The player struggles to withdraw his winnings as the casino is making excuses. The complaint was closed as the casino proved that the player's RTP was bugged due a technical issue and the winnings generated from it are not valid.
Platincasino - The player struggles to withdraw his winnings.
Amount: €905,000
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 closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Beware of fraud
Hello, I won 905,000 euros. After 17 hours of play, luck was on my side, so I thought. After I wanted to pay out my money, I was told that there was a software error, I played more than 10 games, if so, what can I do? But if I lose everything is fine then I was offered the money that I have paid in so far. But before that I was promised everything I was happy to have me open an extra bank I was even assured that the money is already on its way my deposit offer without me having confirmed it, they sent it to me now i'm with a lawyer in this matter please help me or tell me what i can do i have lots of photos sreenshots prove everything if they don't answer me or give me another suggestion I would like to go to court so that the sharpest thing is to try to get a German license, please don't give them a license, they cheat us with our money, there is a criminal offense v or cheating if we lose no one tells us what please help me with it
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1 year ago
Translation
I have everything as proof photos screenshots and videos how i play and what they answered me and the excuses of them please help me if you need something from me then i will send you everything i haven't seen a case like mine is there no mistakes from me
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1 year ago
Hello Humeyraguener,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platincasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Did you receive any of your winnings so far? When was the last time you spoke to the casino and what was it about? Did they specify why they want to refund only your deposits?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
I've been since September 3rd, 2022, about since then I've been verified with them, everything worked with my data until the story software error came because they had no other excuse. I even have the payment confirmations where they canceled afterwards and made me an offer what i didn't confirm to send back my deposit amount this is the first time i won and want to cash out i played real money with no bonus or anything if you send me an email where i can send you all that would be fine all the pictures all as I was promised, I wrote to them the last time 2 months ago, then they simply sent me the money that I paid in, I am currently working with a lawyer from Malta on this matter, where they are not answering, the next step would be now to open court proceedings
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1 year ago
Please forward it to nikolas.b@casino.guru. I would also like to ask you to send only proof relevant to this complaint.
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1 year ago
Translation
Hello Nikolas I have now sent you everything by email if that should not be enough I have more man I have secured everything please pay attention to the pictures I also have 36000 coins also cook on my account how else should I have so many coins I have for hours played for high stakes please help me with this
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1 year ago
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After you have looked at everything please help me tell me where I can complain about the no winnings and despite applying for a German license please help so that no other people are fooled and believe in the one there what could win if so, the numbers aren't out anyway, that's a scam, as I've noticed, they all write the same thing, that they don't pay out, I have videos of the game, everything
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1 year ago
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Where can I complain or on which pages can I complain
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1 year ago
Hello Humeyraguener,
Can you please forward us your full betting history or request it to the casino and then send it to us?
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1 year ago
Translation
Hi nick these are more than 1000 pics but i have already made a lot of screenshots of how my game started and how i won i just need to make the pics in pdf file then i will send you everything could you give me an email page where i can can send it
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1 year ago
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Full game history is very much like i said i will send you second by second how i played also bought free books that man can buy in game for money then you are directly in the game
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1 year ago
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Hello Nick again, do you perhaps have a WhatsApp cell phone or a telegram where I can send you everything else that would be over 100 emails with 10 photos how do we want to do it can you give me an email address
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1 year ago
Hello Humeyraguener,
Unfortunately screenshots are not enough as evidence in such cases that's why I requested the betting history.
However, to make the process faster, I would like to ask Platincasino to join us and help us resolve the player's issue.
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1 year ago
Translation
Ok perfect because you can't do it any other way or I'll give you my login details and you'll take a look
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1 year ago
Hi CasinoGuru,
I can confirm Win was voided because of Game Error which gave this player 700% RTP.
We have already explained this multiple times.
Anyway we'll provide further documentation to CasinoGuru in order to proof our case.
And will get back soon as possible.
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1 year ago
Translation
What is 700rtp?
i only got the money i deposited nothing more i won without error please casino guru help me
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1 year ago
Dear Humeyraguener,
It means that there was a game bug which was leading to win with a very high possibility. It is mostly the game provider's error. Can you please advise if you received back your bets from the casino?
I would also like to ask Platincasino to forward the mentioned evidence to nikolas.b@casino.guru.
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1 year ago
Translation
I only got the money I deposited nothing more but I won 905 thousand euros with several games played many games over 22 hours recently saw it on my game history if you send you the whole history you can see it
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1 year ago
Hi Nikolas,
have sent you Proof regarding technical Issue by Email.
As we can't post those details here.
Please check and let us know if anything else is needed.
Regards,
lena
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1 year ago
Dear Platin Casino,
Thank you for the e-mail provided. I will soon reply to request additional proof.
Regards,
Nick
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1 year 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 year ago
Translation
Hi nick could you please send me this email from where the error should be
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1 year ago
Hello Humeyraguener,
The casino basically sent us the betting history. It was clearly visible there that you have played 1 game only where the RTP (based on the confirmation from the provider) was bugged due a new integration.
Unfortunately, we can't hold the casino responsible for a 3rd party issue (game provider in this case) and we can't further process in the complaint.
All I can recommend is to contact directly the game provider or the licensing authorities but I doubt that the outcome would be any different.
I'm really sorry for the outcome but you have to understand that it was not the casino's fault.
Is there anything else we could assist you with? If not, we will be forced to close the complaint.
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1 year ago
Translation
Can't be I've played a lot of games I can prove that you can send me the game history I'll do it with a lawyer
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1 year ago
Hello Humeyraguener,
Unfortunately we can't share anything the casino forwarded to us. You need to request it from them directly. As we have a clear evidence of a technical issue with the slot game, we will be now forced to close the complaint.
Please understand that the casino is not responsible for game provider issues and this may happen in any casino with any game.
I hope we will be more of a help next time you will come across an issue with any online casino
Best regards,
Nick
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