Platincasino - Player’s account has been closed and winnings confiscated.

I deposited €200 at the casino and claimed the second welcome offer. I completed the wagering requirements and then submitted a withdrawal request before leaving the casino. The next day, I found my account had been deleted. I contacted them through chat, and they said they would get in touch via email. Several weeks went by before I finally received a reply asking for documents, which I promptly sent. Once those were approved, they requested additional documents, which I also provided. After that, they suddenly refunded my deposit (€200) without any explanation, even though the amount I should have been able to withdraw after completing the wagering requirements was €220.25.

Dear eerovilenius,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly your winnings on top of your deposit represent the 220€?
• What games did you play to accumulate your winnings? (slots, live games, betting on sports) 
• Did you learn why your account was closed and your winnings confiscated?

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,

Tomas

Yes €220.25 and I played slots and I couldn't find out why it was removed and confiscated they never told me the reason.

Could you please share your communication with the casino when you attempted to inquire about the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Here are the only conversations I had with the casino

Thank you very much, eerovilenius, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you eerovilenius 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 winnings confiscated.

Thank you!

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear eerovilenius, I am in contact with the casino representative, they have requested extra time to investigate your case. I will update you about any new developments. Thank you in advance for your patience!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

After all this time I have still not gotten a proper response from the casino about your case. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Platincasino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello,

apologies for the late response.

Please be aware, that the player account was closed on a business decision, in accordance to the T&Cs.

The player was informed about it via Email.

As a Goodwill and also in accordance to the T&Cs, the last deposit was refunded.

The case is closed from our end.

Best regards,

The Management

Dear eerovilenius,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry for the late reply. I have not been informed why my account has been closed, could you please tell me from which email address you sent the message telling me why my account has been closed.

Dear Platincasino representative, could you update us on the situation with the player's blocking, please? Thank you in advance!

Dear Eero and dear Team,

You are aboslutely right as we made a human error and did not inform you about the reason of closure.

Account was diabled due to Bonus abuse . I will not escalate the case to find out what exactly happened and get back to you!

Thanks!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear eerovilenius, I tried to contact the casino representative to get an update on what happened but have received no response. I’m afraid there is not much that can be achieved without cooperation from the casino's side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter