The player from Germany has requested the account closure due to a gambling problem several years ago. Recently, he succeeded in opening a new account. We ended up rejecting the complaint because it was not justified.
Platincasino - Player is requesting a refund.
Amount: €5,343
Platincasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Dear Lolo777,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.
Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for account closure back in 2014? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be closed and clearly stated the reason why?
I’m fully aware that it’s been almost seven years, but any supporting evidence would be extremely helpful if we wish to proceed with this case.
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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3 years ago
Hello Lolo777,
Thank you very much for forwarding all the relevant screenshots. Could you please advise if you have informed the casino about your name change when opening the second account? If you have used different email address and different last name, there are not many other features or aspects to be compared to when checking for multiple accounts. Additionally, the majority of casinos checks for duplicated accounts during the security checks when a withdrawal is requested only, not when an account is created. Could you please advise if you have used the same IP address with both accounts?
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3 years ago
Translation
Hello, I logged into the second account as normal with the new last name. I also used the same IP because I still live at the same address. I have already paid out money via the new account. In principle, all data is the same for both accounts, except for the cash on delivery and the email address.
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3 years ago
Thank you very much, Lolo777, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hi Lorenzo,
I'm taking over your complaint. The email on the screenshot says that you "closed your account again" and if you wanted to close it due to a gambling problem you should have asked for a permanent self-exclusion. Do you have your original self-exclusion request? Please forward it to my email address: peter.m@casino.guru.
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3 years ago
Translation
Hi Peter,
I don't have a lot of information about my old account anymore, the support of Platincasino would have to get in touch here. At that time, however, as the email shows, I asked for a permanent block because I unfortunately no longer had myself under control while playing.
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3 years ago
But how did you ask for a self-exclusion? If you sent an email, you should have it in the "Sent" folder. If you activated it in your account, there should be a confirmation email.
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3 years ago
Translation
I deleted quite a lot of emails back then and therefore can't find the email with the block. But you can see from the answer from the support that I asked for a permanent block and that this was activated. I also contacted support again in the hope that they would send me all the details about the blocking. The support doesn't seem to consider it important to help me. I asked several times via chat, but as I said, I'm still waiting for the exact details. Maybe you can put a little pressure on Platincasino here, because they know exactly about my suspension.
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3 years ago
Hi Lolo777,
I'm afraid I can't help you with this one. If you self-excluded yourself from the casino without saying that the reason was a gambling addiction, the account can be considered closed but it can be later reopened under certain circumstances. However, the main problem is that you changed your name and your email address and didn't notify the casino when making a new registration. So there is practically no chance for the casino to find out right away that you are the same person. Unfortunately, there is nothing I can do to help you with this one. I can only recommend you to be more transparent when it comes to your new name. I wish I could be of more help.
Best regards,
Peter
