Platinum Casino refuses payout

Hello everyone,

I have a question about a problem with an online casino (Curaçao license) and would like to hear your assessment or experience.

I recently deposited €500 but didn't play. Shortly after the deposit, I contacted support and requested a cancellation or refund. I was initially informed that a refund would be possible after the deposit was processed and KYC verification was successful.

I then went through the entire verification process (ID card, selfie with document, proof of address, etc.). My identity was therefore fully checked and confirmed.

However, after the verification process was completed, my account was blocked on the grounds that incorrect or incomplete personal information had allegedly been provided during registration (specifically, only abbreviated first name/last name - i.e., only the initial letter of each). At the same time, any existing winnings were cancelled.

But the important thing is:

The deposit was not lost.

The identity has been fully verified.

All other data (email, phone number, address, date of birth) was correct and clearly attributable to me.

Support had previously promised a refund of the deposit after verification.

Now the casino is refusing to refund the deposit (€500).

I looked at the licensing terms of the Curaçao Gaming Authority and it states that they do not treat complaints as an arbitration body for individual cases and do not decide individual disputes, but they can apparently take action in case of possible violations of the license if patterns emerge.

My questions for you would be:

Has anyone ever had a similar experience (deposit not played, but retained due to KYC/account details)?

How realistic is a refund via a license complaint or payment provider (chargeback)?

Is it common for casinos to cite "incorrect registration data" in such cases?

Which steps actually worked for you?

Thank you in advance for any assessment.

Hello, I must admit this is not the usual kind of complaining I'm used to reading; it combines a unique variety of factors, I'd say. Based on my experiences, deposits usualy really cannot be returned directly, but mostly it's about unfulfilled wagering requirements. In this case it does not seem to be the problem, good.

Instead the casino promissed returning the deposit upon completed KYC, ok - this makes sense, but I personally have no idea whether this is covered by licensing requirements; it could be necessary based on associated rules in the TaC. In such a situation, I guess it would be tricky to dispute that.

Now comes the real problem, if you ask me: the account probably failed to pass the KYC. And that's basically the most important and most perplexing part. So, just to be certain about this point, did I understand correctly that for some reason you did not pass the KYC, please? To me, it seems that the previous info about completed KYC has changed into " incorrect or incomplete personal information had allegedly been provided during registration," which is kind of a similar result to failed KYC, I reckon. In those cases, casinos really void the entire balance, which includes both the deposit and winnings.

As I said, I may have gotten it completely wrong, so if you find any mistakes, I would appreciate it if you could correct them. Usually, the last decision repels the previous and results in final action. I guess it could be the case here.

Can you perhaps share the casino link, please? It's always better to know more about the casino in question.