Platincasino - Pelaajan saldo takavarikoidaan tilin sulkemisen vuoksi.

I am submitting this complaint regarding PlatinCasino / Latiform B.V. and the confiscation of my remaining balance of approximately €572.

The casino closed my account after alleging that I had created more than one player account. I do not dispute that PlatinCasino’s Terms and Conditions contain a rule allowing only one personal account. However, I dispute the confiscation of my entire remaining balance in the specific circumstances of my case.

I am not aware of knowingly operating two active PlatinCasino accounts.

If another account associated with me does exist, it would have to be an old account that I no longer remember. To the best of my knowledge, I did not intentionally use multiple accounts simultaneously, claim the same bonus or promotion more than once, or create another account in order to obtain an unfair advantage.

Since 19 August 2026, I have repeatedly asked PlatinCasino to provide basic factual information concerning the alleged duplicate account.

In particular, I asked the casino to clarify:

when the alleged duplicate account was created;

when it was last used;

whether the alleged duplicate account and my current account were active at the same time;

whether I allegedly claimed the same bonus or promotion through more than one account;

the factual basis on which the accounts were linked to me;

how the approximately €572 balance was connected to the alleged duplicate account or alleged breach; and

how the confiscated €572 balance was composed, including any deposits, winnings and bonus funds.

PlatinCasino has not answered these questions.

Instead, I repeatedly received essentially the same response stating that multiple accounts are prohibited, that my account had been permanently closed and that the remaining balance had been forfeited.

On 17 September 2026, PlatinCasino finally referred specifically to the following provision of its Terms and Conditions:

"Each player is allowed to create only one (1) personal account. Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player."

However, PlatinCasino still did not provide any factual information regarding the alleged second account or explain the individual circumstances that led it to confiscate the entire approximately €572 balance.

The casino has now expressly instructed me to submit the dispute to Casino Guru, describing Casino Guru as its ADR for complaints.

I am therefore asking Casino Guru to independently review the matter.

I fully understand that creating and actively operating multiple accounts may constitute a breach of casino rules. My complaint is not based on the argument that such rules do not exist.

The issue is that PlatinCasino has confiscated approximately €572 solely by referring to the general multiple-account rule while refusing to provide any information that would allow me to understand or verify the alleged breach.

If PlatinCasino has evidence showing that I deliberately operated several accounts at the same time, used multiple accounts to claim bonuses repeatedly, or otherwise obtained an unfair advantage, I would ask the casino to provide the relevant evidence to Casino Guru for independent review.

Conversely, if the alleged duplicate account is merely an old and inactive account that was not used simultaneously with my current account and there was no duplicate bonus abuse or other unfair activity, I ask that this circumstance be taken into account when assessing whether confiscation of the entire approximately €572 balance was justified.

I am not requesting that my casino account be reopened.

My requested resolution is payment of the approximately €572 remaining balance.

Alternatively, if PlatinCasino maintains that some or all of the balance may legitimately be forfeited, I ask that it provide Casino Guru with evidence of the alleged duplicate-account activity and a clear explanation of how the €572 balance was affected by that activity.

I can provide the complete email correspondence with PlatinCasino from 19 August 2026 through 17 September 2026, including my repeated requests for clarification and the casino’s responses.

Thank you for reviewing my complaint.

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.

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.

• When did you create the account that the casino recently closed, and how did you register it?
• Have you ever previously registered or played at PlatinCasino using another email address, telephone number, or different personal details? If so, approximately when did you create that account, did you make any deposits or play on it, and why did you stop using it?
• Has anyone else in your household registered or played at this casino using the same device, internet connection, address, or payment method as you?
• Did you claim any bonuses on your recently closed account or on the possible older account? If so, please specify which bonuses you used.
• What games did you play to accumulate the €572 balance?
• Was your recently closed account successfully verified before the casino cancelled your withdrawal?

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