Platincasino - Player’s struggling to complete account verification.

THESE SCAMMERS STOLE MY MONEY. I registered in platincasino and successfully passed the verification (provided my passport and utility bill) Then I lost a considerable amount of money in them, and then I won. Next I asked for a withdrawal. But I did not receive money, but I receive a request for a statement from my wallet, which is normal. I sent them the bank statement and they rejected it. When I asked why they rejected it, they kicked me out of the support chat. Next, I got a letter asking for a selfie with my passport in hand, and I gave that to them, but they rejected that too. By the way, my documents in the account that were previously approved were already marked as rejected. I tried 10 times to contact and communicate with them to find the problem, why they either accept or reject my documents, when I applied again, they told me to provide a screenshot that my documents were rejected and I can see it in my account. I went back to my account to do it but they had already changed everything, again! So people just do what they want, not following any civilized rules in such companies. Anyway, I waited for them to finish reviewing my selfie with a document in my hands for several days, and when I went to see how things were going today, I saw that all my money, 371.21 euros, had disappeared from my account. And my selfie status was rejected again. When I wrote in the chat, they told me that they were not satisfied with the quality of my photo (in which everything is clearly visible and not blurred, absolutely all data is readable.) I can send proofs and attach my photos for you if you are interested, so that you can see for yourself because the photo quality is impeccable. What can be the quality of the photo taken by iPhone 12 pro max? I demand that all my funds be returned to me immediately, and I also ask that you lower the rating of this casino. They communicate very rudely with players, often close the support chat, and then they have to wait again for 1 hour until someone connects. I consider this casino the worst I have ever seen. They do what they want and rob the players without even explaining to them why it happened. To my question, where are my funds, I was answered, quoting: I have no information to help you! Check your rating for them because it's fake. My pfoto is attached for you.

Dear ManuelHofer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

Could you please forward all the relevant communication between you and the casino together with any other evidence you consider important to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

None of the serious and licensed casinos take KYC lightly. Seriously? Do you think that platinum casino is a serious licensed casino? it seems that you have some very special relationship with this casino? despite the bad reviews of the players, you gave this casino such a high rating! I will explain to you what is happening, you claim that this is a serious casino that treats the KUS process very responsibly! But then please explain this: why my statement that they asked for to confirm the deposits was rejected? Why wasn't I given an answer or an explanation as to why it was rejected? Why did they silently change the status to approved after I asked them this question? Why did they send me a request for a selfie with a document in my hands and it was also rejected, and when I asked why it was rejected, they told me that there should still be a piece of paper with the date. I will attach a screenshot in which they demand my selfie, it was not about any piece of paper, I was just wasting my time! Is this a serious and responsible casino? Really? I do not think so! Why when I sent them a selfie with a passport that is clearly visible and all the information is readable and already with a piece of paper that I didn't even know about before, they rejected my document again? And finally, why neither you nor they answer where 371 euros from my account went? I am sending you my selfie so that you can make sure that it is clear and all the information is very clearly visible. And I'm really waiting for an answer

I've attached all the files for you in the email kristina.s@casino.guru because they won't download here

Thank you for your reply, ManuelHofer. First of all, this is a standardized answer regarding issues with verification, therefore I would like to kindly ask you to stop making assumptions. We do not change the casinos' ratings based on players' requests. If you are really interested in how we review casinos, please check the following article: https://casino.guru/our-casino-reviews.

Secondly, I would like to clarify that you have contacted a third-party website focusing on resolving problems between players and casinos. I do not have access to your casino account, therefore I cannot inform you what happened to your withdrawal, nor can I tell you at this point why your documents were rejected. I must first gather as much information as possible from you before we make any further steps.

Thank you for your understanding.

I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello ManuelHofer,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Platin Casino to join the conversation and participate in the resolution of this complaint.

Dear Platin Casino,

Could you please clarify the reason for rejecting the player's document, and explain what has happened to the player's balance?

Kind regards,

Adam

Hi Adam,

we're investing this case and will get back asap.

Thank you

Thank you for the update Platin Casino.

We will allow more time for a response.

Kind regards,

Adam

I have not received my funds yet. When will you help me?

Dear ManuelHofer,

There has been no further response from the casino, I will contact them once more.

We would like to ask Platin Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear ManuelHofer,

I have since made contact with the casino via Skype and I am awaiting further information. I will therefore extend the timer once more in the hope we can find a resolution to this complaint.

Kind regards,

Adam

You just extended their opportunity to stay with a high rating for another 7 days! I don't see any help! Only deception! The casino doesn't answer to you or me, they have my money and they get away with it. While you continue to set the timer to 7

 days for the third time, and not lower their rating as promised above.

Hello ManuelHofer,

As I have found an alternate method of contacting the casino, I considered it to be worth a try in order to hopefully resolve this case and get your funds returned to you. This is what I considered to be most important, and I would prefer to try all options possible to do so before discontinuing assisting you with this case.

If there is still no response, the complaint will be closed as 'unresolved' as mentioned.

Kind regards,

Adam

you promised them to lower their rating! you simply extended their time so that in three weeks they would think how to get out of this situation! because the truth is on my side! but you don't write that anymore, you get money from them! and it's not to your advantage if people stop playing these scammers because your income depends on them! I am deeply saddened, you just wish each other and the players lose their money!

Dear ManuelHofer,

I appreciate your frustration, and I am sorry that you feel that way, but please understand that sometimes it can take some time to make contact with the casino.

As mentioned, I wanted to make one more attempt at resolving the issue for you. That is primarily why we are here.

Kind regards,

Adam

you should have lost their rating! as you said. I didn't ask you to Skype them, you should have downgraded so other guys don't lose their money like me! and you just extended their deadline for another 7 days! understand, the matter will not end with whether they will return my money or not, the fact is that you fence each other off, and this means that there is no justice, because neither your words nor the casino's words have anything behind them, they are just words. No one fulfills them, just looting!I only want justice. and the truth is that this casino is a scammer, and you should have lowered their rating. But you don't do it because there is no justice. You justify the casino to make profits, while new players believe your ratings like I did and lose their money there! which cannot be returned with any verification, because my documents are absolutely clear, they simply did not want to return my money to me!

So no refund of my money. No lowering their rating as promised? Will you give them another 7 days tomorrow?

Hello Manuel,

There will be no further extension. If there is still no reply upon the expiry of the timer, the complaint will be closed as 'unresolved'.

Kind regards,

Adam

You promised to downgrade them after that. It will ? Will you just close my complaint and I will be left without my money and without justice?

Hello Manuel,

Every complaint that is closed as 'unresolved' will have a negative effect on the rating of the casino. How much depends on multiple factors such as the reason for the complaint and the disputed amount, and will be calculated automatically upon closure of the complaint.

Kind regards,

Adam

Dear Manuel,

The casino has contacted me and stated that the verification failed due to an abuse of the bonus discovered while reviewing your account.

I have asked the casino to supply us with the relevant evidence of this breach of the terms and conditions.

In the meantime, could I ask you to please confirm if you have used a bonus, and which games you have played?

Kind regards,

Adam

I played games that cannot be played with a bonus. so let them give you the history of the game and you will see it. And why didn't they tell me that they were accusing me of something, that is, they just lied that they were not satisfied with the quality of the photo? I would give you a game history and I can't log into my account. Because they blocked it, as you already know, and damn I was right, you just gave them days to respond when they never responded here. Therefore, I can confidently say that you cover each other! but I promise you karma exists and it will catch up with them and you.

Hello Manuel,

As mentioned I have asked the casino to provide all relevant information to support their claims. This is our standard procedure when investigating such cases.

I appreciate your frustration that this case is still ongoing, but you should be aware that I am only trying to help you get your money back, should it be proved that it has been taken from you unfairly.

Consequently, we must wait for the evidence mentioned to be provided by the casino.

Kind regards,

Adam

Dear Manuel,

Unfortunately, there has been no further response from the casino. I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know how the ADR responded (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam

This complaint was reopened at the request of the casino.

Dear Manuel,

The casino has now provided evidence that is sufficient in supporting their claims regarding your abuse of the bonus. Consequently, this complaint will be rejected. Please understand we can only make a decision based on the evidence provided.

Kind regards,

Adam