Platincasino - Player’s account has been locked.

The casino locked my account, and because of this, I am unable to upload any verification documents on their site, and they cannot receive any documents via email. They asked me to have a Skype call with them, but they never called, and they requested a 3-month bank statement to verify some kind of income.

Dear COMETOjuppala,

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 the situation.

Do I understand correctly that you were unable to provide the casino with a bank statement showing the transactions for the last three months? Was that the reason why your account was suspended?

Could you please specify how long have you been playing in this casino and how much money you deposited?

Have any of your identity documents been verified?

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

• I can't provide a 3-month bank statement because the account is not that old and the account doesn't show any regular income and I don't know a sure reason for my account being locked.
• I was playing at the casino for a few hours when I saw the welcome bonus and I cycled through the cycle and tried to withdraw. I deposited 200 euros twice and the withdrawal came at another depot.
• The identity card has been confirmed

Could you please specify the exact date you opened your bank account and the exact date you registered in the casino?

I registered for the casino on 29 July 2024 and opened a bank account on 2 July 2024

You mentioned that your bank account does not show any regular income. Did you deposit to the casino from this account nevertheless? Did you send the bank statement from this account to the casino? If there is more communication between you and the casino or any other evidence that could be relevant to the investigation of your case, please forward it to me at veronika.l@casino.guru. Also, send me the bank statement from your new account as well.

I made a deposit from this account and also sent a statement to the casino from that account

Thank you very much, COMETOjuppala, for providing all the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Okay thanks

Hello COMETOjuppala,

My name is Romi and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Platincasino,

Could you possibly provide additional information regarding all this and clarify the situation?

Thank you in advance.

Respectfully,

Romi

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.

Hello,

as correctly stated, we tried to conduct a skype call to verify the identification.

Player provided the wrong skype ID several times or at least there is no account to find under the provided skype IDs.

Our relevant department is in constant contact with the player via email to try to sort it out.

As soon as the skype call was successful and the identification was successful, the case can be processed further.

The player has to wait for the response from our relevant department via email and follow the instructions provided.

Thanks

Hello all.

Thank you Platincasino for providing the updates.

Dear COMETOjuppala,

let us know, please, whenever the verification is done and you'll be able to receive the money.

Kind regards,

Romi

Yay platincasino paid my winnings

Thank you, COMETOjuppala, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru