Platincasino - O jogador encontrou a conta desativada após ganhar a aposta.

Hello, I deposited 100 Euros and withdrew 500 Euros via bank transfer.

An open bet remained on the account, which brought in 1200 Euros, and this was won.

I tried to log in but my account was deactivated.

I'm asking for your assistance to ensure that my betting credit and the requested withdrawal of 500 Euros lands in my account.

Hallo, ich habe 100 Euro eingezahlt und 500 Euro auszahlen lassen via Banküberweisung.

Eine offene Wette war noch auf dem Account die 1200 Euro eingebracht hat, diese wurde gewonnen.

Ich wollte mich einloggen jedoch wurde mein Konto deaktiviert.

Ich bitte Sie um Hilfe das mein Wettguthaben und die beantrage Auszahlung in Höhe von 500 Euro auf meinem Konto landet.

Dear buddelbaby,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked? Did the casino inform you about a specific reason for account blocking?
• What games did you play to accumulate your 500€ balance in the casino? (slots, live games, betting on sports)
• Did you achieve your balance with the help of a bonus? 

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,

Tomas

So I deposited 220 euros on November 4th, 23 and lost it and my account was also successfully verified on November 4th, 2023.

On November 5th, 2023 I deposited 100 euros again via instant transfer and brought this to a balance of 1200 euros.

I then counted out 500 euros via bank transfer on November 5th, 2023.

I received the email that the payout was processed. I bet the remaining account balance on an NBA basketball game and then my account was deactivated.

Without receiving any information.

The open payout of 500 euros was still being processed by the casino at this point.

I no longer received any feedback as to why I was deactivated and whether I would ever receive my money.

And I played without a bonus, I even asked support if I could withdraw, and they told me by email that you have to wager at least the deposited amount 3x and I can withdraw.

Also ich habe am 04.11.23 220 Euro eingezahlt und diese verloren und mein Konto wurde auch am 04.11.23 erfolgreich verifiziert.

Am 05.11.23 habe ich dann erneut via Sofortüberweisung 100 Euro eingezahlt und diese auf ein Guthaben von 1200 Euro gebracht.

Ich zählte dann am 05.11.23 500 Euro via Banküberweisung aus.

Die Emails habe ich bekommen das die Auszahlung bearbeitet wurde. Das restliche Konto Guthaben habe ich auf ein Nba Basketball Spiel gesetzt und danach wurde mein Konto deaktiviert.

Ohne eine Info zu erhalten.

Die offene Auszahlung von 500 Euro war zu diesem Zeitpunkt vom Casino noch in Bearbeitung.

Ich bekam keine Rückmeldung mehr warum ich deaktiviert wurde und ob ich mein Geld jemals bekomme.

Und ich habe ohne Bonus gespielt, ich hatte sogar noch den Support gefragt ob ich auszahlen kann, da sagte man mir per Email, daß man mindestens den eingezahlten Betrag 3x umsetzen muss und ich auszahlen kann.

Thank you for your reply, asamikot. As you might know, our forum Casino.Guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue since it relates to sports betting activity exclusively.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

That's nice thank you.

However, it shouldn't matter whether sports betting or casino games were used?

They don't pay out the money and deactivate the account for no reason. Can't you follow up for me?

Thank you

Das ist Nett, vielen Dank.

Jedoch sollte es doch egal sein ob Sportwetten oder Casino Spiele in Anspruch genommen wurden?

Sie zahlen einem das Geld ei Fach nicht aus und Deaktivieren ohne Grund das Konto. Können Sie für mich da nicht nachhaken?

Vielen Dank

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino probably detected activity that requires further investigation. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

I will send you the list of suggested websites via email after closing this complaint.