Platincasino ES - Player’s winnings have been unfairly deducted.

I recently faced an issue with Platincasino where €4,752.03 was unfairly deducted from my winnings. Here’s the situation:

I received a €100 bonus and played with it, winning €1,692. This amount was converted into €250 of real money, as per their terms, which I fully understand.

I then played with the €250 real money (no longer tied to the bonus) and won €5,002.03.

However, when I requested a withdrawal, Platincasino deducted €4,752.03, claiming that €250 of my winnings was still linked to the bonus, which is incorrect because this amount had already been converted into real money.

Dear sacha1616,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced with Platincasino and the issue with the deduction from your winnings.

To better understand your situation and assist you in resolving the issue, could you please provide the following details?

• Could you forward your game history for the relevant period, specifically the games you played with the €100 bonus and the €250 of real money? This will help us verify the sequence of events and your wagering progress.
• Did you request the withdrawal immediately after completing the bonus wagering requirements, or was there a delay between completing the wagering and the withdrawal request?
• When you checked your account, what were the balances displayed? Could you confirm how much you saw in your real money balance, bonus money, and withdrawable balance at the time you requested the withdrawal?

Also, regarding the bonus terms, we would like to understand if the €250 amount you refer to had indeed been fully converted into real money after meeting the wagering requirements, as stated in the bonus terms. According to Platincasino's terms, any bonus money will be credited to your bonus account until the wagering requirements are met, at which point it should be converted into real money and reflected in your "My Balance" section. If you can provide any additional details on the conversion process and the balances shown in your account, it will help clarify the situation.

Your cooperation is crucial for us to proceed with this case. Without this additional information, we won’t be able to mediate effectively or verify the details of the situation with Platincasino. If you could also forward any relevant communication to petronela.k@casino.guru, it would greatly help us in assisting you.

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

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!