The player from North Rhine-Westphalia had requested a permanent closure of his account due to lack of enjoyment. Despite his requests, the casino had suggested alternative options and delayed the closure, leading the player to deposit approximately 500 Euros. We had sought to understand if the player had utilized the casino's tools or requested self-exclusion, inquired if he had asked for a refund, and whether his account was still accessible. However, the player did not respond to any of our queries. As a result, without any additional information to proceed with the investigation, we had no option but to reject the complaint.
Platincasino - Delay in player's account closure leads to unwanted losses.
Amount: €500
Platincasino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Translation
I requested to permanently close my account as I was no longer having fun at this casino.
I received a message on April 9th asking why I didn't want to play there anymore and suggesting alternate options such as a cooldown/deposit limit, etc. I responded the same day, stating that I was no longer having fun and that I would like my account to be permanently closed.
Today I received the same message asking why I want my account closed and suggesting that I could set a cooldown/deposit limit. Since my account still was not locked, I ended up depositing about 500 Euros.
I don't think this is fair. I feel like they're purposely delaying the closure of my account in order to tempt me to deposit and, as in my case, lose more money.
Automatic translation:
Public
Public
8 months ago
Dear Mrfleck,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances
(after the cooling off period and this cannot be done for players who are addicted/with gambling problem).
- Have you taken advantage of the tools the casino offered to you, or have you requested a self-exclusion?
- Have you requested a refund of your lost funds? With what result?
- Is your casino account currently accessible to you?
Thank you very much in advance.
Best regards,
Tomas
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