PalmSlots Online Casino - A conta do jogador foi encerrada devido a suposta duplicidade.

Dear Casinoguru Team,

I hereby submit a formal complaint regarding my account there and the outstanding payment.

I made a deposit via ETH on August 18, 2025, which, if I remember correctly, was around €50. Afterwards, I didn't play for many months.

I didn't use the account again until March 2026. At that time, I didn't make any further deposits and no bonus was active.

I then placed sports bets and won, and also played casino games and won – all without a bonus.

On March 19, 2026, I requested a partial withdrawal of €480 in ETH. Subsequently, on March 20, 2026, I received a KYC request, namely a selfie with my ID card. I sent this to Palmslot on the same day.

On March 21, 2026, I received another request, this time claiming my ID card was illegible. I resubmitted the documents on March 21, 2026. Despite this, further requests for a selfie with my ID card followed.

On March 30, 2026, I sent another new selfie to Palmslot. After that, I repeatedly received new requests for the same proof.

Most recently, on April 10, 2026, I received a request to submit the front and back of my identity card. I sent this to Palmslot in full on April 10, 2026.

On April 14, 2026, I finally received an email indicating an alleged duplicate account. At the same time, I was informed that my money would be withheld. Only the original deposit of €55 would remain in my account, which I would then be instructed to withdraw.

I have not received any further feedback since then.

I hereby request Palmslot to

to inform me of the reason for the block or the alleged duplicate account in a concrete and comprehensible manner,

to promptly review the decision to withhold my payment,

to fully pay out my legally acquired credits

Best regards

Sehr geehrtes Casinoguru Team,

hiermit reiche ich eine formelle Beschwerde zu meinem Konto dort und der ausstehenden Auszahlung ein.

Ich habe am 18.08.2025 eine Einzahlung per ETH vorgenommen, die nach meiner Erinnerung bei etwa 50 € lag. Anschließend habe ich über viele Monate hinweg nicht gespielt.

Erst im März 2026 habe ich das Konto wieder genutzt. Zu diesem Zeitpunkt habe ich keine weitere Einzahlung vorgenommen und es war kein Bonus aktiv.

Ich habe daraufhin sowohl Sportwetten gesetzt und gewonnen als auch teilweise Casino gespielt und gewonnen – alles ohne Bonus.

Am 19.03.2026 habe ich eine Teilauszahlung in Höhe von 480 € in ETH beantragt. Daraufhin erhielt ich am 20.03.2026 eine KYC-Anforderung, nämlich ein Selfie mit ID-Karte. Dies habe ich am selben Tag an Palmslot gesendet.

Am 21.03.2026 kam erneut die Anforderung, da der Personalausweis angeblich nicht lesbar gewesen sei. Ich habe die Unterlagen daraufhin am 21.03.2026 erneut eingereicht. Trotzdem folgten weitere erneute Anforderungen zum Selfie mit Ausweis.

Am 30.03.2026 habe ich nochmals ein neues Selfie an Palmslot gesendet. Danach kamen weiterhin wiederholt neue Anforderungen desselben Nachweises.

Zuletzt erhielt ich am 10.04.2026 die Aufforderung, die Vorder- und Rückseite meines Personalausweises zu übermitteln. Auch dies habe ich am 10.04.2026 vollständig an Palmslot gesendet.

Am 14.04.2026 erhielt ich schließlich eine E-Mail mit dem Hinweis auf einen angeblichen Doppelaccount. Gleichzeitig wurde mir mitgeteilt, dass mein Geld einbehalten werde. Dabei soll nur die ursprüngliche Einzahlung von 55 € auf meinem Konto belassen werden, die ich dann auszahlen solle.

Seitdem habe ich keine weitere Rückmeldung erhalten.

Ich fordere Palmslot hiermit auf,

mir den Grund der Sperre bzw. des angeblichen Doppelaccounts konkret und nachvollziehbar mitzuteilen,

die Entscheidung zur Einbehaltung meiner Auszahlung umgehend zu überprüfen,

mir meine rechtmäßig erworbenen Guthaben vollständig auszuzahlen

Viele Grüße

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Fu52,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you withdrawn the deposit from the casino already? Was your account closed, or is it accessible to you?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

No, it's actually impossible that someone from my household with the same IP address also registered at this casino.

No, the deposit is still in the account and I still have access to it. I even continue to receive bonus offers from Palmslots via email.

I will send the communication via email.

VG

Nein, es kann eigentlich nicht sein, dass jemand aus meinem Haushalt mit der selben IP Adresse sich ebenfalls in diesem Casino angemeldet hat.

Nein, die Einzahlung liegt noch auf dem Konto und ich habe weiterhin Zugriff auf das Konto. Ich erhalte sogar fortlaufend noch Bonusangebote per Mail von Palmslots.

Die Kommunikation schicke ich per Email

VG

Dear Fu52,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Fu52,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite PalmSlots Online Casino representative to join this conversation.

Dear PalmSlots Online Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

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 Fu52,

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. 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 might 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best regards,

Mirka Dubasova