Platincasino - Igrački račun je zatvoren, a dobici su oduzeti.

Dear CasinoGuru,

I am writing to formally raise a complaint regarding a deeply unfair experience I had with PlatinCasino, in the hopes of receiving support or at least making this case visible to protect other players.

On November 19th, I visited PlatinCasino after encountering their marketing online. The name felt familiar, and I had a vague sense that I might have played there before, but I could not find any registration confirmation or emails. Since live chat didn’t seem accessible without logging in, I decided to create an account to ask for clarification.

Once registered, I immediately contacted live chat and clearly explained my situation: that I wasn’t sure if I had played on the site before, and I wanted to make sure I wouldn’t violate any rules about duplicate accounts. I explicitly asked the agent to check whether I had any other accounts under my name or details. The agent responded that I had only one account — the current one — and confirmed that I could proceed.

To be safe, I asked this again in different words, and the agent again confirmed that I was allowed to play. Based on this assurance, I went ahead and made deposits to activate the welcome bonuses. I played through two of them, and after a long session of wagering, I ended up winning more than €4,000 from the second bonus.

To my shock, the next morning I found my account disabled. I had received an email stating that duplicate accounts are not allowed, and my account was closed on that basis. This is exactly the issue I had tried to prevent by being transparent and proactive with support before depositing or playing. They have also confiscated all my winnings and even my initial deposits, totaling around €500.

After I emailed the casino to complain, they replied with an apology for the confusion and stated that they were handling the matter internally. However, no actual resolution or compromise was offered, and I was left with nothing.

I find this deeply unfair and unethical. When a player actively seeks confirmation that they are allowed to play and the casino's own support agent gives that green light multiple times, it is completely unacceptable for the casino to later turn around and claim a violation — especially when it benefits financially from that decision.

In my view, the casino knowingly allowed me to play and deposit, while having full access to their internal records, and only acted once I won a substantial amount. This behavior shows bad faith and serious dishonesty, and I believe it should be made public so others can be warned.

Additional Notes and Attachments

Attached to this message is the email conversation I had with PlatinCasino after the incident. Unfortunately, I was not able to obtain a copy of the live chat conversation, despite explicitly requesting it from the casino under data protection grounds. They failed to provide it.

I hope you will consider looking into this matter and, if possible, support my claim or mediate a resolution. I also understand the importance of documenting cases like this to hold casinos accountable for misleading and exploitative practices.

Thank you in advance for your time and support.

Sincerely,

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Stay safe.

Dear hembailal,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Platincasino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please tell us what date was your initial casino account created?
• Regarding your initial account, could you please confirm if there is a remaining balance and whether any bonuses were applied?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,

Katarina

Hello how are you?

By initial you mean the first account that I had created? I have no idea about this and they didnt tell but it must be many years ago. This account I made 19.11. and its disabled so cant log in. For this account the balance that was forfeited by the casino was 4338 euros. I sent the email logs in to that email address. Chat logs they didnt give me even when I request but maybe you can ask them to give this.

Dear hembailal,

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, Kubo (jakub.m@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,

Katarina

Dear hembailal,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Platincasino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Platincasino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello hembailal, thank you for sharing your experience with us!

We've had a look through your account and we would like to apologize for the conversation you've had with one of our agents, this is certainly not the level of service we would like to provide our players.

We have noted that one of your deposits actually took place before the live chat conversation took place and you had already started playing.

However given that another deposit was made after the live chat, which is the one that generated the winnings, we would like to offer a refund of EUR 4,091.33, consisting of your last deposit + winnings.

If you accept this, kindly confirm the below in order to process the refund:

Crypto currency:

Cryptocurrency network:

Crypto wallet:

Looking forward to hearing from you!

Dear Platincasino,

Thank you for your response and for your prompt offer to resolve this matter to the player’s satisfaction. We truly appreciate your pro-player approach.

Dear hembailal,

Could you please confirm once you have received the refund?

Thank you for your cooperation.

Hello both and happy holidays! I was just checking the refund status and it's still processing, will be back with an update ASAP. This is not the normal withdrawal process, it's more manual hence why it may take a bit longer. Thank you for your patience!

Hi all, the refund has now been processed from our end, and should reach you in a few days. Thank you for your cooperation!

Hello and happy holidays to Everyone!

Dear Platincasino,

Thank you for this great update!

Dear hembailal,

Could you please confirm once you have received your funds?

Thank you.

Merry Christmas. As of now I havent yet received the payment.

Hello, @hemibailal have you received the payment yet?

Attaching a screenshot from our end of the payment.

Dear Platincasino,

Thank you for sharing the confirmation from your system.

Dear hembailal,

Could you please confirm whether you have received the payment?

Thank you.

I wish everyone a Happy New Year 2026.

Hello,

There is no payment to the wallet address I provided. You can very easily confirm this by copying the wallet address and putting it in the ethscan on web browser.

Providing screenshot of some internal payment system doesn't really prove anything. Please provide the transactionhash of the payment. But long story short either the payment hasn't been made at all or it has been made to somewhere else than the wallet address I gave.

Hello, thanks for your reply. This is another transaction confirmation from the provider's backend showing your wallet address

Hello again,

Funds have been received after all. Apparently the tethers are not shown in the balance without having the network token also (in this case ETH). Thank you very much and sorry for the trouble.

Dear hembailal,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best regards,

Kubo