Palms Bet Casino - Los retiros de los jugadores se han retrasado.

On the evening of June 10, I was playing in the casino. I ordered a withdrawal of BGN 180 and continued to play. Then I made a request for withdrawal of 2 times BGN 100. and once BGN 110. In the end, I didn't feel like playing anymore and I stated BGN 50 that I had in my account. Today I saw that I was paid BGN 180. and BGN 50. I have emails in the e-mail that all 5 withdrawals have been approved. After contacting palmsbet, they replied that the bank had refused the money and it had been returned to the account. I immediately contacted Revolut. I explained the case to them and they inquired. I was told that no such payments had been received from this merchant. I wrote to Palmsbet again but the result was the same.

I have screenshots of approved withdrawals. In correspondence with Revolut and Palmsbet.

The problem is how authorized withdrawal and the bank does not accept it? And the bank says there is no such thing. And how can I not see that my money has been returned? And these 3 transactions just disappear and I only have an email for them ?!

На 10.06 вечерта играх в казиното. Заявих теглене от 180лв и продължих да играя. После направих заявка за теглене от 2 пъти по 100лв. и един път 110лв. Накрая вече не ми се играеше и заявих 50лв които имах в акаунта. Днес видях че са ми изплатени 180лв. и 50лв. В електронната поща имам имейли че са одобрени и 5те тегления. След като се свързах с palmsbet те ми отговориха, че банката е отказала парите и те са били върнати в акаунта. Веднага се свързах с Revoluт. Обясних им за случая и те направиха справка. Казаха ми, че няма постъпили такива плащания от този търговец. Отново писах на Palmsbet но резултата беше същият.

Имам екранни снимки на одобрените тегления. На кореспонденцията с Revolut и Palmsbet.

Проблема е как оторизиран теглене и банката не го приема? А банката казва, че няма такова нещо. И аз как не виждам, че парите са ми върнати? И тези 3 транзакции просто изчезват и единствено имам имейл за тях?!

Dear DjDero,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawals and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawals approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Hello Petronela

As I said, the Casino replied that the money had been returned to my gaming account. The reason is that the bank refuses to pay. The only money earned was BGN 230. The other BGN 310 have been returned. I have attached screenshots for everything.

There is no need to wait after the casino says that I will not receive the amount of BGN 310.

Здравейте Petronela

Както казах Казиното ми отговори,че парите са ми върнати в игралната сметка. Причината е че банката отказва плащането. Единствените спечелени пари били 230лв. Другите 310лв са върнати. За всичко съм приложил екранни снимки.

Няма защо да чакам след като казиното казва, че няма да получа сумата от 310лв.

Thank you, DjDero, for your reply. I have found a screenshot of casino messages:

Could you please advise if these missing payments are also visible in your casino cashier history?

They are not visible. Only one BGN 180 and BGN 50. Which are paid.

The casino told me that only successful withdrawals can be seen in history.

Не се виждат. Само едно 180лв и 50лв. Които са изплатени.

Казиното ми отговори, че в история се виждат само успешни тегления.

Is there any supporting evidence that withdrawals have been requested, please?

Screenshot of approved withdrawals. Which you have seen. I think it's enough.

Екранна снимка на одобрените тегления. Която Вие сте видели. Мисля, че е достатъчно.

Could you please confirm that two requested withdrawals marked in green have been received successfully and the red ones are missing?

Yes, I only got the ones marked in green. The casino told me that they had been ordered to the bank, but it refused. And they were returned to the account. I contacted the bank and they categorically said that there were no other payments received except the two I received. Since the bank did not refuse the money, where is it? A spectacular scam!

Да, получих само маркираните в зелено. От казиното ми отговориха, че са били наредени към банката но тя ги е отказала. И са били върнати в профила. Свързах се с банката и те категорично казаха, че няма други постъпили плащания освен двете които получих. След като банката не е отказвала парите, те къде са ? Грандиозна измама!

Thank you very much, DjDero, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Hello DjDero,

I will assist you with the complaint from now on. I went over the details of the case and will do my best to help you resolve the issue. First, let me contact the casino representative, so they can help us locate the missing funds from the 3 withdrawal requests.

Palms Bet Casino,

Could you explain why the 3 withdrawal requests weren't processed,? why they don't appear in the list of transactions in the casino account? Was the amount returned to DjDero's casino balance?

Hello!

All communication with the customer and customer service department was checked.

The client plays on 10.06.22. of game 20 Super hot, evening. At 21:45:51 he announced a withdrawal, using the bank card method, which was unsuccessful. The reasons for its failure are many, depending mainly on the bank, in this case the client uses an electronic wallet - Revolut. For more information, contact the card issuer. After the payment is unsuccessful, the amount of BGN 110, which is the first requested, is immediately refunded to the gaming account of the client, who is back in the game, having a balance of BGN 30.03, at 21:45:49, game 20 Super hot, bet 1.00, which is a loser. Returning the failed draw, the client has in his gaming account - 139.03 BGN. At 21:55:14, he again announced a withdrawal, which was unsuccessful, worth - BGN 100. Again, the amount is returned immediately to his gaming account, during the game! Seconds later he tried to claim the same amount to be withdrawn, but it was still unsuccessful, it was refunded again. At 22:05:24 and 22:42:00 the client manages to request withdrawals, respectively for BGN 180 and BGN 50. Over time, he played the rest of the money. You can track all this yourself, by hours and amounts in your account - my profile, history - casino.

Regarding the 5 emails received, if there are three attempts that we cannot know will be unsuccessful, we have no reason to refuse the download, which fails, that is why the email client receives it as information. The reasons for the failed withdrawals can be learned only from Revolut, in most cases we are talking about exceeding the daily, weekly, monthly limit.

Здравейте!

Бе проверена цялата комуникация с клиента и отдел обслужване на клиенти.

Клиентът играе на 10.06.22г. на игра 20 Super hot, вечерта. В 21:45:51 часа заявява теглене, с метод - банкова карта, което бива неуспешно. Причините то да е неуспешно са множество, зависещи предимно от банката, в случая клиентът ползва електронен портфейл - Револют. За повече информация, нека се свърже с картоиздателя. След като изплащането е неуспешно, сумата от 110 лева, която е първата заявена, веднага се възстановява в игралната сметка на клиента, който отново е в игра, имайки баланс от 30.03 лева, в 21:45:49 часа, игра 20 Super hot, залог 1.00, който е губещ. Връщайки се пропадналото теглене, клиентът има в игралната си сметка - 139.03 лева. В 21:55:14 часа, отново заявява теглене, което е неуспешно, на стойност - 100 лева. Отново сумата е върната веднага в игралната му сметка, по време на игра! След секунди опитва да заяви същата сума за теглене, но тя пак е неуспешна, отново е възстановена. В 22:05:24 и 22:42:00 клиентът успява да заяви тегления, съответно за 180 лева и 50 лева. През времето е разиграл останалите средства. Всичко това сам може да проследи, по часове и суми в акаунта си - мои профил, история - казино.

По отношение на получените 5 имейла, да има три опита, които ние няма как да знаем, че ще са неуспешни, нямаме причина да откажем тегленето, което пропада, затова и получава имейл клиентът, като информация. Причините за пропадналите тегления, може да се научат единствено от Револют, в повечето случаи говорим за надхвърлен дневен, седмичен, месечен лимит.

Thanks for the detailed explanation to the PalmsBet Casino team.

DjDero,

Can you confirm after the unsuccessful withdrawal attempts the funds were returned to your casino balance as the casino representative says?

Please let me know. Much appreciated!

If they were returned, I would see. Only during the automatic game I can't know because I didn't follow the spins. But I received an email after each withdrawal that it was authorized. I kept small amounts and did not worry.

If Revolut had told me they refused to pay. One could imagine that they might indeed be returned. And during the automatic game to be played. But Revolut categorically denied that there were any sums received and refused. The only transactions are one BGN 180 and one BGN 50. {I sent a screenshot from the chat with Revolut).

I would reconnect with the Revolution. Re-confirm that no amounts have been refused.

Ако бяха върнати аз щях да видя. Единствено по време на автоматичната игра не мога да знам, понеже не следях завъртанията. Но аз след всяко теглене получавах имейл, че то е оторизирани. Оставах малки суми и не се притеснявах.

Ако Револют ми бяха казали, че са отказали плащане. Можеше да се замисля, че наистина може да са върнати. И по време на автоматична игра да са изиграни. Но Револют категорично отрекоха да има постъпили и отказани от тях суми. Единствените транзакции са една 180лв и една 50лв. {изпратил съм екранна снимка от чата с Револют).

Бих се свързал отново с Револют. Повторно да потвърдят че няма отказани суми.

Hello DjDero,

try to check if the withdrawals returned to your account following the casino representative's instructions and let us know about the result.

in your account - my profile, history - casino

Please note that if the withdrawal amount is returned to your account balance and was available to you there is not much more else we can do regardless of how the withdrawal request was handled.

I made a reference as follows

account - my profile, history - casino.

First, there is no information. Only the bet and win amount can be seen. But while checking this information, I noticed something interesting.

The casino says that I have ordered three withdrawals that have failed, namely:

Withdrawal 1 - 21:45:51

Withdrawal 2 - 21:55:14

Download 3 - a few seconds after 21:55:14

As far as I can see, in those hours I was still in the game ... How did I manage to request a draw during the game?

There is also no information on failed withdrawals or refunds.

I am sending a screenshot of the indicated hours from the Palmsbet representative.

I also received two emails for the amounts of BGN 100 each. that they are authorized at 9:54 p.m.

How is the money authorized before it is claimed?

I send screenshots of emails with time and date.

Направих справка както следва

акаунт - моят профил, история - казино.

Първо че липсва каквато и да било информация. Единствено се вижда заложена и спечелена сума. Но докато проверявах тази информация забелязах нещо интересно.

Казиното казва че съм заяваил три тегления които са пропаднали, а именно:

Теглене 1 - 21:45:51

Теглене 2 - 21:55:14

Теглене 3 - няколко секунди след 21:55:14

До колкото аз виждам точно в тези часове все още съм бил в играта... Как съм успял да заявя теглене по време на игра ?

Също така няма информация за пропаднали тегления или върнати суми.

Изпращам екранна снимка на посочените часове от представителят на Palmsbet.

Също така съм получил два имейла за сумите от по 100лв. че са оторизирани в 21:54.

Как парите са оторизирани преди да са заявени ?

Изпращам екранни снимки на имейлите с час и дата.

Palms Bet Casino,

Could you provide us with complete game history where we can see what happened with DjDero's balance from the evening in question? (10th June 2022)

Please send it to my email address at tomas@casino.guru

Much appreciated!

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’.

Hello DjDero,

I spoke briefly with the casino representative who told me they were trying to contact you to explain the situation to you but were unable to reach you.

Also, I'll review the information from the casino and will reply with our conclusion.

Hello Tomas.

In what way are they trying to connect? I haven't received an email! I can provide a contact phone number.

Also, once they have sent you the information you need, I will wait for you to review it and let me know.

Здравейте Tomas.

По-какъв начин се опитват да се свържат ? Не съм получил имейл ! Мога да предоставя телефон за връзка.

Също така след като са Ви изпратили нужната информация, ще изчакам да я прегледате и да ме уведомите.

Hello DjDero,

to my knowledge, they were trying to call you on the phone, but they didn't manage to reach you.

I can confirm The casino representative sent me the information regarding what occurred with your balance. From what I've seen, on June 10th late evening, while you were playing "20 Super hot" there were increases in the balance on your casino account due to 3 withdrawal requests failing. This was 100, 100, and 110 BGN, just as you and the casino representative mentioned previously.

You are correct to point out this wasn't visible in the log that you posted screenshots of.

As this balance was returned to you to play with again I am afraid I can't help you further.

Thanks Tomas.

I will take my complaint to a higher authority.

I can't see any information anywhere that the amounts have been returned to the account. And Revolut said there were no declined transactions on their end. And last but not least, the discrepancies in the hours.

During those 10 days they needed to submit a game history. It is quite possible that the information has been manipulated.

You can still close the complaint. And thanks again for your help.

Благодаря Tomas.

Ще отправя жалбата си към вишестоящ орган.

Аз не мога да видя никъде информация за това, че сумите са върнати обратно в сметката. И Revolut казаха, че няма отхвърлени транзакции от тяхна страна. И не на последно място несъответствията в часовете.

По време на тези 10 дена които им бяха нужни да изпратят история на играта. Е напълно възможно информацията да е била манипулирана.

Все пак може да затворите жалбата. И отново благодаря за съдействието.

Hello again.

Palms Bet does not manipulate actions and information! Please take responsibility for the situation, especially since the same story is in your account. We are not commenting on Revolut's policy, especially since you have no proof of your thesis there. The fact is that the withdrawals in the period failed, and we did not find a problem, it was on the part of the card issuer. At such times, the forfeited amounts are ALWAYS AUTOMATICALLY restored to your account. The only thing here is that it is necessary to add up the returned funds to your account during the game.

To facilitate communication, please contact Palms Bet customer service - chat or call an operator, or provide a CURRENT phone number, as the one on your account is out of date, it is answered by a woman so that we can adequately complete the case.

Здравейте, отново.

Palms Bet не манипулира действия и информация! Моля да се отнесете отговорно над ситуацията, още повече, че в акаунта ви се намира същата история. Не коментираме политиката на Revolut, още повече, че нямате доказателство над тезата си там. Факт е, че тегленията в периода са пропаднали, като при нас не е открит проблем, съответно е било от страна на картоиздателя. В подобни моменти, ВИНАГИ сумите, които пропадат АВТОМАТИЧНО биват възстановени в акаунта ви. Тук единствено е, че е необходимо да сумирате върнатите средства в акаунта ви по време на игра.

За да улесним комуникацията, моля да се свържете с отдел обслужване на клиенти в Palms Bet - чат или обаждане на оператор, или предоставите АКТУАЛЕН телефонен номер, тъй като този в акаунта ви е неактуален, на него отговаря жена, за да завършим адекватно казуса.

I contacted the casino by phone. I have left a current contact number.

Since they are not familiar with the case, I asked them to have someone familiar contact me.

I am expecting a call from PalmsBet.

Свързах се с казиното по телефона. Оставил съм актуален номер за връзка.

Понеже не са запознати със случеят, ги помолих някой запознат да се свърже с мен.

Очаквам обаждане от PalmsBet.

Hello DjDero,

we independently looked at the evidence provided by the casino and found no inconsistencies or signs of manipulation.

Although the current balance is not displayed in the 'game log' in your account, the fact the log is there for you to check is a transparent way to monitor your gaming activity.

Please note we can't punish the casino for the fact the withdrawals failed and the balance was played down entirely or partially as a consequence of this.

After taking into consideration all the facts that were presented to us we are rejecting the complaint as unjustified. I am sorry we couldn't help you in this case. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.