PalmSlots Casino - Заявката за закриване на акаунта на играча е отложена.

Good evening,

I deposited 1525 Euros today.

I have been trying for some time to close my account because of my gambling problems. I cannot register at any other casino because I have self-excluded with Oasis. However, registration at Palmslot went smoothly. For months, I have been requesting the closure of my account because I have been depositing too much money there for about 2 years. I have chat logs from January 16th and 18th, where I informed the casino about my issues with gambling and asked again for my account to be closed because I keep depositing money. And today, on January 30th, 2025, I paid 1525 Euros, which I would like to be refunded. I am currently not concerned about the other money because I have repeatedly reported my gambling addiction in the chat, and the correspondence from January 18th, 2025, is all I can provide as evidence at the moment.

I kindly ask CasinoGuru to intervene and request the refund on my behalf. If Palmslots refuses to issue the refund, they should be downgraded for not adhering to ethical standards.

Sincerely,

Karo

Guten Abend,

Ich habe heute 1525 Euro eingezahlt.

Ich versuche schon seit längerem das Konto zu Schlissen aufgrund meines Glücksspiels Probleme. Ich kann mich nicht mehr in einem Casino registrieren da ich mich zur selbst sperre bei der oasis gemeldet habe. Doch bei palmslot ging das regestrieren problemlos. Seit Monaten frage ich nach der Sperrung des Konto weil ich seit ca 2 Jahren viel zu viel Geld dort Einzahle. Ich hab chat Verläufe vom 16. Und 18 Januar wo ich dem Casino berichte welche Probleme ich mit dem spielen habe und fragte erneut das mein Konto gesperrt wird da ich leider immer wieder Einzahle. Und heute am 30.01. 2025 hab ich 1525 Euro bezahlt die ich gerne zurückerstattet bekommen möchte. Das andere Geld ist mir grade erstmal egal da ich leider im Chat immer von der spielsücht berichtet und ich habe und das schreiben ab dem 18.01.2025 alles andere kann ich nicht beweisen.

Ich bitte CasinoGuru höflich, einzugreifen und die Rückerstattung in meinem Namen zu beantragen. Wenn Palmslots sich weigert, die Rückerstattung zu zahlen, sollten sie herabgestuft werden, da sie die ethischen Standards nicht einhalten.

Aufrichtig,

Karo

Dear Karo05, 

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 a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's responses? Have you requested self-exclusion via email or via live chat only? If you requested that your account be closed via chat, please share the full conversation. My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

Good day,

I sent them pictures via email.

Mfg

Guten Tag,

Ich habe ihnen Bilder per Email zukommen lassen.

Mfg

Thank you for the email with the screenshots. Could you please send me more screenshots or perhaps a video that would show when exactly you mentioned for the first time that you are addicted?

Dear Karo05,

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.

Good day,

The casino refunded my money. I have already received the money.

Many thanks for the help

Guten Tag,

Das Casino hat mir mein Geld zurück erstattet. Das Geld habe ich schon erhalten.

Viele Dank für die Hilfe

Dear Karo05,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika Fritz 

Casino.Guru