PalmSlots Casino - Spilleren anmodede om en refusion efter at have aktiveret en selvudelukkelse på grund af et spilproblem.

Hello! My name is Rainer and I wish to lodge a complaint against Palmslots Casino. More specifically, I submitted a request to the casino two months ago, asking them to permanently close my account and refund the money I had deposited. My account was abruptly closed, but the refund request is still being processed to this day. I have reached out to customer service, but for the past two months, every time I contact them, I am told to wait because another department that is dealing with my case is still checking and will contact me if there are any updates. According to customer service, my case was marked as priority and supposedly requested the relevant department to act on it as a matter of urgency. However, two months in and there is still no result. No resolution and no money. Am I waiting in vain or do I have a right to ask for a refund in this situation? How can this situation be resolved, literally, quickly?

Tere! Minu nimi on Rainer ja ma sooviksin esitada kaebuse palmslots casino kohta. Täpsemalt 2 kuud tagasi esitasin ma kasiinole taotluse sulgeda jäädavalt mu konto ja maksta tagasi mu sissemakstud summa. Konto suleti hetkega, aga tagasimakse taotlust menetletakse siiani. Olen pöördunud klienditoe poole, aga sealt tuleb juba 2 kuu vältel, igakord kui nendega ühendust võtan vastatakse mulle et pean veel ootama, juhtumiga tegelev teine osakond endiselt kontrollib, ja kui on värskendust siis võetakse ühendust. Klienditoe väitel muudeti mu juhtum prioriteetseks ja sellega väidetavalt paluti asjaomasel osakonnal tegeleda esmajärjekorras, aga siiani juba 2 kuud ei ole mingisugustki tulemust. Ei lahendust ega raha. Kas ma ootan asjata või on mul õigus selles olukorras raha tagasi paluda? Kuidas saada lõpuks olukord lahendatud sõna otseses mõttes kiiresti?

Hello rainerL,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Palm Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account was ever verified and if yes, since when exactly? When exactly got your account closed? Did you have real money only on your casino account or an active bonus as well? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. Yes, my account was confirmed on July 21, 2023. My account was closed on September 5, 2023. My account only had real money and no active bonuses. The last time I spoke to the casino's customer support was on 10/11/2023, the content of the conversation consisted of a request to resolve my case and return my deposits within November 10. The answer came, as on all previous occasions, with a request to give the other department more time to solve the case, that the case will be solved quickly, according to them, and it has been like this for 2 months already.

Tere. Jah mu konto on kinnitatud 21.juulil.2023 aastal. Mu konto suleti 5.09.2023 aastal. Minu kontol oli ainult pärisraha mitte ühtegi aktiivset boonust. Viimati rääkisin kasiino klienditoega 10.11.2023, vestluse sisu seisnes palves lahendada mu juhtum ja tagastada mu sissemaksed 10.novembri jooksul. Vastuseks tuli, nagu ka kõigil eelnevatel kordadel, palve anda teisele osakonnale veel aega juhtumi lahendamiseks, et juhtum lahendatakse nende väitel kiirkorras ja nii on see käinud juba 2 kuud.

Hello rainerL,

Can you please forward any communication between you and the casino regarding the account closure and refund to nikolas.b@casino.guru?

Hello! I forwarded all the communication between me and the casino via e-mail to your e-mail

Tere! Edastasin kogu e-kirja teel minu ja kasiino vahel toimunud suhtluse Teie emailile

How soon can I get my money back?

Kui kiiresti on võimalik mul raha tagasi saada?

Hello rainerL,

Thank you for the forwarded e-mails. However, I could not see in any of them that you have requested for self-exclusion? Can you please forward the request you sent to the casino?

hello, I really forgot to forward the first letter sent to me by the casino to you. Now it has also been forwarded to you, I apologize. I applied for self-exclusion via live chat, I don't have screenshots of it, but hopefully the forwarded email will be enough

tere olin tõepoolest unustanud esimese kasiino poolt mulle saadetud kirja Teile edastada. Nüüd on see ka Teile edastatud, vabandan. Enesevälistust taotlesin live chati kaudu, kuvatõmmiseid mul sellest alles pole, aga loodetavasti edastatud meilist piisab

How soon will the solution arrive?

Kui kiiresti saabub lahendus?

I look forward to your reply as soon as possible. Thank you

Ootan võimalusel võimalikult kiiret vastust. Aitähh

Hello rainerL and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rainerL,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite PalmSlots Casino to join the conversation and contribute to the resolution of this complaint.

Dear rainerL and Peter,

Thank you for reaching us with this matter.

We have investigated the account in question along with the whole correspondence in this thread and couldn't`` find the reason of the refund request. There was a self exclusion request made by the Player which was executed on spot by the relevant department and no deposits have been made after. 

Since the Player provided supporting e-mails for his claim, could please elaborate further and provide us with the reasoning behind the request?

Kind Regards,

PalmSlots Casino

Dear PalmSlots Casino team,

To avoid a misunderstanding, let me ask you some questions. How much money was in the player's account when it became self-excluded? What happened to the funds? Was the player able to make deposits after this date?

Dear Peter,

No funds were left in the player`s account at the time of exclusion and no deposits have been made after.

Kind Regards,

PalmSlots Casino

Thank you PalmSlots Casino team for your reply.

Dear rainerL,

Can you confirm that you had no funds in your account after requesting self-exclusion and that you did not make any further deposits? If this is the case, I am unsure which funds should be refunded by the casino. The casino will not refund you for any spending prior to informing them of your gambling problem.

Hi Peter!

Unfortunately, I can't say whether there was money in my account and how much. However, I can confirm that I have not been able to access my account since the self-exclusion request was granted, so no deposits have been made since the account was closed. I wanted to be refunded the deposits that I managed to play there during the self-exclusion day, but it seems that I don't have the right to do so? Or how?

At the same time, PalmSlots Casino could have told me everything they wrote here in response to you in the first email, the whole joke would have been avoided

Tere Peter!

Seda kas mu kontol oli ja kui palju raha seda ma ei oska kahjuks enam öelda. Küll seda aga võin kinnitada, et pärast enesevälistamise taotluse rahuldamist ma oma kontole ligipääsenud pole, seega pole ka sissemakseid pärast konto sulgemist tehtud. Mina soovisin et mulle tagastatakse sissemaksed mis ma enesevälistamise päeva jooksul seal läbi jõudsin mängida, aga tundub, et selleks mul õigust pole? Või kuidas?

Samas PalmSlots Casino oleks siis võinud seda kõike mida nad siin kirjutasid Teile vastuseks, mulle juba esimeses meilis öelda, oleks see kogu jant ära jäänud

Dear rainerL,

If you made deposits on that day and lost the funds, then you made the self-exclusion request and it was accepted "on the spot", I'm afraid there's no money to be refunded. The casino has to protect itself from fraudsters who would play games and if they win, they keep the winnings but if they lose, they request a refund. From our point of view, if the information is accurate, the casino acted correctly.

Hello Peter!

It is incomprehensible why the casino did not mention this in the first email sent to me immediately after the self-exclusion. If they had done that, this whole mess that lasted over 2 months would not have happened.

I'm sorry I got you involved, I'm smarter now. For some reason, I was convinced until now that all deposits made immediately before the self-exclusion minus the winnings were eligible for a refund, but it seems I was wrong? Or how?

With respect,

RainerL

Tere Peeter!

On arusaamatu, miks kasiino seda sellisel juhul mulle kohe esimeses meilis, mis mulle vahetult pärast enesevälistust saadeti, ei maininud. Kui nad oleks seda teinud oleks kogu see üle 2 kuu kestnud jama olemata jäänud.

Vabandan, et Teid asjasse kaasasin, nüüd olen targem. Millegipärast olin senimaani veendunud, et kõik vahetult enne enesevälistust tehtud sissemaksed, millest on võidud maha arvatud, on õigus tagasi paluda, aga näib et ma eksisin? Või kuidas?

Lugupidamisega,

RainerL

Dear rainerL,

I understand that it might have been easier for you if the casino explained the situation a little bit more in detail. The casino must safeguard itself from fraudulent individuals who play games, keeping their winnings when they win, but seeking a refund when they lose. Therefore, the casino will not refund any money spent during the time when it was unaware of your gambling problem. Once the casino is informed, the players should no longer be able to win or lose any funds. This is our policy regarding self-exclusion where a gambling addiction is involved. We will reject your complaint as the casino acted correctly. Regarding your gambling issue, I suggest visiting a website like e.g. https://www.begambleaware.org/ where they may be of better help.

Best regards,

Peter