The player from Germany initially won at Platincasino but was later informed that a system error altered her balance from 65,000 euros to 10,000 euros. After attempting to withdraw two amounts of 4,000 euros and 3,500 euros, her withdrawals remained pending, and she eventually lost access to her account.
Platincasino - Player’s withdrawals are delayed and account access is blocked.
Amount: €65,000
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 opened
Current status
Waiting for Casino Guru to reply
5d 15h 21m 58s
Case summary
yesterday
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3 weeks 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,
Automatic translation:
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3 weeks 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 weeks 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
Automatic translation:
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3 weeks 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
Automatic translation:
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2 weeks 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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2 weeks 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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1 week ago
Translation
Good day,
Is there already an update?
Best regards
Automatic translation:
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1 week 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.
Casino Guru is examining the case
Stefan is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
