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Hello Guru Team, I have a problem with Platin Casino. I recently informed the casino that I suffer from gambling addiction and therefore wish to permanently close my account. Aside from a confirmation that support would look into it, nothing else has happened. I demand that Platin Casino permanently close my account and refund the amount I deposited after disclosing my gambling addiction, as it is a disastrous practice on the part of the casino to keep the account open as long as possible, knowing that people with gambling addictions have difficulty controlling themselves. Please provide a statement from Platin Casino, and request that the Casino Guru Team mediate in this matter.

Best regards

ID

Hallo Guru Team,ich hab ein Problem mit dem Platin Casino ich habe das Casino vor kurzem darauf hingewiesen dass ich unter Spielsucht leide und deswegen mein Konto dauerhaft schließen möchte. Außer einer Bestätigung dass sich der Support darum kümmern wird ist ansonsten leider nichts geschehen. Ich fordere vom Platin Casino mein Konto permanent zu schließen und die Summe die ich nach Bekanntgabe meiner Spielsucht einbezahlt habe zurück zu bezahlen da dies eine katastrophale Vorgehensweise seitens des Casinos ist das Konto noch so lange wie möglich offen zu halten in dem Wissen dass sich Spielsüchtige Menschen schwer kontrollieren können. Bitte um eine Stellungnahme seitens Platin Casino, und bitte das Casino Guru Team um Mediation in diesem Fall.

Mit freundlichen Grüßen

I.D

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Dear IGGYSAN85,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru?
• Have you considered reaching out to the casino through alternative communication channels?
• Do you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Hello Kristina, I have sent you the email with the requested data.

LG

I

Hallo Kristina,habe ihnen die Mail mit den geforderten Daten gesendet.

LG

I

Hi Kristina, did you receive the requested information that I sent you by email?

LG

I

Hallo Kristina, haben sie die geforderten Daten bekommen die ich ihnen per Mail geschickt habe?

LG

I

Dear IGGYSAN85,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear IGGYSAN85,

Thank you for your patience. I am Martin and I will be taking care of your complaint from now on.

I have reviewed the information available so far, and I would now like to invite the Platincasino representative to join this discussion and clarify the situation.

Dear Platincasino representative,

Could you please review this case and provide us with your position?

From the information currently available, it appears that the player informed the casino about gambling addiction and requested permanent account closure on 2nd of June. Please close their account as soon as possible. If possible, please also provide the player’s deposit history

If there is any supporting evidence or internal communication you would like to share privately, please send it to me at martin.l@casino.guru.

Thank you in advance for your cooperation.

Hello Martin, the account has already been closed. No refund has been initiated.

Regards

I

Hallo Martin,Konto ist bereits geschlossen. Rückzahlung wurde keine veranlaßt.

MFG

I

Hello everyone, thank you for the contributions so far on this case.

We take matters concerning player protection and responsible gaming very seriously, especially when it comes to requests for self-exclusion. We understand the concerns raised regarding the processing time of such requests and therefore want to be transparent about the process and the measures taken in this case.

The player requested a self-exclusion via email on June 2nd at 2:00 AM. This request was processed and implemented the following day, June 3rd. We are aware that the player continued to play after sending the email and before the request was processed, i.e., within less than 24 hours of receiving his message.

Since email inquiries are processed via a queue system, we generally aim for a response time of 24 to 48 hours. However, we understand that inquiries related to player protection are particularly sensitive and should be processed as quickly as possible. Additionally, the player had the option to request a self-exclusion directly via live chat, where a member of staff could have processed the request immediately.

I have attached our communication with the player, the self exclusion status on the account and their transaction history.

Hallo zusammen, vielen Dank für die bisherigen Beiträge zu diesem Fall.

Wir nehmen Angelegenheiten im Bereich Spielerschutz und verantwortungsbewusstes Spielen sehr ernst, insbesondere wenn es um eine Anfrage zur Selbstsperre geht. Wir verstehen die geäußerten Bedenken hinsichtlich der Bearbeitungszeit der Anfrage und möchten daher den Ablauf sowie die in diesem Fall ergriffenen Maßnahmen transparent darstellen.

Der Spieler hat am 2. Juni um 02:00 Uhr per E-Mail eine Selbstsperre beantragt. Diese Anfrage wurde am folgenden Tag, dem 3. Juni, bearbeitet und umgesetzt. Uns ist bewusst, dass der Spieler nach dem Versand der E-Mail und vor der Bearbeitung der Anfrage weiterhin gespielt hat, also innerhalb von weniger als 24 Stunden nach Eingang seiner Nachricht.

Da E-Mail-Anfragen über ein Warteschlangensystem bearbeitet werden, streben wir grundsätzlich eine Antwortzeit von 24 bis 48 Stunden an. Dennoch verstehen wir, dass Anfragen im Zusammenhang mit Spielerschutz besonders sensibel sind und möglichst schnell bearbeitet werden sollten. Zusätzlich stand dem Spieler die Möglichkeit offen, eine Selbstsperre direkt über den Live-Chat zu beantragen, wo ein Mitarbeiter die Anfrage unmittelbar hätte bearbeiten können.

I have attached our communication with the player, the self exclusion status on the account and their transaction history.

Dear casino representative,

thank you very much for your detailed explanation.

Dear IGGYSAN85,

Thank you for cooperation throughout this complaint.

After going through the timeline and the transaction history, we can see that your self-exclusion request was sent to the casino on June 2nd, and the account was closed the following day, on June 3rd. We also understand that all disputed deposits were made within less than 24 hours of the request being sent.

While we fully agree that gambling-related account closure requests should be handled as quickly as possible, in this case, the casino processed the request within a timeframe that we still consider reasonable for an email request. We also have to take into account that the account was closed shortly afterwards and that the deposits in question were made before the casino had implemented the exclusion.

For these reasons, we do not believe there are sufficient grounds to request a refund from the casino, and the complaint will now be rejected. I am sorry we could not provide a more favorable outcome in this case, but based on the evidence available, we consider the casino’s actions acceptable.

Kind regards,

Martin