PalmSlots Online Casino - Вывод средств игроком задерживается, а верификация аккаунта приостановлена.

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Dear joaquingg,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing.

To better understand your situation, could you please clarify the following:

• Have you already submitted a withdrawal request? If so, what amount and what is its current status?
• Is the €11,900.62 currently visible in your casino balance?
• Has the casino confirmed whether your KYC verification is still pending?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla! Good morning. Thank you for your message. I submitted a withdrawal request on August 23rd. The maximum allowed is €5,000. It's still showing as "PENDING," and my player account balance is €11,900.62. The casino hasn't contacted me at all. When I created my account, I submitted my Spanish passport through the verification system. Then facial recognition verification with an oval appeared, and both were accepted. They then asked for a utility bill, which I also sent. I emailed everything: proof of address, bank statements, account ownership details, even screenshots of when I won jackpots in games and the IDs of the transactions where I won the major prizes. My username also appeared in the major achievements section on the casino's homepage (two consecutive major prizes). I haven't received a single response to my support email (I sent five). The internal chat isn't working (it doesn't even open; when you try to click the link, it gives a JavaScript error. I'm a computer technician, and I couldn't access the live chat), and I can't contact them through any browser. I didn't play with bonuses (my bonus balance shows €0, and my sports balance shows €0). Unlike some other casinos, this one doesn't have a section where you can see if the verification is successful and approved, or if you need to send more information or documents. I didn't cheat in any way; I played with my own money and documentation, and everything was correct. What's most frustrating, I think, is the uncertainty of not receiving any response from email support, the chat being down, or any other source. At least if I had a response from them telling me what to expect and that everything is working correctly, I would feel more at ease, but there's no way to communicate with them.

hola Karla! buenos días. Gracias por tu mensaje. Envié una solicitud de retiro el 23/8. el máximo que permitían es de 5000€. Sigue reflejado como "PENDIENTE", y 11900,62€ como total en mi cuenta de jugador. El casino no me ha escrito en ningún momento, yo al crear mi cuenta envié mi pasaporte español mediante el sistema de verificación, luego salió la verificación facial con un óvalo y ambos se dieron por válidos, y me pidieron luego un recibo de suministros que también envié. Por email envié todo, comprobante de dirección, captura de movimientos bancarios, titularidad de cuenta, hasta capturas de los momentos en los que recibí el bote en los juegos e id de las transacciones en las que gané los premios mayores. También salió mi nick en los grandes logros en la página principal del casino (2 premios grandes seguidos). No he recibido ninguna respuesta del email de soporte (envié 5). El chat interno no funciona (ni siquiera abre, intentas pinchar el link y da error javascript, soy informático y no conseguí entrar en el chat live) y no consigo hablar con ellos desde ningún navegador. No jugué con bonos (me aparece Saldo de bonos: 0 euros y saldo de deportes 0 euros). El casino no tiene como otros, apartado donde ves si la verificación es correcta y aprobada o si tienes que enviar más información o documentos. No hice ninguna trampa y jugué con mi dinero, mi documentación y todo correcto. lo mas frustrante yo creo es la incertidumbre al no responder ni por soporte de email ni estar operativo el chat y ninguna respuesta de ellos. al menos si tuviera una respuesta de ellos diciéndome que debo esperar y que es correcto estaría mas tranquilo pero ninguna comunicación posible.

Today, my request to withdraw €5000, which I submitted on 23/08, is listed as REJECTED. Reference #101885353379786581

Withdrawal 23/8/2026 (Created) 29/8/2026 (Processed) €5,000.00 Bank Transfer Rejected. I have not received any email justifying the decision or indicating whether they need more documentation or the reason for the rejection. As I said, the website's live chat is down, and they are not responding to [email protected] I would appreciate your help. I've been waiting 5 days for them to reject my withdrawal and they haven't even told me why. The balance is still showing up in my player account (€11,900.62).

hoy figura como RECHAZADA la solicitud de retirada de 5000 € que cursé el 23/08. Indica #101885353379786581

RETIRADA 23/8/2026 (Creada) 29/8/2026 (Processed) 5000,00 € Bank Transfer Rechazado. No he recibido ningún email justificando la decisión e indicando si necesitan mas documentación o el motivo del rechazo. Como digo, el chat live de la web está inoperativo, y no responden a [email protected] Agradecería vuestra ayuda he estado esperando 5 días para que rechacen la retidada y ni siquiera me digan el motivo. El saldo sigue figurando en mi cuenta de jugador (11900,62€).

The balance remains at €11,900.62. I'm very disappointed after waiting all week, only to have it rejected without even giving me a reason so I can send the necessary documentation or whatever they need. And the live chat is still down; there's no way to contact them. It's very sad to be a player and, for once, win something, and the casino doesn't even bother to answer emails, the live chat doesn't work, and they haven't explained the reason for the rejection. Regarding the question, "Has the casino confirmed if my KYC verification is still pending?" there's no way to check because their website doesn't have the typical section for uploading documents and checking their status. I sent everything by email ( [email protected] ) but they don't respond (passport, bank statement, proof of address,...). I have again requested the same withdrawal (€5000) to the same bank account, after forwarding all the information to the Palmslots support email.

El saldo sigue en 11900,62€. Me he llevado un disgusto tras esperar toda la semana y lo han rechazado sin siquiera darme el motivo para poder enviar la documentación o lo que necesiten. Y el chat live sigue sin funcionar no hay manera de contactar con ellos. Es muy triste ser jugador y para una vez que uno gana algo el casino ni siquiera se digna en atender los emails ni el chat live funciona, ni han explicado el motivo del rechazo. Respecto a la pregunta ? El casino ha confirmado si su verificación KYC aún está pendiente? no hay manera de comprobarlo porque no tienen en su web el típico apartado para subir documentación y ver el estado de la misma. Yo envié todo por email ([email protected]) pero no responden (pasaporte, justificante bancario, prueba de dirección,...). He vuelto a solicitar idéntico retiro (5000€) a la misma cuenta bancaria , tras el reenvíó de toda la información al correo de soporte de palmslots.

I should clarify that I registered using my Spanish ID card, a Spanish phone number, and that the deposit method was via card (Apple Pay) and direct bank transfer to a Spanish bank. All deposits were approved. #7451812568395705780 DEPOSIT 23/8/2026 (Created) €250.00 OPEN BANKING Approved. Other casinos that don't accept players from Spain directly with your IP address or ID won't let you create an account. I found Palmslot through Google, and their Google Ads page states "PALMSLOT The best real money casino in Spain." That's why I decided to register, and everything went through the verification process since they require a passport selfie and facial recognition before depositing. Furthermore, the bank transfer from the Banco Santander app was approved and accepted. As I mentioned, they have rejected my withdrawal of winnings; they remain in the account, but I cannot withdraw them.

Debo aclarar que hice el registro aportando mi DNI español, el teléfono de España, y que el método de depósito fue mediante tarjeta (apple pay) y transferencia bancaria directa con banco Español, y aprobaron el depósito de todas las operaciones. #7451812568395705780 INGRESO 23/8/2026 (Creada) 250,00 € OPEN BANKING Aprobado. Otros casinos que no aceptan jugadores de España directamente con tu Ip o identidad no te dejan crear la cuenta. Encontré a palmslot desde google y en su propio add de google pone PALMSLOT El mejor casino con dinero real en España. Por eso me decidí a registrarme y todo pasó la verificación puesto que antes de depositar te piden selfie pasaporte, y verificación con óvalo de la cara. Además la transferencia bancaria desde la app de Banco Santander se aprobó y aceptaron. Como digo me han rechazado el retiro de mis ganancias, siguen en la cuenta pero no puedo retirarlas

I think what might be happening is that they're not approving my KYC to withdraw the funds. Even though I had already completed the verification process before winning the prizes, showing my passport and facial recognition and providing proof of address, and it was approved. I wagered around €2,000, and KYC was required during those deposits.

The website doesn't have a section where you can see if the KYC or documentation has been uploaded or approved. Now I see in the KYC approval terms that Spain is listed as prohibited. I think I've been misled because, as I mentioned, I was asked for it before winning and it was marked with a green checkmark. Furthermore, there was a pending bank transaction of €250 from a Spanish account, which was listed as PENDING, and it was authorized two days after I had already won the prizes. Everything seems very confusing, and I don't know what will happen now with the money I've won or the money I wagered. Their chat is blocked, and they don't respond to emails. The KYC terms I just saw are (I don't know if Palmslots has actually paid any players from the countries listed below).

1) Proof of ID

a. Signature Is there

b. Country is not one of the following Restricted Countries:

Austria

France and its territories

Germany

Netherlands and its territories

Spain

Union of Comoros

United Kingdom

USA and its territories

All FATF Blacklisted countries,

any other jurisdictions deemed prohibited by Anjouan Offshore Financial Authority.

c. Full Name matches client's name

d. Document does not expire in the next 3 months

and. Owner is over 18 years of age

2) Proof of Residence

to. Bank Statement or Utility Bill

b. Country is not one of the following Restricted Countries:

Austria

France and its territories

Germany

Netherlands and its territories

Spain

Union of Comoros

United Kingdom

USA and its territories

All FATF Blacklisted countries,

any other jurisdictions deemed prohibited by Anjouan Offshore Financial Authority

Creo que lo que puede pasar es que no están aprobando mi KYC para retirar los fondos. Aunque antes de ganar los premios ya había hecho la verificación mostrando pasaporte y reconocimiento facial y se aprobó, y prueba de dirección. Aposté unos 2000 euros y durante esos ingresos se me requirió el KYC

La página no tiene sección en la que puedas ver si el KYC o la documentación está subida o aprobada. Ahora leo en los terminos para aprobar KYC que España figura como prohibido. Creo que he sido engañado ya que como indico se me requirió con antelación a la ganancia y salió tildado con aspa verde. Además había una transacción bancaria pendiente de 250 € desde cuenta española, que figuraba como PENDIENTE, y se autorizó dos días después de ya haber ganado los premios. Veo todo muy confuso y no sé que pasará ahora con el dinero que he ganado ni con lo que jugué. Tienen el chat bloqueado y no responden a los emails. Los términos que acabo de ver de KYC son (no sé si palmslots ha llegado finalmente a pagar a algún jugador de los países que figuran abajo)

1) Proof of ID 

a. Signature Is there 

b. Country is not one of the following Restricted Countries: 

Austria 

France and it’s territories 

Germany 

Netherlands and it’s territories 

Spain 

Union of Comoros 

United Kingdom 

USA and it’s territories 

All FATF Blacklisted countries, 

any other jurisdictions deemed prohibited by Anjouan Offshore Financial Authority. 

c. Full Name matches client’s name 

d. Document does not expire in the next 3 months 

e. Owner is over 18 years of age 

2) Proof of Residence 

a. Bank Statement or Utility Bill 

b. Country is not one of the following Restricted Countries: 

Austria 

France and it’s territories 

Germany 

Netherlands and it’s territories 

Spain 

Union of Comoros 

United Kingdom 

USA and it’s territories 

All FATF Blacklisted countries, 

any other jurisdictions deemed prohibited by Anjouan Offshore Financial Authority

Dear joaquingg,

Thank you very much for providing the additional information.

Could you please send me a screenshot from your casino account clearly showing the rejected €5,000 withdrawal?

Additionally, please send me any supporting evidence relevant to your case, as well as all communication you have had with the casino regarding your KYC verification and withdrawal.

You may send the evidence to me at [email protected].

Thank you very much in advance for your cooperation. I look forward to your reply.

Dear joaquingg,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru