This casino won't let me close my account or self-exclude; they just tell me we can talk. I've sent them several emails reiterating the same thing, saying I don't want to talk to them, just want them to close my account or self-exclude me from gambling.

Este casino no me deja ni cerrar la cuenta ni autoexluirme, simplemente me dicen que hablemos. Les he enviado varios correos reiterando lo mismo y que no quiero hablar con ellos solo que me cierren o me autoexluyan del juego.

Dear Dafull,

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

I've gone over my spending limit, and I can't stop playing and I'm not making any profit.

I've tried both options: closing the account or self-excluding myself in case they listened to me on either of them, but nothing.

Me he pasado mi límite de gasto, y no puedo dejar de jugar y no obtengo beneficio.

He intentado las dos opciones de cerrar la cuenta o autoexluirme por si me hacían caso en alguna de ellas pero nada.

Dear Dafull,

Thank you for your message.

• Could you please forward your self exclusion request to my email [email protected]?
• When was the last time you have made a deposit?
• Are you worried that gambling might be becoming a problem for you? Do you find yourself thinking about gambling a lot?

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

Looking forward to your reply,

Katarina

I made a deposit about six days ago. And yes, gambling is becoming a problem with Palmslots because I don't have the self-exclusion tool, nor do they let you close your account. I can't control it.

Realicé un depósito hace 6 días o así. Y sí, el juego se está convirtiendo en un problema con palmslots porque no tengo la herramienta de excluirse del juego ni te dejan cerrar la cuenta. No lo puedo controlar

Dear Dafull,

thank you for your email and message.

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 casino email (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/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,

Katarina

They're no longer letting me make deposits. I think it's resolved. Thanks.

Ya no me dejan realizar depósitos. Creo que está resuelto. Gracias

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dafull,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Katarina