Platincasino - Player’s account reopened, and funds were lost.

Hi!

I asked Platincasino to block my account permanently due to gambling issues in 2019, and received a conformation from them that they had done that.

This week my gambling issues got the best of me, and I asked Platincasino to reopen my account, which they did without hesitation or any follow-up questions.

It ended with me gambling away all of my savings, a total of 1090 EUR.

When I asked for them to permanently block my account in December 2019, this is what I wrote: "I would like you to block my account permanently due to gambling issues." The reason for me asking that was to protect myself, to ensure that there would be no way I would be able to play again even if I would have weak moments in the future. I was very clear that I wanted my account PERMANENTLY closed due to gambling issues.

I have sent an email to Platincasinos support asking for a full refund of my deposits 2 days ago, but I have not received any answers from them yet.

Please let me know if you want to see a copy of any of the emails I sent to them, or their conformation that my accound would indeed be permanently blocked.

I’m asking for Platincasino to live up to their responsible gambling policy and refund me 1090€ - and of course to keep my account permanently closed.

Dear Fhardy,

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. 

• In 2019, have you received any confirmation about the account closure? Have you followed up with the casino to confirm your date of birth?
• Was this your only attempt to reopen your casino account since it was closed?
• In 2024, Have you asked the casino for a refund of your deposited funds already? With what result?
• Is your casino account currently closed?
• Could you please share your recent communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

Hi Tomas!

I really appreciate your help, since Platincasino is unresponsive.

• I did confirm my date of birth to the casino, but they never replied after I sent my personal number. Although I did try to login afterwards, and I could confirm that my account was blocked.
• I did write to them in february 2023 as well and asked for my account to be opened, but never received a reply from them and didn't gamble, so I'm no sure for how long my account has been open.
• I asked for a refund 2 days ago, providing them with the same information I have sent to you. No response from them.
• My account is STILL OPEN, which is very concerning to me.

I will send you screenshots of my communication with Platincasino to your email, since I don't want to share my private information here.

As I have seen them post in similar cases here; even though they operated under a different license when I asked for my account to be closed, they are NOT allowed to re-open the account just because of that, not when I clearly stated that the reason was due to gambling issues. I did not need to agree to any new terms when I logged in.

I hope you have better luck than me of getting a response from Platincasino, at the moment I feel very fustrated.

Thank you very much, Fhardy, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 Fhardy,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

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 the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hi Michal!

I want to update you that I just got the following response from PlatinCasino (via e-mail), after I reached out to their chat support yesterday asking them for an update.

I have removed my personal information (such as my name and e-mail address).

I just tried logging in at the casino, and it seems that today they finally blocked my account, 5 days after my request for a second permanent block due to gambling addiction.

I hope they will reply in this thread with an update about my refund request as well.

From: Jasmina (PlatinCasino) <support@platincasino.com>

Sent: Tuesday, June 11, 2024 11:50 AM

To: ******

Subject: Update about Request for refund, Violation of my permanent ban -

##- Please type your reply above this line -##

Jasmina (PlatinCasino)

11 Jun 2024, 11:50 CEST

Dear ******,

Thank you for contacting us.

We currently investigate your request with the responsible department and will update you as soon as we have received a response.

Should you have any further questions in the meantime, please do not hesitate to reply to this email at anytime.

Kind regards,

PlatinCasino Support

------------------

Hi Jasmina!

I look forward to a swift handling of this serious matter.

I also want to inform you that I've opened an official complaint about this at CasinoGuru, and they are currently waiting for your response there, link below:

Platincasino - Player’s account reopened, and funds were lost.

Can you please confirm that my account at PlatinCasino is permanently closed due to gambling addiction for a second time?

Best regards,

******

Dear Fhardy.

We are writing to inform you that your complaint just yesterday arrived to the complaints department and you were even informed about it. also it is normal to ask for security questions when it is about such case or details do not match 100 % on both accounts. Please rest assured that we have immediately started processing your refund request. We understand your concerns and are committed to resolving this matter swiftly.

While we appreciate your feedback, we kindly ask for your patience in the future as we address your concerns. Our team is dedicated to providing prompt and effective customer service, and your understanding is crucial to helping us improve our processes.

Thank you for bringing this to our attention, and we apologize for any inconvenience this may have caused. If you have any further questions or need additional assistance, please do not hesitate to reach out.

Best regards,

Hi Platincasino!

I appreciate that you’re looking into this, since I sent the request to both support@platincasino and complaints@platincasino on June 6th.

Hope to hear an update from you soon.

Best regards,

Fhardy

Dear Platincasino,

Thank you for your reply. Please, let us know when the player's refund will be processed. We will be waiting for your updates.

Hi Michal!

I've forwarded you an email that I received from Platincasino about them accepting my refund request, which is to be processed within 14 days. I'll update you when/if I have the funds safely in my account.

Br,

Fhardy

Hi!

This matter is still not solved, but I wanted to provide you with an update, since I've been in contact with Platincasinos support via email.

Yesterday, I received an email from the support stating that "Refund was rejected because Revolut could not be used. "

So I sent updated information to Platincasino; a bank statement from Revolut showing my IBAN and personal information, to try a refund directly to my Revolut bank account.

Today I got a new email from Platincasino: "We cannot refund to revolut iban - do you have another bank account please ?"

I've now provided Platincasino with an alternative bank account with another bank that I have, and hopefully it will be processed successfully today

I've received fast responses from Jasmina at Platincasino, so hopefully I can soon get back to you with a final update.

Thank you, Fhardy for the update.

Hopefully, the payment will go through successfully this time. I will be looking forward to your updates.

Dear Team and dear Fharde,

I wanted to inform you that upon learning of the payment failure due to manual transfers to Revolut accounts being declined, we promptly requested a new IBAN. Today, we have received the new IBAN and have forwarded it to accounts for processing.

Moving forward, if only selected emails are published here without providing detailed explanations of each step and creating misnderstandings, we will exclusively communicate through this thread. Additionally, the standard complaint process was not followed, as case was quickly opened here without awaiting our response.

We will provide updates solely through this thread. Please note that this process may take some time.

Best regards,

Dear Platincasino, my intent with updating in this thread was to show that you are indeed communicating with me and providing updates, so that people reading this thread can see that you are doing a good job with handling this in a timely manner.

Please let me know if you think I’ve misrepresented any information or timeline in any way, and I’ll add that information in this thread, since I honestly have no complaints regarding your communication with me.

Hi Fharde,

Thank you for your understanding and for updating the thread to show our ongoing communication. We appreciate your efforts to ensure transparency.

I believe you've presented the information accurately. Just to reiterate, we encountered an issue with manual transfers to Revolut accounts being declined. As soon as we were notified of this, we requested a new IBAN, which we received today, and have since forwarded it to our accounts team for processing.

If you feel that any additional details or clarifications are needed, please feel free to include them. Your cooperation is greatly appreciated, and we're committed to resolving this matter as quickly as possible.

Thank you for your patience and understanding.

Best regards,

Thanks to both parties for willing and actively working on resolving this issue.

Dear Fharde,

Please keep me updated here in this thread. I will be waiting for your updates.

Hi Platincasino!

It’s now been 6 days since you forwarded my new IBAN to your accounts department for processing. Could you please provide me with an update regarding if it was successful or not?

If not, I kindly ask for a refund method that you know works for you, and I’ll do my best to arrange what’s needed on my part to set that one up.

Br,

Fhardy

Dear Platincasino,

Could you give us an update on the situation?

Hi,

It has been 4 business days yes and we already confirmed the refund . We have forwarded it to accounts for manual transfer and that may take up to 14 days. We follow up on it every day and also asked to do the transfer faster. You will be informed by email once it is paid!

Thanks!

Thank you for your reply. I was simply asking for a confirmation if the new Iban was successful or not; do I have to wait up to 14 business days to get a confirmation from your accounts department regarding that?

I apologize if I’m being a bit confused here, I’m just trying to understand if

a) the refund was successfully executed but it can take up to 14 days for the money to reach my account, or

b) your accounts department have not yet tried the new Iban, which can take up to 14 days before they do.

Hope you can clarify for me.🙂

Dear Sandra,

We did not receive any reply back from accounts but normal sepa transfers work - only Revolut does not work. So there is no need to "try" the new iban. the refund will be paid to the Iban provided and this should be happening within this week.

Thanks!

Sounds great, thanks!

Hi Everyone,

Refund was paid and received !

All the Best!

Hi! Just wanted to confirm what Platincasino just wrote. All in order, thanks for your help!

Dear Fhardy,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal V from Casino.Guru