PalmSlots Casino - A retirada do jogador está atrasada.

Dear Casinoguru Team,

I initiated a withdrawal at this casino over 24 hours ago.

Since then, the status hasn't changed at all. I find this very strange! I'm not used to this happening.

At all the casinos where I have previously played, the withdrawals were made available on the same day.

Liebes Casinoguru Team,

ich habe vor über 24h eine Auszahlung bei diesem Casino beantragt.

Seit dem hat sich an dem Status absolut nichts verändert. Das finde ich sehr seltsam! Sowas bin ich nicht gewohnt.

Bei allen Casinos bei denen ich bisher gespielt haben, waren die Auszahlungen noch am selben Tag da.

Dear hanemannroman,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello Veronika,

Thank you for your reply.

I passed the verification.

But something happened yesterday that I can't believe.

The withdrawal was rejected and I had to wager another €378.

I am attaching screenshots.

Then I played and lost €400, I'm pissed.

I deposited €20 and won €500.

However, support told me that I had to wager all my deposits 5x. That's not fair 🙁

Hallo Veronika,

vielen Dank für Ihre Antwort.

Die Verifizierung habe ich bestanden.

Gestern ist aber was passiert, was ich so nicht glauben kann.

Die Auszahlung wurde abgelehnt und ich musste nochmal 378€ umsetzten.

Screenshots füge ich bei.

Anschließend habe ich gespielt und 400€ verloren, ich bin stinksauer.

Ich habe 20€ eingezahlt und 500€ gewonnen.

Der Support sagte mir allerdings, ich müsste alle meine Einzahlungen 5x umsetzten. Das ist doch nicht fair 🙁

I have checked the terms and conditions, and this is what I found: 

7.3.22. Funds which have been deposited and not used for wagering or gameplay shall not be available for withdrawal. In order to withdraw any or all deposited funds, such funds shall be wagered at least 5 times in full. 

It is not unusual for a casino to have this rule. Some casinos require deposit wagering 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money. I would recommend you contact the casino and follow the instructions. Alternatively, if you don’t wish to complete the wagering requirements, inquire about additional information regarding the cost of transaction processing. 

It is also important to note that bonuses come with their own wagering requirements, so if you played with a bonus, you might be requested to wager even higher sums.

Could you please confirm if you finished the wagering, or did you lost all the money?

Okay, thank you very much 🙂

Unfortunately the money is gone 😩

Okay, vielen Dank 🙂

das Geld ist leider weg 😩

I'm very sorry to hear that. Unfortunately, since you lost your balance while trying to fulfill the wagering requirements, we are unable to assist you any further.

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.