Platincasino ES - Player's account is closed without explanation.

Let me explain briefly. I played at Platino Casino, now called Fuego Casino, with my account verified and functioning normally, until today, November 10, 2026. I accepted a bonus of 10 free spins, played them, and won a negligible amount of between 3 and 5 euros (I don't remember exactly, but I can't see or prove it because they've blocked all my access to the site). After playing with that amount and needing to reach around €2000 in winnings, I managed to do so and converted it into the maximum amount I could withdraw, €20. They took the rest from the €4000 I had won up to that point. Okay, they left me the €20, I played it, and withdrew another €2000. As far as I could see, the machine kept adding bonus games... until they kicked me off the website. I tried to log back in and found this.

And when I try to log in, I contact the help department, and they tell me they have no record of my account and that I should send my login details to access the website again. I explain everything, and they still say they have no record of my account and that I need further assistance, just like that! And that if I have a complaint, I should file one. Now how can I file a complaint if all my game and transaction records are blocked from me? It seems to me that this is all a scam to get you to deposit a lot of money, and then when it's time to pay out, they wipe you clean as if you never existed.

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Dear Mjsanchez,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Did Casino communicate with you the reason of blocking your account?
• Had you completed KYC verification before you lost access to the account?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.