Platinumclub VIP Casino - Player's asking for a deposit refund.

I opened this account less than a week ago. I deposited (very silly of me) over a thousand pounds to them. I questioned them about the Merchants that were showing up on my bank (none of which are registered with Visa under the Gambling category) my debit card is actually blocked from Gambling transactions but still the deposits went through. (yes I have mental health issues and find i'm gambling too much). The reply about the Merchants from this is as follows:

Dear Rachel,

Thank you for contacting Platinumclubvip Risk-payments Team. 

We would like to inform you that these are descriptors used by our payment provider, which is not up to us to decide, but we can see your deposits in our back office.

Regarding all deposits, as our terms state, the same way that we would honour any bets placed whilst the account was open we of course cannot refund any bets placed in the reverse of this. 

Your account is now closed,will not be reopened again and i wish you all the best.

Kind regards,

Risk Payments Team

Not only did they close the account (there suppose to do daily cashback) so I never got any of that before they closed the account.

They will not refund my Money which I find is unfair. Also I am convinced the games are fake as I play a certain game for years and when you click on the game it brings up another game, this has happened to me on a few sites I have joined this week.

In fact I have deposited 3k to sites a few different name sites of course and yet they all on everyone of them come up as merchants in Nigera, and I have a whole list of Merchants. Apparantly I have been doing yoga in Nigeria, been to a lactation specialist, oh the list is endless. I have been totally abused by these casino's and I guess I'm the vulnerable one and the one feeling absolutely suicidal over all of this. I did stop gambling and joined GamCare years back and am still on there but these are casino's that accept players from anywhere and take our money. I have lost thousands due to casino's excuses and they are all individual casinos. The complaints i have with certain casino's goes on and on for the last couple of years.

I hope you can help in these complaints. Could I list all the casino's in one complaint or individually? I'm confused.

I'm sending a file of casino names (lots) about 60% of them I have issues with. I don't know if you can help. I also have lots, and lots of Merchant names not under the correct category for gambling with Visa. Like I said My card is blocked from gambling transactions.

Please advise and help me.

I have a statement for transactions made on 23rd June to Platinum it won't allow me to upload. 1200 uk pounds.

Many thanks.

Dear rachelgould67,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I must admit that it is quite complex and I am not sure how we could help. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

Could you please advise if there are any funds being held by the casino? If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you. Also, if you lost your deposits by your own choice, we don't think you are entitled to a deposit refund unless you informed the casino about your gambling problems prior to making all these deposits.

In regard to the information about fake games, I would like to inform you that we cannot make a case solely based on what you are describing or your assumptions. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. 

Thank you in advance for your reply.

Best regards,

Kristina

I'm really suffering with my mental health right now.

Please help. I have been fighting bingo and casinos in the UK and abroad for years as I'm on gamstop for years now.

What could I send to help this case?

I'm extremely confused right now.

So many casinos.

I have it on my bank all the transactions.

To Merchants names I don't recognise. I also have my banks blocked from gambling transactions but they bypass visa by not registering under the correct category of Gambling which is illegal.

Well they closed the account before doing my cashback . Would of been a lot of money on my transactions

Regards.

Rachel

How can I add to this (document)

I will send to your email

Thanks

I sent via your email.

Regards

Rachel

Thank you for your reply, rachelgould67. I am sure you understand that Gamstop protects you only if you play in casinos with a UKGC license. Unfortunately, this is an offshore casino operating without a license. If you didn't inform the casino about your gambling problem before you started playing, I am afraid that there is not much more we could do here.

Moreover, no casino is obliged to give you any bonuses and we cannot force the casino to reopen your account just to credit you the cashback bonus. If the casino didn't withhold your winnings or real money deposits, we are not able to proceed with this complaint. I am sorry, but as of now, I don't see any valid reason to ask the casino for a deposit refund.

Please, let me know if there is anything else that would help us to support you in this case, otherwise, I will be forced to reject it. Thank you for your understanding.

This is not to do with bonus I never take bonus.

I never asked for a refund.

I pointed out my issues.

They offered me 500 euro.

Confusion with casinos here. The 500 euro is ALLCASHBACKCASINO

I am sorry, but as I explained earlier, there is not much we could do here. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.