have decided to take a step further and exclude the account for 30 days on the 6th of Aug. 

The verification that the player refers to in their messages is rather different as it was related to ongoing withdrawal check. Note however that there are dedicated teams that handle each type of request separately, therefore we explicitly ask for the players to submit the requested documents via the related self-exclusion email thread.

Further after their contact in Oct, the account was excluded and it will remain so.

Best regards,

PalmSlots Casino Team

Yes, but my account was verified. Before the 30-day block. It was not mentioned that documents were still missing when the email with the 30 days came from you and I didn't receive a response to my reply that my account should be permanently closed. I verified my account by making the withdrawal request. The same documents are required whether by email or website!

My account is verified and my account should have been permanently closed from the beginning because of my gambling addiction, which I have repeatedly mentioned! I also received no responses at all to all my inquiries after the 30 days.

Only here and since I submitted a complaint here, my account has also been closed. Is that normal???!

Ja aber mein Konto war dann ja verifiziert. Vor der 30 Tägigen Sperre. Es wurde nicht erwähnt, dass noch Unterlagen fehlen als die Mail mit den 30 Tagen von euch kam und auf meine Antwort, dass mein Konto permanent geschlossen werden soll kam auch keine Antwort mehr. Durch die Auszahlungsanfrage habe ich mein Konto verifiziert. Es sind die selben geforderten Unterlagen ob per Mail oder Website!

Mein Konto ist verifiziert, und mein Konto hätte von anfang an permanent geschlossen werden sollen wegen meiner Spielsucht, die ich immer wieder erwähnt habe! Ich habe nach all meinen Anfragen nach den 30 Tagen auch überhaupt keine Antworten mehr erhalten.

Nur hier und seitdem ich auch hier eine Beschwerde eingereicht habe wurde mein Konto auch erst geschlossen. Ist das den normal???!

It's simply not true that the 30 days were for the missing documents. You only give each player a 30-day ban even though they have a gambling addiction. The other cases here show that too!

Das stimmt alles einfach nicht, dass die 30 Tage für die fehlenden Unterlagen dienten. Ihr gibt jedem Spieler nur eine 30 Tägige sperre obwohl eine Spielsucht vorliegt. Das zeigen hier auch die andernen Fälle!

What I also noticed is that they now write that my first request was on August 4th, but further up they write that it was my second request! The first request was in July, and then I got an email saying that I had to verify my account. I then carried on playing and won something that I wanted to withdraw, and then I verified my account. After I lost the winnings again, I made the second request on August 4th and then my account was verified! It was closed for 30 days without mentioning that the account still had to be verified... after that, I didn't receive any more replies until today.

Was mir auch aufällt ist, dass die jetzt schreiben, dass meine erste Anfrage am 04. August war weiter oben schreiben die aber, dass es meine zweite Anfrage war! Die erste Anfrage war noch im Juli, darauf bekam ich die Mail, dass ich dafür mein Konto verifizieren muss. Darauf habe ich weiter gespielt und etwas gewonnen was ich auszahlen wollte und da habe ich mein Konto verifiziert. Nach dem ich den Gewinn wieder verspielt hatte, startete ich die 2. Anfrage am 04. August und da war mein Konto verifiziert! Es wurde für 30 Tage geschlossen ohne Erwähnung, dass das Konto noch verifiziert werden muss.. danach kamen bis heute auch keine Antworten mehr.

Dear milasun,

The casino is allowed to ask for verification, even after you have provided them the documents in the past, in cases like these, where different departments are handling different issues.

Dear PalmSlots Casino,

Can you give me a clear timeframe of events, mainly when the player made a correct self-exclusion request, and also when was the player's account permanently closed?

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,

The player has requested their self-exclusion 4th of Aug and as already explained, on the 6th of Aug we have decided to exclude the account for 30 days only, in order to provide the player with enough time to accordingly respond to our documents request.

Later on the 19th of Oct, we have initiated the final closure of the account, despite the lack of cooperation regarding the KYC verification.

Regards,

PalmSlots Casino Team

All my documents have been submitted, you wrote that yourself. After my repeated requests, it was no longer mentioned that documents were still missing. I have not received any response at all!!! My first request was in July and the second on August 4th.

I have the feeling that no one takes me seriously or even reads what is written here. The casino contradicts itself with every answer.

I really don't have the strength or nerves for something like that anymore...

Meine Dokumente wurden alle eingereicht, dass habt ihr selbst geschrieben. Nach meinen erneuten Anfragen wurde nicht mehr erwähnt, dass noch Unterlagen fehlen. Ich habe überhaupt gar keine Antwort mehr erhalten!!! Meine erste Anfrage war im Juli und am 04.08 die zweite.

Ich habe das Gefühl, dass mich hier niemand ernst nimmt und überhaupt liest was hier geschrieben wird. Das Casino widerspricht sich mit jeder Antwort..

Ich habe echt keine Kraft und Nerven mehr für sowas..

Dear PalmSlots Casino,

Would you be able to provide me with the email where you explicitly asked the player to provide documents in order to complete the self-exclusion process?

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

We would like to let you know that the matter has been resolved directly with the player, which can be confirmed by milasun as well. 

Best regards.

PalmSlots Casino Team

Dear PalmSlots Casino,

Thank you for the update, I am pleased to hear this.

Dear milasun,

Can you confirm the casino's statement that the matter has been resolved?

Dear milasun,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.