The player from Germany had his funds vanished from the account. We’ve rejected this complaint as per the player’s explicit request.
Platincasino - Player’s active balance has disappeared.
Amount: €26,000
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
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Today I won the amount of 26,000 euros and waited 3 hours for a woman to chat with me. I sent another email to the casino this morning 1 and this afternoon and got no answer. I uploaded all the documents and still couldn't get anything out of my profit ... and then all the money was gone ... the woman says I gambled it away. that's not true at all .... I want the casino to return the whole amount.
Automatic translation:
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2 years ago
Dear Christian,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm that you haven’t provided access to your account to anyone else?
Any supporting evidence or relevant communication could be forwarded to petronela.k@casino.guru.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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2 years ago
Translation
No, nobody had access to my player account.
Automatic translation:
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2 years ago
Please forward any relevant communication and supporting evidence to petronela.k@casino.guru.
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2 years ago
Dear Christian,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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2 years ago
Translation
What kind of documents do you need? Kind regards
Christian von D *******
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear Christian,
Please forward any screenshots of your initial balance and relevant communication between you and the casino in which you were informed that the funds have been played. Thank you very much in advance.
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2 years ago
Translation
Unfortunately, I can no longer do that because my account is blocked. How should one proceed now ???
Automatic translation:
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2 years ago
How you were informed that the funds have been played? During a live chat conversation or through an email?
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2 years ago
Translation
You know what I'm pulling everything back together.
Please take the case back and I appreciate your efforts.
I can't prove anything anymore because my account has been blocked or deleted and that's why I'm taking this step now.
Please confirm in writing that you will not continue the case.
Kind regards
Christian von D *******
Edited by a Casino Guru admin
Automatic translation:
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