The player from Austria had experienced account closure due to accusations of being underage, despite having provided verification. This had impeded his ability to withdraw his winnings. The player clarified that he had opened the account when he was underage but didn't deposit or play until he was of legal age. The casino confirmed that the player had been underage at the time of registration but was of legal age when he deposited and won. Despite the player's arguments, the casino insisted that the registration itself had been a breach of their terms and conditions. We suggested that since the player hadn't played or deposited while underage, he should receive a refund of his deposits. The casino agreed and refunded the player's total deposits. The complaint was resolved when the player confirmed receiving the refund even though he played the funds down to zero.
Platincasino - Casino claims player is underage, resulting in account closure.
Amount: €1,800
Platincasino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello, I have locked myself out and have completed my verification. I've sent everything the casino requires.
I am of legal age, which can be clearly seen in my passport. However, I've been accused of being underage and that they have closed my account.
I had 1800 euros in my account and I intended to cash it out tomorrow. However, they have now written me a message saying I'm underage despite the fact that I was born on 29/10/2004.
This is such an outrage. I need that money as I have debts to pay.
Dear mihaelstnc,
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. Could you please advise when exactly you created an account at this casino? Have you accumulated your winnings with or without an active bonus?
Additionally, forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
I just emailed them everything.
I played without a bonus. And you don't even want to send me the deposited money, so I don't have access to any money even though I have exactly €1,800.50 in my account that I wanted to pay out...
Best regards
Mihael S***
Thank you very much, mihaelstnc, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
I emailed Kristina everything. She received all relevant data via her email.
Hi mihaelstnc,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Platincasino to join the conversation and contribute to the resolution of this complaint.
I deposited €700 in total. But after a long discussion with the casino, I have only received €250 back, which means I am missing the remaining €1550 in casino winnings that I earned and won.
The casino told me that my last deposit was €250 and that they only have to refund that. I explained everything to the casino exactly how miserable my life is right now and the casino just doesn't care and continues to ignore me even though they just TOOK ALL MY HARD-EARNED GDLD AWAY.
Best regards...
Hi,
we have investigated this case and while the player is meanwhile over 18, at the time of registration he was underage.
His registration took place on December 2nd 2021 at which time he was still underage. His first deposit and verification happened September 2023.
Soon as we got note about this we've closed his account, informed the player and refunded his last deposit - in compliance with MGA regulations.
Please check his date of birth and you can confirm he was clearly underage when registering his account at Platin which had been a serious breach of our T+Cs and safe gambling guidelines.
PlatinCasino is taking safe gambling measurements very seriously so there can't be any goodwill in this case from our side.
Regards,
Platin Casino
How can I type it into your online casino page that I was born on October 29th, 2004, that's impossible if I had done it earlier, so what you're saying is total nonsense!
The website doesn't allow me to register as a minor, so I entered my correct date and didn't cause any problems. And my last deposit was 500 euros not 250 euros. impudence.
Hi all,
Thank you for your replies.
Dear Platin Casino team,
Let me sum up the information and ask you some additional questions:
- When the player opened his account, he was underage (17 years and 1 month) but since he didn't go through the verification process, his age wasn't verified.
- When he made the first deposit and hit the winnings, he was 18 years and 10 months old, correct?
- Was there any gameplay in the casino while he was underage? Did he make any winnings?
- How many deposits did he make and how much was the last one?
Dear Casino Guru Team,
I opened my account when I was 17 but didn't verify or deposit or do anything with the account. It wasn't until I turned 18 that I did everything. What I have to mention in my account is that I am 18 years old and that my birthday IS completely correct.
So I didn't do anything wrong in my opinion.
Deposits total €650 or €750 and winnings €1800.50.
Best regards
Hi Peter,
to answer your questions
- Correct, he didn't go through verification so our system got no alert about him being under age (17 and 1 month)
- When first depositing he was 18 and 10 months, correct
- There was no gameplay or any winnings prior to September 23
- Total Deposits 650 EUR, last deposit 250 EUR
Just to be clear, even he didn't play, deposit or verify himself before turning 18, he signed up to our Casino underage and we can't allow underage players to use our platform in any case or circumstance.
Soon as we got notice about this we closed his account and froze all winnings.
Regards,
Platin Casino
Dear Peter,
I did not use the site or do anything where I was underage. I didn't use anything, I just wanted to see what games PlatinCasino had and which ones I could try out later.
In my opinion I didn't do anything wrong. I didn't deposit or play while I was underage, my account was just open at that time and nothing more. I didn't even confirm my email. So I didn't really do anything wrong. I hope I can get the money because I am in an emergency situation where I need the money.
I won the money with luck and now nothing will be paid out to me.
Best regards
Hi all,
Thank you for your replies.
Dear mihaelstnc,
I've looked at the registration form in the casino and in order to proceed you have to tick a checkbox stating that you are 18 years old (see screenshot). I'm afraid if you ticked this checkbox, you broke the casino's T&Cs and therefore you are not eligible for the winnings. However, we believe you should get all your deposits back.
Dear Platin Casino team,
Since the reason for the cancellation of winnings was "underage play" we are convinced that the player should get all their deposits back. If underage players can't win in casinos because it's against the law, the casino shouldn't keep their money.
Yes thanks, hopefully the casino will send me all my deposited money...
Hi Peter,
we have checked again and I can confirm we'll credit the remaining 400 EURO to the player. So his Total Deposits in our Casino have been refunded by us.
Once mihaelstnc has confirmed receival we consider this complaint as closed.
Thank you CasinoGuru for your assistance in this case.
Regards,
Platin Casino
Thank you Casino Guru for helping me get some of my money back, without your help I wouldn't get a cent back. It's stressful not to get all the money I won, but what can you do? Thanks again. Without your help I wouldn't be able to get the money.
I'll let you know when I get the money.
Best regards
Thank you Platin Casino team for returning the deposits.
Dear mihaelstnc,
I am convinced that no casino would be even able to legally pay you your winnings without having problems with the law in this situation. When you receive your refund, we will close the complaint as resolved.
Unfortunately I lost it again😭
Best regards
Hi mihaelstnc,
Thank you for the update. Sorry to hear you lost the funds again. I'm afraid I can't help you with that one. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
