The player from Germany had his account blocked by Platincasino and requested a list of his payment transactions. He needed this information for legal action that was pending. Despite multiple attempts, his requests were ignored. The player confirmed that he had passed the KYC verification and insisted on receiving a transaction list from his registration date to that point. We informed the player that we were unable to handle complaints related to GDPR issues and advised him to contact the appropriate authorities.
Platincasino - Player demands his transaction history from the casino.
Amount: €1,550
Platincasino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
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10 months ago
Translation
Hello Casino-Guru team,
I am contacting you because Platincasino is not responding to my emails or chat requests.
This seems to be the case based on the complaints from other players in this forum.
My emails are completely ignored, and when I manage to connect with someone in the chat, they are unable to view my emails or provide any significant assistance.
I have been a gambling addict for 12 years (with six-figure losses) and my account was blocked during the issuance of the Curacao license. Additionally, I am blacklisted by Oasis (a cross-provider barrier system) and should not have been permitted to deposit funds with this operator. I am also banned from all Hollycorn-NV operators, of which Latiform BV is a subsidiary.
On December 19, 2023, I emailed Platincasino requesting my account be blocked because of my gambling addiction. I had also requested the same when they were operating under a different license.
Furthermore, I have requested a transaction list of my deposits and withdrawals.
Earlier on December 15, I contacted customer service via email regarding a bonus offer but received no response.
After receiving no response and losing 1550 euros in 2-3 days, I reached out to a chat representative who finally blocked my account.
Why are my email requests being ignored?
All I am asking now is for a transaction list of my deposits and withdrawals to be emailed to me so that I can file a lawsuit against Platincasino.
Please urge Platincasino to send me a transaction list of my payments in accordance with data protection law (GDPR).
I have tried this, but to no avail.
My lawyer needs this information to proceed with the lawsuit against Platincasino.
I can provide multiple proofs regarding my player restriction and the various emails I've sent to customer service, but it won't matter since Platincasino will likely refuse to refund my losses.
Therefore, I would like to resolve this legally.
Could you please request Platincasino to send me a payment transaction file?
Thank you so much!
Automatic translation:
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10 months ago
Dear gamblingaddict1994,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Platincasino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do you wish to obtain your list of deposits and withdrawals made after December 19, when you requested to be self-excluded from the casino?
Could you please forward me the email you sent to the casino on December 19 with your account closure request?
Could you please confirm if you passed the KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Translation
I have passed the KYC verification and am verified and I would like to receive a transaction list issued from the registration date to today's date.
Also, I have to correct myself.
The email went out on December 22nd and I have not yet received a response regarding this.
I sent an email on December 19th regarding a bonus request due to my losses within 2-3 days, which was also not answered.
Can I forward the email to one of your email addresses?
There is sensitive data in there.
I am currently suing other betting providers who do not have a German license and there is a judgment with my data in the email.
Automatic translation:
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10 months ago
Of course, please forward any e-mails, screenshots, and any other communication relevant to the case to veronika.l@casino.guru. Thank you in advance.
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10 months ago
Translation
I have now forwarded it to you.
As I said, I can write more about this now, also because of the self-ban and everything, but I'd rather clarify this through legal action.
It is only important to me that my email from December 22nd is responded to and the transaction list is sent.
They are obliged to do this according to the GDPR.
Automatic translation:
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10 months ago
Unfortunately, we are unable to handle complaints related to GDPR issues. If you wish to pursue your case, we recommend that you contact the appropriate authorities instead of contacting Casino.Guru. While we always strive to assist players who have been affected by unfair casino practices, GDPR laws are beyond our area of expertise.
