PalmSlots Casino - A retirada do jogador foi cancelada.

I joined this casino on 10/12-22 after being recommended this on a casino site. I have played a lot and made about 10 deposits until I finally won so much that I wanted to withdraw what I won. When I choose to make a withdrawal, I am immediately asked to verify my account. I upload all documents and then contact chat support to see how long it will take. I am told that it will take 2 days and that I will then receive an email when my account has been verified.

2 days later I contact the chat support again as I have not received any email and then instead I get the message that the verification will not be processed if you do not simultaneously make a withdrawal at the same time. I wasn't allowed to make a withdrawal request because I wasn't verified but am now getting information that a verification won't be processed unless you make a withdrawal request at the same time?! I then do as I am told and make a withdrawal request and am informed that this will take 2 days.

Now today, 14/12-22, I am informed that my withdrawal request is denied because I have not transferred my money enough times. I then contact the chat support to find out what they mean because I did not choose any bonus or similar when I deposited money into my casino account. Then I am informed that it is stated in the casino's "terms & conditions" that I must convert my deposit 10 times before I can make a withdrawal. I am of course shocked by the news and cannot understand why you have to convert a deposit that you have not chosen into a bonus or similar in connection with the deposit and receive the message that it is stated in their terms & conditions. At the same time, I am asked if I want the support agent to check how much turnover is left before I can make a withdrawal of my winnings, and I answer yes to this. Then the next shock comes when I get the message that I have SEK 67,962 left to convert! I reply that there must be something wrong as I only made a deposit of 100 Euros on my last deposit and then get the answer that the casino adds up ALL my deposits in the turnover requirement. I answer of course that this whole situation is absurd and that it cannot be allowed to happen in this way.

Although there is a requirement to convert my deposit 10 times, you cannot count all my deposits since I first created my account with the casino. In addition, there is no support in their terms & conditions for what the casino claims applies as it only says "NewEra BV reserves the right to reject the withdrawal or apply an administrative fee of up to 8%, in case the deposit amount is not rolled over at least 10 times". It says nothing that it applies to all deposits or any total sum that counts from previous deposits, but that it only applies to the deposit to which my withdrawal is linked.

The casino has created these "terms & conditions" only to cheat players out of money and nothing else. It's fraud and I want what I'm entitled to and that's my profit!

Jag gick med i detta casinot den 10/12-22 efter att ha blivit rekommenderad detta på en casinosite. Jag har spelat en hel del och gjort ett 10-tal insättningar fram tills jag till slut vann såpass mycket att jag ville göra ett uttag på det jag vunnit. När jag väljer att göra ett uttag blir jag direkt ombedd om att verifiera mitt konto. Jag laddar upp alla dokument och kontaktar därefter chatsupporten för att se hur lång tid det kommer att ta. Jag får besked om att det kommer ta 2 dagar och att jag då kommer få ett mail när mitt konto är verifierat.

2 dagar senare tar jag kontakt med chatsupporten igen då jag inte mottagit något mail och då får jag istället beskedet att verifieringen inte behandlas om man inte samtidigt gör ett uttag samtidigt. Jag fick inte göra en uttagsförfrågan på grund av att jag inte var verifierad men får nu information om att en verifikation inte behandlas om man inte gör en uttagsförfrågan samtidigt?! Jag gör då som jag blir tillsagd och gör en uttagsförfrågan och får besked om att detta ska ta 2 dagar.

Nu idag, 14/12-22, får jag besked om att min uttagsförfrågan är nekad på grund av att jag inte har omsatt mina pengar tillräckligt många gånger. Jag tar då kontakt med chatsupporten för att reda ut vad det är dom menar eftersom jag inte har valt någon bonus eller liknande när jag satte in pengar på mitt casinokonto. Då får jag besked om att det står i casinots "terms & conditions" att jag måste omsätta min insättning 10 gånger innan jag kan göra ett uttag. Jag blir självklart chockad över beskedet och kan inte förstå varför man måste omsätta en insättning som man inte har valt till någon bonus eller liknande i samband med insättning och får beskedet att det står i deras terms & conditions. Jag får samtidigt frågan om jag vill att supportagenten ska kolla hur mycket omsättning det är kvar innan jag får göra ett uttag av mina vinster och jag svarar ja till detta. Då kommer nästa chock när jag får besked att jag har 67,962 SEK kvar att omsätta! Jag svarar att det måste vara något fel då jag bara gjort en insättning på 100 Euro vid min senaste insättning och får då svaret att casinot räknar ihop ALLA mina insättningar i omsättningskravet. Jag svarar så klart att hela den här situationen är absurd och att det inte kan få gå till på det här sättet.

Även om det är ett krav på att omsätta min insättning 10 gånger så kan man inte räkna med alla mina insättningar sen jag först skapade mitt konto hos casinot. Dessutom så finns det inget stöd i deras terms & conditions för det som casinot påstår gäller då det endast står "NewEra BV reserves the right to reject the withdrawal or apply an administrative fee of up to 8%, in case the deposit amount is not rolled over at least 10 times". Det står ingenting om att det gäller samtliga insättningar eller någon totalsumma som räknar från tidigare insättningar utan att det endast gäller den insättningen som mitt uttag är kopplat till.

Casinot har skapat dessa "terms & conditions" endast för att lura spelare på pengar och inget annat. Det är bedrägeri och jag vill ha det jag har rätt till och det är min vinst!

Dear rnkd84,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casino’s withdrawal rules in T&Cs and I found this:

„6.1. Any deposits are specifically to be used on our website. Any deposited amount will need to be wagered at least 10 (ten) times before the player is allowed to withdraw the funds."

Unfortunately, some casinos require to wager real money deposit. This is one of the standard AML (anti-money laundering) rules. Not all casinos require this and usually, it isn't anything unfair. However, the casino should not require players to wager all deposits that have been made until that point.

Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much, rnkd84, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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 rnkd84,

I am sorry to hear about your troubles.

The situation is, of course, absurd, and the 10x wagering (which is higher than a standard but still acceptable) should be applicable on each deposit separately, not cumulatively.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened and why deposit wagering is set in this very aggressive way?

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 Matej, 

The withdrawal rules of the Casino (as shown as well by your colleague Kristina) are: 

„6.1. Any deposits are specifically to be used on our website. Any deposited amount will need to be wagered at least 10 (ten) times before the player is allowed to withdraw the funds." 

Full T&C: https://palmslots.com/pages/terms-and-conditions  

In this current situation the player’s rollover requirement was 2000 EUR based on the established rules, to which he agreed on upon registration. 

This will remain our final position.  

Best Regards, 

PalmSlots Casino Team

Dear PalmSlots Casino Team,

Could you please at least explain why this rule works this way?

You are the only casino in the world where this wagering is cumulative.

I believe that even from the terms, it is not clear that it should be applied this way, not to mention that asking players to wager even lost deposits, we consider to be unfair and not logical.

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.

Unfortunately, the casino didn't explain why they are forcing players to follow such a predatory term.

In this situation, we don't have any choice, and we must close the complaint as unresolved.

We also created a warning which warns players about the uncommonly high wagering requirements.

I would strongly recommend that rnkd84 contact the licensing authority. In this case, I believe that it could help. With Curacao, it is like 50:50, but it is definitely worth trying.

If you don't know how to do it, please get in touch with me via email: matej@casino.guru and I will help you with that.

We’ve reopened this complaint at the request of PalmSlots Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello rnkd84,

The casino representative informed me that the casino had changed its terms and conditions. Based on the new terms, you can withdraw the money without wagering, and the problem is fixed.

Dear PalmSlots Casino Team,

Could you please tell me what happened with the balance of rnkd84?

Hello rnkd84,

The casino representative informed me that you already withdrew the disputed amount.

Could you please confirm it?

Dear rnkd84,

Because we didn't receive any response from you, we assume that you received the balance (based on the info from the casino representative). Therefore we are closing this complaint as resolved.

The player can reopen this complaint at any time.