PalmSlots Casino - O encerramento da conta do jogador foi adiado.

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.