Platincasino - Player's winnings are not being paid.

I was in the middle in the gameplay of the casino I had winnings of 4700 euro.

now the casino is not responding CHEAT CASINO!

Dear SlavetotheRave,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’re facing with your gameplay and winnings at the casino. To assist you better, could you please provide the following additional information:

• The date and time when you experienced the issue during gameplay.
• Any screenshots or records of your winnings amounting to 4,700 euros.
• Details of any attempts to contact the casino and their responses, if any.
• The name of the game you were playing and any relevant game logs, if available.
• You may 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

Sorry I not got any records they locked me out. I emailed what I have.

Hi SlavetotheRave,

• Do I understand correctly that you didn't complete the account verification?

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 take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

Thank you.

There is no communication from them anymore. I send 4-5 emails to them. There is no chat. No reply.

Emails back in german. While I am not german. So i am not sure what is going on I need help.

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

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Platincasino to join the conversation.

Dear Platincasino,

Can you please provide information on why was the player's account blocked and the winnings were not paid? If the information can't be shared publicly please forward it to me at michal.k@casino.guru

Dear Player and dear Team,

We have already replied to the Emails and informed you that your requests were forwarded to the relevant department.

We regret to inform you that your gaming account has been temporarily suspended due to a breach of our terms of service. Please rest assured that we take matters of account security and fair play very seriously, and we are currently conducting a thorough investigation into the matter.

We understand that this situation may be concerning for you, and we want to assure you that we are diligently working to resolve it as quickly as possible. We have also communicated with you separately to acknowledge your request and inform you that the investigation is ongoing.

Once our investigation is complete and we have all the necessary information, we will provide you with a detailed explanation of the situation and any actions that need to be taken. Additionally, we will ensure that you have access to all the information you need to understand the outcome of our investigation.

In the meantime, we want to reassure you that any deposits you have made to your account are safe and will be refunded to you in full, regardless of the outcome of our investigation. Your satisfaction and trust are of utmost importance to us, and we are committed to resolving this matter with transparency and fairness.

If you have any questions or concerns in the meantime, please do not hesitate to contact our customer support team. We are here to assist you and provide any assistance you may need throughout this process.

Thank you for your understanding and cooperation as we work to resolve this matter. We appreciate your patience and look forward to resolving this issue as quickly as possible.

Best regards,

I write to you with a deep sense of frustration and disappointment regarding the recent suspension of my gaming account. The timing of this action, right in the midst of gameplay while I was winning, is not only highly disruptive but also completely unacceptable.

As a player who has invested both time and real funds into the game, I rightfully expect a fair and uninterrupted gaming experience. However, the decision to suspend my account mid-gameplay, especially when I was winning and had accumulated €5400, constitutes a severe breach of trust.

It is incomprehensible that my account would be suspended at such a critical moment, effectively confiscating my winnings without any valid explanation or prior warning. This action not only undermines the integrity of the gaming platform but also disregards the fundamental rights of players to enjoy their winnings.

I urge you to recognize the gravity of this situation and take immediate action to rectify it. Specifically, I request access to a full game history, including detailed records of my gameplay leading up to the suspension. Transparency in this matter is paramount, and I expect nothing less than a thorough and impartial investigation into the circumstances surrounding the suspension.

Moreover, I demand the immediate reinstatement of my account and the release of any withheld winnings. Anything short of this would be a clear violation of my rights as a player and a betrayal of the trust I placed in your platform.

I await your urgent response and a swift resolution to this matter. Time is of the essence, and I trust that you will prioritize the fair treatment of players in your actions.

Dear S. ,

We are writing to inform you that, following a recent company decision, your player account has been closed. We understand that this may come as an unexpected development, and we appreciate your understanding.

All deposits made to your account will be fully refunded to the original payment method within the next 2 days.. However, please note that any bonus winnings associated with your account have been removed, as per our terms and conditions.

We apologize for any inconvenience this may cause and thank you for your cooperation but please note that is our last decision and sole dicretion of the company to close your account as per terms and conditions.

Thank you for your understanding.

Best regards,

Your messages states that all deposits will be refunded, but it also mentions the removal of any bonus winnings, which is irrelevant to my situation as my winnings were not associated with any bonuses. I did not request or utilize any bonuses during my gameplay, making the decision to confiscate my legitimate winnings completely unjustifiable.

It is deeply troubling that the casino can close accounts at its sole discretion, seemingly without due consideration of the player's experience or fairness. Such actions undermine player trust and suggest a business practice that favors the casino's interests over those of its players.

I request that you either:

Reopen my account immediately and allow me to continue playing, preserving the integrity of my legitimate winnings, or

Fully reimburse me for the total winning amount that I rightfully earned through fair play.

Failing to do so would not only be a severe violation of trust but also a clear indication of unfair treatment towards players who abide by the terms and conditions.

My winnings weren't even with the bonus money.

Dear Platincasino,

Thank you for your response. While I understand that casinos have the right to close player accounts at their discretion, it is crucial to emphasize that before closing an account, all financial obligations towards the player should be fulfilled, provided there have been no breaches of the terms and conditions.

I kindly request that you provide us with evidence of any potential breaches or your terms that the player may have violated, or alternatively, disburse the player their winnings.

Dear S.,

You are free to contact our Support Team to request a complete overview of your Data and your Game Sessions , proving that the amount in question was bonus money.

Thanks for your understanding!

Share it here please so everybody can the scams your pulling.

Hi Team and S,

After thoroughly reviewing your case with our provider, it has been confirmed that your account was closed due to abuses committed on other brands. As a result, your account was also closed on our platform.

Additionally, we have found that the winnings in question were made using bonus money. According to our terms and conditions, such winnings are subject to cancellation in cases of abuse. You can review our bonus terms and conditions here: Platincasino Bonus Terms and Conditions.

"All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.).

All the players can take advantage of the bonuses, except for the cases when the bonus has country restrictions and the player is a citizen of one of these countries.

The player is not allowed to abuse the bonus offers. In case of such abuse the Casino has the right to prohibit the Player to receive any bonuses and to cancel any winnings received using bonus funds, both at the moment of wagering and after it.

The Player is not allowed to use any strategies while playing with an active bonus in order to fulfil the requirements to wager the bonus. If the Player uses such strategies, and if the Casino has sufficient grounds to believe that the Player's actions are aimed solely to obtain financial benefits using the bonus advantage, then the Casino reserves the right to cancel all Player's winnings."

Also for the Complaints specialists here we would like to remind you that in all Casinos "The Casino has the right to revoke any bonuses and winnings, as well as to confiscate all the money in the account if it has been obtained dishonestly or in violation of these rules."

We understand this may be disappointing news, but please be assured that these measures are in place to maintain a fair and secure environment for all our players.

Dear Platincasino team,

Thank you for the provided information. Please forward any supporting evidence of the above to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Team,

evidence was sent by Email!

Thanks,

Dear SlavetotheRave,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry what do you want me to do?

Dear SlavetotheRave,

I apologize if my previous post didn't show up in the complaint thread.

Did you have ever had your account closed at any other casino due to a breach of their terms and conditions?

Yes I got exact the same message at another casino at the same time. it's unrelated with this casino.

What is the problem I can't play 2 casino's at the same time?

Dear SlavetotheRave,

Well, playing in multiple casinos is not an issue, but it becomes problematic when your gameplay violates the terms and conditions of the casino. If a breach is found and proven, the casino has the right to close your account and confiscate the funds. It is common for all related casinos within the same group to close your account if you breach the terms and conditions in one of them.

I'm still awaiting further information and evidence from the casino team, however, considering the balance you had in this case was only bonus funds, the casino has this stated in its bonus terms and conditions:

The player is not allowed to abuse the bonus offers. In case of such abuse the Casino has the right to prohibit the Player to receive any bonuses and to cancel any winnings received using bonus funds, both at the moment of wagering and after it.

And

The Casino has the right to revoke any bonuses and winnings, as well as to confiscate all the money in the account if it has been obtained dishonestly or in violation of these rules.

It's frustrating to see how easily a casino can offer a promotion and then cut off the bonus money mid-game. If I lose during this process, would the casino return my deposit? This seems unfair and feels like the casino always wins.

In my previous response, I highlighted that the casino has the right to confiscate funds if a breach is proven, but this can easily be abused from the player's perspective. It’s crucial that players are treated fairly and consistently, without feeling that the casino has all the power to make arbitrary decisions.

I urge you to reconsider this situation from the player’s point of view and ensure that fairness and transparency are upheld.

Dear SlavetotheRave,

While the promotional offers may seem enticing, it ultimately falls on the player to decide whether or not to claim them. Claiming a bonus means agreeing to the bonus conditions that will affect gameplay. It is highly recommended to carefully review the bonus terms and conditions before claiming any bonuses. If you find the terms and conditions unfair, the best course of action is to refrain from claiming the bonus.

Once a bonus is claimed, it is the player's responsibility to adhere to the bonus terms and conditions. While not all terms may seem fair to players, we do engage in discussions with casinos regarding them. However, if there are clear violations or breaches of terms by the player, we can't blame the casino team for enforcing the rules agreed upon during the account registration process.

As previously stated, I am still waiting for additional information and evidence from the casino team. Once I have received this, I will endeavor, if possible, to find a satisfactory resolution to your complaint.

Dear Michal,

Thank you for your assistance so far.

I would like to bring to your attention a recent development with another casino related to this case. I received a message from DuxCasino, which is part of the same group, confirming that they have reactivated my account and credited the remaining bonus funds. Below is the message I received:

**"Hello,

We are contacting you regarding your account. Your remaining bonus is credited to your account. Your account will be activated soon.

Thank you for contacting us,

Best Regards,

Pınar

DuxCasino Support Team"**

Given this development, I kindly request that Platincasino reconsider my case and allow me to finish the remaining bonus play. As DuxCasino has acknowledged that there was no wrongdoing on my part, I believe Platincasino should follow suit and reactivate my account as well.

Thank you for your understanding and cooperation.

Best regards,

SlavetotheRave

Dear SlavetotheRave,

Thank you for the update, I'm in an ongoing discussion with the Platin casino team regarding your situation. I'm hopeful to see any progress soon.

Dear Stephanie,

We have refunded all deposits to you, and as you are aware, bonus funds have been canceled. Our decision to keep your account closed remains unchanged.

We understand your frustration. We have thoroughly reviewed this case multiple times and have decided not to reactivate your account.

As Casinoguru has seen it until now, we prioritize ethical practices and typically seek mutual resolutions while fulfilling our financial obligations without issue.

However, if this matter is to remain unresolved, we fully understand.

Thank you,

Dear SlavetotheRave,

Despite my ongoing discussion with the Platin Casino Team, we have not been able to find a consensus. The casino team was not able to provide sufficient evidence to justify their action to us, despite my numerous requirements. While there may be some uncertainties surrounding your account and gameplay, we believe that serious actions like voiding the player's balance and closing their accounts need to be backed up by valid supporting evidence. This was not yet the case. I have reached out to the casino team once more in the hope of finding a reasonable solution.

Dear Platincasino team,

As I have informed you previously I understand that there might be some uncertainties regarding the player's account and gameplay, however, we believe that serious actions, such as voiding a player's balance and closing their accounts, must be supported by reasonable evidence. Regrettably, this has not been the case up to now. I kindly request evidence of the alleged bonus abuse. If you are unable to provide supporting evidence for your actions, we will have no choice but to close this complaint as unresolved, which will negatively impact Platin Casino's rating. I remain hopeful that a satisfactory solution to this matter will be reached.

regret to report a deeply troubling experience with PlatinCasino. Despite numerous requests, they have failed to provide any valid supporting evidence to justify the sudden closure of my account and the confiscation of my legitimate winnings. This lack of transparency and fairness is not only unacceptable but also a shameful practice within the casino industry. I urge all players to be cautious and to hold casinos accountable for their actions to ensure a fair and trustworthy gaming environment.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi SlavetotheRave,

I wanted to inform you that since Michal, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Michal possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated.

Yes the other caisno opened my account.

Casino is SCAMMING players pretty clear not fair for players.

Dear SlavetotheRave,

I apologize for the delayed response. I am back at work now, and the appropriate person who should be able to help us with your case should also be available. I will extend the timer by a few days and will continue to pursue this matter. I am hopeful that we can reach a resolution that satisfies both parties.

Fingers crossed,

Michal

Dear SlavetotheRave,

Thank you for sharing your feedback. We want to address your concerns and provide clarity on the situation.

First, we acknowledge that similar issues have been raised by you with other casinos, which suggests a recurring pattern. We have thoroughly reviewed your case and want to emphasize that we have explained the reasoning behind our actions multiple times.

To clarify, the bonus money in your account was not wagered as per our terms and conditions, which means there were no legitimate winnings to be claimed. Therefore, no funds were confiscated. What we did was cancel the bonus and refund all your deposits in full. Your account was never confirmed nor verified before we cancelled the bonus.

We take fairness very seriously, and this commitment to fairness is exactly why we chose to close your account and return your deposits. We believe this was the appropriate action to maintain the integrity of our gaming environment and to ensure compliance with our terms of service.

We urge all players to carefully read and understand the terms associated with bonuses and promotions to avoid any misunderstandings. Our goal is to provide a fair and transparent gaming experience for everyone.

Best regards,

Dear SlavetotheRave,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Platincasino Representative,

I appreciate your response, but I must address a significant concern. It feels like there is an alarm system in place when players start winning, allowing the casino to intervene. In my case, it seems like you noticed I had won a substantial amount and then used that as an advantage to cancel the bonus.

I believe it would have been fair to let me finish the wagering or at least offer a compromise, such as a fair portion of the winnings, not just returning my deposit. After all, I risked my own money in this process, and it doesn’t feel right to just cut off the bonus mid-way without any consideration for the player's investment.

I hope you can reconsider this and provide a more balanced resolution.

Best regards,

SlavetotheRave

Dear SlavetotheRave,

While I acknowledge that revoking the bonus and winnings during the wagering process is not an ideal solution, several factors emerged during the review of your case. Not only did the casino's team identify certain irregularities related to your gameplay (I'm still waiting if this was really something that can be considered unfair or not), but it was found that your account lacked critical basic player information at the time of your activity. This absence of information may suggest a possible intent to circumvent the casino's measures for recognizing a previously "blacklisted" player. Consequently, the incomplete information on your account could be interpreted as a violation of the casino's terms and conditions as specified here:

However, I am still actively communicating with the casino team, and we are working to clarify the discrepancies. The casino team may contact you shortly with additional queries, so I recommend fully cooperating with them.

Dear SlavetotheRave,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear SlavetotheRave,

I wanted to bring to your attention that the casino team has reached out to you regarding additional documentation needed for the KYC and AML processes. It appears that there has been no response or submission of the required documents from your end for quite some time. Please note that if the casino team does not receive the necessary documents within the next 3 days, I will regrettably have to close your complaint due to a lack of cooperation from your side.

Sorry what do you mean please they didn't ask me for anything?

Could you explain what I need to do I can do everything. Thank you. Sorry for the late responds it's holiday.

Dear Casinoguru,

We did not ask for anything additional because we gave our last response before and were waiting for a reply.

Thanks for understanding!

Dear Platincasino Representative,

I have obtained somewhat differing information from another member of your team. I look forward to receiving additional details from your end.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear SlavetotheRave,

Following a comprehensive discussion and careful evaluation of all relevant information, we have reached the following conclusion: 

While it is true that discrepancies were identified in your account information, and a gameplay issue was flagged by the game provider, we were not provided with enough concrete evidence to fully understand the actions taken by the casino team. We believe that significant measures, such as voiding a player's balance and closing their account, should be supported by clear and valid documentation, which unfortunately was not the case here.

It is worth noting that the casino team expressed a willingness to find a resolution; however, the process was ultimately stalled by the game provider. Their security team flagged you as a blacklisted player, preventing any funds from being released and their decision was final, which left the casino team with close to zero options. We feel this falls short of a fair approach, particularly since you were not informed that you were on a blacklist.

Despite the casino teams and our efforts to communicate further with the game provider, we were unable to make progress, leaving us with no choice but to close this complaint as unresolved. 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 casinos and even the game provider's approach. I am sorry I could not be of more help on this occasion.

Best Regards,

Michal

Casino Guru