Platincasino - A conta do jogador foi encerrada.

Hello dear Casinoguru team,

Unfortunately, I'm currently having problems with Platincasino.

My account has been closed without any explanation, and my balance is simply being withheld.

Before the closure, my account was fully verified and I had frequently made deposits and withdrawals.

Can you help me with this?

It can't be that my credit is being withheld for no reason.

Best regards

Wed

Hallo liebes Casinoguru Team,

leider habe ich aktuell Probleme mit Platincasino.

Mein Konto ist geschlossen worden, ohne jede Begründung, und mein Guthaben wird einfach einbehalten.

Vor der Schließung war mein Konto komplett verifiziert und ich hatte oft Ein und auch Aus bezahlt.

Könnt ihr mir hie weiterhelfen?

Es kann ja nicht sein dass grundlos mein Guthaben einbehalten wird.

Beste Grüße

Mi

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas,

My account there was open for several weeks, I can't say exactly, I'd have to check again.

Platincasino emailed me to say that my account has been closed and that a small portion will be paid out to me.

Now that I've had some wins, I played without a bonus and hit the slots Wanted and Bonanza Million. That's how my balance increased. I also played the live casino and placed some bets, although not that many.

I will send you the communication with Platincasino via email.

Thank you so much.

Grüß dich Tomas,

mein Konto dort war mehrere Wochen offen, genau kann ich es nicht sagen, müsste ich nochmal nachschauen.

Platincasino hat mir eine Email geschrieben das mein Konto geschlossen worden ist und ein kleiner Teil mir ausbezahlt werden soll.

Jetzt wo ich die Treffer hatte habe ich mein ich ohne Bonus gespielt, habe bei den Slot Wanted und Bonanza Million getroffen. Dadurch ist mein Kontostand so gestiegen. Haber aber auch LiveCasino und auch Wetten gesetzt, wenn auch nicht so viele.

Die Kommunikation mit Platincasino lasse ich dir per EMail zukommen.

Vielen dank an dich.

Dear Mikii4

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Mikii4,

I am so sorry to hear about your problem with the Platincasino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Platincasino representative to join this conversation and participate in resolving this complaint.

Dear Platincasino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello Mikii4 and Igor, thank you very much for your contributions so far in this thread.

We have reviewed the player account and can confirm that it was closed for business reasons. Unfortunately, we cannot provide further details in a public thread.

However, we will gladly provide additional information directly to the CasinoGuru representative.

Igor, could you please confirm which email address we should contact you at? Thank you very much!

Hallo Mikii4 und Igor, vielen Dank für eure bisherigen Beiträge in diesem Thread.

Wir haben das Spielerkonto überprüft und können bestätigen, dass es aus geschäftlichen Gründen geschlossen wurde. Leider können wir in einem öffentlichen Thread keine weiteren Details nennen.

Gerne stellen wir jedoch zusätzliche Informationen direkt dem CasinoGuru-Vertreter zur Verfügung.

Igor, könntest du bitte bestätigen, an welche E-Mail-Adresse wir dich kontaktieren sollen? Vielen Dank!

Hello Platincasino,

Thank you for your response and for informing us that you are looking into this case.

You can send me an email here: igor.p@casino.guru .

Thank you.

Hello everyone,

I’ve just received an email from the casino.

I’ll let you know as soon as there’s any update or progress.

Hello everyone again,

According to the email, the casino is currently waiting for additional evidence regarding the player's bets.

Please let us know when there is any progress.

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 @Igor, I have sent you further information via email, please let me know if you require any further clarifications. Thank you!

Dear Player,

After a thorough review of the evidence provided by the casino, we regret to inform you that we are unable to uphold your complaint and must reject it as unjustified.

Our assessment identified strong indicators of fraudulent gameplay patterns, suggesting an intention to gain an unfair advantage over the casino’s systems and other players. This includes, for example, placing sports bets while an active bonus was applied, which is explicitly prohibited under the casino’s Terms and Conditions.

Due to confidentiality and security reasons, we are unable to disclose further details of our findings. Please note that this decision has been unanimously agreed upon by our internal team and is final.

For future reference, we strongly recommend carefully following the casino’s stated Terms and Conditions and refraining from engaging in any strategies intended to gain an unfair advantage.

I am sorry that we could not be of more help on this occasion.

Thank you for your understanding.