The player from Germany 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 is withholding the player's €300 deposit and €1,500 winnings.
Platinumslots Casino - Player’s account has been closed unfairly.
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Current status
Waiting for Casino Guru to reply
6d 16h 57m 21s
Platinumslots Casino
Safety Index 6.9 Above averageCase summary
Discussion
Public
Public
3 days 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:
Public
Public
9 hours 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.
Public
Public
9 hours 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
