Platinumslots Casino - Player's funds have been confiscated.

Hello,

I would like to ask for assistance regarding my account at PlatinumSlots Casino.

I recently made several deposits at PlatinumSlots, totaling approximately €5,000. My last deposit was €4,000, and I received a 50% welcome bonus of €2,000.

After playing and completing the required wagering, my balance was approximately €5,600.

Later, a separate €10,000 tournament prize from the Pragmatic Play "Play & Win – June Win Hunt" tournament was credited to my account, bringing my total balance to approximately €15,639.

I then requested a withdrawal of €1,000, which was cancelled because account verification was required. I submitted the requested documents, and my account was successfully verified.

After verification, I requested a withdrawal of €2,000, which I received in my bank account.

However, after this withdrawal, my account balance was reduced to only €3,000. Based on my previous balance of approximately €15,639, after receiving the €2,000 withdrawal, I expected my remaining balance to be approximately €13,639.

I contacted PlatinumSlots support, and they replied that the winnings came from the 3rd Welcome Bonus and were therefore limited by the €5,000 max cashout rule.

However, I respectfully disagree with this explanation. My balance did not consist only of welcome bonus winnings. It also included a separate €10,000 Pragmatic Play tournament prize, credited separately to my account.

In my understanding, the welcome bonus max cashout should apply to bonus-related winnings after the wagering requirements are completed. The separate Pragmatic Play tournament prize should not be treated as welcome bonus winnings, especially as it was credited separately and had no wagering requirement.

I believe PlatinumSlots may have incorrectly included the €10,000 Pragmatic Play tournament prize in the welcome bonus max cashout calculation.

I kindly ask Casino Guru to review this case and ask PlatinumSlots to verify whether the separate €10,000 Pragmatic Play tournament prize was correctly included in the welcome bonus max cashout calculation.

If the tournament prize was wrongly included, I kindly ask that PlatinumSlots restore the wrongly removed amount to my account.

Disputed amount: approximately €10,639

Kind regards,

Bricefox

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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.

• Have you participated in the tournament during the wagering of the bonus?
• Would you be able to share any information about the rules of the tournament you participated in?
• Send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas