PalmSlots Casino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

Hello, unfortunately, the casino refuses to close my account despite my mention of gambling addiction.

In July, I made my first request, and after a lengthy process, my account was only suspended for 30 days. (See attachment)

My account is verified.

After the 30 days, I regained access and lost a total of 1,144 euros from 21.11 to 30.11.2024.

Following my renewed request on 08.12.2024, my account still hasn't been closed.

I am requesting a refund of 1,144 euros and a permanent account closure.

Hallo, leider will das Casino mein Konto nicht sperren trotz erwähnter Spielsucht.

Im Juli startete ich die erste Anfrage und mein Konto wurde nach langer Bearbeitung für nur 30 Tage gesperrt. (sh. Anhang)

Mein Konto ist verifiziert.

Nach den 30 Tagen hatte ich wieder zugriff und habe vom 21.11 bis 30.11.24 insgesamt 1.144 Euro verspielt.

Nach meiner erneuten Anfrage vom 08.12.2024 wurde mein Konto immernoch nicht geschlossen.

Ich bitte um die Rückerstattung von 1.144 Euro und um die Permanente Kontoschließung.

Dear luckysun,

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: 

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. Please forward both the older and recent requests.

Did you send the recent requests to the email address the casino advised?

Thank you very much in advance. 

Best regards, 

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I just sent the screenshots.

I mentioned my gambling addiction in my first inquiries. After a long processing time, my account was closed for only 30 days.

Die Screenshots habe ich soeben verschickt.

Die Spielsucht habe ich in den ersten Anfragen erwähnt. Nach langer Bearbeitund wurde mein Konto für nur 30 Tage geschlossen.

Dear luckysun, kindly forward all the account closure requests that you sent to the casino and your communication with the casino to my email at dominika.l@casino.guru.

Has the casino closed your account?

I already did that on December 21, 2024.

And I wrote it here too. I forwarded the email again.

I tried to register at Palmslots and I can't get in anymore. It's probably blocked but I don't know when exactly and I haven't received any confirmation.

However, I request a refund because my account should have been closed from the beginning because of my aforementioned gambling addiction.

Das habe ich doch schon gemacht am 21.12.2024.

Und ich habe es hier auch geschrieben. Ich habe die Mail nochmal weitergeleitet.

Ich habe versucht mich bei Palmslots versucht anzumelden und ich komme nicht mehr rein. Ist wohl gesperrt aber wann genau weiß ich nicht ich habe keine Bestätigung erhalten.

Ich bitte aber um Rückerstattung, da mein Konto von anfang an hätte geschlossen werden müssen wegen meiner erwähnter Spielsucht.

Dear luckysun, I understand that you’ve provided screenshots of your previous communications, but I would like to clarify my request.

Instead of screenshots, could you please forward all the self-exclusion requests that you submitted to the casino?

Look for the "Forward" option, often represented by an arrow pointing to the right.

Dear luckysun,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.