Platincasino UK - Player's account was blocked.

Hi there, need your assistance casino guru. I have been playing with Platin Casino for a few days and they asked me to verify my account which I did and there was no problem with withdrawals however, day before night just after depositing £700 they stopped me from playing and asked me to provide my source of funds which I was bit hesitant to do so but I dis so thinking thats the only way i would get my money back, so I provided them my 3 months pay slip and bank statements and they removed the block my account. I have had a bad experience in the past with some casino company so I'm a bit suspicious and hence why I decided to withdraw that £700. Today, I got an email stating I didn't wager with my deposit money so they need to know the reason and when I login to my account it states due to anti money laundering my account is blocked even after I have provided them all proofs which I repent.

I just don't want to play on their website and want my money back, period. I'm genuine player and play with my hard earned money.

Request you to kindly help.

PS: I did check your page before signing up with them but should have looked into the complaints before doing so.

Thanks

RV

Dear rachitverma24,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I checked the t&c of the casino and found this: https://www.platincasino.co.uk/terms-conditions

2.1.9. Due to the laws and regulations concerning anti-money laundering and gambling and also its licence conditions, the Company is required to make checks to verify your identity and the source of funds deposited by you. The Company may at any time request you to not only verify your identity and address but also request proof of ownership for any payment method used to deposit or withdraw funds. The check may also include a verification of source of wealth and/or source of funds. If sufficient verification documentation is not provided, we have the right to confiscate/void possible winnings.

2.2.6. The total value of the deposited money is subject to a minimum of one (1) wagering prior to being withdrawn.

Please allow me to ask a few questions so I better understand the situation.

Could you explain which games did you play in the casino (slots, live games, multiplayer)? Did you complete the mandatory deposit wagering as far as you know? Under which conditions did the casino allow you to reopen your account and withdraw your winnings?

I’ll await your reply,

Best regards,

Tomas

Hi Tomas, thanks for getting back to me. I will try and explain in the best way possible. I only played Baccarat and deposited £300, £500, £300 and £500 in the beginning and also made a few withdrawals which were credited to my account. My last deposit was £700 and soon after the deposit they stopped me from playing asking for proof of funds so I provided my 3 months bank statement and pay slip and they removed the block after a day but by then I didnt want to play any more and thought they were asking for too much of my personal information so I decided to withdraw my last deposit money of £700. I then got an email from their payments department as below:

Dear player,

We hope you’re enjoying your time with us.

We are contacting you from our Payments Team because recently you have requested for withdrawal without wagering your deposit. Please be informed that as part of our compliance procedure, your activities on our website had been reviewed. It is important for us to ensure that you enjoy the highest standards and that your gameplay is safe and fair.

After careful review of your account, please be advised that we have temporarily blocked transactions in your account. In order to proceed with your withdrawal please provide an explanation of why you did not wager you deposit prior to withdrawal according to point 2.2.6 of our Terms and Conditions?

If you have any questions you are always welcome to contact our customer service team.

I replied stating I no longer want to play with them due to bad experience of asking for various proofs and unsatisfactory service as their live chat is of no use and do not give a valid answer and they keep asking for more and more documents. I didn't get any reply from them for 2 days now and when I Login to my account it states withdrawala are not allowed due to anti money laundering. At this stage, I'm not sure if it's due to not wagering that £700 or other reasons to which I havent received any response. If I'm given assurance that when I will wager that £700 1 time as per their terms then I'm happy to play even though I dont want to. I believe I should have the right to withdraw my money if I'm dissatisfied with their service, hope that information helps. Thanks

Thanks for the explanation, rachitverma24.

The mandatory wagering of real money has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and this is usually set by the Licensing Authority. All serious and licensed casinos have to comply with and follow these policies.

If you are able, I would recommend fully completing the wagering of the deposit, otherwise, the casino might not be able to allow you to withdraw.

Would you be able to explain which documents the casino is asking for? Which of these documents you provided and which you didn't?

Dear rachitverma24,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.