Platincasino - Igrački račun je zatvoren i isplata je odbijena.

Hello dear community,

Maybe you can help me with this. A few days ago, I opened an account at Platincasino.com. I also made several deposits through this account.

Yesterday, I won a somewhat larger amount and requested a withdrawal. I submitted the required documents and waited. I have now received two emails stating that:

My withdrawal was cancelled.

My account was closed due to a violation of the terms and conditions.

The reason given was that I allegedly had multiple active accounts… something I was completely unaware of.

I have already received a response from the casino stating that they will not refund my deposited money.

My question is whether it’s even legal for Platin to withhold both my deposited funds and my winnings. If what Platin says is true, then it should have been the casino’s responsibility to ensure I couldn’t deposit in the first place. If they allow deposits knowing that I would be disqualified from withdrawing, isn’t that basically fraud? Surely I should at least get my deposited money back, right?

Thanks a lot in advance!

Dear TS_RA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Please note that creating multiple accounts is strictly against the casino's Terms and Conditions, and the casino may confiscate all balances on all accounts deemed duplicate:

Each player is allowed to create only one (1) personal account. Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors. Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account. 

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

Thank you for your response and for taking the time to review my case.

To answer your questions:

No, there is no one else in my household who has created an account at this casino, and to my knowledge, no one else has used the same IP address for this purpose.

I submitted all required documents for KYC verification, but my account was closed before I received any confirmation or result regarding the verification process.

I accumulated my winnings without an active bonus.

I fully understand and respect the casino’s Terms and Conditions regarding duplicate accounts. I only created and used one account personally.

I kindly ask for your support in helping to clarify this matter and either recover my rightful winnings or, at the very least, receive a full refund of my deposits.

Thank you again for your assistance.

Best regards !

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

Also, kindly forward me all the documents between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru.

I have never used a VPN or any IP-masking software while accessing the casino website. I only played slot games.

I’ve forwarded the complete email correspondence with the casino to your address. If anything is missing or if you need further information, please feel free to let me know.

Thank you very much, TS_RA, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you TS_RA for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Platincasino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello Peter,

Following a thorough review by our verification team, we can confirm that the customer in question had previously created an account, which was closed at their own request in June 2024. However, in May of this year, the customer registered a new account instead of requesting reactivation of the original one.

As outlined in our Terms and Conditions, holding multiple accounts is not permitted. For this reason, the newly created account was closed, and the balance voided in accordance with our policies.

We understand that this may be disappointing, and we genuinely regret any inconvenience caused. However, we are committed to upholding the integrity of our platform and are obliged to adhere strictly to our terms.

Thank you for your understanding,

Your Platin Casino Team

Thank you for your response.

I understand your position regarding the account policy. However, I would like to point out that real-money deposits were made into the new account, and this matter was not addressed in your reply.

I had no intention to violate your terms. The new account was accepted and used without issue, and I was not made aware that reactivating the previous account was the correct procedure.

Given the circumstances, I kindly request a refund of the deposits made to the new account. I hope we can find a fair and reasonable solution.

Thank you to both parties for the update.

Dear Platincasino representative, would it be possible to come to a compromise in this situation in the way the player has proposed? We believe that returning the deposited funds would be a fair resolution to the situation. Thank you in advance for your consideration!

Dear TS_RA and Casino Guru Team,

Thank you for your message and for your understanding regarding our account policy.

We recognize the situation may have been unclear, and while we must respectfully adhere to our Terms and Conditions, meaning we cannot refund deposits made to the second account, we’d still like to offer a fair and positive solution.

We’re happy to reactivate your original account and credit it with a €500 cash bonus (1x wagering, €5,000 max cashout) as a gesture of goodwill.

Please note: in cases not related to responsible gaming or fraud, account reactivation is always possible to uphold our one-account-per-customer policy.

Let us know if you’d like to proceed, we’re here to help.

Best regards,

Your Platin Casino Team

While I understand your position regarding the account policy and the bonus offer, I must emphasize that this does not resolve my concern. I deposited a total of €2,200 into the second account in good faith, unaware that it would be a problem.

The current solution of reopening the original account with a bonus does not recover the funds I have lost access to. Since there was no malicious intent and I was never warned or informed about potential consequences, I believe a full refund of my deposits is a fair and reasonable request.

I kindly ask you to reconsider the situation and provide a resolution that reflects the circumstances. I am not asking for a bonus or compensation, just the return of the money I deposited.

Thank you for your understanding. I hope we can resolve this matter fairly and promptly.

Dear Platincasino representative, could you clarify if the initial closure of the first account was due to responsible gambling options like self-exclusion? Thank you in advance!

Dear Peter,

Thank you for your reply.

The previous account was not closed due to responsible gambling reasons, such as self-exclusion. In cases not related to responsible gambling or fraud, account reactivation is generally possible in order to uphold our one-account-per-customer policy. This means that the account in question could have been reactivated upon request.

We want to reiterate that after reviewing the customer’s activity in detail across each account, we are offering a very generous deal. We consider this customer valuable, and our primary goal is to find a solution that works for both parties while still adhering to our terms and conditions.

Best regards,

Your Platin Casino Team

Dear Platincasino,

Thank you for your message. The €500 bonus offer does not reflect my deposits of over €2,000. I kindly request a full refund.

If this is not resolved fairly, withholding my money would be considered fraudulent. Please let me know how we can proceed.

V/r

Thank you for the clarification Platincasino representative. Could you clarify if the player used the same information during the creation of the second account? While we understand and respect the need for rules around multiple accounts to prevent abuse and protect your platform, we believe this responsibility should be shared. From a technical standpoint, players should not be able to create multiple accounts using the same personal information if such activity is against your policy. To resolve this matter fairly, we propose that the player's deposits be returned and the duplicate account permanently blocked. Let us know if a compromise can be made in this matter. Thank you in advance for your reconsideration!

Dear Casino Guru,

After thorough internal checks and discussions, we have reached a conclusion regarding the matter at hand.

We would like to emphasize that we value this customer highly, which is why we escalated the case internally once more. The customer has maintained a consistently polite tone throughout the communication and has assured us that she was unaware of the existence of a second account.

This review is unrelated to any solution you have proposed. From a technical standpoint, the second account was able to be created because a different email address was used, meaning not all customer details matched exactly.

After careful consideration, we are confident that the second account was not created with fraudulent intent or for the purpose of bonus abuse.

Therefore, we will proceed to credit EUR 2,000 to the original account, which remains active. We will also reach out to the customer directly to inform her and provide any necessary follow-up.

Best Regards,

Your Platin Casino Team

Thank you very much for the positive update Platincasino representative.

Dear TS_RA, let us know if this is a satisfactory resolution to your issue, and keep me updated about any new developments. Thank you!

Dear Platincasino,

Thank you very much for your message and for reviewing my case again so thoroughly.

I truly appreciate your decision and gladly accept the credit of EUR 2,000 to my account. This solution means a lot to me, and I am grateful for the fair handling of the situation.

I would also like to mention that I unfortunately haven’t been able to answer the calls from PlatinCasino yet. If a follow-up is still necessary, I’d be happy to be contacted again or to arrange a suitable time.

Thanks again for your support and understanding.

Dear TS_RA, Thank you very much for the update. We will keep this complaint open until you confirm your issue has been resolved. Please keep me informed about any further developments.

Dear TS_RA,

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.

Dear Casino Guru Team,

To let everyone know: Platincasino kept their promise and reactivated my previous account, transferring the €2,000 back to it. I was able to withdraw the full amount without any wagering requirements. Many thanks again to the CasinoGuru team!

It was important to Platincasino to clarify that their decision wasn’t influenced by this discussion… I think everyone can form their own opinion 😉

Thanks to Platincasino as well!

Dear TS_RA,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter