The player from Germany has tried to self-exclude from the casino. Unfortunately, even if the account has been suspended initially, the player was able to reopen it a few months later. The case was resolved, and the player got a refund.
Platincasino - Player’s request for a permanent self-exclusion has been overlooked.
Amount: €200
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Years ago I got banned from the casino due to gambling addiction. Platincasino wrote me an email about 2 weeks ago that my account is now platinum, etc. I was able to register again and unfortunately deposited money again, confirming my account again. After I had paid back several hundred euros, my account was blocked again. I was informed that there was an error in the system, etc. They want my money back, I documented everything by email. Now it's the case that I can't reach the live chat or anyone via email and they just completely ignore me
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1 year ago
Dear Togo1988,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise how long ago was your original account blocked due to a gambling problem? Have you opened a brand new account recently or reactivated the old one? If you opened a new one, have you used the same credentials, please?
Additionally, forward any relevant communication to petronela.k@casino.guru.
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,
Petronela
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1 year ago
Translation
I didn't open a new account, I had my account blocked for 5 years and after two years the account was reopened due to a system error, they recognized that it was a mistake, but you can't reach anyone anymore, you're completely ignored.
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1 year ago
Translation
In the live chat today they denied that I am not entitled to anything, although I have so much evidence that I am entitled to the money from the casino
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1 year ago
Thank you very much, Togo1988, for your replies and the forwarded email. Have you saved, by any chance, the communication from two years ago, when the self-exclusion has been applied?
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1 year ago
Translation
No, of course not, but the picture clearly shows that the error was at Platincasino, who supposedly wanted to pay back all deposits, but as I said, the chat denies it and suddenly doesn't know what it's about, although it looked different at the beginning and my emails are not answered at all, not a single one, I can still send you the chat history, but to your private address
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1 year ago
Thank you very much, Togo1988, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Translation
After writing an extremely large number of emails, the money was refunded and the case can be closed
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1 year ago
Dear Togo1988,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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, but I hope you won’t come across a problem like this again.
Best regards, Jozef
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