The player from Germany had won a prize at PLATINCASINO but faced withdrawal issues due to alleged multiple accounts, which she denied. Despite weekly email inquiries, she received repeated responses about account activation without any proof being provided. The Complaints Team had reviewed the situation and concluded that, due to the presence of multiple accounts within the same household and shared device usage, it could not be established that only one account was being operated by her. As a result, the complaint was rejected based on the casino's terms and conditions.
Platincasino - Player’s withdrawal is delayed due to account dispute.
Amount: €38,000
Platincasino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
Dear Sir or Madam,
About a month ago, I won a prize at PLATINCASINO. When I attempted to withdraw part of it, I was informed that I have multiple accounts. This is not true. I have written emails weekly to address the issue, but each response states that the account will not be activated because I supposedly have multiple accounts. I have also asked them to provide proof, but received no response. I kindly ask for your assistance in this matter.
Best regards,
Automatic translation:
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1 month ago
Dear theplay2,
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.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
Have you used any VPN or IP-masking software to access the casino website?
Could you please advise if you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus?
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,
Veronika
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1 month ago
Dear theplay2,
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.
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1 month ago
Translation
So in my household my mother also has an account she first had an account at platincasino I played on her account with the cell phone which is our home phone and then I created one for myself as the battery capacity of my cell phone is very low I always use my cell phone to deposit and the cell phone home phone to play but one account is my mother's I explained that to her then they unlocked my account again and transferred 4000 euros to me because I sent them documents and they verified it and now because I have such a high amount of winnings they say I have several accounts I can happily use all 3 IP addresses from my cell phone, from the cell phone which is our home phone and my mother's
I also won all the winnings without a bonus because I never used the bonus. I played on the highest slots, i.e. 10 euro slots up to 45 euro slots, that's why I won the big sum. I really don't understand the world right now. The strange thing is why didn't the problem appear when I deposited money. I ask for your help and thank you in advance.
lg
jamila r.
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Thank you for your reply. After reviewing the Terms and Conditions of Platincasino, I found the following clause:
Each player is allowed to create only one (1) personal account. Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors. Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.
Since both you and your mother have accounts with this casino, reside in the same household, and use the same device to access the casino website, it becomes impossible to conclusively prove that only one person is operating each account.
I am sorry, but given these circumstances, we are unable to assist you further with this complaint. In the future, I strongly recommend adhering to the following practices to avoid similar issues:
- Create only one account per casino.
- Deposit money using your own payment method.
- Play exclusively on your personal device.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
