Platincasino ES - Os ganhos de bônus do jogador foram anulados.

I have played day and night to be able to win, Unfortunately I succeeded but you took all my money and returned 20 euros to me out of 15 thousand euros which was a profit I am very sad and cried yesterday, I received an email that I have made a mistake and that was when I used the bonus then I played at 6 euros but I did not know that the maximum bet should be 5 euros so it is not at all good what you did, I played other games and used to other games so what I want to come until is that I have not been aware of this particular rule because I have never heard that the maximum bet for bonus should be 5 euros I hope you understand me that I was not aware of this and that you give the customer a chance because right now I feel really bad and do not want to live anymore, I hope you understand me and give back my money and give me another chance.

jag har spelat dag och natt för att kunna få vinna, Tyvärr så lyckades jag men ni tog alla mina pengar och lämna tillbka 20 euro till mig av 15 tusen euro som var vinst jag är jätte ledsen och grät igår, jag fick mail att jag har gjort fel och det var när jag använde bonusen då spelade jag på 6 euro men jag visste inte att max insats ska vara 5 euro så det är inte alls bra det ni gjorde, jag spelade andra spel och van på andra spel så det jag vill komma fram till är att jag har inte varit medveten om just denna reglen för jag har aldrig hört talas om att max insatser för bonus ska vara 5 euro jag hoppas att ni förstår mig att jag var inte medveten om det här och att ni ger kunden en channs för just nu så mår jag jätte dålig och vill inte leva längre, jag hoppas ni förstår mig och ge tillbka mina pengar och ge mig en till chans.

Dear ThEr,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.

I carefully checked the Bonus Terms on the website, 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. The whole bonus amount equals the deposit plus the granted bonus amount.

Example: You make a deposit of € 100 and get € 100 bonus. That means that the whole bonus amount is € 200 and needs to be wagered according to the terms and conditions.

Maximum allowed bet: € 5.00 per bet/game round or € 0.50 per bet line"

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

However, please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear ThEr,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.