Platincasino - Player's account blocked after a withdrawal request.

I navigated to the website and first checked the bonus and general terms and conditions. After that, I created an account and made a deposit of €200 for the welcome bonus on 1st November 2023. I wagered the entire bonus and my own money, in accordance with the bonus and general terms and conditions. After this, I was left with a balance of €2309.23 which I attempted to withdraw. I made the withdrawal request as usual. The next day (2nd November 2023), I tried to log into the account to perform account verifications, but my account was closed. I sent a message to the casino asking "why my account was closed when I complied with all the rules and terms and conditions", to this they replied, "they are investigating the situation and will get back", but I haven’t heard anything since, although I have tried to inquire about the current "status" of the withdrawal. I hope you can clarify this situation! I mainly focused on casino slot games where I played Big Bad Wolf and Neon Staxx. I haven't yet submitted any documents to the website because my account was closed before I could do that.

Hello aleksanderelias,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platincasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the last time you tried to contact the casino? Did you try to submit your verification documents through e-mail to make the process faster? Does anybody else in your household owns an account in this casino?

Looking forward to your answer.

Regards,

Nick

Dear aleksanderelias,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey!

I haven't sent confirmations to the casino yet. The day after the discharge, I was going to log in to the page so that I could put them there, but I had already been blocked from the page. The casino has also not asked or demanded them from me separately after the incident.

The last messages were with the casino on November 3, 2023 and since then I haven't heard anything from them (messages that are in the attachments I sent earlier)

I don't have anyone in the same household who has an account for that casino

Thank you aleksanderelias for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you aleksanderelias for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Platincasino for their help in resolving this complaint. We would like to ask for an update on the ongoing investigation and what can be done to help resolve this issue.

Thank you!

Hi Aleksander,

There is a phone verification still missing and we have tried to reach you.

We sent another email asking you for your availabilities - kindly reply, and we reach out again.

The Complaint can be closed as we did not come to any terms internally and documents are still missing as well.

You can reply to the Email you have received today from support@platincasino.com and also attach your ID documents, proof of address and proof of deposit.

Thanks for your cooperation and understanding!

Thank you for the clarification Platincasino representative.

Dear aleksanderelias, seems like your account was temporarily closed due to verification process. You will need to provide the requested documents to proceed with the verification. Let us know if you require any assistance along the way. Thank you!

We are now trying to make the skype call for the account verification hopefully on next monday and we'll go forward from there. I just wanted to keep you updated and to not get this case closed by any means!

The casino wants me to download skype and make a call there but I don't have skype and I don't want to download it just for this thing... and another thing I explained to them that my english is really bad and I do these texts trough translation so I don't understand how the call would benefit this case going forward by any means. If the call is absolutely necessary can I demand the casino to provide a person to translate the call for me? and can they demand me to go to skype call and not just regular call?

Dear aleksanderelias, I understand if you are uncomfortable with such a procedure but casinos can ask for video verification if needed. The point of the call will be to determine if you are the owner of the account, you don't need to speak English perfectly. You will be asked to answer simple questions about your account that even someone of beginner level should be able to answer. I must warn you that if you refuse to cooperate with the casino I will have to reject your complaint. Thank you in advance for your cooperation!

okey thank you for clarifying! I'll try to set up a call with the casino then

I tried to set a date for the skype call with the casino I gave them 3 different days to handle the call but I can't get a response from them anymore what should i do now?

Dear Platincasino representative, would it be possible to schedule the Skype call with the player here or where should aleksanderelias contact you to make it happen? Thank you in advance!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

What is the situation of the complaint? Has the casino answered yet?

how is the situation gonna move forward if the casino doesn't answer?

Dear aleksanderelias, I am in contact with the casino representative and I was told that the situation is being reviewed but I have not had an update yet. I will keep you updated about any further developments.

Dear Team,

We have contacted the Player multiple times-he gave us his Skype Id and time, but then was offline. Therefore, we decided to keep his account closed. Regarding the funds on his account, we still require a proof deposit and he was informed accordingly.

Thanks for understanding!

In my recent email to Platincasino I offered them 3 different times to make the call happen but the casino didn't confirm or respond to any of those dates/times that I presented... So how can I know what of those times the casino is ready for the call when they don't answer me anything? This is absolutely ridiculous... I hope you guys at casinoguru see through this nonsense...

Thank you for the clarification aleksanderelias.

Dear Platincasino, would it be possible to schedule the call here or how can the player contact you to get this verification call done? Thank you in advance!

the casino is gonna pay me some kind of money but won't clarify are they paying only the deposit amount or the whole withdrawl amount. I'm assuming they are only going to pay the deposit but I want the whole withdrawl amount what belongs to me!

the casino paid the disputed amount to my account. the matter was resolved thanks to all parties for mutual understanding

Dear aleksanderelias,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter