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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

Hello Tomas,

Thank you for your message and for your assistance.

Regarding the tournament participation, I participated in the Pragmatic Play "Play & Win – June Win Hunt" tournament while playing on PlatinumSlots. My tournament participation was part of my overall activity on the casino. I had made several deposits, and the casino interface does not allow me to determine precisely how each individual bet was counted toward the tournament score.

After completing the bonus wagering requirements, my balance was more than €6,000 in real money. I then continued playing with my real money balance and lost part of it, bringing the balance down to approximately €5,600. Later on, the tournament prize of 10.000 euros was credited to my account. After the prize was credited, my balance became approximately €15,639.

In my understanding, if a max cashout rule applies to bonus winnings, it is normally applied when the wagering requirements are completed and the bonus balance is converted into real money. In my case, the balance had already been converted into real money before the prize was credited. This is why I respectfully question why this tournament prize was included in the bonus max cashout calculation.

Regarding the tournament rules, I do not have the full written terms; it was inside Games participating in the tournament. However, I have screenshots showing the tournament name, my score, my Rank 1, the €10,000 first-place prize, the €30,000 prize pool, and the €0.40 minimum bet.

PlatinumSlots later applied the €5,000 max cashout rule linked to the Bonus and reduced my balance. I respectfully disagree with this because the balance also included a €10,000 Pragmatic Play tournament prize, not only welcome bonus winnings.

I kindly ask Casino Guru to request PlatinumSlots and/or the provider to clarify why this tournament prize was treated as bonus winnings and included in the max cashout calculation.

I have attached the tournament screenshots and PlatinumSlots’ email response as evidence.

If PlatinumSlots cannot show that the Pragmatic Play tournament prize was validly subject to the welcome bonus max cashout rule, I respectfully ask that the removed amount be restored to my account.

Best regards,

Bricefox

Dear bricefox,

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, Matej (matej.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,

Tomas

Hello bricefox, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Platinumslots Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings were mixed and how was the cap calculated? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hello dear player and casino guru representative.

Thank you for bringing this matter to our attention.

We would like to acknowledge your complaint and assure you that we are still reviewing the case in detail, including the application of the maximum cashout and the separately credited tournament winnings.

We appreciate your patience while we complete our investigation and will provide a further update as soon as we have all the necessary information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.