PalmSlots Casino - El jugador solicita un reembolso del depósito.

Hello,

I played at this casino over the weekend.

Deposited €2000 and requested a withdrawal at €1500.

This was rejected even though I had no bonus.

According to support, I would have to return my complete deposits 10 X

relocate so 10 X 2000€.

The last deposit I made was €500.

That too would have been cheeky.

In addition, my address would have to match my ID card exactly. But this is not possible because the casino

no German umlauts accepted. ugh.

Could you help me get my money back?

Best regards,

Christian S***

PS: This casino advertises Casino guru

Hallo,

ich habe am Wochenende bei diesem Casino gespielt.

2000€ eingezahlt und bei 1500 eine Auszahlung beantragt.

Diese wurde abgelehnt obwohl ich keinen Bonus hatte.

Laut Support müsste ich meine kompletten Einzahlungen 10 X

umstetzen. also 10 X 2000€.

Die letzte von mir getätigte Einzahlung war 500€.

Auch das wäre schon eine Frechheit gewesen.

Aussdem mü´ßte meine Anschrift exakt mit meinem Ausweis übereinstimmen. Dies geht aber nicht, da das Casino

keine deutschen Umlaute akzeptiert. üöä.

Könnten Sie mir helfen mein Geld zurück zu fordern?

Herzliche Grüße,

Christian S***

PS: Dieses Casino macht Werbung für Casino guru

Dear chspe,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Unfortunately, some casinos require to wager real money deposit. This is one of the standard AML (anti-money laundering) rules. Not all casinos require this, but it isn't anything unfair. I have also checked the casino’s withdrawal rules in T&Cs and I found this:

„6.1. Any deposits are specifically to be used on our website. Any deposited amount will need to be wagered at least 10 (ten) times before the player is allowed to withdraw the funds."

I suggest you fulfilling the requirements, otherwise, you won’t be able to request the withdrawal.

Looking forward to hearing from you.

Best regards,

Kristina

This was already fulfilled 10 times, unfortunately I could not translate that all bets are added up.

So I would have had to wager the amount 40X. That's sheer mockery.

As proof I saved the chat with the support.

Kind regards,

Christian S***

Dieser war bereits 10 X erfüllt, leider konnte ich nicht übersetztzen dass alle Einsätze zusammengezählt werden.

Also hätte ich den Betrag 40X umsetzen müssen. Das ist doch der blanke Hohn.

Als Beweis habe ich den chat mit dem support gespeichert.

MfG,

Christian S***

If that's true about wagering 10X the €500 deposit, I was deliberately deceived.

Here is the chat log.

Chat Transcript with Christian S*** Chat started on 23 Oct 2022, 07:34 AM (GMT+0)

(07:34:06) *** Christian S*** joined the chat *** (07:34:06) Christian S***

Hi

(07:34:08) *** Karl joined the chat *** (07:34:08) Palmslot's info

Welcome to PalmSlots Customer Service. An agent will be with you in a moment.

(07:34:11) Charles

Hello, my name is Karl. Thank you for contacting us. I will help you today :)

(07:34:45) Christian S***

Hi Karl, I made a withdrawal. This was rejected because I would not have reached the rollover.

(07:34:57) Charles

Please would you be so kind as to provide me with the following account details to verify that I am speaking to the account holder:

1. User Name

2) date of birth

3) Last deposit or wager amount

4) place of residence

(07:34:58) Christian S***

I do not understand it entirely

(07:35:28) Christian S***

DrS, 05/27/69, 500€, W*** , 6*** I***

(07:41:32) Charles

Thanks

(07:41:42) Charles

Unfortunately, you seem unfamiliar with our general rule. Let me explain what you need to do to cash out your money. You should wager your deposit 10 times to receive a withdrawal.

(07:42:11) Christian S***

How can I see how much I still have to wager?

(07:50:56) Charles

For a payout you should wager another 9 518 euros.

(07:51:30) Christian S***

But 10 X 500 is 5000³. That's ten times the deposit

(07:53:03) Christian S***

sorry, mistyped. 500߀

(07:53:13) Christian S***

5000€

(07:53:29) Charles

This applies to all deposits, which currently amount to a total of 2000 euros.

(07:54:08) Christian S***

ok, then I guess I can forget my money. If I had known that beforehand.

(07:55:23) Christian S***

where can i see what is missing?

(07:55:41) Charles

You should discuss this with us in the chat.

(07:56:32) Charles

Is there anything else I can help with?

(07:56:42) Christian S***

No thank you.

(08:00:53) Charles

Willingly

(08:00:56) Charles

If you have any further questions, we are at your disposal! I thank you for the interview. Have a nice day!

(08:00:58) *** Karl left the chat *** (08:01:05) *** Christian S*** has rated the chat Good *** (09:04:52) *** Christian S*** left the chat ***

NAME Christian S*** EMAIL c***@t-online.de PHONE — LOCATION M***, S***, Germany URL https://palmslots1.com/de/online-casino DEPARTMENT TC SERVED BY Karl RATING Good COMMENT — Are you using Zendesk Chat yet? Sign up free today

Kind regards,

Christian S***

Wenn das mit den 10 X umsetzen des Einsatzes von 500€ Einzahlung stimmt, wurde ich bewusst getäuscht.

Hier das Chatprotokoll.

Chat Transcript with Christian S*** Chat started on 23 Oct 2022, 07:34 AM (GMT+0)

(07:34:06) *** Christian S*** joined the chat *** (07:34:06) Christian S***

Hallo

(07:34:08) *** Karl joined the chat *** (07:34:08) Palmslots Info

Willkommen beim PalmSlots Kundendienst. Ein Agent wird in einem Moment bei Ihnen sein.

(07:34:11) Karl

Hallo, mein Name ist Karl . Vielen Dank, dass Sie uns kontaktiert haben. Ich werde Ihnen heute helfen :)

(07:34:45) Christian S***

Hallo Karl, ich habe eine Auszahlung getätigt. Diese wurde abgelehnt, weil ich den Rollover nicht erreicht hätte.

(07:34:57) Karl

Wären Sie bitte so freundlich, mir die folgenden Kontodaten mitzuteilen, um festzustellen, dass ich mit dem Kontoinhaber spreche:

1) Benutzername

2) Geburtsdatum

3) Letzter Einzahlungs- oder Einsatzbetrag

4) Wohnort

(07:34:58) Christian S***

Das verstehe ich nicht ganz

(07:35:28) Christian S***

DrS, 27.05.69, 500€, W*** , 6*** I***

(07:41:32) Karl

Danke

(07:41:42) Karl

Leider scheinen Sie mit unserer allgemeinen Regel nicht vertraut zu sein. Lassen Sie mich Ihnen erklären, was Sie tun müssen, um sich Ihr Geld auszahlen zu lassen. Sie sollten Ihre Einzahlung 10 Mal setzen, um eine Auszahlung zu erhalten.

(07:42:11) Christian S***

wie kann ich sehen wieviel ich noch umsetzten muss?

(07:50:56) Karl

Für eine Auszahlung sollten Sie weitere 9 518 Euro setzen.

(07:51:30) Christian S***

10 X 500 sind aber 5000³. Das ist zehnmal die Einzahlung

(07:53:03) Christian S***

sorry, vertippt. 500߀

(07:53:13) Christian S***

5000€

(07:53:29) Karl

Das gilt für alle Einzahlungen, die im Moment insgesamt 2000 Euro betragen.

(07:54:08) Christian S***

ok, dann kann ich mein Geld wohl vergessen. Hätte ich das vorher gewussr.

(07:55:23) Christian S***

wo kann ich sehen, viewiel noch fehlt?

(07:55:41) Karl

Das sollten Sie mit uns im Chat besprechen.

(07:56:32) Karl

Gibt es noch etwas, womit ich helfen kann?

(07:56:42) Christian S***

Nein Danke.

(08:00:53) Karl

Gern

(08:00:56) Karl

Falls Sie weitere Fragen haben, stehen wir Ihnen gerne zur Verfügung! Ich bedanke mich für das Gespräch. Ich wünsche Ihnen einen schönen Tag!

(08:00:58) *** Karl left the chat *** (08:01:05) *** Christian S*** has rated the chat Good *** (09:04:52) *** Christian S*** left the chat ***

NAME Christian S*** EMAIL c***@t-online.de PHONE — LOCATION M***, S***, Germany URL https://palmslots1.com/de/online-casino DEPARTMENT TC SERVED BY Karl RATING Good COMMENT — Are you using Zendesk Chat yet? Sign up free today

MfG,

Christian S***

In the meantime, 2 emails have arrived because I asked the support to refund my money and to close the account. The account was of course not closed.

Lisa (...)

Oct 27, 2022, 17:22 GMT+3

Dear, Mr. S***,

Thank you for reaching us!

Before accepting a bonus we always send our terms and conditions. You should check and accept them.

Many of our customers reach the rollover quickly. I'm sure luck will be on your side too if you try.

If you have any other questions, please contact us via chat again!

Kind regards,

Liz | customer support team

Christian S***

Oct 23, 2022, 12:14 GMT+3

Ladies and Gentlemen

I would have known beforehand what the wagering requirements are at this casino

apply in German)

I would never have registered here.

Please close my account.

Kind regards,

Christian S***

Lisa (...)

Oct 27, 2022, 17:40 GMT+3

Hello S***,

Thank you for reaching us!

Please note that you are not allowed to enter spaces or special characters, such as - , . +, ß, ö, ä etc."

If you have more questions, don't hesitate, please contact us via chat!

Kind regards,

Liz | customer support team

Christian S***

Oct 23, 2022, 17:21 GMT+3

Hi there, until you close my account, please send me back the money i

paid in.

My address is walkmühle1. i could not enter my address correct in your

casino because ist doesn t support the german üöä alphabet.

So I could never be able to perform a payout. "Your address must be exact

the same as on your passport".

Thanks and bye,

Christian S***

Mittlerweile sind 2 Mails eingetroffen, da ich den Support gebeten hatte mir mein Geld zurückzuerstatten und ds Konto zu schliessen. Das Konto wurde natürlich nicht geschlossen.

Liz (...)

Oct 27, 2022, 17:22 GMT+3

Sehr geehrter Herr S***, 

Vielen Dank, dass Sie uns erreicht haben!

Bevor Sie einen Bonus annehmen, schicken wir immer unsere Bedingungen. Sie sollten sie checken und akzeptieren. 

Viele unserer Kunden erreichen den Rollover schnell. Ich bin sicher, dass das Glück auch auf Ihrer Seite sein wird, wenn Sie es versuchen.

Wenn Sie weitere Fragen haben, kontaktieren Sie uns wieder per Chat bitte!

Mit freundlichen Grüßen,

Liz | Customer Support Team

Christian S***

Oct 23, 2022, 12:14 GMT+3

Sehr geehrte Damen und Herren,

hätte ich vorher gewusst welche Umsatzbedingungen in diesem Casino

gelten in deutscher Sprache)

hätte ich mich niemals hier angemeldet.

Bitte schliessen sie meinen Account.

MfG,

Christian S***

Liz (...)

Oct 27, 2022, 17:40 GMT+3

Hello S***, 

Thank you for reaching us!

Please note that you are not allowed to enter spaces or special characters, such as - , . +, ß,ö,ä etc."

If you have more questions, don't hesitate, please contact us via chat! 

Kind regards,

Liz | Customer Support Team

Christian S***

Oct 23, 2022, 17:21 GMT+3

Hi there, until you close my account, please send me back the money i

payed in.

My adress is walkmühle1. i could not enter my adress correct in your

casino because ist doesn t support the german üöä alphabet.

So i could never be able to perform a payout. "Your adress must be exact

the same as on your passport".

Thanks and bye,

Christian S***

Could you please advise how much money is currently in your casino account? Also, do I understand correctly that you played with an active bonus?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

That's it, I wasn't playing with an active bonus.

After the €1500 was rejected, I tried to fulfill the transaction, which of course I didn't succeed in doing.

Therefore the account is empty. What normal person would register in a casino where the wagering requirements without a bonus are increasing more and more?

Das ist es ja, ich habe nicht mit einem aktiven Bonus gespielt.

Nachdem die 1500€ abgelehnt wurden habe ich versucht, den Umsatz zu erfüllen, was mir natürlich nicht gelang.

Daher ist das Konto leer. Welcher normale Mensch würde sich denn in einem Casino anmelden bei dem die Umsatzbedingungen ohne Bonus immer mehr steigen?

I also have screen hard copies of the deposits

Ich habe auch Bildschirmhardcopies von den Einzahlungen

Hello Kristina, I don't want to deny your competence,

I would like to show you an example of how this casino works.

Let's say you make a first deposit of €50, wager 40X with bonus, without 10X, you are unlucky on the first deposit and deposit another €50, without bonus. Now you have to wager 20X because you have deposited 50+50 euros in total, which of course you do not know. Lost again. You deposit another €50. Now you have to wager €150 10 times. (i.e. 30 X 50) The entire deposits are taken and you have to convert them 10 X. That's what the support explained to me in the chat.

Please help me.

Best regards,

Christian S***

Hallo Kristina, ich möchte ihnen ihre Kompetenz nicht absprechen,

ich möchte ihnen mal an einem Beispiel zeigen wie dieses Casino vorgeht.

Nehmen wir an Sie machen eine Ersteinzahlung von 50€, mit Bonus 40X umsetzen, ohne 10 X, bei der ersten Einzahlung haben Sie kein Glück und zahlen nochmal 50€ ein, ohne Bonus. Nun müssen Sie 20 X umsetzen, da sie 50+50 Euro gesamt eingezahlt haben, was sie natürlich nicht wissen. Wieder verloren. Sie zahlen nochmal 50€ ein. Nun müssen sie 150€ 10 X umsezten. (also 30 X 50) Die gesamten Einzahlungen werden genommen und die muss man 10 X umsetzen. Das ist das, was mir der Support im chat erklärt hatte.

Bitte helfen Sie mir.

Herzliche Grüße,

Christian S***

Could you please advise how much money is left in your casino account? Do I understand correctly that you have lost all funds you initially wanted to withdraw?

That is correct

Das ist korrekt

but still, you can't set such high wagering requirements, that's not normal.

Such a casino belongs on the black list. I can also share my experiences in this casino in other forums, I don't think that many from Germany will then register there.

aber trotzdem, man kann doch nicht solch hohe Umsatzbedingungen stellen, das ist doch nicht normal.

So ein Casino gehört auf die schwarze Liste. Ich kann meine Erfahrungen in diesem Casino auch in anderen Foren teilen, ich glaube nicht dass sich dann noch viele aus Deutschland dort anmelden werden.

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

I see that was my mistake but I would not promote this casino anymore.

PS: My account was neither deleted nor unsubscribed from advertising emails.

I've been getting text messages from other casinos lately.

Sehe ich ein, das war mein Fehler, aber ich würde für dieses Casino keine Werbung mehr machen.

PS: Mein Konto wurde weder gelöscht noch wurden Werbemails abbestellt.

Ich bekomme neuerdings laufend sms von anderen Casinos.

I apologize, but there is not much we could do about it. I can only recommend that you use the unsubscribe option in your email folder to avoid promotional emails and stop using your casino account. Unless you requested account closure due to gambling addiction, we do not proceed with complaints regarding this topic.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

After reviewing the issue again, we would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Meanwhile, I still have a few oddities at Palmcasino

noticed that in Novomatic games, reels 1 and 2 jerk when you win.

You can also test this in demo mode.

Furthermore, in the demo mode of Gamomat Ramses Book is like in other Cainsos

the number of win lines and the bet on the bottom left.

When playing for real money the settings are on the right from top to bottom.

I almost don't think that's normal.

Mir sind inzwischen noch ein paar Merkwürdigkeiten bei Palmcasino

aufgefallen, bei Novomatic Spielen ruckt die Walze 1 und 2 bei einem Gewinn.

Das können sie auch im Demo Mode austesten.

Weiterhin ist im Demomode von Gamomat Ramses Book wie in anderen Cainsos

die Gewinnreihenanzahl und der Einsatz unten links.

Spielt man mit Echtgeld sind die Einstellungen rechts von oben bis unten.

Ich glaube fast nicht dass das normal ist.

Hello chspe,

I am sorry to hear about your troubles.

I checked the rules and asked the support. Indeed the rules work in a not-very-friendly way:

Dear XY,

Thank you for reaching out to us!

We apologize for the late response, but during the World Cup we have a lot of winners and we're doing our best to assist everyone!

About your rollover query, I'd like to inform you that you'd have to wager each of your deposits 10 times. With the example you've provided, this means that you'd have to reach a rollover requirement of 2000€, in order to submit your withdrawal request successfully. 

More detailed step by step explained:

If you deposit 100€, you will need to wager 1000€ in order to submit a withdrawal request. 

If you lose the 100€, and you deposit another 100€, your total deposit amount will become 200€, which means that you'd have to wager 2000€ in order to submit a withdrawal request.

Thank you for your understanding!

We hope that this will clarify the situation, and if you'd like to ask, or add anything else - feel free to contact us again!

Best regards,

Scott | Customer support

I would like to invite the casino representative into the case:

Dear casino representative, could you please explain why the rules about wagering the deposit work like this? We consider how the wagering work to be not friendly if I would like to say it nicely.

Thanks, that's exactly what I meant.

Danke, genau das meinte ich.

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.

hello and merry christmas

Unfortunately, it gets even better.

I was lucky enough to deposit €40 today and with the bonus a higher amount

to earn. After I had used up the bonus balance (€3200) I was left with almost €1900

left over. Then a window flashed "bonus balance wagered, you won €400) the rest was gone. I do not recommend anyone to invest even 1 cent in this casino.

And you can't have the account closed either, it's simply ignored.

Hallo und frohe Weihnachten.

Es kommt leider noch toller.

Ich hatte heute das Glück 40€ einzuzahlen und mit dem Bonus einen höheren Betrag

zu erziehlen. Nachdem ich das Bonusguthaben durchhatte (3200€) blieben knap 1900€

übrig. Dann blinkte ein Fenster auf "Bonusguthaben umgesetzt, sie haben 400€ gewonnen) der Rest war weg. Ich kann niemand empfehlen auch nur 1 Cent in dieses Casino zu investieren.

Und schliessen lassen kann man das Konto auch nicht, es wird einfach ignoriert.

I am extending the timer one more time. Just recently, the new person started handling complaints about this casino and because of the holidays, it may take some time till he answers.

So, I've informed myself a little about my legal position in terms of casinos.

I played and won at duxcasino (malta license) about 3 months ago.

However, no winnings were paid out. Honestly, I was refunded all the money I had invested without asking. Today I know that the casino does not have a gaming license valid in Germany and has therefore acted correctly.

The same also applies to the Palm Casino. So the game contract is also invalid there

and the casino would have to refund all of my deposits.

If I had had winnings, the casino could claim them back.

Of course, I can also work with a lawyer, then it will be more expensive for them.

Would you please pass this on to the casino and say hello from me?

So, ich habe mich mal ein wenig informiert über meine Rechtslage in Sachen Casinos.

Ich hatte vor ca 3 Monaten bei duxcasino (malta lizenz) gespielt und gewonnen.

Es kam aber nicht zu einer Gewinnauszahlung. Seriöserweise wurde mir mein gesamtes Geld, dass ich investiert hatte ohne Nachfrage zurückerstattet. Heute weiss ich, dass das Casino keine in Deutschland gültige Spiellizenz hat und daher korrekt gehandelt hat.

Das gleiche gilt auch für das Palmcasino. Also ist auch dort der Spielvertrag ungültig

und das Casino müsste mir meine gesamten Einzahlungen zurückerstatten.

Hätte ich Gewinne gehabt dürften das Casino diese zuurückfordern.

Ich kann natürlich auch mit einem Anwalt tätig werden, dann wird es teurer für die.

Würden Sie das bitte dem Casino mit einem schönen Gruß von mir ausrichten?

Unfortunately, it takes a bit longer for the casino to respond during the holidays. So please be patient. I am sure that the casino will write you back after the holidays.

Dear Matej, 

The explanation provided by our colleagues from the Customer Support is accurate. We acted based on rules in the Casino’s T&C. 

This remains our final position on this case.  

Kind Regards,

PalmSlots Casino Team

Dear PalmSlots Casino Team,

Could you please at least explain why this rule works this way?

You are the only casino in the world where this wagering is cumulative.

This is the second case where the player is complaining about it.

I believe that even from the terms, it is not clear that it should be applied this way, not to mention that asking players to wager even lost deposits, we consider to be unfair and not logical.

You're good, I'm curious about their answer.

LG,

Christian

Sie sind gut, ich bin mal auf deren Antwort gespannt.

LG,

Christian

By the way, the casino belongs to the Shark77 Ltd group, if that helps.

(was always on the deposits)

Das Casino gehört übrigens zur Shark77 Ltd Gruppe falls das etwas hilft.

(stand immer auf den Einzahlungen)

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.

Unfortunately, the casino didn't explain why they are forcing players to follow such a predatory term.

In this situation, we don't have any choice, and we must close the complaint as unresolved.

We also created a warning which warns players about the uncommonly high wagering requirements.

I would strongly recommend that chspe contact the licensing authority. In this case, I believe that it could help. With Curacao, it is like 50:50, but it is definitely worth trying.

If you don't know how to do it, please get in touch with me via email: matej@casino.guru and I will help you with that.

We’ve reopened this complaint at the request of PalmSlots Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thanks for the info

Danke für die Info

Hello chspe,

The casino representative informed me that the casino had changed its terms and conditions. Based on the new terms, you can withdraw the money without wagering, and the problem is fixed.

And what's the benefit for me? Do you think I would play at this casino again?

Und was habe ich davon? Glauben sie ich würde noch einmal in diesem Casino spielen?

Hello chspe,

Could you please explain what happened with your balance?

It's all in the complaint. Sorry, I just don't feel like I'm being taken seriously

Das steht alles in der Beschwerde. Sorry, ich fühle mich gerade nicht ernst genommen

Hello chspe,

Sorry, the complaint was closed for some time, so I just ask to be sure.

In this situation, the casino should compensate you for the lost money.

Hello chspe,

The casino representative informed me that you need to submit your withdrawal again, and it will be paid out.

Could you please do it?

Hello, yes I do.

Hallo, ja das mache ich.

Thank you, chspe.

So please let us know when you receive the money and one more time sorry for the trouble you had.

I'll do it, I haven't received an answer or any money yet.

I wrote to Palmslots in German.

LG,

Chris

Mach ich, ich habe bis jetzt noch keine Antwort und kein Geld erhalten.

Ich habe Palmslots in deutsch angeschrieben.

LG,

Chris

I have been told that the balance you had when you started complaining, minus the money that you withdrew from that balance, was returned to your account and is ready for withdrawal. But let's wait to see how the casino responds to you.

Tried logging into Palmslots, account was closed.

Or did I misunderstand something and they transfer the money back directly to my bank account?

Hab versucht mich bei Palmslots anzumelden, Konto wurde geschlossen.

Oder habe ich was falsch verstanden und die überweisen die das Geld direkt auf mein Bankkonto zurück?

I am not sure.

Let's ask the casino representative:

Dear casino representative, could you please explain what happened and how will be chspe compensated?

This is once again typical Palmcasino. a reputable casino such as Dux would have refunded all deposits.

Das ist mal wieder typisch Palmcasino. ein seriöses Casino wie z.b. Dux hätte die gesamten Einzahlungen zurückerstattet.

Hello chspe.

I spoke with a casino representative. The department involved in the case has some difficulties regarding this case and needs to solve everything before proceeding to payment. Please wait until they solve the issue. I am very sorry for the inconvenience.

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.

Hello chspe.

Today the casino representative informed me that the casino would refund you the 2000 EUR. Please check the messages the casino support team already wrote to you.

They wrote to me yesterday and wanted my documents.

I sent these to you. We will see.

Sie haben mich gestern angeschrieben und wollten meine Unterlagen haben.

Diese hab ich ihnen gesendet. Sehen wir mal.

Unfortunately, nothing has happened since the documents were submitted.

There is nothing on my account yet. 🙁

Bis heute hat sich seit dem einreichen der Unterlagen leider nichts getan.

Es ist noch nichts auf meinem Konto. 🙁

It was refunded today. What can I say? Many thanks for your help.

Without you I probably would have gotten nothing.

LG,

Chris

Es wurde heute zurückerstattet. Was soll ich sagen? Vielen Dank für eure Hilfe.

Ohne euch wäre ich wohl leer ausgegangen.

LG,

Chris

Dear chspe,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

Casino.Guru