Platinumclub VIP Casino - Player's request for account closure ignored.

Hi,

Same issue as I had with other casino, I have been using this casino for about 2 years, I must of emailed about 50 times telling them to delete mt account and never reopen it due to my issues gambling, everytime they just reopen or its automatically reopened, I have asked them for 1500gbp refund as that was my latest deposit which I think is very reasonable as I've probably spent x10 on the website in my time, there is 0 response from the casino regarding the issue

Dear Hendo123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platinumclub VIP Casino.

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

• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. If the casino didn't respond, please share your attempts to contact them anyway.
• Could you please share any relevant request for account closure you sent to the casino in which you informed them about your gambling issues?

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

Hi,

I have about 50 odd emails to the company stating these issues so could send them across but there is alot, I have contacted them several times to resolve this issue and they don't respond, seems like a corrupt site going off the other reviews aswell

I apologize for not replying sooner

No need to send 50 emails, however, please send at least a few so we may acknowledge your efforts to self-exclude warrant a refund. I apologize for the inconvenience.

Hi,

No worries, I think its a lost cause with this one to be honest, you can see by their ratings and things they're not bothered and I haven't recieved any response from them in over a month, which says alot about them in general

Dear Hendo123,

Without your participation, we'll have no option but to reject the complaint. Let me share a few resources that might be of some help to you going forward.

If gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_33=true)

As a player from the UK, it's recommended you register with GAMSTOP at https://www.gamstop.co.uk/ if you haven't done so already.

I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Please let me know whether you wish to proceed with the complaint, otherwise it'll be closed. I'll await your reply.

Dear Hendo123,

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.