The player from Germany faced the confiscation of her winnings by Platincasino due to deposits made from her husband's account, despite previously having no issues with withdrawals. She provided documentation, including a bank statement showing her salary was now deposited into the same account, but received no responses to her inquiries. The player did not respond to the Complaints Team's requests for further information, leading to the rejection of her complaint.
Platincasino - Player's winnings have been confiscated.
Amount: €4,000
Platincasino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
I have always made deposits from my husband's account and have always been able to withdraw them. In the past, I was required to provide all the necessary documents such as a declaration of consent/power of attorney from my husband. Deposits and withdrawals have never been a problem. In the meantime, we got married, and I have full authorization over his account, which is now also my account as my salary is deposited there. Now, Platincasino has confiscated my winnings because of a third-party deposit and they've only credited me with my deposit amount. I just don't understand what's happening.
I am desperate. It was never an issue before. I have already sent several emails, including a bank statement showing that my salary also goes into this account and that I am the payee. However, I have received no response.
I hope someone can help me.
I never had issues before and now this 🙁
Kind Regards,
Ina
Automatic translation:
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1 month ago
Dear ina03,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify if you are one of the legitimate owners of the bank account you used to deposit?
- Was this the only bank account/payment method from which you deposited?
- Have you made any successful withdrawals from Platincasino to this bank account before?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Hello, yes, I have a bank statement that clearly states that we have a joint account and that we are both the owners. I also have the bank power of attorney that we made years before we got married.
I've only made deposits from this account recently. Last year I also made deposits from my other account. I've already received withdrawals from both accounts. But that was a while ago.
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1 month ago
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Update:
So far there has been no response from support. I have uploaded the joint account statement to my documents. This was successfully verified. I wrote another email saying that it is now possible to pay out my canceled winnings. But there was no response.
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1 month ago
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Update:
The deposit amount of €38 that was credited to me as credit due to the canceled winnings was transferred to my bank account today without my having to authorize it. It is about the €4000 that I am entitled to because I am the account holder and the documents that I subsequently submitted were verified.
Now my player account has been temporarily blocked. Without information, without email
Please help me get the canceled winnings of 4000€.
Edited
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1 month ago
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Update:
My player account has been temporarily blocked. Without notice. Without information.
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1 month ago
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Update:
Player account is free again. There has been no response so far.
Best regards
Ina D***
Edited by a Casino Guru admin
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1 month ago
Thank you very much for your reply, ina03. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Also, please send me a document confirming you are a legitimate bank account owner. Thank you in advance.
