The player from Germany had won nearly 44,000 euros and had successfully withdrawn some amounts, but then faced account deactivation while attempting to withdraw 4,000 and 1,700 euros to his wife's account. Despite having provided the necessary documents, he felt cheated as he had a remaining balance of 16,700 euros and had been a long-time Platinum member. The Complaints Team had extended the response time for the player to address the casino's requests, but ultimately, the player did not respond to further inquiries. As a result, the complaint was rejected due to a lack of communication from the player.
Platincasino - Player's account has been closed unexpectedly.
Amount: €16,700
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
Player stopped responding
REJECTED
Case summary
5 days ago
Public
Public
1 month ago
Translation
I had originally won nearly 44,000 euros; 1,500 euros and 300 euros were paid out once.
Then I wanted to withdraw 4,000 and 1,700 euros, and after 4 days, I was told I needed to provide a bank statement. After that, I was told I needed to provide my ID card because I wanted to transfer to my wife's account, which I communicated openly.
The 1,500 euros went to my account and 300 to my wife's account, without any problems or documents.
For the 4,000 and 1,700 euros, I wanted to transfer to my wife's account again. I submitted everything, and when I tried to upload my wife’s ID card, my account was deactivated.
I still had 10,000 euros plus the 4,000 + 1,700 that were refunded. So, 16,700 euros.
Now my account is deactivated, and I feel cheated because I deposited so much money and have been a Platinum member for a long time.
Automatic translation:
Public
Public
1 month ago
Dear kozo90,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:
"Using third party payments is prohibited. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts."
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you make deposits only using a card that belongs to you?
- Why do you want to withdraw money to a card that belongs to your wife?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the deactivated account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
Public
Public
1 month ago
Translation
I have only made deposits from my bank account and my Paysafe account... I simply wanted to withdraw via my wife because I have a p-account. In the end, I don't care now, I would only do it via my account. The main thing is that I get my money. My account has been deactivated since yesterday and I am waiting for a message from support, who should respond within 48-72 hours. I can no longer access my profile at all, otherwise there would be a number of things going on. Unfortunately, I only wrote via the chat on the website and have no screenshots. Are they allowed to deactivate my profile without warning? I mean, I have credit and can't play at all, and how many hours do I have to get my money.
Automatic translation:
Public
Public
1 month ago
Translation
No, my winnings were generated without bonuses and are therefore completely available to me
Automatic translation:
Public
Public
1 month ago
Translation
Sorry, there are 15700 on my Platincasino account. I had 10000, then 4000 and 1700 that I wanted to pay out, but they were charged back. My account was then deactivated
Automatic translation:
Public
Public
3 weeks ago
Translation
are you actually in contact with platincasino
Automatic translation:
Public
Public
3 weeks ago
Dear kozo90, have you received any response from the casino regarding the blocked account?
Public
Public
3 weeks ago
Translation
No! Platincasino hasn't been in touch for over a week. I've written to them 4 times
Automatic translation:
Public
Public
3 weeks ago
Translation
My account is deactivated. It is not locked. When I log in it says this account is deactivated
Automatic translation:
Public
Public
3 weeks ago
Translation
Has Platincasino contacted you regarding my account yet?
Automatic translation:
Public
Public
3 weeks ago
Translation
Today Platincasino contacted us:
Hayley (PlatinCasino)
27 Aug 2024, 08:41 CEST
Hello Kevin,
thank you for your message.
Since you deposited using a payment method that is not in your name, we still need the following documents:
Identification document (ID) of Angela W.
A photo of your valid ID card or passport is required for verification purposes. Please upload the front and back of the document, in color and in full.
If you have any further questions, please contact us via chat or email.
PlatinCasino Support
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 weeks ago
Translation
I didn't pay with any other payment method, 100% not! I just wanted to withdraw via a different payment method...
I just uploaded the ID now without comment
Automatic translation:
Public
Public
2 weeks ago
Dear kozo90, thank you for the information provided.
- Did you possibly deposit using your wife's payment methods, given that you mentioned using the same tablet for both casino accounts?
- Also, have there been any updates since you uploaded your wife's ID as requested by the casino?
