HomeComplaintsPlatincasino - Player’s account was deactivated.

Platincasino - Player’s account was deactivated.

Amount: €400

Platincasino
Safety Index:High
Submitted: 02 Jan 2023 | Case closed : 19 Jan 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Luxembourg had his account deactivated after he attempted to complete the account verification. We rejected the complaint because the player stopped responding.

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1 year ago
Translation

Hello, so I wanted to withdraw my winnings of 400€ but the casino wanted me to verify myself, I did that a day later I wanted to log in but it said your account was deactivated now I don't know what to do anymore

Automatic translation:
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1 year ago

Dear dzemil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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

Could you please advise which documents you provided for verification and if you received any confirmation from the casino they were approved? Did the casino explain why your account was deactivated? Did you accumulate your winnings in the casino using bonuses or not?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

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1 year ago
Translation

Hello dear Thomas, so I used my girlfriend's email but gave my data and got a bonus of 100% bonus. The casino said I gave false information

Automatic translation:
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1 year ago

Thanks for the reply, dzemil.


Could you please advise which documents you provided for verification and if you received any confirmation from the casino they were approved?


Also, Could you please explain why you used the email of your girlfriend to register at the casino instead of your own? Whose personal information did you fill out in the player's profile? Whose payment method did you use to deposit in the casino?


I'll look forward to your reply.

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1 year ago

Dear dzemil,

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.

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1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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