Hello Eveline, just a kind reminder:

please use the "reply" button (left-pointed arrow at the left bottom corner of the post), otherwise, the person you wrote to will not be notified about your post.

Thank you ??

Alright thanks! I didn't think of that!

Alles klar, danke! Hab ich nicht dran gedacht!

I know you have your own criteria for rating casinos, but perhaps you should factor player reviews into those ratings. For them it is ultimately important whether the payouts work and how the casino generally deals with criticism and/or concerns from the players. And that's a disaster with Palm Slots, as you can see in the previous reviews.

Ich weiss, ihr habt eure eigenen Kriterien, nach denen ihr Casinos bewertet, aber vielleicht solltet ihr die Rezensionen der Spieler in diese Bewertungen mit einflie?en lassen. Für diese ist letztendlich wichtig, ob die Auszahlungen funktionieren und wie das Casino im Allgemeinen mit Kritik und/oder Anliegen der Spieler umgeht. Und das ist bei Palm Slots eine Katastrophe, das seht ihr ja in den bisherigen Bewertungen.

Hi Eveline,

I agree and all mentioned criteria are taken into consideration already, though the user rating is kept separately because even if we try to keep the user rating unbiased, we can never be sure.

Those are information we can't evaluate and inspect the same way we do in the case of our own rating investigation.

We also examine every complaint submitted here on Casino Guru very closely and carefully, to identify possible issues that could alter the current casino rating.

Even if it is not in our power to react to let's say short-term complications, we do our best to watch casinos closely. Hence we are grateful for every concrete feedback we get from all of you. ??

Hi Radka, not sure if you followed the complaint, but same day complained and same day money appeared. The problem was not with the SWIFT code as they said each time, but the IBAN. In Australia we have BSB and Account Number. So the trick is in the IBAN field to enter both BSB and Account number with no spaces, which I only discovered through trial and error, not by any advice from casino who kept saying SWIFT code incorrect. Bye for now, Kirsty

Hi Kristy,

thank you for this notification, sadly I can't keep up with every complaint so I highly appreciate that you came back and explain further. 

Your experience makes me think that the casino should educate its employees far better in the future. ??The support should offer advice and search for a solution, though this did not happen in your case.

Not the best picture, I'd say.

Hopefully, this won't happen again to anybody, and if so, there is a solution posted by you that can help another player!

Thank you, Kristy ????

Hi Radka,

I wanted to give an update on my complaint. Without the complaint I would probably still be waiting for a response from the casino. The fact that it has been closed in the meantime is of course ok, but "unjustified" ?? My complaint was very well justified and the casino has not even been downgraded.

The fact that the casino credited me with a bonus of 5000 euros (my winnings), which then disappeared and reappeared 3 days later, is one thing.

I then didn't play and tried to get improved withdrawal terms as compensation for all the hassle and the whopping 7 weeks of waiting. Of course, the casino didn't agree to that, although I would certainly have left some money in the account to play with a higher payout ratio.

I didn't expect flexibility, since they can refer to your conditions, but I had hoped that you would be a little more flexible in terms of customer loyalty. Playing with 5000 euros and knowing that you can only cash out 400 - even 6 weeks after winning - is not really fun. It really spoils the fun of playing. Anyone who has ever played can imagine that. PalmSlots sucks, sorry. I can only advise everyone not to play there. Customer service is bad, chat not helpful at all. They can rest assured that I won't pay another cent there. A corresponding assessment will follow shortly.

I don't think it's okay that you don't even downgrade the casino after such incidents (mine isn't the only one) and my complaint is closed as unjustified.

With a higher payout, I would certainly have left a few hundred euros in the account to play with

Hi Radka,

ich wollte hier noch ein Update geben über meine Beschwerde. Ohne die Beschwerde würde ich wahrscheinlich immer noch auf eine Antwort des Casinos warten. Dass sie zwischenzeitlich geschlossen wurde, ist natürlich ok, aber "ungerechtfertigt" ?? Meine Beschwerde war sehr wohl gerechtfertigt und das Casino wurde noch nicht mal herabgestuft.

Dass mir das Casino einen Bonus von 5000 Euro (mein Gewinn) gutgeschrieben hat, der dann wieder verschwunden ist und 3 Tage sp?ter wieder aufgetaucht ist, ist die eine Sache.

Ich habe dann nicht gespielt und versucht, verbesserte Auszahlungsbedigungen als Kompensation für den ganzen ?rger und die Wartezeit von satten 7 Wochen zu bekommen. Darauf hat sich das Casino natürlich nicht eingelassen, obwohl ich bei einer h?heren Auszahlungsquote sicher einiges Geld auf dem Konto gelassen h?tte, um zu spielen.

Flexibilit?t hatte ich zwar nicht erwartet, da die die sich auf Ihre Bedingungen berufen k?nnen, jedoch hatte ich gehofft, dass Sie im Sinne der Kundenbindung etwas flexibler w?ren. Mit 5000 Euro zu spielen und zu wissen, dass man nur 400 auszahlen lassen kann - und das auch noch 6 Wochen nach dem Gewinn - macht nicht wirklich Spass. Das verleidet einem wirklich die Freude am Spielen. Das kann sich jeder vorstellen, der mal gespielt hat. PalmSlots ist echt das Letzte, tut mir leid. Ich kann nur jedem abraten, dort zu spielen. Der Kundenservice ist schlecht, der Chat überhaupt nicht hilfreich. Die k?nnen sich darauf verlassen, dass ich dort sicher keinen Cent mehr einzahle. Eine entsprechende Bewertung folgt gleich.

Dass ihr das Casino nach solchen Vorf?llen (meiner ist ja nicht der einzige) noch nicht mal herabstuft und meine Beschwerde als unberechtigt geschlossen wird, finde ich nicht in Ordnung.

Bei einer h?heren Auszahlung h?tte ich sicher einige hundert Euro auf dem Konto gelassen, um damit zu spielen

Hello Eveline,

thank you for the update. I must say that I agree with the final statement:

"I understand your disappointment. The casino could, of course, offer you some sort of compensation as a gesture of goodwill. However, we will not penalize it if it doesn't as long as you were given a chance to finish the wagering. Thank you for using the Casino Guru complaint resolution center."

I guess this was quite fair, and we can't penalize the casino because you were not giving compensation. If we did, we would be the ones who acted unfairly.

I wish you more luck elsewhere, would be best to find a casino that suits you better.

Suits me better,? They are most incompetent and unfair Casino I've ever played in. And I've played in quite a few.

If you think it's like this, then you should definitely find yourself a more suitable casino - yes.

hello I'm playing on palmslots, I have to make a withdrawal and they ask me for photos of identity documents and bills for now. I would like to be sure that it is not a scam and therefore I can safely upload the documents. thank you

ciao sto giocando su palmslots, devo fare un prelievo e mi chiedono foto di documenti di identità e per ora bollette. vorrei essere sicura che non sia una truffa e quindi posso caricare tranquillamente i documenti. grazie

Hello,

I guess that you should rely more on your own research. Have checked the casino before you decided to play there? Would be much safer, I'd say. Don't you think?

You can start right here:

http://www.kpvfaw.com/palmslots-casino-review#tab=js-tab-reputation

I also think that you should learn a bit more about the verification process.What the casino dmands sounds pretty normal to me, and I'm sure that you would find it in the casino rules - have you checked that? ??

Feel free to undergo these free courses:

http://www.kpvfaw.com/academy

Always check the casino reputation before playing there and always read all rules.

I wish you a swift verification. ??

hello a question, I started playing with palmslots 1 week ago, now my credit card blocks me from making payments on the site, I also registered with astropay as they are not a certified site, therefore not enabled for withdrawals. did this happen to you too?

what can I do? change casino site?

ciao una domanda, ho iniziato 1 settimana fa a giocare con palmslots, ora la mia carta di credito, mi blocca i versamenti sul sito , mi sono registrata anche con astropay in quanto a loro non risulta un sito certificato, quindi non abilitato ai prelievi. è successo anche a voi?

cosa posso fare? cambiare sito casinò?

I think that would be best to ask the support directly. There might be other factors in the motion of which I'm not aware.

Can you use any other payment option instead?

Let us know, please.

apparently their site is international and not certified. therefore I will no longer be able to make deposits. I changed casino, I'm trying 888

a quanto pare il loro sito è internazionale e non certificato. pertanto non potrò più fare depositi. ho cambiato casinò, sto provando 888

So, did you manage to solve the situation?

If I may say, you should play only in casinos ADM-licensed casinos. You can find the list here. ??

Did you know that this casino claims to have a Curacao e-gaming license 1668/JAZ which is not valid?

All casinos of the Newera BV group (24slots, Pribet, Palmslots, Betindi etc.) misrepresent their license in their T&Cs.

At the CEG it is invalid!

You are giving a good rating to a casino that is scamming and making false claims on their site.

Lo sapete vero che questo casinò dichiara di avere una licenza della Curacao e-gaming 1668/JAZ che invece non è valida?

Tutti i casinò del gruppo Newera B. V. (24slots, Pribet, Palmslots, Betindi ecc.) dichiarano il falso sulla propria licenza nei loro T&C.

Alla CEG risulta non valida!

State dando una buona valutazione ad un casinò truffa e che fa dichiarazioni false sul proprio sito.

Hey Carsix79,

Maybe the reason is the license was obsoleted just recently? You are correct, it is not valid now:

I'm just asking myself, why do you always have to be so "direct" at least? Have you ever noticed we ask players to update us if possible?

This option is shown under each casino page:

So, thank you very much for your kind support. I get it checked. ??

In what sense am I directed?

Imagine all those players who suffer injustices and cannot be protected by a regulatory body to which they themselves declare they have to refer in case of disputes.

Try asking operators in chat for explanations about their licence. They disconnect you from the chat and block you. So they know they are operating illegally.

In che senso sono diretto?

Immagina tutti quei giocatori che subiscono ingiustizie e non possono essere tutelati da un ente regolatore a cui loro stessi dichiarano di dover fare riferimento in caso di controversie.

Provate a chiedere agli operatori in chat spiegazioni sulla loro licenza. Vi disconnettono dalla chat e vi bloccano. Quindi sanno di operare illegalmente.

Really disappointed right now. I recently gave this site what I thought was a fair and positive review, but now they are making it difficult for me to close my account. It's bad enough a person needs to jump through hoops to access any kind of responsible gaming tools, but to ignore an email, have to go through chat again, who makes you send another email and then wait another 24 hours for response is ridiculous and predatory. Really bad business.