Home Complaints Platin Casino - Player’s account has been blocked.

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Platin Casino - Player’s account has been blocked.

Platin Casino
8.9/10 Very Good reputation
Submitted: 10 Jun 2021 | Case opened
Current status

Waiting for player to reply

3d 13h 46m 0s

Case summary

7 days ago - 11 Jun 2021

The player from Germany had her account blocked without further explanation.

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My account was simply deactivated and I don't know warm, neither the chat can help me and I don't get an answer from the support either. Everything was successfully verified for me. Deposits and withdrawals worked smoothly. Could it be that you deactivated it because I won more than I deposited? I ask for help lg Ariane

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Dear Ariane,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have withdrawn successfully funds from this casino in the past? Could you please advise how long ago you have registered your account and if there’s any active balance being held by the casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela


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Hello there is no credit and the player account has existed since December 2020, everything has been verified and account data and ID documents have been approved. I was also able to deposit successfully and withdraw winnings. Now I wanted to log in again because I received the message that my account is deactivated without a reason lg Ariane

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Thank you, Ariane, for your reply. I have checked the terms and conditions, and this is what I found https://www.platincasino.com/en/support/terms-and-conditions.html:


"Red Rhino may, at its own discretion and without having to provide any justification, refuse to open an account or close an existing account. However, all contractual obligations already made will be honoured and all funds held in such account at the time of closure will be refunded."


We could contact the casino and ask the reason why your account has been closed, however, I do not believe that the casino's decision could be changed and your account reinstated. Since your winnings have been paid out in full in the past and there are no funds being held by the casino, I’m afraid, there’s not much we can do for you in this matter. Please, let me know how you'd like to proceed with this case.

Ariane has 3d 13h 46m 0s to reply