The player from Germany faced an issue with Platinumslotscasino regarding a withdrawal of €1,300, which was canceled and reduced to his deposit amount due to a stated human error/system error. He had successfully met the wagering requirements for a 110% bonus but believed the error lay with the casino, as he had received and utilized the bonus offer without prior notification of being ineligible. The complaint was resolved after communication with the casino and review of the situation, with the player marking the complaint as resolved. It was noted that winnings from faulty game rounds could not be legally demanded, but legitimate wins should not have been voided.
Platinumslots Casino - Player’s withdrawal has been reduced unfairly.
Resolved
Our verdict
Case closed
Amount: €1,300
Platinumslots Casino
Safety Index 6.9 Above averageCase summary
Discussion
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2 months ago
Translation
Hello Casino Guru Team,
I need your help again with a problem at Platinumslotscasino.
Yesterday (April 18, 2026), I made a deposit with a 110% bonus, which I received via email. The maximum withdrawal limit for the bonus is €2,000. I successfully met the wagering requirements for the bonus and requested a withdrawal of €1,300. This was canceled the following day and reduced to my deposit amount. The reason given was a human error/system error, and that I should not have received the bonus in the first place.
I receive bonus offers from Platinumslots several times a week and I have never received a notification that I am not authorized to use bonus offers.
I play at the casino frequently and I'm verified. The previous withdrawal (about 3 months ago) went perfectly.
I have attached the bonus offer and further information/evidence. I did nothing wrong in this regard, as I personally received and used the bonus offer. The error lies with the casino, so the reduction of the balance is unlawful.
Request for assistance.
Thank you in advance for your
Website and help section.
Best regards
Pawel
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2 months 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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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Did you experience any technical issues while activating the bonus, or was it credited to your account successfully after entering the promo code?
- When exactly did you activate this bonus?
- What types of games did you play while the bonus was active?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
TranslationHello Veronika,
Thank you very much for your questions and help.
1. There were no problems; I used the bonus code and it was displayed in the preview. After the deposit, it was automatically credited.
2. 17.04.2026 17:56
3. Many different game providers such as Hacksaw Gaming, Pragmatic, etc. All games I played could be played with the active bonus.
Thank you very much. I look forward to your feedback.
Regards, Pawel
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2 months ago
Dear Pawelss
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
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2 months ago
Hello Pawelss,
I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.
Best regards
Martin
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2 months ago
TranslationHi Martin,
Thank you very much for your help and the quick response.
Best regards
Pawel
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2 months ago
TranslationHi Martin,
Platincasino just contacted me.
According to the statement, there were technical problems with the provider Magic, and that's why my winnings were cancelled.
Previously I was told I wasn't allowed to receive bonuses, and now there's another excuse.
I have played several games from the studio Magic and
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2 months ago
TranslationExcuse me, I accidentally pressed send, and the development studio is called Amatic, not Magic.
I played several games by the developer Amatic and they all worked without any problems. Wins were relatively normal.
I've also played many other games, such as those from the provider Pragmatic Play, Hacksaw, Backseat, etc., and now they want to grant me a bonus of €170 as a gesture of goodwill, with a maximum win of €170. To me, that's a bad joke; I've already requested a withdrawal of €1300.
I will forward the message I have written here to the casino verbatim.
Below I have included the message from the casino.
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2 months ago
Dear Pawelss,
thank you for keeping us updated, please let us know if any dew developments arise.
Currently, we are in the process of creating an official representative account for the casino, we have already established contact.
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2 months ago
TranslationHi Martin,
Thank you very much for the quick response.
If I hear anything, I'll get back to you.
Thanks!
Regards, Pawel
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Sensitive attachment
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2 months ago
TranslationHi Martin,
That's the casino's response, with proof from Amatic. What do you think, do we have a chance of legally demanding the €1300?
I trust her experience.
Regards, Pawel
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2 months ago
Hello Pawelss,
thank you for your message. At this point, we will continue to wait for the casino's response. As for your winnings, if they were all achieved by a faulty Amatic game round, we will be unable to request them back. However, if you have made wins during regular play, it seems those should not be voided.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Pawelss,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Martin
