Platincasino - Player's account blocked by Casino.

Good morning :

I introduce myself Maria Rosa P**** D*** v*** with Dni 09**** I would like to file a formal complaint against Platin Casino.

I don't know how long I have been registered in said casino because they have blocked me and I cannot go in to verify the date or the deposits I have made in the past.

After sending them all this documentation, they have asked me what I have described to them and what is in my possession, as well as the emails that they have sent me and I have sent them, they have decided to permanently block the account because they say the following

(Your player account has been permanently closed due to a violation of our general terms and conditions.)

When article 7 paragraph 3 of its conditions says the following:

Players agree to always comply with the General Conditions and also confirm that:

They do not act in the interests of third parties

They do not use funds from criminal activities

do not use bank accounts, debit or credit cards that they are not authorized to use

do not attempt to gain unauthorized access to 8PE systems to alter its code or content in any way

They will not participate or organize any criminal action against 8PE, its affiliates and its Players

And that is not my case because it is signed and allows me to use both the Paypal account and the credit card.

I plan to file a complaint General Directorate of Gambling Regulation

I am attaching only 3 files of the emails they sent me, but I have many more

Hello rosaxixon,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Good morning, I have been in contact with the casino since Monday, October 22, 2023. I have been playing since I won a prize and I decide to withdraw it. When the chaos begins, they ask me for documentation from the PayPal account holder, who is my husband, the ID of the card. 2 letters that are filled out and signed after having all that they decide to close my account.

I have the emails that requested all the documentation

If you would be so kind as to remove my ID from the writing,

I appreciate it .

All the best

I have sent you 2 signed letters, the PayPal accounts, my husband's ID, the family book, the current account where we are both, the payments made from PayPal, specifically everything that they have asked of me, I know that some approved it and another rejected it, but not right now. I can tell you why I can't enter the account. The truth is, the last treatment I received from the casino's customer service is shameful.

Good morning

If you are so kind as to let me know when the casino contacts you, I am waiting for your response to file a complaint with the General Directorate of Gambling Regulation with all the documentation I have.

All the best

Hello rosaxixon,

Unfortunately using a 3rd party payment method to deposit or withdraw is strictly against the rules in every online casino and they have the right to confiscate any winnings generated and even close the account permanently.

Are they still willing to go trough the verification process?

Good morning

I have already gone through the verification process as I have told you, I have attached to Platino Casino all my ID information, Current Account (MY HUSBAND LEAVES), Receipt, etc... and as Platino Casino they have also requested the details of the Paypal account holder. I have sent it to you, they have asked me for a letter with the data and that I agreed to use that account signed by the owner of the account who is my husband and I have also sent it to you, apart from the family book also so that see that we are husband and wife

What is really a shame is that if you lose money, they only ask for your ID and once you are registered on the page, there you can lose thousands of euros, there will be no problem and that seems like a scam to me if for one thing they ask for all the information. documentation that for the other do the same.

Because then I would play with my card and not with the PAYPAL account that we have in common

And that will be my complaint to the General Directorate of Gambling Regulation that because they allow me to enter through a different account without requesting me without being the owner but to make a withdrawal they ask me for all the documentation that is in my possession.

I have been waiting for a week to see if you could mediate before filing the complaint, but I am not going to wait any longer. This week I present the document and all the screen saver emails that I have available.

Greetings and thanks anyway

Hello rosaxixon,

I'm sorry but this is a standard procedure in every single online casino. They require full verification only when you request a withdrawal and not many casino does prior to that.

I can only confirm that I did not receive any e-mail from you yet so please if there is anything that would assist your case against the casino forward it to nikolas.b@casino.guru.

Dear rosaxixon,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.