The player from Germany had accidentally registered with incorrect name information and promptly informed support while uploading their real ID for verification. Despite this, the casino deactivated the account, stopped responding to emails, and withheld the player's €300 deposit and €1,500 winnings. The Complaints Team attempted to gather more information and requested communication from the player but received no response. Consequently, the complaint was closed due to lack of cooperation, though the player could reopen it in the future if they resumed contact.
Platinumslots Casino - Player’s account has been closed unfairly.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Platinumslots Casino
Safety Index 6.9 Above averageCase summary
Discussion
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3 weeks ago
Translation
I accidentally registered with incorrect name information. As soon as I realized my mistake, I immediately and transparently informed support and uploaded my real ID for verification. The casino then immediately deactivated my account, is no longer responding to my emails, and is keeping my deposited money (€300) and the resulting winnings of €1,500. I demand at least a refund of my initial deposit!
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platinumslots Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Could you please explain in detail what the discrepancy between your name and the information given upon registration is?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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2 weeks ago
Thanks for the explanation.
- Did the pop-up ask for your name and family name only?
- Have you deposited for the first time in the casino without any personal information being entered in your profile?
Please let me know.
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1 week ago
Dear Maggo,
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.
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3 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
