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This casino refuses to close my account, ignoring my emails and blocking on live chat!

Dear sfera345i,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for the account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the general terms and conditions, and this is what I found (here):

"8. Player Self Protection Mechanisms

8.1. A player may send an email to the Customer Support Department support@palmslots.com  requesting NewEra BV to:

• set a limit on the amount the player may wager within a specified period of time

• set a limit on the amount the player may lose within a specified period of time

• set a limit on the amount of time the player may play during any one session.

• set a limit on self-exclusion time

• set limit on the time spent on the site

8.2. We realize that for some customers gambling might become a serious problem. For such customers, we offer a self-exclusion option for a definite or indefinite period of time, as per the customer's request. If you would like to self-exclude yourself, please contact us on support@palmslots.com specifying the terms of your desired exclusion. If you would like to amend the terms of exclusion, a subsequent request needs to be sent to the same email. More restrictive limits requested will be implemented immediately, while less restrictive or revoking of limits will only be put into place after a 7-day cooling period."

Is this the email address that you have sent your email to?

support@palmslots.com

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

Best regards,

Petronela

Hello. They finally closed my account after several attempts to them on live chat! Was horrible experience! They ignored my emails from Thursday! Thank you for reply! I would not trust that website!

Thank you, sfera345i, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Hello

Sure thank you for caring and solving the problem. You can close complain now

Regards Vera

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, sfera345i, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru