PalmSlots Casino - Учетная запись игрока остается открытой, несмотря на запрос о закрытии.

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.

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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

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.