[RESOLVED] Palmslots.com unfair rollover terms.

Luckii

Luckii

New member
Just wanted to share an experience that I had with Palmslots recently that really feels unjust to me. I've played there before and made a couple small withdrawals. Couple days ago they gave me an offer for 125% bonus, which I redeemed with 50€. I went trough the whole wagering (40x) and ended up with 560€.

I started a withdrawal on the early morning of the 25th and yesterday afternoon I got a message that my withdrawal was cancelled due to insufficient rollover. I asked the support and they told me that every deposit has to be wagered at least 5 times before withdrawal. Now call me crazy but I feel that its quite unjust that after completing a 40x wagering I should not need to wager my deposit again, and 5 times even. I was lucky yes, and won a bit more and made a 650€ withdrawal (which is still pending after 24 hours) but imagine going trough all of wagering and then losing your balance because of the 5x wagering rule. Seems a bit unjust to me.

 
Cheers @Luckii I'll let them know and see what can be done, usually deposit rollovers you will find at any casino - it's to prevent money laundering, 5x seems a bit high though - normally in the range 1-3 times.

 
Luckii said:
Just wanted to share an experience that I had with Palmslots recently that really feels unjust to me. I've played there before and made a couple small withdrawals. Couple days ago they gave me an offer for 125% bonus, which I redeemed with 50€. I went trough the whole wagering (40x) and ended up with 560€.

I started a withdrawal on the early morning of the 25th and yesterday afternoon I got a message that my withdrawal was cancelled due to insufficient rollover. I asked the support and they told me that every deposit has to be wagered at least 5 times before withdrawal. Now call me crazy but I feel that its quite unjust that after completing a 40x wagering I should not need to wager my deposit again, and 5 times even. I was lucky yes, and won a bit more and made a 650€ withdrawal (which is still pending after 24 hours) but imagine going trough all of wagering and then losing your balance because of the 5x wagering rule. Seems a bit unjust to me.
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I share your disagreement. Is this written down somewhere in their rules? Or does it come as a surprise as usual?

 
OliverCooper said:
I share your disagreement. Is this written down somewhere in their rules? Or does it come as a surprise as usual?
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It is stated in the terms and conditions, and as Skylined pointed out I understand it's meant for anti money-laundering purposes, however I do feel that since the bonus I used was sticky, meaning there was no separate real money and bonus funds, the wagering I did for the bonus should count as wagering of my deposit.

 
Hello Luckii,

On behalf of PalmSlots Casino, we're unfortunate to hear about your experience. 
Could you please provide your username/account ID , so we can further examine the case ?

Best Regards,
PalmSlots Support

 
I confirm that the user "PalmSlotsCasino" is an official representative of PalmSlots. They'll receive a representative badge soon. 

Please do not disclose details on the public forum @Luckii, reach out to them via PM. 

 
Luckii said:
PM sent.
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Dear Luckii,

Thank you for sharing this information with us! Rest assured, our team is currently reviewing your case and we will provide you with an update at the earliest opportunity.

We appreciate your patience. 

Best regards,
PalmSlots Support 

 
Update on the situation, my withdrawal that I made after my first one that was cancelled due to the insufficient rollover is still pending after over 48 hours, no update by email, from the PalmSlots rep or from PalmSlots customer support. 

 
Luckii said:
Withdrawal still pending and no contact from PalmSlots after I sent them the PM 9 hours ago.
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Dear Luckii,

We want to inform you that your pending withdrawal request was successfully processed from our end on the 28th of March. Please bear in-mind that the transfer is currently in the hands of our payment provider and it may take a few business days to reflect in your chosen payment method.

Your patience during this process is greatly appreciated. Should you encounter any delays or issues with the credited amount or have further questions about your wagering, please do not hesitate to reach out to us again. We are here to assist you in any way we can.

Best regards,
PalmSlots Support

 
PalmSlotsCasino said:
Dear Luckii,

We want to inform you that your pending withdrawal request was successfully processed from our end on the 28th of March. Please bear in-mind that the transfer is currently in the hands of our payment provider and it may take a few business days to reflect in your chosen payment method.

Your patience during this process is greatly appreciated. Should you encounter any delays or issues with the credited amount or have further questions about your wagering, please do not hesitate to reach out to us again. We are here to assist you in any way we can.

Best regards,
PalmSlots Support
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Thank you, I can confirm that the withdrawal has been approved from PalmSlots side.

 
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