Platincasino - Player’s self-exclusion has been removed.

I blocked myself from Platincasino in 2021 and stated that I had a gambling addiction and that I would like to self-exclude permanently. When I contacted them in 2022 to see if the exclusion was permanent, I was told that I was permanently excluded. (See attached email copy)

I had a relapse in gambling two weeks ago and gambled away a considerable amount at Platincasino.

Is there any possibility of getting these money back since they have removed my block for unknown reasons?

Best regards

Dear hagberg51,

Thank you very much for submitting your complaint. I’m sorry to hear about your recent experience with Platincasino.

To better understand the situation and assist you, could you please provide more details on the following:

• Can you confirm if you used your original account or if you created a new account after your self-exclusion?
• Did you receive any notifications or communications from Platincasino regarding the status of your self-exclusion before you relapsed?
• Can you provide details on how you were able to access and gamble on the platform despite the self-exclusion?
• Have you had any recent communication with Platincasino about this issue, and if so, what was their response?

Please forward any relevant communication or documentation to petronela.k@casino.guru to assist us in resolving this matter.

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,

Petronela

Hejsan petronela!

Jag ska försöka svara på dina frågor så gott som jag kan.

1. De kontot som jag använde under återfallet var mitt ursprungliga konto som jag hade vid tidpunkten för blockeringen 2021.

2. Jag fick meddelande 2022 som bekräftar att mitt konto var permanent blockerat, såg du inte den pdf fil jag bifogade?

3 Jag har sedan 2021 testat flera gånger på platincasino sida att göra inställningar som blivit nekade på grund av blockeringen, men när jag testade i början av augusti så till min förvåning gick det att göra insättningar, och direkt triggades mitt beroende.

4. Jag har skrivit till i chatten och frågat varför detta kunnat ske och påpekat att jag är spelberoende och att jag vill ha mitt konto permanent blockerat ytterligare en gång för all framtid. Dom hänvisade mig till att mejla supporten vilket jag gjort men ej fått något svar. Jag har mejlat både den vanliga supporten samt vip supporten utan att fått något svar.

Jag bifogar lite kopior på mina konversationer med platincasino.

Lägg märke till att dom även skickat reklam till mig efter min självuteslutning.

Se din mejl för bifogade dokumentet

Mvh Andreas H******

Thank you very much, hagberg51, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello hagberg51,

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

Hello,

since 04.10.23, Platincasino.com is operated by Latiform B.V. and a migration happened of all Accounts.

Since this migration the platform is running under a new license.

After the player contacted us and mentioned gamble addiction, the account is on suspend and as soon as his email with the closure request was processed, the account was permanently closed.

Unfortunately, we can't offer a refund as the service has already been fully used and there is no balance left on the account. Our company is licensed in Curaçao and meets all legal requirements for operating our service.

The player was informed about it via email as well.

The case is therefore closed from our end.

Thanks

Hello hagberg51,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear hagberg51,

Just to confirm, do I understand correctly that you were able to log in to your account that was supposed to be permanently closed? Or did you create an entirely new account, but with the same information?

Hej Michael.

Det stämmer att jag kunde logga in på de kontot som skulle varit spärrat..

De dom påstår att något mejl skickat tills mig har inte skett

Alltså har spelen gått via samma konto som jag blockerade permanent 2021

Dea Platincasino,

Can you explain to us why was the player able to log in to his account that was supposed to be permanently closed, with no possibility of reopening?