Platincasino ES - Os ganhos do jogador foram deduzidos injustamente.

I recently faced an issue with Platincasino where €4,752.03 was unfairly deducted from my winnings. Here’s the situation:

I received a €100 bonus and played with it, winning €1,692. This amount was converted into €250 of real money, as per their terms, which I fully understand.

I then played with the €250 real money (no longer tied to the bonus) and won €5,002.03.

However, when I requested a withdrawal, Platincasino deducted €4,752.03, claiming that €250 of my winnings was still linked to the bonus, which is incorrect because this amount had already been converted into real money.

Dear sacha1616,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve faced with Platincasino and the issue with the deduction from your winnings.

To better understand your situation and assist you in resolving the issue, could you please provide the following details?

• Could you forward your game history for the relevant period, specifically the games you played with the €100 bonus and the €250 of real money? This will help us verify the sequence of events and your wagering progress.
• Did you request the withdrawal immediately after completing the bonus wagering requirements, or was there a delay between completing the wagering and the withdrawal request?
• When you checked your account, what were the balances displayed? Could you confirm how much you saw in your real money balance, bonus money, and withdrawable balance at the time you requested the withdrawal?

Also, regarding the bonus terms, we would like to understand if the €250 amount you refer to had indeed been fully converted into real money after meeting the wagering requirements, as stated in the bonus terms. According to Platincasino's terms, any bonus money will be credited to your bonus account until the wagering requirements are met, at which point it should be converted into real money and reflected in your "My Balance" section. If you can provide any additional details on the conversion process and the balances shown in your account, it will help clarify the situation.

Your cooperation is crucial for us to proceed with this case. Without this additional information, we won’t be able to mediate effectively or verify the details of the situation with Platincasino. If you could also forward any relevant communication to petronela.k@casino.guru, it would greatly help us in assisting you.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!

Could you forward your game history for the relevant period, specifically the games you played with the €100 bonus and the €250 of real money? This will help us verify the sequence of events and your wagering progress.

=> I want to clarify that my game history for the relevant period is over 90 pages long. I am happy to email a selection of pages that show key points, including the games played with the €100 bonus and the €250 real money balance.

If you require the full game history, please let me know, but I would like to highlight that it would take a significant amount of time to capture all 90 pages.

Did you request the withdrawal immediately after completing the bonus wagering requirements, or was there a delay between completing the wagering and the withdrawal request?

=> I did not request the withdrawal immediately after completing the bonus wagering requirements. After completing the wagering, my bonus money was converted into €250 real money, which I fully understood. I then continued to play with this real money and won €5,002.03. The withdrawal request was made after I accumulated this amount, not immediately after meeting the bonus wagering requirements.

When you checked your account, what were the balances displayed? Could you confirm how much you saw in your real money balance, bonus money, and withdrawable balance at the time you requested the withdrawal?

=> When I checked my account at the time of the withdrawal request:

Real Money Balance: €5,002.03 (this was my total winnings from playing with the €250 real money balance).

Bonus Money Balance: €0 (the bonus was already converted to real money after meeting the wagering requirements).

Withdrawable Balance: €5,002.03.

There was no indication in my account that any portion of the €250 real money balance, or the winnings from it, was still tied to the bonus. The deduction of €4,752.03 later claimed by the casino is therefore unjustified.

Hi sacha1616,

Thank you for your response and for offering to share a selection of pages from your game history. To ensure accuracy and efficiency in resolving your case, we kindly recommend requesting your full game history directly from the casino in a comprehensive format (such as a PDF or Excel file).

Screenshots of 90+ pages would be highly impractical and could lead to delays or incomplete analysis. Casinos are generally able to provide such records upon request, which will help us review your case more effectively and efficiently.

Once you have the full game history in an appropriate format, please feel free to share it with us.

We’ll be happy to assist you further.

Since my initial claim email sent on December 15, 2024, the casino has chosen not to respond to any of my emails, whether they are related to my claim or not.

I sent them another email (as the chat support refuses to provide me with this history either); however, it is highly likely they will ignore this email as well.

Could you please advise on how we can proceed? I am concerned they will not provide me with the game history.

3 days after : I confirm the casino declined to provide me the entire game historial...which is for me a lack of trust for this casino

I asked again by chat they don't want, please find a proof. They said I have to download it but there is no way to do it in their website (I checked with them)

Do you want me to provide screenshots?

Thank you very much, sacha1616, 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 your issue is resolved to your satisfaction in the near future.

Hello there,

Thank you sacha1616 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 ES for their help in resolving this complaint. We would like to know why were the player's winnings capped and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

For your information, the casino does not answer any of my emails, for a month now.

Hola,

Para vuestra información, el casino no contesta a ninguno de mis correos electrónicos, desde hace un mes

Hello,

As I see that this has not progressed for several weeks, I would like to inform you that I have filed a formal complaint with the Directorate General for the Regulation of Gambling (DGOJ).

However, I am willing to withdraw my complaint if the casino contacts me and responds appropriately to my case. I hope this step will help move towards a fair solution.

Hola,

Como veo que esto no avanza desde hace varias semanas, quiero informarles que he presentado una reclamación formal ante la Dirección General de Ordenación del Juego (DGOJ).

Sin embargo, estoy dispuesto a retirar mi reclamación si el casino se comunica conmigo y responde adecuadamente a mi caso. Espero que esta medida ayude a avanzar hacia una solución justa.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. As you have already filed a complaint with the regulator I would appreciate if you could let me know how they responded to my email: (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter