A player from Germany, who previously blocked himself from Platin Casino due to a gambling addiction, has surprisingly found that the block was lifted without his knowledge, leading to substantial monetary loss. He seeks assistance in getting the lost money refunded and serious consideration of his situation in managing his addiction. The complaint was rejected as the player could not provide any evidence of his self-exclusion.
Platincasino - Player's self-exclusion lifted leading to losses.
Amount: €550
Platincasino
Safety Index:HighSafety Index
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
10 months ago
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10 months ago
Translation
Dear Casino Guru Team,
I am reaching out to discuss an urgent matter. I have been blocked from Platin Casino for several years due to my problem with gambling addiction. I consciously chose this blocking, recognizing that I have a serious problem with gambling.
However, I recently noticed that my block has been lifted without my knowledge. I was very surprised by this and I must confess, it has led to substantial loss of money. It is incredibly frustrating to have lost my hard-earned money yet again due to my gambling addiction, especially after having myself blocked for this very reason.
Therefore, I kindly ask you to seriously consider my situation and check if it's possible to refund my lost money. I acknowledge that I am responsible for my gambling problem, but I consciously chose to block myself to avoid further financial damages.
I sincerely hope that you take my request seriously and can understand my situation. It would be a great relief for me if I could at least get some of my lost money back. I am ready to collaborate with you and take all necessary steps to fight my gambling addiction and handle gambling responsibly in future.
I thank you in advance for your attention and hope for a positive response.
Yours sincerely,
Automatic translation:
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10 months ago
Hello marvinleubert,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platincasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did you request for self-exclusion for the first time? Can you please forward any proof that your Platincasino account was ever excluded to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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10 months ago
Translation
Hello Nick,
Thank you for your quick response. I applied for self-exclusion at Platincasino around 2022. Unfortunately, I have no direct proof of this as I self-excluded via live chat and did not receive any written proof.
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I sent you the conservatives between me and the casino by email.
I hope this information helps you. If you have any further questions, I will be happy to help you.
Best regards,
Marvin L*****
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Hello marvinleubert,
Unfortunately, based on the all the screenshots you provided, we can't know for sure that your account was ever excluded. You claim that it was but the casino claims it wasn't and without any actual evidence, we won't be able to proceed in resolving the issue. Please understand that without it, it is a claim vs a claim and there is no way to decide who is right.
If you would be able to forward any kind of evidence of your claim we might help you but otherwise we will be forced to close the complaint.
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10 months ago
Translation
They should send me the history of my account because you can be excluded in live chat. It's a disgrace. I let myself be blocked for life after 3 years because it must be noted somewhere in their system
Automatic translation:
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10 months ago
Hello marvinleubert,
I'm really sorry but without the evidence from you, we can't confront the casino as we would have no proof to argue with and they could basically claim anything. Unless you can provide a clear evidence of requesting a self-exclusion, our hands are tied.
Please be sure to save or make a screenshot of such conversation in the future as it is impossible to proceed without them in such cases. We will be forced to close the complaint due insufficient proof provided.
Best regards,
Nick
