Platincasino - Pelaajan voitot on takavarikoitu.

Dear CasinoGuru Team,

I hereby file a complaint against Platincasino, as I have been denied €4,000 in funds that I have rightfully won.

Facts:

I've been a customer for many years (since 2023) and last night I played with my own funds (real money). My account balance was €4,000. No bonus was active at that time.

Previously, at 02:44 I had already requested a withdrawal of €3,600, but cancelled it at 03:03 in order to continue playing.

After reaching a balance of €4,000, I made another deposit of €100, which automatically granted me 200 free spins. These free spins resulted in a profit of only €4.

The casino then cancelled my entire payout of €4,000 and reduced my balance to €200.

Problem statement:

The casino is now treating my entire balance as if it were subject to the free spins bonus terms (max cashout rule), even though the €4,000 was already in my account as real money before the €4 bonus was activated. This "contamination" of a large real money balance by a minimal, retroactive bonus is disproportionate and constitutes a disadvantage for the player.

Demand:

I demand the reimbursement of the withheld €3,800 and the release of the entire €4,000 for payment.

Thank you very much for your support.

Sincerely,

Alabdhllah

Username: ****

​Sehr geehrtes CasinoGuru-Team,

​ich reiche hiermit eine Beschwerde gegen Platincasino ein, da mir rechtmäßig gewonnene Gelder in Höhe von 4.000 € verweigert wurden.

​Sachverhalt:

​Ich bin langjähriger Kunde (seit 2023) und habe letzte Nacht mit eigenem Guthaben (Echtgeld) gespielt. Mein Kontostand belief sich auf 4.000 €. Zu diesem Zeitpunkt war kein Bonus aktiv.

​Zuvor hatte ich bereits um 02:44 Uhr eine Auszahlung über 3.600 € beantragt, diese aber um 03:03 Uhr storniert, um weiterzuspielen.

​Nachdem ich den Stand von 4.000 € erreicht hatte, tätigte ich eine weitere Einzahlung von 100 €, durch die ich automatisch 200 Freispiele erhielt. Aus diesen Freispielen resultierte ein Gewinn von lediglich 4 €.

​Das Casino hat daraufhin meine gesamte Auszahlung von 4.000 € storniert und mein Guthaben auf 200 € gekürzt.

​Problemstellung:

Das Casino behandelt mein gesamtes Guthaben nun so, als unterläge es den Bonusbedingungen der Freispiele (Max-Cashout-Regel), obwohl die 4.000 € bereits vor der Aktivierung des 4 €-Bonus als Echtgeld auf meinem Konto waren. Diese "Infizierung" von hohem Echtgeld-Guthaben durch einen minimalen, nachträglichen Bonus ist unverhältnismäßig und stellt eine Benachteiligung des Spielers dar.

​Forderung:

Ich fordere die Wiedergutschrift der einbehaltenen 3.800 € und die Freigabe der gesamten 4.000 € zur Auszahlung.

​Vielen Dank für Ihre Unterstützung.

​Mit freundlichen Grüßen,

Alabdhllah

Username: ****

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share evidence of the timeline of events, such as your payout history and your bonus history, found in your player's account?
• Did your balance of 4000€ originate from real money play, or was any bonus wagering involved?
• Do I understand correctly that you had a payout of 4000€ waiting to be processed when you decided to deposit 100€?
• 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

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

Dear Abousaloh,

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.

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