PalmSlots Casino - Запит гравця на зняття коштів затримується.

I have been strung along by Palmslots for a week:

My first withdrawal request was canceled without an explanation.

Afterward, the KYC department claimed I didn't even have an account. It took 3 days for them to finally find the account. Then I sent my documents for verification another 5 times and received the message that the latest withdrawal request would need to be reviewed again with the note that additional documents might be requested. Additionally, I engaged in daily live chats where different agents assured me, in a very polite and stereotypical manner, that they were prioritizing my case. Ultimately, it became the start of an endless story.

Ich werde von Palmslots seit einer Woche zum Narren gehalten:

Mein erster Auszahlungsantrag wurde kommentarlos storniert.

Nachher behauptete die KYC-Abteilung, dass ich gar kein Konto besitze. Nach 3 Tagen fand man das Konto endlich. Daraufhin sandte ich meine Dokumente zur Verifizierung noch 5 Mal ein und erhielt die Nachricht, dass der letzte Auszahlungsantrag neu überprüft werden müsste mit dem Hinweis, dass etwaige Dokumente nachgefordert werden könnten. Zusätzlich führte ich täglich einen Livechat, in dem mir immer andere Agenten betont höflich und stereotyp ihre Hilfe mit Priorität zusicherten. Im Endeffekt der Beginn einer Endlosstory.

Dear JoHo11,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Hello Christina!

Thanks for the quick information!

Since I have visited many casinos, I have about 20 years of experience (of various kinds) with account verification. During this time I have come across some

I have given up around a thousand euros because some casinos simply delay the verification for so long (several weeks) that the player loses his nerve and gives up. My current financial situation no longer allows me to do that and I am also fed up of being robbed.

Now to your questions:

I have submitted the three required documents (passport, proof of payment and proof of address) about five times in the last week and requested the withdrawal request to be processed daily via live chat.

Since the last email from the KYC department only gave me the impression of being a "rip-off", I turned to you.

With the hope for further help, I remain

J

Hallo Christina!

Danke für die rasche Information!

Da ich schon sehr viele Casinos besucht habe, habe ich auch bezüglich Kontoverifizierung ca. 20 Jahre Erfahrung (verschiedener Art). Ich habe in dieser Zeit schon auf eini

ge tausend Euro verzichtet, weil manche Casinos einfach die Verifizierung so lange hinauszögern (mehrere Wochen) bis der Spieler die Nerven verliert und aufgibt. Meine derzeitige finanzielle Lage erlaubt mir das nicht mehr und ich habe es auch satt bestohlen zu werden.

Nun zu Ihren Fragen:

Ich habe die geforderten 3 Dokumente (Reisepass, Zahlungsnachweis und Adressnachweis )ca. 5 Mal innerhalb der letzten Woche eingereicht und täglich im Livechat um Erledigung der Auszahlungsanfrage ersucht.

Da ich im letzten E-Mail der KYCabteilung nur mehr den Eindruck von "Verarschung" bekommen habe, habe ich mich an Sie gewendet.

Mit der Hoffnung um weitere Hilfe verbleibe ich

Josef.hofmann@gmx.at

Thank you very much for your reply, JoHo11. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina!

Since I unfortunately did not manage to insert the requested conversation here, I have sent you an email with downloads to the address provided above.

Lg Josef H***

Hallo Kristina!

Da ich es leider nicht geschafft habe, die verlangte Konversation hier einzufügen, habe ich Ihnen eine Mail mit Downloads an die oben angegebene Adresse geschickt.

Lg Josef H***

Thank you very much, JoHo11, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello!

Unfortunately, the situation has worsened significantly in the last week: As expected, a new document was requested, which I sent immediately. Since then, there has been radio silence and my daily (annoying) chats are now blocked because I can no longer log into the chat. Conclusion: absolute gang of scammers!

Hallo!

Leider hat sich die Situation in der letzten Woche noch deutlich zugespitzt: Es wurde wie erwartet ein neues Dokument angefordert, das ich sofort gesendet habe. Seither ist Funkstille und meine täglichen (nervenden) Chats werden jetzt unterbunden, da ich mich nicht mehr in den Chat einloggen kann. Fazit: absolute Betrügerbande!

Hi JoHo11,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done when they reply.

Dear PalmSlots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side. Please also provide more details regarding the player's KYC status, thank you.

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia