Platincasino - Player’s withdrawal was delayed.

Ich habe mehrfach vor ca. 1 jahr versucht einen Großen gewinn auszuzahlen.. leider wurde durch diverse aussagen des Casinos verhindert das ich diese bekommen habe. Das Casino hat über 3 Wochen jedesmal etwas an meinem ausweis/kreditkarte beanstandet bis ich das gesamte geld durch meine sucht verspielt hatte.

Dear NEROXX,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

• Could you please advise if you've already informed the casino about your gambling problem so they can prevent you from playing?

Thank you very much in advance for your reply.

Best regards,

Kristina

Laut dem Casino war ein Problem das wenn ich mich Speeren lasse auch der Verfizierungs Prozess stoppt und ich dann mein geld erst nicht auszahlen kann.

Also musste mein Konto Aktiv bleiben

Thank you for your reply, NEROXX. Could you please advise if you currently have access to your casino account and if you have any remaining funds in there?

Zugriff habe ich derzeit keinen da mein Konto mittlerweile gesperrt ist.

Did you inform the casino about your gambling problem before you spend your winnings? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Leider habe ich keine Möglichkeit an diese Nachrichten zu kommen da diese über den Support Chat passiert sind und mein Account gesperrt ist und auch nicht entsperrt wird.

ich habe nur noch 2 Emails in denen mir wiederholt erklärt wird weshalb diesmal die Identitätsprüfung fehlgeschlagen ist.

Alles in allem habe ich alle Dokumente in diversen Formaten und sinnfrei geschwärzten Bereichen über 30x hochgeladen ohne das diese jemals akzeptiert wurden.

Nach einem gewinn von ca. 30.000 euro hat das ganze begonnen bei ca. 10.000€ habe ich mehrfach darum gebeten meine Auszahlung endlich zu bearbeiten weil ich mich nicht kontrollieren kann bis ich dann auch das letzte geld verspielt hatte von meinem gewonnen Geld.

Das Casino müsste diese Verläufe ja noch haben!

NEROXX, I'm sorry, but we won't be able to help you in this matter. The self-exclusion request is the essential evidence that the player must provide in order for us to proceed with a case like this. Since your account has been closed, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. If you disagree with our decision, you can try contacting the licensing authority.

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.