The player from Germany had her bonus winnings capped. The complaint was rejected as we did not receive any response from the player regarding our messages and inquiries.
Platincasino - Player’s winnings have been reduced.
Amount: €1,000
Platincasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I received cashback which I wagered and then converted to real money (€8.88). With this money I won 1000 euros, but Platincasino refuses to pay me this money. It means that the possible amount that can be paid out is based on the cashback that I received.
I have already informed in an email that I will take legal action against PaltinCasino if you do not pay me the money.
Automatic translation:
Public
Public
1 year ago
Dear lisaweiss666,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general bonus terms and conditions, and this is what I found (here):
To reach the wagering requirements the whole bonus amount needs to be wagered a specific number of times.
Example: You are granted 100 free games for the slot BOOK OF DEAD and win an amount of € 25.60. Out of this you make a winning of € 850 after reaching the wagering requirements (e.g after wagering the amount x times according to the terms and conditions). You are now allowed to convert your bonus into real money. The maximum cash out amount is displayed in your cashier.
Could you please advise how much was your rewarded cashback bonus? Ideally, please forward the game history to petronela.k@casino.guru.
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
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1 year ago
Translation
Additional comments from the player:
The cashback amount was €8.88.
With this cashback I played and won some money. After that I converted the bonus balance into real money. Real money was back to €8.88 as that was the original cashback. With this real money I won a little over 1000 and wanted to cash out 1000. I also received a withdrawal instruction via email and about 1-2 hours later this was the response from Platincasino.
Automatic translation:
Public
Public
1 year ago
Thank you, lisaweiss666, for your email. Could you please forward your game history too?
