Palm.Casino - La cuenta del jugador se cerró en el primer intento de retiro.

I did deposit a lot in my account (9k) and did won more money. When I tried to do my first withdrawal account got closed and now they don’t respond anymore

Trustpilot is showing many other same stories as mine

Dear pf7zy9rfty,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Palm.Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Have you received any follow-up email as to why your withdrawal was rejected?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

I haven’t got any follow up regarding the cancellation, haven’t used any bonus and did pass KYC.

Thank you very much, pf7zy9rfty, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello pf7zy9rfty,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Palm.Casino to join the conversation.

Dear Palm.Casino,

Can you please provide more information on why was the player's account closed? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

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.

Dear pf7zy9rfty,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. The casino was operating without a license before and now it looks like they should hold a Curaçao Interactive Licensing (CIL) license, we were not able to confirm its validity yet, but if you want to take your complaint further you can contact the Curaçao Interactive Licensing (CIL) authority(info@curacaolicensing.com or helpdesk@curacaolicensing.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru