The player from Finland had followed all the rules and won 2309.23€. However, when he had tried to log into his account to verify it for withdrawal, he discovered it had been closed. He had contacted the casino, but there was no response. We had reached out to the player for more information to better understand the situation and had extended the response time by 7 days. However, the player did not respond to our queries, and as a result, we could not investigate further. Therefore, we had to reject the complaint due to the lack of response from the player.
Platincasino - Player's account closure prevents withdrawal.
Amount: €2,309
Platincasino
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8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
Public
Public
1 year ago
Translation
I visited the site and first checked the bonus and general terms. Afterwards, I created an account and deposited 200€ to the site's welcome bonus on November 1, 2023. I wagered the entire bonus as well as my own money according to the bonus and general terms. After doing this, I was left with a balance of 2309.23€ that I attempted to withdraw. I submitted a withdrawal request as usual. The following day, November 2, 2023, I tried to log into my account to perform account verification, but my account was closed. I sent a message to the casino, asking "why my account had been closed even though I followed all the rules and conditions" and their response was that "they were investigating the situation and would get back to me". However, I haven't heard anything from them since, despite my attempts to contact them and inquire about the current "status" of my withdrawal. I hope you can help clarify this matter!
Automatic translation:
Public
Public
1 year ago
Dear aleksanderelias,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please clarify which games you focused on while your account was still active - slots, live casino, sports betting, etc.? Do I understand correctly that you have not provided any documents to verify your identity yet?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
