The player from Germany experienced account closure after requesting a payout of 3000€, with the casino citing the existence of a second player account. Despite submitting documents for verification, the player had not received the refund of his last deposit and had not received responses to multiple emails. The Complaints Team was unable to investigate further due to the player's lack of response to inquiries, resulting in the rejection of the complaint.
Platincasino - Player’s account has been closed after a big win.
Amount: €3,500
Platincasino
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8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
Hello everyone.
I would like to describe my problem here and hope for assistance.
I signed up with Platinum around August and have deposited several thousand euros since then.
They also advertised on streamers that you could register as a new player.
I had an old account there that I had forgotten about.
Everything went smoothly until I won, then came the nasty surprise.
I requested a payout of 3000€, submitted all documents for verification, and still had 500 credits left.
Then, the account was quickly closed, and I was informed via email that it was closed because of having a second player account and that my last deposit, which led to the win, would be refunded.
When I mentioned this in a stream, several viewers immediately spoke up saying they experienced the same.
The amount has not yet been refunded and I have received no response to multiple emails.
In my opinion, this is a very malicious scheme and perhaps even intentional fraud.
Players are allowed to deposit until they win, and then they are immediately banned.
Best regards,
O.G.
Automatic translation:
Public
Public
1 month ago
Dear olivergraefenhan,
Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you're experiencing. To gain a better understanding of your case, I have a few questions:
- When was the last time you accessed your first account at Platincasino, and approximately how long had you been using it?
- Could you please clarify if your first account was still active when you decided to open a second account, or had it been closed previously? If it was closed, could you let me know whether you requested the account closure yourself, or if it was closed by the casino’s decision?
Please note that many online casinos verify a player's identity only after a withdrawal request. This verification process often reveals any additional accounts. It’s generally a player’s responsibility to ensure they do not have any existing accounts before creating a new one.
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
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1 month ago
Translation
To explain again.
It was advertised that you could register again despite having an old account.
I haven't used the old account for ages and can't log in anymore.
I opened the new account around August and have deposited around €10,000 to date!!!
I then won 3500€.
I wanted to withdraw 3000€ and the account was closed immediately.
I have heard the same story 1:1 from several players.
Here the player is DELIBERATELY CHEATED.
STAY AWAY FROM PLATIN CASINO
Automatic translation:
Public
Public
1 month ago
Translation
Furthermore, I wrote 5 or 6 emails and asked for clarification.
To this day no answer!!!
I should also get back the deposit that led to the win (200€)
This has not happened to date either.
It is unbelievable how players are treated here.lg
Automatic translation:
Public
Public
1 month ago
Thank you for your response. Could you please provide the advertisement from the casino that mentions you can register as a new customer even though you already have an active account?
Additionally, has your first account been closed by the casino now that you've registered a second account, or was it closed some time ago? If it was closed in the past, do you recall whether the account was closed by you, or was it the casino’s decision?
