The player from Germany had won €2970 at Platincasino but discovered her account was deactivated when she attempted to check on her withdrawal status. She received no communication or explanation from the casino and sought an explanation and payout of her winnings. The Complaints Team facilitated communication between the player and the casino, which led to the casino confirming that the player's account was on "freeze" status, allowing her to log in and proceed with her withdrawal. Ultimately, the player received her payout, and the complaint was marked as resolved.
Platincasino - Player’s account has been closed, and winnings delayed.
Amount: €2,970
Platincasino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Hello, a few days ago I won €2970 at Platincasino.
After completing my verification to withdraw my winnings, I checked after two days to see why the payment hadn't reached my account yet. When I tried to log back into Platincasino to check, I found that my account had been deactivated. I immediately checked my emails to see if there was a message from the casino explaining this, but there was nothing. So I wrote to the casino, but even after two days I didn't get any help with the issue. I would like an explanation and, of course, I want my fairly won winnings to be paid out.
Since I can no longer log in, I don’t remember my username. Therefore, I have provided my email address.
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3 months ago
Hello Ninosch,
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 is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?
Looking forward to your answer.
Regards,
Nick
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3 months ago
Translation
Hello and thank you for your concern about my case.
Unfortunately, my account was blocked before I received a verification confirmation, so I don't know if I was even verified.
I had used a 100% bonus as far as I can remember.
I will send you the written email history straight away. You will also see when the last message from the casino came and what it was about.
Thank you in advance for your help and efforts. I really hope that this matter can be resolved properly and fairly.
Best regards
Ninosch
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3 months ago
Dear Ninosch,
Sometimes the casino can block the player's account while the verification is still ongoing. Can you please advise when exactly did the process begin? Did you hear anything from the casino since your last post?
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3 months ago
Translation
Hello,
I haven't heard anything from the casino since then and I noticed on July 28th that my account had been deactivated. I then contacted the casino by email on the same day.
Best regards
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3 months ago
Dear Ninosch,
As verification may take up to 14 days, which have now passed, can you please advise if there's been any update regarding the verification?
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3 months ago
Translation
No, unfortunately nothing has happened so far.
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3 months ago
Thank you Ninosch for all the information provided so far. 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
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3 months ago
Hello there,
Thank you Ninosch 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 know why was the player's account blocked and what can we do to help the player receive their winnings.
Thank you!
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3 months ago
Hello,
apologies to the player for the long waiting time.
It is currently investigated internally and the player will be informed via email about further steps.
Thanks for the patience.
It will be handled from our end, therefore, the case here is closed from our end.
Best regards,
The Management
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3 months ago
Thank you for the update Platincasino representative.
Dear Ninosch, please keep us updated about any further developments and if you require any further assistance. Thank you in advance!
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3 months ago
Translation
Hello,
I have arranged a Skype call with Platin Casino on Wednesday, August 21st. I will get back to you after the call with the latest news and hope that the call will clear everything up.
Best regards
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3 months ago
Translation
Hello dear Casino Guru Team,
Today I had actually arranged a Skype call with Platin Casino. This was confirmed to me by email, in which they wrote to me that they would like to have a Skype call with me today, August 21, 2024 at 10 a.m. UTC.
Unfortunately, you haven't contacted me yet and I've had to wait for hours for the call to never arrive. This is extremely annoying, as I've been stuck all day and it's all for nothing.
I have already written an email to Platin Casino and asked for a new appointment.
This is the current status between me and the casino.
Kind regards
Ninosch
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3 months ago
Thank you for the update Ninosch.
Dear Platincasino, could you update on the situation with the player's verification call? Thank you in advance!
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3 months ago
Hello,
apologies for the missed call.
We reached out to the relevant department to arrange a new appointment for the Skype Call.
As soon as we have a respond, you will be informed via Email.
Thank you for your patience and support.
Best regards,
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3 months ago
Thank you for the update Platincasino representative, I would like to ask both parties to please keep us updated about any new developments. Thank you!
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3 months ago
Translation
Hello,
Platincasino sent me an email in which they suddenly said that a Skype conversation was no longer necessary.
Today you sent me another email in which you even informed me that my account had been unlocked and that I could play in your casino as usual.
I tried that straight away, but I still can't get into my account because it still says that my account is deactivated.
I sent Platin Casino an email about this and informed them.
Kind regards
Ninosch
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3 months ago
Hello,
I can confirm that the review by the relevant department is concluded and was successful and no skype call is needed for the moment.
The player account is reopened with a 24hr cool-off period. Which means that it will reopen automatically by tomorrow morning 10:15am.
All the winnings remain on the balance and will be able to be used or to be withdrawn.
The case is therefore solved from our end.
Best regards,
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3 months ago
Thank you very much for the update Platincasino representative.
Dear Ninosch, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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2 months ago
Translation
Hello,
I don't know if it's due to a time delay. But my account is still deactivated. It hasn't been unlocked, as Platin Casino assured me.
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2 months ago
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My account is still deactivated. Nothing has happened today.
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2 months ago
Translation
And today, because I was in good spirits and can also show a lot of understanding, I tried to log in to Platin again. But my account is still deactivated. Now I'm slowly running out of understanding.
What else can I say? I simply don't have the words.
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2 months ago
Thank you for the update Ninosch.
Dear Platincasino representative, can you let us know what is the issue with the reactivation of the account? Thank you in advance!
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2 months ago
Translation
Hello dear Casino Guru Team
Well, unfortunately it's getting more and more bizarre.
I just received a message from Platincasino in which they wrote the following:
Will (PlatinCasino)
26 Aug 2024, 15:13 CEST
Hello,
Thank you for reaching out to us.
We're sorry to hear that you want to close your account. We always strive to provide the best experience for our players, so your feedback is very important to us. If you could share the reason for your decision, it would help us improve our services.
________________
This was my last email to Platin Casino:
24 Aug 2024, 21:05 CEST
My account is still deactivated. They assured me it would be reactivated this morning. What is this all about?
________________
I mean, what is that supposed to mean? What I wrote cannot even be misunderstood with a translator. I never said that I wanted to deactivate my account. This wasn't even the first email where I asked them why my account was still deactivated.
To be honest, I'm just shocked at the current situation with the casino.
Kind regards
Edited
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2 months ago
Hello,
after reviewing with the relevant department, we can confirm that the player account is now on "freeze" status so the player can login and proceed with the withdrawal.
An email was sent to the player this morning.
Best regards,
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2 months ago
Translation
Platinum finally paid out today.
Thank you dear Guru Team, for your help ❤
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2 months ago
Dear Ninosch,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
