The player from Germany attempted to self-exclude from the casino but faced resistance from both chat support and a VIP manager, making the process frustrating and unbearable. He expressed a strong desire to lock himself out since he was no longer enjoying playing. The Complaints Team explained that the casino was not obligated to close his account as he did not have a gambling problem, and they clarified the difference between account closure and self-exclusion. Consequently, the complaint was closed, and the player was advised to reach out for any further issues.
PalmSlots Casino - Player requests self-exclusion from the casino.
Amount: ??
PalmSlots Casino
Safety Index:LowSafety Index
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4.2
PalmSlots Casino has a Safety Index of 4.2, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 week ago
Public
Public
2 weeks ago
Translation
Yes, I've been wanting to lock myself out of this casino for over half a year, and every time I try, I'm somehow talked out of it, both in the chat and by the VIP manager who's in contact with me via WhatsApp. I'm starting to find it really cheeky and unbearable. That's the only problem; nothing else, no money outstanding, no withdrawals, nothing. I just want to lock myself out of this casino because I'm no longer having fun playing, I've told him a thousand times.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear Jeffboy83,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is [email protected].
Thank you very much in advance.
Best regards,
Katarina
Public
Public
1 week ago
Translation
Hi))
You stated the reason yourself earlier: I don't like playing online casino anymore. Because when you're not winning anything and you're just depositing, depositing, depositing, it seems very suspicious, and it's been going on for over six months. Then you lose the fun of playing.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
Dear Jeffboy83,
thank you for your message.
Please be advised that we cannot penalize the casino for its decision not to close your account. As profit-driven entities, casinos generally reserve the right to employ marketing strategies aimed at retaining customers. Given your confirmation that you do not have a gambling problem, we trust that you possess the necessary self-control to refrain from using this particular casino. Typically, casinos close inactive accounts within one year.
We are now closing this complaint. Please do not hesitate to contact us should you encounter any issues with this or any other online casino.
All the best,
Katarina
