HomeComplaintsPlatincasino - Player's account has been closed.

Platincasino - Player's account has been closed.

Amount: €1,810

Platincasino
Safety Index:High
Submitted: 29 Oct 2024
Case opened Current status

Waiting for casino to reply

4d 19h 41m 7s

Case summary

2 days ago

The player from Sweden has a closed account after attempting to withdraw winnings of 1810 Euro, following successful document submission except for a selfie. Despite not using bonuses, the account was disabled without any communication from support.

Public
Public
3 weeks ago

I deposited around 300 Euro from my credit card and managed to win 1810 Euro.


Sent in ID card and documents that they approved, except for the selfie picture when I hold up the card, so I thought I'd take a new picture.


then I suddenly get kicked out of the Casino and it says that my account is ''Disabled''


No email, nothing from support.


I didnt use any bonuses, just raw deposits.


So now I'm sitting with a closed account of 1810 Euro that I really needed for the christmas.


Public
Public
3 weeks ago

Dear Lucid_1337,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you managed to send a new selfie with your ID for verification before your account was disabled?

Have you tried contacting customer support via chat to ask why your account was blocked? Has it been disabled temporarily or permanently?

When exactly was your account blocked?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Public
Public
3 weeks ago
Translation

Hello!


I didn't have time to send a new picture, just as I was about to do so I noticed that I was kicked out of the page, the account says "disabled"


I first wrote to customer service by email and asked how long it would take to verify and withdraw money, but I never got an answer to that.


There doesn't seem to be any live support either, probably because I'm registered as a Swede, if I press support, only their email appears.


I added information to your email ( ) the other day as I was unable to edit or add more information here until now. Etc

Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation

Got an email right where it says that my withdrawal is cancelled.


I translated from German and it says that they want cards on the front and back of my credit card, I have however used a digital Visa card via Revolut.


They ask me to post pictures of the card inside my account, but the account is still "Disabled" and I still can't log in.


So I don't know how to solve this


Edited
Automatic translation:
Public
Public
2 weeks ago

Thank you for your replies.

Have you responded to the email provided by casino customer support and explained that you made your deposit via a virtual card? Did they provide any guidance on how to proceed?

Would it be possible for you to extract a PDF from your Revolut account showing the transfer of funds to the virtual card? Ideally, this document should contain all the personal information required by the casino for verification.

Sensitive attachment
Sensitive attachment
2 weeks ago
Translation

Hello!


Yes, I sent an email to their support 5 days ago and explained that I can't log in and upload documents because the account is still disabled, got no response at all.


It would be great if you could help me!


Sent a new email now with screenshots on Revolut confirming that I am the owner of the card and also pictures of the transactions, but it seems impossible to get a response. No working live chat.


I will look at Revolut if this can be done now.


It is possible to save/take screenshots so you can see the transfers to the casino (Noviristo and Alaje technology) and which card has been used and also the account where it says all the cards I own and my personal data.


Sincerely. Johannes

Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation

Got a reply from Platincasino just now that my account is closed due to "business decision"


Still have not received my money on the account which is 1810 Euro.


Have already sent in pictures showing deposits/transactions from my Revolut and that it is me who is on the visa card/Revolut account.



Edited
Automatic translation:
Public
Public
1 week ago

Thank you very much, Lucid_1337, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public
Public
1 week ago
Translation

No problem, hope it works out.


Really needed my money I won now for Christmas. Sincerely, Johannes.

Edited
Automatic translation:
Public
Public
1 week ago

Hello Lucid_1337,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Platincasino to join the conversation.


Dear Platincasino,  

We understand that the casino reserves the right to close any player's account at its discretion. However, it is essential that all financial obligations are settled before such a closure occurs. To our knowledge, the player has not been charged with violating any terms, and we would appreciate your clarification regarding the decision not to process the player's withdrawal. If the information that led you to this decision can't be shared publicly please forward it to me at michal.k@casino.guru

Public
Public
3 days ago

Hi Team,


The email address associated shows a different history and different communication history too.


Can we please request the correct email address ?


Thanks,



Public
Public
3 days ago
Translation

Hi, The e-mail for Platincasino should be S it's the one I registered at the casino with.


I submitted documents to you regarding Revolut and that I am the owner of the digital Visa card there, been over a week without a reply and still have not received my winnings, thank you.

Edited
Automatic translation:
Public
Public
3 days ago

Hi again,


Sorry but with that email address we really do not have any kind of email histor.


You have a multiple Account with different email address. Anyway rest assured your deposits will be returnt.


Thanks for understanding.

Private
Private
3 days ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Sensitive attachment
Sensitive attachment
3 days ago
Translation

Hi Michael!


The main account is "S " it is the only account that was active until platincasino decided to deactivate it due to "business decision"


Notice that it is .se and not .com.


Still have all the conversations on the email account between me and the casino. And at platincasino it shows that the account exists and is "disabled" when I try to log in with that particular email, can also give Casino guru access to log in and check this email address if necessary to see that the conversations actually exist, can also forward the conversations between me and platincasino to an email if desired.


This account was opened on October 27, 2024, and my documents were approved and verified (ID card, proof of address and photo of my Revolut account)

And there were no problems depositing money and playing, but right when I won money and wanted to withdraw, the problems started to arise.


It can also be added that Swedes are not allowed to use bonuses, so the winnings are won with pure money/deposits.



.


Answer to Platincasino: I want my winnings and not a refund of the deposits. I have an old account from 4 years ago that I forgot when you were under a completely different license and board that I personally closed and you confirmed this, so no I don't have multiple active accounts, this s the account is the only one that was active until you closed it as soon as I was going to withdraw the winnings and then the email conversations took place where you wrote that it was a "Business decision" and that you wrote that you wanted a picture on the front/back of the visa card.


I wrote that it is a digital Visa card through Revolut and gave you the documents then you didn't even respond until I chose to raise a complaint here, feels like you are doing everything to prevent people from getting their money, do you want a good future reputation, so a tip from me is to take care of everything nicely, then you are free to close people's accounts exactly as you want, but then pay out profits first.


The reason I registered with this email address was to avoid casino advertising and spam.


And they have never mentioned in the email that I would have had an old self-suspended account 4 years ago or that it would have had anything to do with this case, so it is strange that they cannot give concrete answers.


Had it been due to an old account, my ID documents and proof of address should not have been approved now, I have always lived at the same address and always used the same social security number.

Edited
Automatic translation:

Platincasino has 4d 19h 41m 7s to reply

Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news