Platincasino ES - Player’s account has been closed without access to her winnings.

Hello! I recently made a deposit and won 400 euros. I sent in new bank account details because I no longer have the one I used for this casino. I also sent the necessary certificate of ownership and the ownership of the card I used to make the deposit. They are asking me to verify two cards that I no longer have because I have changed banks and these cards could be from years ago. I've explained it to them a thousand times, but they don't respond to my emails and have permanently blocked my casino account, preventing me from accessing it. They've taken 400 euros from me. I intend to file a complaint; these scams should not be allowed.

Dear Horus22,

Thank you very much for submitting your complaint.

I’m sorry to hear about the challenges you’ve faced with verifying your account and withdrawing your winnings. To better understand your situation and assist you effectively, could you please provide additional information regarding the following?

Deposit and Cards Used:

• Could you confirm the payment method and details of the card or account you used for the deposit that resulted in your €400 winnings?
• Have you provided any proof or evidence to the casino showing that the old cards are no longer in your possession (e.g., confirmation from your previous bank)?

Verification Process:

• Could you share any screenshots or copies of the verification requests sent by the casino?
• Did the casino provide any alternative methods for verifying your identity, given that the cards are no longer available?

Communication with the Casino:

• Could you forward any emails or chat conversations you’ve had with the casino, especially where you explained the situation regarding the unavailable cards?
• Have you received any formal notice explaining why your account was permanently blocked?

Your cooperation is essential for us to proceed with your case. Without further details and supporting documents, it will be challenging to effectively mediate with the casino on your behalf.

If you have relevant communications or documentation, please feel free to forward them to petronela.k@casino.guru for our review.

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

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Hello!!! The casino doesn't even answer me anymore, in the last deposit, I made it through Google pay, a card ending in 9678 which is really the 0017 card, which I have sent, a photo and certificate of ownership. Also ownership of the new ing account to which that card belongs, after a lot of searching on old cell phones I have been able to find proof of 2 of 3 of the cards they ask me for, one for the card contract and another a screenshot of the virtual card. I would be missing one that I can't find anymore, and I haven't had an account at that bank for several years. Despite the new documents I have sent, the casino doesn't even respond to my emails anymore, and my account remains permanently blocked.

The casino still hasn't responded, despite my having written to them again. My account remains permanently closed.

Dear Horus22,

If you have relevant communications or documentation, please feel free to forward them to petronela.k@casino.guru for our review.

Thank you.

Dear Horus22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.