Dear carsix79,
How about coming here saying: "Hey, have you noticed? Something shady is going on there regarding the license... Look what I found." 🙂
Would be much better than accusing us of "You are giving a good rating to a casino that is scamming and making false claims on their site.", right? The data team is working on that.
Thanks for the update, I guess a simple mistake can be discarded in this case.
Hello there.
May I know how exactly did you ask the casino to close your account? It's very important to do it properly. Anyway, if the casino fails to close the account tomorrow, I would consider submitting a complaint.
Let me know how it goes.
Hi Radka.
I'm curious what your version of asking for account closure "properly" looks like.
Many casinos offer the option to close an account by simply pressing a button without needing to engage with chat, write emails or jump through hoops. Playing online is not joining a club with monthly membership fees and a person doesn't need permission to leave. It should be easy and there is no good reason when it's not.
If you're asking if I did it politely, then yes I did. I wrote an email according to their terms and conditions, gave my reason, and asked for it to be closed. I waited 24 hours (the amount of time they ask to be allowed for a response) and then contacted chat asking why no one has responded, who promptly offered me bonus funds. I declined and repeated my request. He then stated I would need to write another email and wait another 24 hours for someone to respond. I don't consider that acceptable or good practices, and I made that clear. Hopefully that falls into the "properly" category. I'm happy to forward my chat transcript and/or emails should you require them.
My account with them is now closed. My time with this review site is also soon to come to an end. I don't think this is a player friendly place.
Hi tamalama67,
I'm happy your account was finally closed.
There is a significant difference between asking for just account closure and asking the same due to a gambling issue. Some players simply ask the casino to close their account and are offended by the reaction, when the casino support tries to convince players to stay by offering some bonuses. Some ask for the account closure to get a chance for a bonus as a marketing strategy how not losing customers.
I only wanted to be sure that this was not part of your issue. That's all.
As long as I can remember if the casino needs a player to contact a special department - usually by email, we consider 72 hours to be the maximum time for the account closure. What we call the panic button is an ideal variant for addicted players of course.
Though I do not understand what makes you think this place is not friendly enough,
I wish you better experiences in the future.
Stay well!
Hello there.
I guess no one would notice if you didn't ask openly. Anyway, keep this in mind.
I'll change your login name - then hide the post.
Note: from now on, you need to use this new login name for login.
Hello Radka,
Can you please help/advice, what should I do.
At the beginning of last week I won money at Palmslots. Unfortunately I didn't check their reviews on CasinoGuru first. On Tuesday (25.07) I managed a withdrawal of €2.5k (I made a x10 deposit wager), sent all the necessary documents to KYC. After 24h they asked me by email for additional documents from mifinity, which I sent. After another 24h they asked for an additional ID photo (This was already a bit strange, but I thought ok, maybe first one was blurry?).
After which contact from their side disappeared. According to their T&C the payment should be processed within 48hrs, as of today (Tommorow 7 days will pass) I have not received any message from them. I contacted by email - Silence. I have written to support, who repeats the same thing over and over, that my transaction is being processed, and I have to wait. When I asked how long I have to wait, and what is going on, because the time they declare in their T&C has already passed, the support disconnected from the chat....
If it wasn't for the reviews, and the problems others have had with withdrawals, I would probably have waited. But in this case, I would prefer to know the expert's opinion
Best,
Hello.
I'm sorry to say that, but there is not much you can do for the moment. 🙁
The way I see it, the verification has not been completed yet, but it must be carried out first. So, can you confirm you passed the KYC perhaps?
It may sound strange, bet we allow casinos 14 full days to process the verification and the withdrawal as well. So, technically I can advise submitting the complaint, but if I understand correctly, it's too early for us to step in.
Try to be calm, check your email daily, All previous complaints were resolved, thus I would be patient and optimistic. 🙏🤞
Hello,
I received the withdrawal today. I don't know if it's a coincidence or the fact that I opened a complaint here yesterday.
So after all, all ended well.
The only downside was the lack of response from their support via email, and the lack of information about what was happening with my withdrawal.
Best,
I'm happy it has ended the best it could.
If I may say so, you are 100% correct, poor support or even ignorance causes the real issues here. Sadly, I witness such behavior almost daily.
Thanks to your post and your complaint, all other players may see how caring the casino really is.
I would take that as a great benefit.
In regards to the happy ending, do you still feel like staying with PalmSlots?
Please let me know, why this casino not provide following things -
and Withdrawals can take a few days to process, why?
Thank you for reaching out. We do have a VIP program available for our valued players. Once a player qualifies for the VIP program, they will receive an email from our VIP department outlining the exclusive benefits and privileges they can enjoy.
You can get more information here: https://offers.palmslots.com/en/vip/
The availability of certain games in different countries can be related to the game providers' licensing agreements and regulations in specific regions. We strive to offer a diverse selection of games to all players while adhering to these legal requirements.
Regarding withdrawals, we understand the importance of timely processing. However, withdrawals often involve a verification process to ensure security and prevent fraudulent activities. While this may lead to a slight delay, we are committed to making the process as efficient as possible. If you have any concerns or questions, our dedicated support team is here to assist. Feel free to contact us at support@palmslots.com, and we'll be more than happy to help.
Hvorfor får jeg ikke svar på min betaling efter 3 dage?
Min konto blev bekræftet, da jeg modtog pengene flere gange, og det lykkedes, da hvert enkelt beløb var op til 500 euro
Nu er 2500 € efter tre dage har jeg intet svar..
Er der nogen der har nogle råd eller erfaringer, tak
On average, how long do they used to take to process your previous withdrawals? Do you had other withdrawals this month? Make sure you are within the withdrawal limit, wait a bit more or ask support directly about it
De har lige annulleret alle mine gevinster på €2.500 med den undskyldning, at det var på grund af bonussen og efterlod €30 på min konto! Hvor skal jeg gå hen, hjælp mig, jeg har bevis på, at jeg spillede alt rigtigt! ja med mine egne penge
Så for at vi kan undersøge nærmere, kan du venligst give os dit brugernavn og den e-mailadresse, der er knyttet til kontoen, så vi kan tage et kig?
Naturligt
Daniel310138
31/01/1990
Trebur 65468 Tyskland
De har lige annulleret alle mine gevinster på €2.500 med den undskyldning, at det var på grund af bonussen og efterlod €30 på min konto! Hvor skal jeg gå hen, hjælp mig, jeg har bevis på, at jeg spillede alt rigtigt! ja med mine egne penge
So it was a clean deposit (no bonus attached), right? If that was the case, there is no reason to void the entire balance, even if it was a bonus balance and you completed the wagering requirements and didn't play restricted games, there still shouldn't be problems, unless the winnings are capped while a bonus is capped, for example: 5x, 10x the deposit amount. Also don't share your email or casino account username here, contact the casino's support, since the balance already got voided you can file a complaint: https://casino.guru/complaints
De har lige annulleret alle mine gevinster på €2.500 med den undskyldning, at det var på grund af bonussen og efterlod €30 på min konto! Hvor skal jeg gå hen, hjælp mig, jeg har bevis på, at jeg spillede alt rigtigt! ja med mine egne penge
Hello.
How about giving the casino representative some time to check it out? I understand this is an unexpected complication, just from my point, giving some time to the casino here may be currently more efficient.
Honestly, the Complaint Team is slightly delayed with freshly submitted complaints thus it will take some time to get through.
Well, as far as I see, the complaint has been created. Let's see how it goes.
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