Platincasino - Račun igrača je zatvoren, a preostali iznos nije povučen.

Hello,

On March 15, 2026, I contacted Platincasino via email to close my account. Initially, nothing happened, so on March 17, 2026, I made a deposit of €50 and won €500. I requested a withdrawal of €400, leaving €100 in my normal balance. On March 18, 2026, I was suddenly logged out and the account was closed. The €400 I had requested was paid out.

Since there was still €100 in my account, I contacted the casino directly via email (live chat is only available when logged in). I asked how the remaining balance would be paid out. They replied that I first needed to provide proof of income. I definitely won't do that on my own; that's very sensitive data that certainly isn't necessary for processing a further withdrawal. (Regardless, that would only be proof that makes sense if you want to deposit money.) I wanted to communicate this and provide my bank details to make the transfer. However, the email address has since become unreachable, so I have no way to contact them anymore.

Thank you in advance for your support.

Hallo,

ich habe am 15.03.2026 das Platincasino via Mail kontaktiert, um mein Konto zu schließen. Zunächst ist nichts passiert, weshalb ich am 17.03.2026 eine Einzahlung von 50€ getätigt habe und eine Summe von 500€ erspielt habe. Davon habe ich 400 zur Auszahlung beantragt und 100€ sind auf der normalen Balance verblieben. Am 18.03.2026 wurde ich dann plötzlich ausgeloggt & das Konto geschlossen. Die 400€ die ich beantragt hatte, wurden auch ausbezahlt.

Da noch immer 100€ auf dem Konto waren, schrieb ich direkt das Casino via Mail an (Livechat kann nur genutzt werden, wenn man eingeloggt ist). Ich fragte, wie das verbleibende Guthaben ausgezahlt wird. Daraufhin antwortete man mir, ich solle erstmal einen Nachweis meines Einkommens vorweisen. Das allein werde ich definitiv nicht machen, das sind sehr sensible Daten, die sicherlich nicht notwendig sind, um eine weitere Auszahlung durchzuführen. (Unabhäng davon, wäre das ein Nachweis, der nur Sinn macht, wenn man Geld einzahlen möchte). Dies wollte ich gerne auch so kommunzieren und meine Kontodaten nennen, um die Überweisung durchzuführen. Seitdem ist die Mail-Adresse für mich allerdings nicht mehr erreichbar, ich habe also keine Möglichkeit noch irgendwie Kontakt aufzunehmen.

Vielen Dank vorab für die Unterstützung.

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Dear Debonaire93,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.

Some online casinos organize their identity verification process into "verification levels." While the exact presentation of these levels is not standardized across the industry, many licensed casinos follow a similar tiered approach to comply with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations.

Level 3 (Enhanced Due Diligence / Source of Funds) is an additional layer of security that is not applied to all players. It typically applies to those who:

• Make large deposits or frequent high-value transactions
• Reach VIP status
• Exhibit suspicious or irregular account activity

At this level, the casino may request proof of income, such as payslips, tax returns, or business documentation. Players may also need to demonstrate the origin of their gambling funds—for example, through inheritance documents, property sales, or prior gambling winnings. The purpose of this verification is to ensure that the funds are legitimate and comply with anti-money laundering regulations.

To help us understand your situation fully, could you please provide some additional details:

1. Which types of games did you focus on—slots, live casino, sports betting, etc.?
2. Did you complete the verification process before losing access to your account?
3. Have you tried reaching out to them through any other communication channels (like their social media accounts)?

We hope to assist you in resolving this issue as quickly as possible. Thank you very much in advance for your reply.

Best regards,

Petra