The player from Germany had her account blocked without further explanation. After a closer examination, we ended up rejecting this complaint as unjustified.
Platincasino - Player’s account has been blocked.
Amount: ??
Platincasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
My account was simply deactivated and I don't know warm, neither the chat can help me and I don't get an answer from the support either. Everything was successfully verified for me. Deposits and withdrawals worked smoothly. Could it be that you deactivated it because I won more than I deposited? I ask for help lg Ariane
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2 years ago
Dear Ariane,
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. Do I understand correctly that you have withdrawn successfully funds from this casino in the past? Could you please advise how long ago you have registered your account and if there’s any active balance being held by the casino?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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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2 years ago
Translation
Hello there is no credit and the player account has existed since December 2020, everything has been verified and account data and ID documents have been approved. I was also able to deposit successfully and withdraw winnings. Now I wanted to log in again because I received the message that my account is deactivated without a reason lg Ariane
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2 years ago
Thank you, Ariane, for your reply. I have checked the terms and conditions, and this is what I found https://www.platincasino.com/en/support/terms-and-conditions.html:
"Red Rhino may, at its own discretion and without having to provide any justification, refuse to open an account or close an existing account. However, all contractual obligations already made will be honoured and all funds held in such account at the time of closure will be refunded."
We could contact the casino and ask the reason why your account has been closed, however, I do not believe that the casino's decision could be changed and your account reinstated. Since your winnings have been paid out in full in the past and there are no funds being held by the casino, I’m afraid, there’s not much we can do for you in this matter. Please, let me know how you'd like to proceed with this case.
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2 years ago
Translation
Hello, I received an email from Platincasino that says I have two accounts with them and that's why it was closed. I have a roommate and she also plays because hers was not closed, but I was addressed in my email with the first name of my roommate, I can't understand that yes we live in a household and use the same internet as usual in shared apartments, but the casino also has my ID and bills and sees that I'm a completely different person. I can't change it then I'll play elsewhere in the future. Thank you for your trouble lg Ariane
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2 years ago
Thank you very much, Ariane, for your reply. I understand now.. Could you please advise if you have redeemed any promotional offers in this casino?
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2 years ago
Dear Ariane,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
Hello I have not accepted any offers from the casino lg
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2 years ago
Thank you, Ariane, for your reply. It is, indeed, interesting that your account has been blocked but the other one remained accessible. However, as I stated previously if there are no funds being held by the casino there's not much we could do. I would suggest finding a different casino and creating an account in a gambling establishment in which your roommate is not registered. In this way, you will avoid any misunderstandings in the future.
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2 years ago
Dear Ariane,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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2 years ago
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.
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