Palm.Casino - Das Konto des Spielers wurde geschlossen, seine Auszahlungsanträge bleiben jedoch unbearbeitet.

Hello.

On July 31, I emailed the casino to permanently close my account due to gambling addiction.

On August 1st, my account was blocked. At that time, I had several pending withdrawals totaling 1,900 euros and a balance of 100 euros.

contact the chat to see how I can request the withdrawal of those 100 euros.

They tell me that the only way to do it is to reopen the account (something incomprehensible since they know I am a gambling addict).

When I reopen it, I can't control the urge to gamble and lose all pending withdrawals.

I think that knowing that I have problems with the game, the solution should have been different and my account should not have been reactivated under any circumstances.

I think this is a very irresponsible attitude on the part of the casino.

I appreciate the help

Hola.

El 31 de julio envié un correo al casino para cerrar mi cuenta de manera permanente por adicción al juego.

El día 1 de agosto bloquean mi cuenta. En ese momento tenía varios retiros pendientes por valor de 1900 euros y un saldo en la cuenta de 100 euros.

contacto con el chat para ver cómo puedo solicitar la retirada de esos 100 euros.

me dicen que el único modo de hacerlo es reabriendo la cuenta ( algo incomprensible ya que conocen mi condición de ludópata)

Al reabrirla, no puedo controlar el impulso de jugar y pierdo todos los retiros pendientes.

Creo que al saber que tengo problemas con el juego, la solución debería haber sido otra y mi cuenta no se debería haber reactivado bajo nongún concepto.

Me parece una actitud muy irresponsable por parte del casino.

Agradezco la ayuda

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the account closure request you sent to the casino, along with the casino’s responses? My email address is veronika.f@casino.guru. Please also include any conversations you had with the casino regarding the withdrawal of your remaining balance.
• Could you kindly specify how many pending withdrawal requests are currently in your account? Please provide the number of requests along with the dates you submitted them.
• Lastly, could you let me know the exact link to the casino your complaint is about?

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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika.

I just sent you the closure request where I report my gambling addiction dated July 31st and also the confirmation from the casino that my account has been blocked dated August 1st.

On August 1st, with the account blocked, there are these pending withdrawals and an account balance of 100 euros.

The problem arose when I tried to withdraw the 100 euros. I was told the only way to do so was to reactivate the account and request a withdrawal.

2 or 3 days later they reactivated my account and that's when I went all in.

It's as if I had deposited that money, since if the casino hadn't reactivated the account, the withdrawals would have been processed and that money would be mine.

It seems to me a very, very poor way of managing responsible gaming.

This is the link to the casino:

https://palmcasino3.io/

Hola Veronika.

Acabo de enviarte la solicitud de cierre donde informo de mi adicción al juego con fecha 31 de julio y también la confirmación por parte del casino de que mi cuenta ha sido bloqueada con fecha 1 de agosto

El 1 de agosto, con la cuenta bloqueada hay estos retiros pendientes y un saldo en cuenta de 100 euros

El problema vino cuando quise retirar los 100 euros. Me dijeron que la única forma de retirarlos era reactivar la cuenta y solicitar el retiro.

2 o 3 días después reactivaron mi cuenta y es cuando aposté todo.

Es como si hubiese depositado ese dinero, puesto que si el casino no hubiese reactivado la cuenta, los retiros se hubieses procesado y ese dinero sería mío.

Me parece una forma de gestionar el juego responsable muy muy deficiente

Este es el enlace al casino:

https://palmcasino3.io/

I don't know if I explained myself well. Once the casino knows that a player is addicted to gambling and the account has been blocked, it should NEVER be reactivated. And if that happens, the casino should be responsible for any losses (whether those losses are canceled deposits or withdrawals).

thank you so much

No sé si me he explicado bien. Una vez que el casino es conocedor de que el jugador es adicto al juego y la cuenta ha sido bloqueada; no se debería reactivar NUNCA. Y si eso sucede, el casino debería ser el responsable de las pérdidas ocasionadas ( sean esas pérdidas depósitos o retiros cancelados)

muchas gracias

Thank you for your emails. Could you also please forward me the communication in which the casino instructed you to request the reopening of your account, as this appears to be the only way to withdraw the balance from it?

Hello.

It was through the live chat that they told me I had to reactivate the account to withdraw the outstanding balance.

As proof of what I'm saying, in the reopening request message, I explain that the information is provided via live chat.

I just sent you the communication with the casino.

thank you

Hola.

Fue desde el chat en vivo donde me dicen que debo reactivar la cuenta para retirar el saldo pendiente.

Como prueba de lo que digo, en el mensaje de solicitud de reapertura, explico que la información viene dada desde el chat en vivo.

Te acabo de enviar la comunicación con el casino.

gracias

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Palm.Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello tirion365,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Palm.Casino representative to enter the discussion. Of course, in case we do not receive a response in the thread, I will attempt to contact the casino by other means as well.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the player's account reopened? It is true, that in case Self-Exclusion was in place, the player should not be able to gamble. In case you have any additional evidence regarding this case, please send it to martin.l@casino.guru Thank you in advance for providing us with your view of the issue.

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 tirion365, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.