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I have withdrawals and deposits. Casino today 07.10.20 refused to pay me the amount of BGN 250. They said I had to verify the card. And I have successful withdrawals and the documents have been uploaded a long time ago.

Имам тегления и депозити. Казинот днеска 07.10.20г.отказа да ми изплати сумата от 250лв. Казаха,че трябва де верифицирам картата. А имам успешни тегления и документите са качени отдавна.

Dear DjDero,

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. How long ago you have completed your account verification in the past? Did you change any of your personal details or depositing methods since your last account verification?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear DjDero,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I have not changed anything in the account. The account was validated more than a year ago and nothing has been touched since then. I have never made a deposit with a bank card but only through Easypay and Cashterminal which are available for deposits only in Bulgaria. After the last deposit made through Cashterminal, they refused to pay me the profit. They wanted me to validate the bank account (card) with which I made the deposit. And I have never deposited with a card. The money was paid to me by easypay where you only need to provide an ID card to withdraw. That's how I announced the last withdrawal through easypay. Which was accepted and then rejected.

Не съм променял нищо по акаунта. Акаунта е валидирам преди повече от година и от тогава нищо не е пипано. Никога не съм правил депозит с банкова карта а единствено през Easypay и Cashterminal които са налични за депозити само в България. След последния депозит който е направен през Cashterminal, отказаха да ми изплатят печалбата. Искаха да валидирам банковата сметка (карта) с която съм извършил депозита. А аз никога не съм депозирал с карта. Парите са ми били изплащани по easypay където е нужно да се предостави само лична карта за теглене. Така и заявих последното теглене през easypay. Което беше прието и после отказано.

Thank you very much, DjDero, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Palmsbet Casino to join us and help us resolve the player's issue.

Hello DjDero, Petronela and Nick.

I am sorry to hear about this complaint, which we need to clear up.

The client didn't have a problem with the withdrawals until the moment when he did not make a successful deposit with a bank card. His withdrawal was refused and we asked him to provide a photo on the back of the bank card. Upon successful verification, the customer has attached a photo only to the front of the card. Until then, he has not yet had a successful deposit with this card and we have not asked him to send back.

We have the right to require verification of any new method used to successfully submit to the site. The requirements for bank card verification are the following:

- Two-sided color copy / photo (clear and legible) of all Credit / Debit cards used in the deposit, pre-closing the average 8 digits on the front of the card and the last 3 on the back of the card.

As far as you can see we want only photo on his back of the card for fully verification of the newly metod .

We informated the client on his email in the moment when the withdraw was cancel.

Best Regards,

Palms Bet Team

To Palms Bet.

How is a bank card deposit made after I have deposited through Cashterminal? And why do you want a picture of the card used in the deposit? I have never deposited by credit / debit card. I have a note from the cashterminal with the made deposit, as well as the message in which it says to send a color copy of the card with which I have deposited.

До Palms Bet.

Как е направен депозит с банкова карта след като съм депозирал през Cashterminal ? И защо ми искате снимка на картата използвана при депозита ? Аз никога не съм депозирал с кредитна/дебитна карта. Имам бележка от cashterminal с извършеният депозит, както и съобщението в което пише да изпратя цветно копие на картата с която съм депозирал.

Hello,

During our inspection, the colleagues from the Verification Department have established the specific action, a consequence of which you need to provide the full set of documents in order to complete your verification.

Our terms and conditions clearly state that we want verification of each new deposit method for maximum security for our customers.

Regards,

Palms Bet Team

Здравейте,

При проверка от наша страна колегите от отдел Верификация са установили конкретното действие следствие, на което нужно да предоставите пълният набор от документи с цел завършване на вашата верификация . 

В нашите правила и условия ясно е описано, че искаме верификация на всеки един нов метод на депозит с цел максимална сигурност за нашите клиенти.

Поздрави,

Palms Bet Team

To Nick

I don't think we will get along with this casino because they are the most unfair casino in Bulgaria. They make small calculations, deceive and deceive people. And it is obvious that they have problems with the software to make such spectacular mistakes.

Tell me what photo material should I send you to mark the casino as incorrect? So that more players do not lose their money.

До Nick

Мисля,че няма да се разберем с това казино понеже са най-некоректното казино в България. Правят дребни сметки, заблуждават и мамят хората. А е видно,че имат и проблеми със софтуера за да допускат такива грандиозни грешки.

Кажете ми какъв снимков материал да Ви изпратя за да отбележите казиното за некоректно ? За да може повече играчи да не си губят парите.

Dear DjDero,

For now, all I can recommend you to send the casino all the required documentation. It is a common procedure in almost every casino in order to verify the player. Please follow the instructions of the casino, otherwise the casino won't be able to pay you out. Let us know if there will be any update.

Dear DjDero,

Is there any update regarding your case? Did you follow the casino's instructions? Please let us know, otherwise we will be forced to reject your complaint within the next 7 days.

Hello again.

I plan to close and withdraw the complaint. I already have in mind that the work at this casino is not clean. Thank you very much for your cooperation.

Здравейте отново.

Мисля да приключа и да оттегля жалбата. Вече имам едно на ум,че на това казино работата не е чиста. Благодаря ви много за съдействието.

Dear DjDero,

Were you able to withdraw your money or you gave up on trying that? Please let us know your final decision. Whatever your decision is, we will gladly assist you in this or any other issue you are experiencing.

Hi Nick Bacon

The money was pledged after payment was refused. I sent a copy of my credit / debit card. I made a successful deposit through easypay. And then I had a successful draw.

Здравейте Nick Bacon

Парите бяха заложени след отказано плащане. Пратих копие на кредитна/дебитна карта. Направих успешен депозит през easypay. И после имах успешно теглене.

Dear DjDero,

Thank you for informing us that you issue had been successfuly resolved. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly help.

Best regards,

Nick

Casino.guru