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I requested account closure on 12.6 due to a gaming problem, I tried to close the account before without success. But on 12.6 I sent a clear email about the gaming problem and that it would be closed before payday and I still lost a large amount of money because the account was not responded to in any way despite the request. I replied to several emails with the "reason for closing the gaming account" and it is now clearly stated in the first message. I demand my money back for the period after 12.6.

Pyysin 12.6 tilinsulkemista peliongelman vuoksi, yritin sulkea tiliä jo aiemmin tuloksetta. Mutta 12.6 laitoin selkeän sähköpostin peliongelmasta että se suljettaisiin ennen palkkapäivää ja menetin silti ison summan rahaa koska tiliä ei pyynnöstä huolimatta reagoitu mitenkään. Vastasin useaan sähköpostiin "pelitilin sulkemisen syystä" ja se nyt selkeästi tulee esille jo ensimmäisessäkin viestissä. Vaadin rahojani takaisin 12.6 jälkeiseltä ajalta.

Dear Monttu,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with PalmSlots Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Has your account been closed since you last wrote to us, please?
• Could you please forward your self-exclusion email to katarina.d@casino.gruru at your earliest convenience? I would appreciate it if you could send the email itself rather than a screenshot or image.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Email has been sent.

Sähköposti on lähetetty

palmslots casino stopped responding to emails as soon as I started asking for my money back. They haven't responded to my emails for 4 days.

palmslots kasino lopetti heti sähköposteihin vastaamisen kun aloin pyytämään rahojani takaisin. Eivät ole vastanneet 4 päivään sähköposteihini.

I have been waiting for a week now for palmslots casino to respond to emails, but they stopped responding to my emails completely when I asked for a refund. I have been requesting my money back every day for 7 days from multiple casino email addresses, but they are not responding at all. Quite outrageous

Olen nyt viikon odottanut palmslots kasinolta sähköposteihin vastaamista, mutta he lopettivat täysin vastaamatta sähköposteihini kun pyysin rahojen palautusta. Olen joka päivä 7 päivän ajan pyytänyt rahojani takaisin useista kasinon sähköposti osoitteista, mutta eivät vastaa ollenkaan. Aika törkeää

Dear Monttu,

Thank you for your messages and emails.

• Could you please confirm that your account remains active?
• Could you please provide your deposit history since June 12th? Kindly send it to my email katarina.d@casino.guru.
• How long have you been a player at this casino, please?

Looking forward to your reply,

Katarina

I replied to you by email. The account was only closed when I asked for my money back. I have often requested closure before this, but on 12.6 I clearly requested closure in capital letters, writing that it was due to a gaming problem, but it was not done despite the request and the next day on 13.6 I lost a large amount of money. Now they have not responded to emails for eight days, I have tried to send to many different addresses and get a response from them, but without success. They stopped responding immediately when I asked for the money deposited on 13.6 back, they have not complied with the responsible gambling principle.

Vastasin sähköpostilla sinulle. Tili suljettiin vasta, kun pyysin rahojani takaisin. Olen usein pyytänyt sulkemista ennen tätä, mutta 12.6 pyysin selvästi isolla kirjaimilla kirjoittaen, että peliongelman vuoksi sulkeminen, mutta sitä ei tehty pyynnöstä huolimatta ja menetin seuraavana päivänä 13.6 ison summan rahaa. Nyt he eivät enää ole kahdeksaan päivään vastannut sähköposteihin, olen yrittänyt moneen eri osoitteeseen lähettää ja saada heiltä vastausta, mutta tuloksetta. Lopettivat heti vastaamisen, kun pyysin 13.6 talletettuja rahoja takaisin, he eivät ole noudattaneet vastuullisen pelaamisen nojalla.

Dear Monttu,

thank you for your messages and email.

Do I understand correctly that your current account balance is zero?

Looking forward to your reply,

Katarina

Yes, my account is zero?

Kyllä tilini on nolla?

Dear Monttu,

thank you for your response.

After carefully reviewing your case and reading through your emails, I will have to be the bearer of a bad news. Since you requested self-exclusion on June 12th due to a gambling problem, and then proceeded with multiple deposits in the next 24 hours, I am afraid that those will be very hard to get back. The reason for that is that these requests are handled manually, and it can sometimes take more than a day to fully close your account. I realize this delay is frustrating, and I want to help you find a resolution by contacting the Curacao Gaming Control Board. They have better authority to assist you with your claims and may be able to expedite the process. I hope you find a swift resolution. Kindly contact them through their website https://www.gamingcontrolcuracao.org/contact.

I'm truly sorry to hear about the unpleasant experience you've had and that I am unable to help.

All the best,

Katarina