Platincasino - Self-excluded player's account opened, resulting in losses.

I have self-excluded myself from Platincasino since 2020 due to a severe gambling problem, and my account at Platincasino has been closed since the same year because of this issue. 

On February 1, 2023, I sent a new self-exclusion request to all casinos currently operating in the market, including Platincasino.

I sent a new email again on November 6, 2023, to Platincasino about my gambling ban and only received the following reply:

Dear,

Thank you for contacting us.

We are currently examining your request with the appropriate department and will update you as soon as we have a response.

If you have further questions in the meantime, do not hesitate to reply to this email at any time.

Best regards,

PlatinCasino Support

You should not have accepted my deposits, as I should be protected. 

The chat at Platincasino is not functioning, customer service doesn't respond. No one is resolving my problem. I can't get in touch with them at all. 

Despite this, my gaming account remained open until November 6, 2023, and I managed to lose €800.

I received a response from Platincasino stating they had opened my account, but I NEVER requested to reopen my account.

The chat still does not function, and customer service fails to respond.

Dear Lolna123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked your forwarded screenshots:

• Could you please advise if your account is accessible now?
• When did you place your last deposit?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The account is closed on 17.11.2023

Last deposit 11/17/2023

Did you make any deposits from the 6th to the 17th of November 2023, please?

Yes, I made about 800e

Could you please forward any payment receipts of those deposits to petronela.k@casino.guru? Thank you.

Sent to you! Since I can't log into the platincasino account, I had to send the receipts I got from the Skrill service. They are the only ones I have.

Thank you very much, Lolna123, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello,

www.platincasino.com is a gaming facility licensed under the laws and Regulations of Curaçao monitored by its authorities, which meets all applicable legal requirements.

Player's participation in the games and deposits were legal at all times. Please refer to Section 8 of T and Cs which were accepted by the player in question.

Best regards.

platincasino I don't understand your answer. Even if your terms of use say that you are not responsible for lost money, you are responsible for protecting the problem player where you have failed. You shouldn't have reopened my already closed account due to a game problem because I never asked for it. I should be protected! I asked you again on November 6, 2023 to close the account, where you also failed. Your customer service is not working, your chat service was not working for almost 2 weeks, you fixed it recently. No one will help!

Could you please respond platincasino you are impossible to catch. Why don't you answer my email?

Dear Platin Casino team,

Thank you very much for your cooperation. Upon receiving notification from a player about a gambling problem, it is expected that the account be promptly closed. While we recognize that internal processes may require some time, our maximum acceptable timeframe for resolution is three business days from the initial request.

The player reported the gambling issue on November 6th, but the account was only closed on the 17th. Could you provide clarification on the reason for this delay?

Platincasino also responds

1. why did you reopen my account without me asking?
2. The payments from my deposit to you went to Hollycorn NV Company. I have also been banned from all Hollycorn NV Casinos due to gambling addiction since 2020.

Hello,

why did you reopen my account without me asking?

We do not have any records and highly doubt that this email was sent to us. We require proof of the email being sent to us.

The payments from my deposit to you went to Hollycorn NV Company. I have also been banned from all Hollycorn NV Casinos due to gambling addiction since 2020.

Player is locked on several brands, but there is nothing in place from excluding her from all brands.

Regards,

Sorry, you don't answer the questions I ask at all. I sent you an e-mail blocking request on November 6, 2023. I have sent you LOTS of evidence of this email being sent, including video evidence, several screenshots.

if you read your email you would know.

you don't answer me for weeks, your customer service is really bad, it's impossible to get hold of you.

yes I am blocked from all brands, because of this you would not have been allowed to REOPEN my account.

a. I never asked for it.

b. You must never open a gambling addict's account.

c. You knew I was a game addict, yet you did this.

Dear Lolna123,

Can you provide me with a better screenshot so that the email address you sent this email to will be visible?

Josef I sent you an email. I have also sent this to platincasino many times but they do not respond.

Lolna123, thank you for such a prompt reaction.

Dear Platincasino team,

I have sent the evidence to your email address. Please note that the player was able to send it within 5 minutes of my request. Could you kindly respond?

Platincasino I also ask you to check your own email, I have sent you several proofs of the message you asked about on several occasions. I hope to hear from you soon, I haven't heard from you in 2 weeks. It would at least be polite to respond, and take this complaint seriously.

Josef, thank you, I hope we can solve the case soon and platincasino would cooperate more actively.

Hi Platincasino, have you checked my email?

1. you informed me that you re-opened my game-dependent Game Account due to a license change, even though I never asked for it. Your terms and conditions state that the account is permanently closed unless the customer asks for the account to be reopened.
2. I sent you an email on November 6, 2023, but you never complied with my request.
3. I have sent you numerous emails with no success, you are not responding to anything.

I asked today in the chat what proofs they still want because platincasino stated above in their answer that they want proofs, I also asked if they have examined the email proofs that I already sent several weeks ago, they don't even know what I'm talking about.

I don't know what to do anymore?

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.

Dear Lolna123,

As soon as we were informed of your gambling on the new licence, we blocked your account accordingly and, as you can see from the screenshot you sent us, we do not reopen such accounts.

In your case, you essentially re-registered on a platform that had moved to a new licence, accepted the terms and conditions and started playing. The entire database of these temporarily banned players had previously received an email informing them of the change.

We also never received an email on the 6th of November 2023 and we have checked all our records and our system stores all emails.

Furthermore, in your initial conversations and communications with us, you never mentioned any email on the 6th of November 2023 and only started mentioning it recently after you were informed that your deposits were legitimate.

On the basis of these statements, we are unable to refund any of your deposited funds.

We are sorry that we cannot satisfy your requests, but we stand firm with our final decision.

Hi, sorry but this is not true.

1. as I said, you are not allowed to reopen a player's account that has been closed due to a gambling problem, even if your license has changed. I never asked for the account to be reopened.
2. as i have said all along if you read my e-mails i have said 2 things from the beginning. 1. Why did you reopen my account 2. I sent you an email on 6.11. These two true things I have repeated to you from the beginning in every communication. But you don't react to anything.
3. if this is your final decision I am concerned about the safety of your casino and I think Josef you should intervene and warn other players in general.
4. I'm sure you agree with me that the communication between you and the players is difficult and requires improvement. The chat service was closed for several weeks, today it works but you can't get concrete answers from there. it's impossible to reach you by e-mail, you reply when you want, it often takes several weeks/ you don't reply at all. As a result, you have also not taken into account the true fact that I have been questioning and worried since the beginning why you did not close me on 6.11 when I asked for it again. I have all communication emails on file with you.
5. you can notice even from this complaint that it contains 2 things why you opened my account again and why you didn't react to my email sent on 6.11.

here is an example of how a responsible operator works and HOW to act.

Josef, could you react? Do you think this is correct? Thanks a lot.

Platincasino I don't understand you. You informed me a week ago in the chat that the case is under investigation and I will receive an answer by email. 6 days ago you inform me that you will not refund anything and your decision is final. Why didn't you contact me at any point? You never answered my complaint, you don't communicate with me by e-mail, even though you always say that the case is under investigation and I get a reply to my e-mail.

I think it would be at least reasonable to answer the player. Your customer service is really bad and it is impossible to reach you. You did not follow my instructions in my email sent on 6.11, you were not caught, the chat was then closed for several weeks.

to this day you act really questionable towards the players and don't respond. You don't even reply to my last post here

in casinoguru.

so I'm asking if your decision sent here to casinoguru 6 days ago was your final decision for my case? I think your decision is really inconsistent with how you treated me and failed to protect a problem gambler knowing that I am a problem gambler.

I didn't make a single withdrawal but If I had won from your casino you would have denied my winnings claiming that I should be protected and I shouldn't have been allowed to play on your site.

if you look at the latest review of platincasino on this site you can notice there is a player who experienced exactly the same fate as me. But you totally failed in my case because I asked you again on 6.11 to close me, without success.

I am extending the timer by 7 days due to the need for further examination of all the provided information.

Hi, has the casino provided you with any information? I would love to see them because they don't communicate with me.

let Josef know if you need anything else from me.

thank you.

Hi Josef, I just noticed that a new complaint has been opened about platincasino and the nature of the complaint is exactly the same as mine. The complaint can be found on casinoguru's page:

Platincasino - The player requests his transaction history from the casino

The difference in the complaint is that I asked for the game account to be blocked on November 6, 2023 and then their chat was closed for SEVERAL weeks, the only way to try to contact them was by email. Without success! As you can see their communication is really slow.

I am very worried about how the casino treats the players.

You asked for more time for the appeal, did you communicate with the casino? I'm mainly wondering if the extra time will help if the casino said above that they don't return deposits, and they haven't answered emails once and they won't answer me here either. Can you help me get my deposit back or do I have to go to court? Thank you Josef for your time.

Dear Lolna123,

I have asked the casino team for more information, and I will get back to you as soon as possible.

Hey, thanks for the information. What additional information do you need? Could I possibly have the information you are asking for that I can provide?

the casino seems like they are not responding 🙁

I have been waiting for more than 1 month for this case to be resolved with them, without success 🙁

Hi,

I would like to address the recent matter concerning the closure of your account due to alleged gambling issues. Contrary to your claims, we did not reopen the account after being informed about your concerns.

Upon thorough review, we found no record of an email requesting the account closure on the specified date, 6.11.2023. We have the original communication player from the date. Had you genuinely requested the account closure for your protection, and we mistakenly reopened it, we would promptly issue a refund.

However, this is not the case. After October 4th Data was transmitted and all players were informed. When you contacted us to inquire about the status of your account by then, it was not active at that time, as you needed to provide consent and accept the new terms and conditions to resume playing- which you clearly did.

To clarify again, you formally requested the account closure on 17.11., which we executed and did not reopen. Subsequently, you initiated refund requests, which we denied. It has come to our attention that you then submitted screenshots, falsely indicating that you had requested closure on 6.11.

In light of these facts, we stand firm in our decision not to refund based on misleading information. We appreciate your understanding .

We regret closing this matter without coming to an agreement, but we stand firm without final decision.

Hi, I honestly don't understand your answer.

You are just trying to accuse me without valid evidence, unlike I have everything on record in black and white. There have been several complaints on the Internet about your actions in the last 3 months, and specifically about the neglect of responsible gaming, so clearly someone is at fault on your end. But as in those cases as well as mine, you blame the player and leave the complaint unresolved.

I ALSO HAVE THE ENTIRE COMMUNICATION LOG STORED WITH YOU.

1. you clearly do not have all the communication history saved as you claim. Look at your upper casinoguru answer where you state "Furthermore, in your initial discussions and communications you never mentioned any email on November 6, 2023 and you only started mentioning it recently" I have said from the beginning in every communication with you that why did you not react to the email sent on November 6, 2023. Even this fact proves that you are completely lost with your e-mail. I have ALL emails on file with you.
2. why was your chat closed for 2-3 weeks and you couldn't be contacted anywhere? Just at that time when I sent the email.
3. I never received any email from you about accepting the new terms.
4. I have been banned from all Hollycorn nv casinos for a long time. on your platform, the payment to your casino went to your company hollycorn nv, of which Latiform BV is a subsidiary. The email sent to Hollycorn nv also read "requesting all affiliates to be blocked as well" would you perhaps like proof of this as well?
5. It is very irresponsible and unprofessional that you communicate with me only through the casinoguru platform and ignore all my emails and leave no reply and report conflicting information in the chat regarding my complaint. It would at least be reasonable in such a serious matter to contact the player directly or even reply to his email. It's a wonder that your email is what it is and you can't "find" messages when you don't even respond to players' messages.
6. I have provided you several times with evidence of the incident and several photo/video evidences of the email sent, but never received a response from you.
7. are you reporting that I am delusional? In what matter? In that I tell you how things are, and attach to the case evidence of the little communication between me and YOU. I think you are misleading and contradicting yourself in all the things I question and ask you.
8. Your casino operates under license 365/JAZ issued by Gaming Services Provider, NV authorized by the government of Curacao. I have also been blocked at all casinos operating under this license and the block request has also been the following "block me from all your sister sites as well"
9. Considering ALL the evidence, you knew from the beginning that I was addicted to gambling but you did nothing about it.

I am really disappointed in your decision and considering all the above, I would hope that you would reconsider your decision.

Dear Platincasino team,

Based on the information presented so far, we believe the player is entitled to a refund. If the player was already self-excluded due to a gambling problem with your brand in 2020, the change of license should not impact this fact, and such an account should not be reopened, nor should the player be allowed to register with the same credentials. Could you either provide us with more information or confirm that your decision is final?

Thank you Platincasino I replied to your email.

Many thanks Josef to you too.

I request platincasino's latest message to be private due to the visibility of my name.

I will notify you as soon as the refund has been paid.

Dear Lolna123,

I am glad to see we are close to the resolution, let me know when you receive the refund.

Hi, the payment came today! Big thanks! Case solved.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Lolna123, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot . An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef

Thank you! I rate you for good service and work!