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I received cashback which I wagered and then converted to real money (€8.88). With this money I won 1000 euros, but Platincasino refuses to pay me this money. It means that the possible amount that can be paid out is based on the cashback that I received.

I have already informed in an email that I will take legal action against PaltinCasino if you do not pay me the money.

Ich habe einen Cashback erhalten, den ich umgespielt und dann in echtes geld umgewandelt habe (8,88€). Mit diesem geld habe ich 1000 euro gewonnen, dennoch weigert sich platincasino mir dieses geld auszuzahlen. Es heisst, der mögliche auszahlbare betrag verläuft sich auf den cashback, den ich erhalten habe.

ich habe bereits in einer email darauf hingewiesen, dass ich rechtlich gegen PaltinCasino vorgehen werde, sollten Sie mir das geld nicht auszahlen.

Dear lisaweiss666,

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

I have checked the general bonus terms and conditions, and this is what I found (here):

To reach the wagering requirements the whole bonus amount needs to be wagered a specific number of times.

Example: You are granted 100 free games for the slot BOOK OF DEAD and win an amount of € 25.60. Out of this you make a winning of € 850 after reaching the wagering requirements (e.g after wagering the amount x times according to the terms and conditions). You are now allowed to convert your bonus into real money. The maximum cash out amount is displayed in your cashier.

Could you please advise how much was your rewarded cashback bonus? Ideally, please forward the game history to petronela.k@casino.guru.

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

Best regards,

Petronela

Additional comments from the player:

The cashback amount was €8.88.

With this cashback I played and won some money. After that I converted the bonus balance into real money. Real money was back to €8.88 as that was the original cashback. With this real money I won a little over 1000 and wanted to cash out 1000. I also received a withdrawal instruction via email and about 1-2 hours later this was the response from Platincasino.

Additional comments from the player:

Der cashback Betrag lag bei 8,88€. 

Mit diesem cashback habe ich gespielt und etwas geld gewonnen. Danach habe ich das bonusguthaben in Echtgeld umgewandelt. Echtgeld lag wieder bei 8,88€, da dies der ursprüngliche cashback war. Mit diesem echtgeld habe ich etwas über 1000 gewonnen und wollte mir 1000 auszahlen lassen. Ich habe auch eine auszahlungsanweisung per email erhalten und ca. 1-2 stunden später kam dann diese Rückmeldung von platincasino. 

Thank you, lisaweiss666, for your email. Could you please forward your game history too?

Dear lisaweiss666,

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, we cannot proceed with the investigation or provide any potential solutions due to the lack of response from the player.

The complaint can be reopened by the player at any time.