Platincasino - Refund request after self-exclusion.

I had self-excluded myself and even received an email confirming that the exclusion was successful. However, I was still able to make an additional deposit of 80 before I was finally blocked. I would like to have that money returned...

Dear Pallmall1904,

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 specify the timeline of each event you are describing? (self-exclusion request, the confirmation, subsequent deposit)
• Did you specify the reason for the self-exclusion in the casino when requesting it?
• Do I understand correctly the casino account is no longer accessible to you?
• Have you asked the casino to refund you the deposited amount directly? With what result?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

On December 26th On 9:59 p.m. I received a response from the casino that my account was closed due to a self-speech. On December 28, I continued to deposit 80 euros into my account. After complaining, my account was actually closed. I have now asked twice about a refund and have always been told that the case is known.

Dear Pallmall1904,

• Please send me the confirmation you received from the casino
• and if you have a receipt or a screenshot of your deposit in the casino, please forward it as well. My email is tomas@casino.guru

I'll await your reply.

Case has been settled. Casino transferred the money back to me...

Dear Pallmall1904,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru