The player from Germany had permanently self-excluded from Platincasino, but his account was reactivated after a website update. Subsequently, he lost around €20,000, and the support team did not respond to his emails. The player sought to get his money back. The complaint was closed due to the player's inability to provide evidence of his self-exclusion. It was emphasized that storing evidence of self-exclusion requests is crucial to avoid such issues.
Platincasino - Player’s self-exclusion was not maintained.
Amount: €20,000
Platincasino
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
6 months ago
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6 months ago
Translation
Hello,
I'm not sure if I have a chance, but I'll give it a try anyway...
I have been a long-time customer at Platincasino...
Before the website update (about a year ago), I had permanently self-excluded myself from Platincasino.
After the website "update," my account was active again (for whatever reason). Since then, I have lost around €20,000 🙁 Is there any way to get my money back? I didn't self-exclude for nothing... The support team is not responding to my emails.
I'm desperate. I really, really need that money right now...
Automatic translation:
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6 months ago
Dear TommyJoe,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Would you be so kind as to forward me the account closure requests that you sent to the casino when you requested to be self-excluded? My email address is veronika.l@casino.guru.
Have you specified the time frame you wished to be self-excluded for?
Have you specified the reason for closing your account a year ago?
When was the last time you accessed your casino profile in Platin Casino?
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
Veronika
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6 months ago
Translation
Hello Veronika,
Before the website was updated, you could permanently block yourself using a button and I did that and it worked. Unfortunately, I didn't get a confirmation email.
When was the last time you accessed your casino profile at Platin Casino?... Yes, yesterday.
Did you specify the reason for closing your account a year ago?... The reason could not be selected.
Automatic translation:
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6 months ago
Have you tried contacting customer support via chat and inquire about your previous self-exclusion? I am afraid that without any evidence from your side, we won't be able to assist you.
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6 months ago
Translation
Yes I did and I received an answer yesterday:
We must inform you that, based on the information provided, we are unfortunately unable to refund any deposits you have made in whole or in part.
Legal information: www.platincasino.com is a gambling site that is approved under the regulations of Curacao and monitored by its authorities and meets all applicable legal requirements. You can find more information about the operators of platincasino.com and the licenses held by them in the footer of our website and in our terms and conditions.
We may provide our services to customers from the European Economic Area under the freedom to provide services under European treaties. For the legal situation in the country of residence of the respective customer, we expressly refer to our General Terms and Conditions, in particular to point 3 in its current version.
Your participation in the game and your deposits were therefore legal at all times.
Please also note that as of October 4, 2023, platincasino.com is operated by Latiform BV.
If previous data is required, the former owner would have to be contacted independently via post.
For data protection reasons we cannot provide any information, but nowadays search engine options provide assistance in finding the address.
Best regards
,...........
Can anything be done about it?
Automatic translation:
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6 months ago
I understand your frustration and disappointment. However, since you have no evidence of your self-exclusion from last year, I am afraid we have reached our limits and are unable to assist you further. When you request self-exclusion, it is crucial to always store all the evidence to prevent situations like these from happening in the future. I'm truly sorry for any inconvenience this may cause, and I hope this information helps you avoid similar issues moving forward.
This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
