The player from Germany initially won at Platincasino but was later informed that a system error had altered her balance from 65,000 euros to 10,000 euros. After she attempted to withdraw two amounts of 4,000 euros and 3,500 euros, her withdrawals remained pending, and she eventually lost access to her account. The Complaints Team communicated with Platincasino regarding her issues, including the lack of access to her account and the need for transaction history. Ultimately, the player decided to close the complaint as rejected, expressing dissatisfaction with the lack of communication from the casino.
Platincasino - Player’s withdrawals are delayed and account access is blocked.
Amount: €65,000
Platincasino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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3 months ago
Translation
Dear Sir/Madam,
At the end of June, I won approximately 118,000 euros at Platincasino playing Gates of Olympus, without using any bonuses or similar offers. Everything seemed great at that time.
Following the usual procedure at Platincasino, I made two separate withdrawals of 4,000 euros and 3,500 euros, respecting the weekly withdrawal limits. Both withdrawals were processed and received without any issues.
After waiting a week for my next withdrawals, I logged into my Platincasino account, and suddenly, I received a notification stating that the win was the result of a system error and my balance was adjusted from around 65,000 euros (since I had unfortunately lost some money in the meantime) to 10,000 euros. This was the first issue that I couldn’t understand.
Then I attempted to make another two withdrawals (4,000 euros and 3,500 euros), which were pending, but nothing happened. After multiple contacts with live chat support, I was informed that the delay was due to a high volume of transactions and that the withdrawal would be processed by the end of the week (around August 24, 2024).
However, no withdrawals were processed, and by this Wednesday, I found myself unable to access my account at Platincasino.
Consequently, I can't take any screenshots of my winnings, etc.
I only have the replay saved. (https://fkivsk.hrqhregkxq.net/dvJeEzUK7s)
I hope you can assist me, as I don’t know what else to do.
Sincerely,
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3 months ago
Dear sin0ne,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise how long were you a player of the casino and when exactly was your account blocked?
- How did you learn about your account being blocked?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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3 months ago
Translation
Hello Thomas,
I'm not sure, but I must have been registered with Platincasino for over 4 years.
Of course I was also a platinum member.
The account must have been blocked between August 19 and 21.
At least on August 21st I was no longer able to log in and I didn't receive any emails about "forgot password" either.
Unfortunately, I have not had any written correspondence as everything was handled via live chat.
And everything that came to me by email has unfortunately already been deleted because my mailbox was full and I had to make space.
Best regards
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3 months ago
Translation
Hello, I have now tried to reset my password again.
Now I finally got an email and reset it.
When logging in, I am asked for an authorization code, which I do not receive in any way.
This is a quick update.
Best regards
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3 months ago
Thank you very much, sin0ne, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Dear sin0ne,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Platincasino representative to join this conversation and participate in resolving this complaint.
Dear Platincasino,
Could you comment on this?
Thank you in advance for providing the information.
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3 months ago
Translation
Good day,
Is there already an update?
Best regards
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3 months ago
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.
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2 months ago
Hello,
apologies for the late response.
The player won several times big, which was followed by a win-check through the game provider, standard procedure, all came back as legit.
Afterward, player tried to withdraw couple of times on the 05.08. which were denied due max cashout. Player was informed. The next day new withdrawal request were send and processed and cashed out.
There are no further withdrawal requests since then. Therefore, the player used all remaining funds for playing.
Thanks,
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2 months ago
Translation
Good day,
I said that the first two withdrawals worked without any problems (although that was before August 5th, on July 29/30th).
I also said myself that some money was lost again, but not all of it.
As I said, before August 1st there was still about €65,000 of the original €118,000 in the account.
On August 1st, I looked at my account at around 3 p.m. and there was only €10,000 left, down to the cent, with a notification saying that my balance had been adjusted due to a system error.
I am enclosing a screenshot of the account balance on that day!
After that I wanted to withdraw at least 7500€ of the 10000€ -> I lost 2500€ there too!
The payout was delayed and I was constantly told in the live chat that there were problems with the payment service provider and that I would get the money at the end of the week.
The money has not arrived yet. I don't know the status of the payouts because I can't access my account due to the missing authorization code from the 2FA app.
Therefore, I would be grateful if you could reply to my email regarding the lack of access to my account.
Best regards
Edited
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2 months ago
Hello,
after checking the game history again, we can confirm, that the funds were used to play and lost. No game issues were detected.
As previously confirmed already, over 5k were paid out on the 09.08. (withdrawal request from 06.08.)
Thanks,
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2 months ago
Translation
Hello,
I ask you to help me get back into my account.
To view my withdrawal history and game history.
Best regards
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2 months ago
Translation
I would also be happy to receive proof of the alleged transfer of €5,000 with information about the account to which this money was transferred.
Best regards
Edited
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2 months ago
Dear Platincasino,
Could you provide us with the player's transaction history and gaming history/game log? You can send it to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
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2 months ago
Hello,
a request was send to the relavant department in order to remove the 2F-Authentication, so the player can renew it and login. The player account is open, player deleted the needed app for login.
Prove of the 5k withdrawal:
Amount 4,000 EUR
Success Yes
Payment System Finteqhub Seamless - APM37~Pay via bank
Action Cashout
Finished at 2024-08-09 11:29:06
Amount 1,000 EUR
Success Yes
Payment System Finteqhub Seamless - APM37~Pay via bank
Action Cashout
Finished at 2024-08-09 11:29:11
In order to be able to get a complete overview of the Transaction list, game history and personal data, the player has to request a GDPR request via email.
Thanks
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2 months ago
Dear Platin Casino,
Thank you for your response and the information provided.
We cannot accept the above-mentioned "proof of payment". We will need at least the player's transaction history and the player's confirmation.
Hello Sin0ne,
Could you follow the casino's instructions so that we can access gaming and transaction history?
Could you confirm if you have received the payments of 5000€ and 1000€?
I'll be awaiting your reply.
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2 months ago
Translation
Hello,
The current status is that I still do not have access to the account.
GDPR information is requested.
Best regards
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2 months ago
Hello Sin0ne,
Could you respond to my question regarding the previous withdrawals?
Dear Platincasino,
Could you provide us with the gaming history and transaction history? The player requested a GDPR request via email.
I'll be awaiting your reply.
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2 months ago
Hi Team,
Yes they have requested it via Email and we are still wiating for their answer for the personal security questions , once we receive them, the Request is being forwarded and Data can be received within the regulated time frame.
Can you from Casino Guru give me an Email Address to send in meantime parts of the gaming history ?
Thanks,
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2 months ago
Dear Platincasino,
Thank you for your response and the information provided.
You can send it to my email address stefan.m@casino.guru.
Please keep us updated.
I'll be awaiting your reply.
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2 months ago
Hello Sin0ne,
Are you sure you don't want us to investigate further and close the complaint as rejected?
I'll be awaiting your reply.
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1 month ago
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.
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1 month ago
Hi Team,
We have already replied to this complaint and sent parts of the gaming history.
Thanks
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1 month ago
Dear PlatinCasino,
Thank you for your response and the information provided. I apologize, I have accidentally set the timer on the Casino instead of the Player. I will set the timer accordingly.
Hello Sin0ne,
Are you sure you don't want us to investigate further and close the complaint as rejected?
I'll be awaiting your reply.
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1 month ago
Translation
Yes, I don't see any perspective here and just want to put the whole thing behind me.
There was still no communication with me from Platincasino.
No response to my emails, no alleged help with the 2FA problem.
Thank you for your help anyway!
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