Hello, I am writing to you because I have a serious problem with the Palms Bet online casino. Yesterday I won the amount of BGN 30,000, but after some error appeared on the game screen and maybe 1 hour of trying to enter their site, suddenly my amount was nowhere to be found! According to them, I played my winnings (I wrote to them twice), in the menu it really says that I played money, but this is not true at all, I did not have the opportunity to play the money, because I could not enter their website, and in the end they just there was none. I don't know what to do really, if there is any way you can help me, I will be very grateful!

Здравейте, пиша ви тъй като имам сериозен проблем с онлайн казиното палмс бет . Вчера спечелих сумата от 30000лв, но след появата на някаква грешка на екрана на играта и може би 1 час опити да влезна в сайта им , изведнъж сумата ми я нямаше никъде! По тяхни думи съм си изиграла печелбата( писах им два пъти) , в менюто наистина излиза, че съм играла пари , но това изобщо не е вярно, нямах възможността да изиграя парите , защото не можех да влезна в сайта им и накрая тях просто ги нямаше. Не знам какво да направя наистина, ако има вариант да ми помогнете, ще ви бъда много благодарна!

Dear unschubladisierbar,

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

Do I understand correctly the game history of your gameplay shows the balance was played down? Please understand that if the game history shows this, there is little to no way for us to confront the casino.

Is there any supporting evidence, the gameplay happened when you were not logged in to the casino account?

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

Hello, the story in my profile is super absurd and unreliable, there are bets played for hours without profit, even during which I have witnesses that I was not even entered the casino. I know what I won until the moment when the error appeared and my money disappeared, and according to the history of the game and our accounts, it turns out that I won an amount of about BGN 44,000. When asked to provide IP addresses, they sent them to me, but even they don't match. I don't know what I can do and that's why I turned to you for help.

Здравейте , историята в моя профил е супер абсурдна и недостоверна , има изиграни залози часове наред без печалба, даже и по време, които имам свидетели, че аз изобщо не съм била влезнала в казиното. Аз знам какво съм спечелила до момента, в който се появи грешката и ми изчезнаха парите , а според историята на играта и наши сметки излиза, че съм спечелила сума около 44000лв. При поискване за предоставяне на айпи адреси, те ми ги изпратиха , но дори и те не съвпадат. Не знам какво мога да направя и затова се обърнах срещу вас за помощ .

Dear Eliqq99,

Did you direct the casino's attention to the suspicious login activity with IPs different than expected? Have they acknowledged the problem in any way? What did they reply?

Dear Eliq99,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.