PalmSlots Casino - Ο λογαριασμός του παίκτη παραμένει ανοιχτός παρά το αίτημα κλεισίματος.

Hello,

I have been playing on Palmslots for a few years now. I previously closed my account once and recently reopened it. Since I had an Account Manager before, I was given the same conditions again. As a result, for any issues or requests, I communicated directly with my Account Manager rather than contacting Support or using email.

After a significant win, I withdrew some money but then lost almost all of my remaining profits. On that same day, I contacted my Account Manager multiple times and clearly stated that I have a gambling problem and that I wanted my account to be closed again. The only responses I received were attempts to convince me to stay, offering bonuses and repeatedly stating that I had better conditions than other players on the website.

I repeatedly emphasized that I have a gambling issue and that I wanted to proceed with closing my account. Despite this, no action was taken.

A few days later, today, I deposited almost €880 again. This could have been prevented if my account had been closed at the time I requested it, after clearly stating my gambling problem multiple times.

I am aware that the Terms and Conditions state that account closure requests must be sent via email to a specific address. However, as a VIP player, all matters have always been handled directly through my Account Manager. The first time I closed my account, it was completed within two days, and I was not required to contact Support or send any emails. My Account Manager handled everything on my behalf, so I do not see why the process should be different this time.

I will provide screenshots showing that I repeatedly informed my Account Manager about my gambling issue and my request to close my account.

With this message, I am requesting a refund of my latest deposits made today and the immediate closure of my account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Cisko, thank you for submitting your complaint. I am truly sorry to hear about your negative experience at PalmSlots Casino.

Could you please clarify the exact date you requested the self exclusion? Additionally, could you please attach receipts of your deposits?

In the meantime, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings PalmSlots Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

You can also check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Attila

Dear Cisko,

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.

Hello,

The exact date is – as can be seen in the WhatsApp screenshot – January 16, 2026.

I've attached screenshots of the deposits. Since the process took a bit longer than expected, I've unfortunately deposited significantly more money in the meantime.

In the meantime, I was able to make a larger profit. However, I have encountered another problem that I would like to inform you about:

Immediately after my larger win, I contacted live support and requested a cooling-off period for my account to prevent me from gambling away my winnings. However, the live chat did not implement this request, or rather, I have the impression that my request was ignored. I have attached corresponding screenshots.

As a result, I unfortunately lost the winnings. I do not want these winnings refunded, but only my initial deposits.

Hallo,

das genaue Datum ist – wie auf dem WhatsApp-Screenshot zu sehen – der 16.01.2026.

Die Screenshots der Einzahlungen füge ich nun bei. Da sich der Vorgang etwas in die Länge gezogen hat, habe ich leider in der Zwischenzeit deutlich mehr Geld eingezahlt.

Zwischenzeitlich konnte ich einen größeren Gewinn erzielen. Dabei bin ich jedoch auf ein weiteres Problem gestoßen, das ich Ihnen mitteilen möchte:

Unmittelbar nachdem ich den größeren Gewinn erzielt hatte, habe ich den Live-Support kontaktiert und um die Einrichtung eines „Cooling-off-Periods" für mein Konto gebeten, damit ich meine Gewinne nicht wieder verspiele. Der Live-Chat hat dies jedoch nicht umgesetzt bzw. ich habe den Eindruck, dass mein Anliegen ignoriert wurde. Entsprechende Screenshots füge ich ebenfalls bei.

In der Folge habe ich den gewonnenen Betrag leider verloren. Diesen Betrag möchte ich nicht zurückerstattet bekommen, sondern ausschließlich meine Einzahlungen.

Dear Cisko,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

H Hello, attached are the screenshots I forgot to send earlier. They show that the VIP manager continued to try to persuade me to keep playing and made me further offers, even though he was aware of my gambling addiction, instead of closing my account.

H allo, anbei sende ich Ihnen noch die Screenshots, die ich zuvor vergessen habe zu senden. Daraus geht hervor, dass mich der VIP-Manager weiterhin dazu bewegen wollte, weiterzuspielen und mir weitere Angebote gemacht hat, obwohl ihm meine Spielsucht bekannt war, anstatt mein Konto zu schließen.

Hello Cisko, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. For now, I have all the information I needed from yourself, if I need further details, I will reach out directly.

I’d like to invite a representative of PalmSlots Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for your patience.

Following a thorough review of the matter, we can confirm that the player’s account was excluded three days after our team received the formal self-exclusion request.

Should you require any further information, please let us know.

Kind regards,

PalmSlots Casino

Dear Matej,

Dear Palm Slots Casino,

Exactly, my account was closed after that. However, my main concern here is how my gambling addiction is being handled, and I would like to clarify a few points.

When I first closed my account with you, the VIP manager was able to do it himself. Now, suddenly, you're saying that's no longer possible. Unfortunately, I no longer have written proof, as I deleted the WhatsApp chat. However, the casino should still have this history saved and be able to verify that closing the account back then was straightforward and possible without a formal request or email correspondence.

The second point I would like to clarify is:

As you can see in the WhatsApp screenshots, I repeatedly and explicitly stated that I have a gambling problem and wish to close my account for this reason. Despite these clear statements, the casino and/or the VIP manager ignored this and instead offered me further bonuses, effectively encouraging me to continue playing.

Only after five days of continued deposits, and after I announced my intention to complain, was I informed that I needed to contact the live chat.

Why only after five days, even though I repeatedly pointed out my gambling addiction problem and repeatedly requested the closure of my account within that period? The fact that no protective measures were taken during these five days, despite my known problem, is incomprehensible and extremely concerning to me.

The third point, which I would like to emphasize in particular – and for which I expressly ask your support, dear Matej:

Why was the support team unable or unwilling to set up a "cooling-off period" on my account to prevent me from gambling away my winnings again?

To my knowledge, all casinos licensed in Curaçao are required to offer a cooling-off period. In my opinion, many things went wrong here. It seems to me that this casino was primarily focused on generating more money, rather than acting responsibly and with a customer-oriented approach.

Lieber Matej,

liebes Palm Slots Casino,

genau, danach wurde mein Konto geschlossen. Allerdings geht es mir hier vor allem um den Umgang mit meiner Spielsucht, und dazu möchte ich einige Punkte klarstellen.

Bei der erstmaligen Schließung meines Kontos bei Ihnen konnte der VIP-Manager dies selbst durchführen. Jetzt heißt es auf einmal, dass dies nicht mehr möglich sei. Einen schriftlichen Nachweis habe ich leider nicht mehr, da ich den WhatsApp-Chat gelöscht habe. Das Casino sollte diesen Verlauf jedoch weiterhin gespeichert haben und selbst nachvollziehen können, dass die Kontoschließung damals ohne formellen Antrag oder E-Mail-Verkehr problemlos möglich war.

Der zweite Punkt, den ich klarstellen möchte:

Wie in den WhatsApp-Screenshots zu sehen ist, habe ich mehrfach ausdrücklich darauf hingewiesen, dass ich ein Spielsuchtproblem habe und mein Konto aus diesem Grund schließen möchte. Trotz dieser klaren Aussagen wurde dies vom Casino bzw. vom VIP-Manager ignoriert, und mir wurden stattdessen weitere Bonusangebote gemacht, wodurch ich faktisch zum Weiterspielen ermutigt wurde.

Erst nach fünf Tagen, in denen ich weiter eingezahlt habe, und nachdem ich angekündigt habe, mich zu beschweren, wurde mir mitgeteilt, dass ich den Live-Chat kontaktieren müsse.

Warum erst nach fünf Tagen, obwohl ich innerhalb dieses Zeitraums mehrfach auf mein Spielsuchtproblem hingewiesen und wiederholt die Schließung meines Kontos beantragt habe? Dass in diesen fünf Tagen keinerlei Schutzmaßnahmen ergriffen wurden, obwohl mein Problem bekannt war, ist für mich nicht nachvollziehbar und äußerst bedenklich.

Der dritte Punkt, den ich besonders betonen möchte – und bei dem ich dich, lieber Matej, ausdrücklich um Unterstützung bitte:

Warum konnte bzw. wollte der Support keine „Cooling-Off-Periode" auf meinem Account einrichten, um zu verhindern, dass ich meine Gewinne erneut verspiele?

Nach meinem Kenntnisstand sind alle Casinos mit Curaçao-Lizenz verpflichtet, eine Cooling-Off-Periode anzubieten. Aus meiner Sicht ist hier vieles falsch gelaufen. Meiner Meinung nach ist das Casino in diesem Fall primär darauf ausgerichtet gewesen, immer weiteres Geld zu generieren, anstatt verantwortungsbewusst und kundenorientiert zu handeln.

Thank you for the response, PalmSlots Casino, much appreciated. I am happy to see the account being closed.

Now we can move to the most problematic part of this complaint. According to the player's screenshots, he has informed his VIP manager about gambling addiction on 16th January 2026. It has been reiterated three times, yet it seems like the manager ignored the issue and continued promoting bonuses, cashbacks and other features, reminding the player he had some good winnings recently. Not once is the issue acknowledged, and proper self-exclusion process explained.

This is a massive failure in player protection, and I agree with the player that the manager should have escalated this matter. First, I would like to ask if you could e-mail me ([email protected]) the player's cashier history showing deposits and withdrawals since 16/01/2026 until the account closure on 05/02/2026. Then, I would like to ask if there is any reason for the manager not addressing the gambling issue mentioned by a VIP player. No internal information or screenshots you send me will be shared publicly or forwarded. Thank you.

Dear Matej,

Thank you for your patience.

Please be advised that requests of this nature are treated with the utmost seriousness and must therefore be reviewed and processed by a dedicated team to ensure they are handled in line with our procedures.

This team can only be contacted via our official communication channels, as we must ensure that customers submit their personal information through a secure and protected online environment. 

The player was also advised by a CG representative regarding the information that needed to be provided as well as the official email address. Once the official self-exclusion email was received and the player’s request and details were processed, the account was excluded within three days.

Kind regards,

PalmSlots Casino

Dear Palm Slots Casino Team,

I have the feeling that you are either not taking this matter seriously or have not read the points mentioned properly, or are deliberately ignoring them. I cannot explain how, when my account was first closed, my account manager was able to close it independently without me having to send any email or written confirmation.

Furthermore, this is primarily about how my repeated warnings about my gambling addiction were ignored. After three explicit repetitions, I was neither referred to the live chat nor given an email address through which I could officially close my account. Instead, they continued trying to persuade me to gamble.

I find it extremely concerning that a casino in such a situation does not take responsibility and does not admit that omissions and mistakes were made.

Liebes Palm Slots Casino Team,

ich habe das Gefühl, dass Sie die Angelegenheit entweder nicht ernst nehmen oder die genannten Punkte nicht richtig gelesen haben bzw. bewusst ignorieren. Ich kann mir nicht erklären, wie bei der ersten Schließung meines Kontos mein Account Manager das Konto eigenständig schließen konnte, ohne dass ich hierzu irgendeine E-Mail oder schriftliche Bestätigung senden musste.

Außerdem geht es hier vor allem darum, wie meine wiederholten Hinweise auf Spielsucht ignoriert wurden. Nach drei ausdrücklichen Wiederholungen wurde ich weder an den Live-Chat verwiesen noch wurde mir eine E-Mail-Adresse genannt, über die ich mein Konto offiziell schließen konnte. Stattdessen wurde weiterhin versucht, mich zum Spielen zu überreden.

Ich finde es äußerst bedenklich, dass ein Casino in einer solchen Situation keine Verantwortung übernimmt und nicht eingesteht, dass hier Versäumnisse und Fehler begangen wurden.

Dear PalmSlots Casino, thank you for the explanation.

While in your statement you claim taking gambling addiction very seriously, seems like the VIP manager failed completely to address it. The player has mentioned openly his issues with gambling, and not once was it acknowledged by his manager.

Moreover, this concerns a VIP player, whose mental health is VIP manager's concern as well, and as such should have suggested responsible gambling options available in the casino, and provide detailed guide about how to request a cool off or self-exclusion.

By ignoring player's concerns openly stating gambling addiction, and instead encouraging him to play more, Casino Guru believes this was a huge failure in player protection. I would strongly advise re-training the support staff and VIP managers in the area of responsible gambling, and would like to ask if you could share with me player's cashier history via e-mail ([email protected]). This will help me establish a proper timeline and see if the player is eligible for a refund.

I would also like to ask you for confirmation that this account is blocked forever, without the option for reopening, all the marketing communication has ceased and that the player will not be able to re-register using his own credentials. Thank you for your understanding and cooperation.

Dear Matej,

Thank you for your patience.

We can confirm that the player’s account is excluded and completely inaccessible.

We understand the player’s concerns, however, as mentioned in our Terms and Conditions, any gambling addiction related requests, regarding the closure of a specific account must be directed to the official email address for evaluation and action.

Please note that the player submitted their official request on CG on 21/01/2026, and a CG representative provided them with the correct contact details for Customer Care. Despite this assistance, the player only submitted their request on 02/02/2026. Once our team received the self-exclusion request, it was treated with the utmost priority, and the account was closed within 72 hours.

Let us know if any further assistance is required.

Kind Regards,

PalmSlots Casino

Dear Palm Slots Team,

You mention again that, according to the terms and conditions, an account closure request must be sent to a specific address. Therefore, I repeat my question: Why wasn't this mentioned when my account was first closed, and why was the VIP manager able to close my account back then without this formal request?

Since you also repeated some points, I would like to ask my questions again. Why did the VIP manager not respond to three of my messages to explain the process to me or at least temporarily exclude me from playing, even though he knew perfectly well that I suffer from gambling addiction?

Unfortunately, this creates the impression that there was a deliberate desire to ensure that further deposits were made.

Regarding your statement that I only submitted the application on February 2nd, 2026, I would also like to address the following: It is common knowledge that players with gambling addictions often continue to deposit money. After I had made a good win, I naturally wanted to withdraw it first before my account was closed. I did withdraw a portion of it.

This brings me to the next problem, which in my opinion demonstrates once again that your casino is hardly taking any measures to protect players with gambling addictions – even though you are obligated to do so under your Curaçao license. In my previous messages, I also included screenshots showing a live chat employee refusing to set up a "cooling-off period" on my account.

In my view, this discussion is only being unnecessarily prolonged. We are now on the third repetition of the same points, while important questions continue to be ignored.

Unfortunately, I get the impression that things are going wrong with player protection at your casino.

Dear Matej, I hope you can follow and understand my arguments.

Liebes Palm Slots Team,

Sie erwähnen erneut, dass laut AGB ein Antrag auf Kontoschließung an eine bestimmte Adresse gesendet werden muss. Daher wiederhole ich meine Frage: Warum wurde dies bei der ersten Schließung meines Kontos nicht angesprochen und weshalb konnte der VIP-Manager mein Konto damals einfach ohne diesen formellen Antrag schließen?

Da auch Sie einige Punkte wiederholen, möchte ich ebenfalls meine Fragen erneut stellen. Warum hat der VIP-Manager auf drei meiner Nachrichten nicht reagiert, um mir den Prozess zu erklären oder mich zumindest vorübergehend vom Spielen auszuschließen, obwohl er genau wusste, dass ich unter Spielsucht leide?

Leider entsteht dadurch der Eindruck, dass man bewusst wollte, dass weiterhin Einzahlungen erfolgen.

Zu Ihrer Aussage, dass ich den Antrag erst am 02.02.2026 gesendet habe, möchte ich ebenfalls Stellung nehmen: Es ist allgemein bekannt, dass Spieler mit Spielsucht häufig weiterhin Geld einzahlen. Nachdem ich einen guten Gewinn erzielt hatte, wollte ich diesen selbstverständlich zunächst auszahlen, bevor mein Konto geschlossen wird. Einen Teil davon habe ich auch ausgezahlt.

Damit komme ich zum nächsten Problem, das meiner Meinung nach erneut zeigt, dass in Ihrem Casino kaum Maßnahmen zum Schutz von Spielern mit Spielsucht ergriffen werden – obwohl Sie laut Curaçao-Lizenz dazu verpflichtet sind. In meinen vorherigen Nachrichten habe ich dazu auch Screenshots beigefügt, in denen ein Live-Chat-Mitarbeiter sich geweigert hat, eine „Cooling-off-Periode" auf meinem Konto einzurichten.

Aus meiner Sicht wird diese Diskussion nur unnötig verlängert. Wir befinden uns nun bereits bei der dritten Wiederholung derselben Punkte, während auf wichtige Fragen weiterhin nicht eingegangen wird.

Leider habe ich den Eindruck, dass beim Thema Spielerschutz in Ihrem Casino einiges schiefläuft.

Lieber Matej, ich hoffe, dass du meine Argumente nachvollziehen und verstehen kannst.

Dear Matej,

Since the casino continues to respond in this manner and shows no consideration for the situation, I would like to adjust my previous refund request accordingly.

Instead of the originally requested amount of €880, I now request a refund of the entire amount less any payments made during this period from January 17, 2026 to February 2, 2026.

According to the screenshots I attached to my previous messages, deposits during this period amounted to approximately €5,865. In the meantime, there was one withdrawal of €2,292.

This results in a refund amount of approximately €3,573, which I hereby request.

Best regards

Lieber Matej,

da das Casino weiterhin in dieser Weise antwortet und keine Rücksicht auf die Situation nimmt, möchte ich meinen bisherigen Rückerstattungsantrag entsprechend anpassen.

Statt des ursprünglich angefragten Betrags von 880 € beantrage ich nun die Rückerstattung des gesamten Betrags abzüglich der in diesem Zeitraum erfolgten Auszahlungen für den Zeitraum vom 17.01.2026 bis zum 02.02.2026.

Laut den Screenshots, die ich in meinen vorherigen Nachrichten beigefügt habe, belaufen sich die Einzahlungen in diesem Zeitraum auf ca. 5.865 €. In der Zwischenzeit gab es eine Auszahlung von 2292€.

Daraus ergibt sich ein Rückerstattungsbetrag von ca. 3.573 €, den ich hiermit beantrage.

Mit freundlichen Grüßen

Dear Cisko, I have amended the disputed amount for this complaint as you suggested for now - since it is the amount you wish for - however it could be amended further (for higher or lower amount), if I manage to see your cashier history and compare it with Casino Guru internal refund request policy.

Dear PalmSlots Casino, thank you for the further explanation. I understand the need of following set processes, especially when dealing with sensitive matters like gambling addiction. Under normal circumstances, I would fully agree with you. Since the player has VIP status, this is not a standard case.

As a VIP, this player has a personal manager, whose priority is also making sure his mental health is in good shape. The player has informed his personal VIP manager three times about gambling addiction. From my experience, VIP managers can close the accounts (this has been confirmed by the player that it did happen before), and often are the decision makers when dealing with account closure - as they have the most information about the player and their habits.

And if by chance PalmSlots VIP manager is unable to close the account, it is their duty to escalate this through the proper channels, or at the very least provide the player with a "how to" guide towards self-exclusion.

In this case the VIP manager completely ignored the messages and even insisted on player to keep playing, to keep all the bonuses and extra services he was given as a VIP member of the casino. This is a huge failure in player protection and in direct violation of all the rules that should be in place to safeguard the players.

Unless you can provide evidence of the VIP manager inquiring further about the gambling addiction, or at least offered a quick guide how to get self-excluded, I will have to stand by the above statement.

Any and all evidence, as well as detailed cashier history showing player's deposits and withdrawals between 16th January until the account closure can be sent to me directly ([email protected]) for evaluation. No part of this message will be shared or forwarded. Thank you.