Palm.Casino - Jogador do Reino Unido negou a retirada e posteriormente foi expulso.

Hello,

I registered on this website scam a few weeks ago and I don't know how they found my phone number and email because I live in the UK and according to the TOS on their website, UK users are prohibited from registering and making deposits.

For a withdrawal that I wanted to make and they didn't let me withdraw, I told the manager because I was a VIP and they kicked me out of the casino.

The amount was more than 3600 euros and although I tried several times with my bank information when I pressed the button, it did not change and would not let me withdraw... I have told the manager about this situation and in response he has expelled me from the casino and does not respond to none of the messages

Although they have expelled me and have not allowed me to withdraw, I continue to receive daily emails to my phone and also to the same email with which I registered, promotional emails and if I want to deposit more in that scam casino

I am going to send you everything you need and please I hope you can help me recover what I have deposited and what I have not been able to withdraw

As I saw, there are many users in the same situation as me.

Greetings,

Dragos ***

Dear Angelwings,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Palm.Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• How did the casino inform you about the reasons for account blocking?
• Did you achieve your winnings with a casino bonus? 
• You can post screenshots here, or alternatively, you can send any relevant evidence to my email at tomas@casino.guru

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

They answered me that my account is going to be blocked when I told them that I tried to withdraw my 3600 euro or 3850 euro and although I entered my bank details when I pressed the button to withdraw nothing changed... And I tried several times but with no chance to withdraw nothing...they told me that in the past I wanted to withdraw a few amounts but then I canceled the withdraws...I answered yes but they were small amounts and on this occasion when it was a large amount they didn't let me and then they banned me

I have seen that there are many people like me

Also, I can't explain how they found my phone number because I live in the UK and people from the UK are not allowed to register...and not only that...they have sent a message to my phone with a UK number, to my email address and the payments have been made from banks of England

And even though I'm banned, I still receive emails from them to my email address and even with my name.

To the second question, I don't remember exactly if they were from my deposit or some bonus... but even if it was a bonus, the conditions were met because on the main page it appeared as cash in my account, not as a bonus, they just didn't let me withdraw

I do not have access to my account to see the history of all deposits and plays but I hope you can do it for me

There are many breaches of that casino and I just want to get my money back with your help

Thank you very much, Angelwings, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear Angelwings,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Palm.Casino representative to join this conversation and participate in resolving this complaint.

Dear Palm.Casino,

Could you state why the player's account got blocked? Could you please provide us with the evidence?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you so much to both of you Stefan and Tomas,

I hope for a solution although I don't expect much from palm casino.

They have not responded to any email so far, but they keep sending me messages about the promotions and if I want to offer a review to the support, but which support when no one has answered me.

It has been the mistake of my life to register with a page that, from my point of view and also from other people, is not good option because if you give the client the option to withdraw and then when they contact support they are banned, it is a way of feeling scammed. What bothers me the most is that a large part of that money was allocated for my mother's operation... I have been bombarded with emails about promotions or bonuses... I have been offered some but it is the stupidest thing to accept the bonuses because in the end average it is almost impossible to withdraw

And after depositing my money and losing, the day came when I had almost 3650-3800 euros in my account and that can be seen in the history of the games and also in the raffle they did where I have had if not I was wrong 6100 points..1 point = 1 euro

I entered the details of the same bank that I deposited, the IBAN, the SHIFT and when I pressed withdraw nothing changed and I tried several times

It's how you invest money, dear client, that you will never be able to withdraw it... I thought I was the only one but according to what I have read, there are many more clients in the same situation.

And that's not normal, that's like defrauding.

Imagine after losing and just as I have mentioned some, it was the money saved and destined for my mother, the day came to be able to withdraw something and it won't let me...

The thing is that the casino is also greedy and they have never looked for a way to solve that. It has been easier for them to ban me because they have thought that they are going to keep absolutely everything... Even if they sent me what they have not let me withdraw and they were left with quite a profit

Many illegalities, irregularities starting with the fact of allowing a person from the UK to register when their own TOS prohibits it, sending text messages to a UK phone number, accepting payments from UK banks... And the worst yet never Have they asked me for any identification?

What if it was a child behind the screen?

Only with your help I want to recover my money or at least what they have not allowed me to withdraw 3850 euros

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan