Platincasino - Player's winnings have been confiscated by casino.

Ich habe einen Bonus verwendet, der an einen maximalen Auszahlungsbetrag von 2500 Euro gebunden war. Ich habe nachdem ich die Umsatzbedingungen für den Bonus erfüllt habe, weniger als 2500 Euro gewonnen. Nachdem ich den Bonus erfüllt habe, habe ich quasi mit dem Gewinn weitergespielt und 10000 Euro gewonnen. Nachdem ich auszahlen wollte, wollte das Casino, dass ich mich bei ihnen und beim Einzahlungsprovider verifiziere, was ich alles getan habe. Dann wurde das Auszahlen storniert und mir wurden 7500 Euro abgezogen mit der Begründung, dass das Weiterspielen mit einem Bonusgewinn nicht erlaubt sei und es weiterhin an einen maximalen Auszahlungsbetrag gebunden sei. In den AGBs der Bonusbedingungen steht allerdings nichts davon und nach Nachfrage um die genaue Stelle in den AGBs, wo das drin stehe kam keine Antwort. Mir wurde lediglich immer wieder gesagt, dass die Finanzabteilung die Gewinne storniert habe und es wurde mir weder die genaue Stelle gesagt sonst noch etwas. Es werden sich willkürliche Regeln ausgedacht, um den Gewinn nicht auszahlen zu müssen.

Dear Achi,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Platincasino. Please allow me to ask you a few questions to make sure I understand your situation completely.

When you open your casino profile, do you see the bonus money and the real money as two separate balances? If so, have your winnings been transferred to the real money balance after you finished wagering the bonus?

Have you received any pop-up or any sort of warning that your bonus is now fully wagered and you should withdraw your winnings?

When was the last time you communicated with customer support regarding this issue?

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

Ja ich sehe beim Öffnen des Profils zwei seperate Stellen. Eine für das Bonusgeld und eine für das Echtgeld. Nachdem der Bonus umgesetzt wurde, war das Geld auf dem Echtgeldkonto. Ich habe kein Popup-Fenster bekommen mit einer Warnung, dass mein Geld vollständig umgesetzt und ausgezahlt werden sollte. Ich habe selbstständig verfolgt, wie viel ich schon gewagered habe und wie viel noch fehlt. Ich habe mit dem Kundensupport auf der Seite vor einigen Tagen geschrieben. Zusätzlich wurde mir von Platincasino noch ein "persönlicher Concierge" gegeben, der mich per Mail kontaktiert hat. Ihr habe ich ebenfalls das Problem geschildert, diese konnte mir allerdings nicht helfen. Auch habe ich nach Erhalten der Mail (Welches mir 7500 Euro von meinem Konto abgezogen hat) die Person mehrfach versucht zu kontaktieren. Diese hat die Emails allerdings unbeantwortet gelassen. Das Geld wurde mir am Sonntag den 03.12.2023 abgezogen.

Before we move forward with your case, please send any relevant communication between you and the casino regarding this issue as well as any relevant screenshots showing your real/bonus balance to veronika.l@casino.guru. Alternatively, you may post screenshots here. Thank you.

Eine Email mit dem geforderten Nachrichten habe ich geschrieben.

Just to be sure: when you fully wagered your bonus, you won less than 2500€? Were those winnings automatically transferred to your real money balance in the casino account?

Would it be possible to send us your gaming history starting from the date you activated the bonus? You may request your gaming history in Excel format from the casino. Then please forward it to veronika.l@casino.guru. Thank you.

Ja genau ich hatte nach vollständigem Umsetzen des Bonus weniger als 2500€ gewonnen und das Geld wurde automatisch in das Echtgeldguthaben auf dem Casino Konto übertragen.

Ok ich werde den Support anschreiben und bitten, mir den Spielverlauf im Excel-Format zu schicken.

In dem Casino selber kann ich nur die letzten 50 Transaktionen von meinem Spielverlauf sehen. Was mache ich, wenn das Casino mir diese Information nicht geben will?

I understand that the information visible in your profile is limited. However, the casino has access to your entire gaming history and you should be eligible to receive it upon request.

Have you requested your gaming history from customer support? Please let me know.

Ich habe den Kundensupport geschrieben und die haben mir geantwortet, dass meine Anfrage nach dem Spielverlauf an die zuständige Stelle weitergeleitet wurde. Mir wurde auch gesagt, dass es bis zu mehreren Monaten dauern kann, bis diese Anfrage bearbeitet wird.

Thank you very much, Achi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi Achi,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Platincasino to join the conversation and contribute to the resolution of this complaint.

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 Team and Yakub,

We have reviewed the case and would like to state that our bonus terms and conditions state the following :

"Max cashout from the Thursday Deposit Bonus is 2500 EUR/USD/CAD/AUD/NZD/CHF, 25,000 NOK, 0.10 BTC, 11,6 BCH, 1.6 ETH, 41 LTC, 10500 ADA, 5000 XRP, 2500 USDT."

https://www.platincasino.com/support/bonus-terms-and-conditions

That means that winnings over this amount will be forfeited (inclusive of any amount generated through subsequent play with the redeemed bonus winnings).

Max Cashout is different from max winning. However, to give you another Chance to win, we have booked another 1000 Euro Bonus ( 15 time wagering ) with max cashout of 5000 Euro !

If you have any further questions, please do not hesitate to let us know!

Dear Platincasino team,

Thank you for your reply. Let me ask you some additional questions. What happened after Achi finished wagering the bonus? Did the winnings go to their real money balance? If so, why were the bonus rules applied to this balance?

Dear Peter,

Once Bonus is being wagered, the maximum cashout amount applies. It is not the same as maximum winning amount - so all winnings beyond maximum "cash out" amount are being cancelled.

However, we understand the situation and are reviewing the wording in our conditions to see if they can be changed for the future. In the meantime, we offered another Bonus.

Thanks for your understanding!

Dear Platincasino team,

As soon as the wagering is finished and the bonus funds are transferred to the real money balance, the bonus is finished correct? How do the players know that their real money balance isn't actually real money? Why would bonus rules apply to real money? I'm afraid we are convinced that the player should get paid in full.

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.

As outlined in our terms and conditions, the reload bonus is subject to a maximum cashout limit of 2500. Upon conversion of the bonus, which must be performed through the cashier for accurate tracking of the conversion time, the player is required to initiate a withdrawal. This policy is in place to protect our business from bonus hunters and is entirely at our discretion. Please refer to our bonus terms and conditions for further details- we already paid a new Bonus as a sign of Good will.

Dear Platincasino team,

Regarding this:

"Upon conversion of the bonus, which must be performed through the cashier for accurate tracking of the conversion time, the player is required to initiate a withdrawal."

Does that mean that the winnings after the wagering was finished were displayed as bonus funds or were they converted into real money? If the conversion must be performed through the cashier it wouldn't make sense to display the funds as real money balance, correct? Secondly, if the players are required to make a withdrawal in order to convert the funds, how are they informed about this? Is there a pop up window urging them to request a withdrawal when they finish wagering? Is this even mentioned in the casino's T&Cs? I haven't found any information on this in the Bonus T&Cs:

"Thursday Booster

To receive the Thursday Booster Bonus, your min deposit amount has to be 20 EUR/USD/CHF, 30 CAD/AUD, 300 NOK, 30 NZD, 0.0016 BTC, 0.20 BCH, 0.026 ETH, 0.66 LTC, 170 ADA , 83 XRP, 40 USDT. Making a deposit, you have to use a bonus code to receive the bonus.

Maximum Thursday reload bonus amount is 250 EUR/USD/CAD/AUD/NZD/CHF 2000 NOK, 0.0098 BTC, 1.25 BCH, 0.16 ETH, 4.1 LTC, 1055 ADA, 510 XRP, 250 USDT.

To wager the bonus, you need to make bets for an amount 40 times the bonus amount.

Max cashout from the Thursday Deposit Bonus is 2500 EUR/USD/CAD/AUD/NZD/CHF, 25,000 NOK, 0.10 BTC, 11,6 BCH, 1.6 ETH, 41 LTC, 10500 ADA, 5000 XRP, 2500 USDT.

Thursday reload bonus duration is 7 days.

The bonus is available on ALL deposits on Thursday’s for players who either have already used all the welcome package bonuses or made at least 4 deposits prior."

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.

We are aware that players are not being notified and working on it - so thanks for pointing it out. However, in the meantime, players always have the access to see how much they have wagered and if they have already wagered it fully. We have still given a new Bonus to the player in question and hope that we can finally close this case.

Dear Platincasino team,

To make some progress here, please answer my questions. 1. After the wagering was finished, were the bonus funds transferred to the real money balance, or were they displayed as a bonus balance? 2. How are players informed that they must make a withdrawal so that the bonus max cashout isn't applied anymore? Please understand that offering a bonus isn't the same thing as the real money balance of €7500.

Dear Achi,

We discussed the issue internally and I'd like to ask you a question. The casino offered you a compensation of €1000. Have you accepted this offer? Have you played with the bonus?

Nein, ich habe die Entschädigung nicht angenommen, weil ich ein Bonus von 1000€ nicht als angemessen erachte. Ich habe den Bonus nicht angefasst und möchte das Geld, welches mir rechtmäßig zusteht.

Thank you Achi for the update.

Dear Platincasino team,

Since Achi didn't accept your offer, I'm afraid, you will have to come up with a better one or pay their winnings in full. Otherwise, the complaint will be closed as unresolved which may negatively affect the rating. Please let us know what your decision will be.

Hi Team,

We have sent another offer to Archi . We kindly ask to read his Emails and see if he can accept it.

That would be our last offer though and if not accepted , we might need to close this case as unresolved as sorry as we are.

Thanks for understanding!

Thank you Platincasino team for the update.

Dear Achi,

Please keep us updated.

Guten Tag,

die vereinbarte Summe wurde ausgezahlt.

Mit freundlichen Grüßen

Thank you Achi for the update. I'm glad to hear that. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter