PalmSlots Casino - El jugador solicita un reembolso del depósito.

Hello, I opened the casino on 10/25. asked to permanently close my account. The point was that a deposit that was debited from my bank account was not credited to my gaming account. On 10/27 I got the answer to wait. After that I again and clearly asked the casino to permanently close my account. This was ignored, the email was not answered and the account was not closed as requested. Driven by my gambling addiction, I gambled again. I believe this could have been prevented if my account had been closed as requested on 10/27. would have been closed. That's why I'm reclaiming all deposits. It took a total of 5 emails to close my account now.

I ask for intervention.

Best Regards

Nicole

Hallo, ich habe das Casino am 25.10. gebeten, mein Konto dauerhaft zu schließen. Dabei ging es darum, dass eine Einzahlung, die meinem Bankkonto belastet, meinem Spielkonto aber nicht gutgeschrieben. Am 27.10. bekam ich die Antwort, ich solle warten. Darauf hin forderte ich das Casino erneut und eindeutig auf, mein Konto dauerhaft zu schließen. Dies wurde ignoriert, die E-Mail nicht beantwortet und das Konto nicht, wie gefordert, geschlossen. Getrieben von meiner Glücksspielsucht spielte ich erneut. Ich bin der Überzeugung, dass dies hätte verhindert werden können, wäre mein Konto, wie verlangt am 27.10. geschlossen worden wäre. Deshalb fordere ich sämtliche Einzahlungen zurück. Es bedurfte insgesamt 5 E-Mails, um mein Konto nun zu schließen.

Ich bitte um Intervention.

Mit besten Grüßen

Nicole

Dear nicoledriesen,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? My email address is kristina.s@casino.guru, alternatively, you can post it here.

Thank you very much in advance.

Best regards,

Kristina

Hello Kristina,

Thank you very much for your email. I understand your reasoning, but I believe the message below is absolutely clear - even if it doesn't include the fact that I have a gambling addiction. The terms and conditions say that if you want to close the account, you should contact the email address I used, stating the "conditions" - that's exactly what I did. I clearly stated that I instruct the casino to close the account immediately and permanently. Had this instruction been followed, I would not have been able to make any further deposits, which was the intent of the email. That's a fact - closure as requested = no further deposits. As an addict, there are few moments when you realize how damaging your behavior is and then when you do the right thing and want to have your account closed, it's ignored. I don't think that's right and that's why I want my deposits back.

Thanks a lot and best greetings

Nicole

Sent: Thursday 27 October 2022 at 09:20

From: "Nicole D***"

To: support@palmslots.com

Subject: Re: Your deposit query (Ticket ID - 1202648)

Hello Marcello,

Thank you for your message. I have no further interest in being a customer of your casino. So I would like to instruct you to refund me the €50 and close my account permanently.

Best Regards

Nicole D***

Sent: Thursday 27 October 2022 at 08:53

From: "PalmSlots"

To: "Nicole D***"

Subject: Re: Your deposit query (Ticket ID - 1202648)

##- Please type your reply above this line -##

Marcello B (...)

Oct 27, 2022, 09:53 GMT+3

Dear Mr. Nicole

Please understand that processing your Volt deposit may take some time. All we ask is that you wait for the deposit to appear in your account.

Please let us know if you have any further questions or problems.

Kind regards,

Marcello B | Customer Support Team

[8DE5P8-V0L94]

Hallo Kristina,

vielen Dank für Ihre E-Mail. Ich verstehe Ihre Argumentation, bin jedoch der Meinung, dass untenstehende Nachricht absolut eindeutig ist - auch wenn Sie nicht die Tatsache enthält, dass ich an einer Glücksspielsucht leide. In den AGBs steht, dass man sich für eine Schließung des Accounts mit Angabe der "Bedingungen" an die von mir verwendete E-Mail-Adresse wenden soll - genau das habe ich getan. Ich habe unmissverständlich angegeben, dass ich das Casino anweise, das Konto sofort und dauerhaft zu schließen. Wäre dieser Anweisung Folge geleistet worden, hätte ich keine weiteren Einzahlungen vornehmen können, was die Intention der E-Mail war. Das ist nun mal Fakt - Schließung wie verlangt = keine weiteren Einzahlungen. Als Süchtiger hat man nur wenige, dieser Momente in denem einem klar ist, wie schädigend das eigene Verhalten ist und wenn man dann das Richtige tut und sein Konto schließen lassen möchte, wird es ignoriert. Das finde ich nicht richtig und deshalb möchte ich meine Einzahlungen zurück.

Vielen Dank & beste Grüße

Nicole

Gesendet: Donnerstag, 27. Oktober 2022 um 09:20 Uhr

Von: "Nicole D***" <n***@web.de>

An: support@palmslots.com

Betreff: Aw: Re: Your deposit query (Ticket ID - 1202648)

Hallo Marcello,

danke für Ihre Nachricht. Ich habe kein weiteres Interesse Kunde in ihrem Casino zu sein. Deshalb möchte ich Sie anweisen, mir die 50 € zurück zu erstatten und mein Konto dauerhaft zu schließen.

Mit besten Grüßen

Nicole D***

Gesendet: Donnerstag, 27. Oktober 2022 um 08:53 Uhr

Von: "PalmSlots" <support@palmslots.com>

An: "Nicole D***" <n***@web.de>

Betreff: Re: Your deposit query (Ticket ID - 1202648)

##- Please type your reply above this line -##

Marcello B. (...)

Oct 27, 2022, 09:53 GMT+3

Sehr geehrter Herr Nicole

Bitte haben Sie Verständnis dafür, dass die Bearbeitung Ihrer Volt-Einzahlung einige Zeit in Anspruch nehmen kann. Wir bitten Sie daher lediglich darum, zu warten, bis die Einzahlung auf Ihrem Konto erscheint.

Bitte lassen Sie uns wissen, wenn Sie weitere Fragen oder Probleme haben.

Mit freundlichen Grüßen,

Marcello B. | Kundensupport-Team

[8DE5P8-V0L94]

Thank you for your reply, nicoledriesen. Do I understand correctly that you still have access to your account? Furthermore, do I understand correctly that you have not informed the casino about your gambling problem?

Also, could you please clarify if the issue with the lost deposit has been resolved in the meantime?

My account was closed on 11/13. closed after three more emails. I had received the deposit in the meantime. I did n't tell Palmslots about my gambling addiction in the first email, but made it clear that I no longer wanted to be a customer and that my account should be permanently closed.

Mein Konto wurde am 13.11. nach weiteren drei E-Mails geschlossen. Die Anzahlung hatte ich inzwischen erhalten. Ich habe Palmslots in der ersten E-Mail nicht über meine Spielsucht informiert, aber klar zum Ausdruck gebracht, dass ich kein Kunde mehr sein will und mein Konto dauerhaft geschlossen werden soll.

nicoledriesen, I am afraid that if you did not inform the casino about your gambling problem in the self-exclusion request, you are not entitled to any refunds. We could help only if you clearly expressed your problems and the casino refused to close your account.

I can only recommend that when applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. With such a request you also have a better chance to refund any deposits made after this request.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you very much for your understanding.

You can close the request

Sie können die Anfrage schließen

We’ve rejected this complaint as per nicoledriesen’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.