Platincasino - A conta do jogador foi encerrada e os ganhos confiscados.

I made a withdrawal of €250 at Platincasino. It was initially confirmed. However, I then received an email stating that my withdrawal had been canceled and my account deleted. The reason given was that you're only allowed to have one account.

I don't know anything about a second account. It's possible that I had an account with a different email address in the past, but I wouldn't have known about it. Platincasino could also see that if they check the date of my last login with my supposedly other account.

While I was depositing money the entire time, there was no mention of a supposed second account. But as soon as I wanted to withdraw, the account was immediately deleted and the balance withheld.

Ich habe auf Platincasino eine Auszahlung von 250 Euro getätigt. Diese wurde zunächst auch bestätigt. Allerdings kam danach eine Email, dass meine Auszahlung storniert wurde und mein Konto gelöscht wurde. Als Begründung wurde genannt, dass man nur ein Konto haben darf.

Ich weiß nichts von einem zweiten Konto von mir. Es kann sein, dass ich in der Vergangenheit ein Konto mit einer anderen E-Mail Adresse hatte, aber dies wäre mir nicht bekannt. Das können die von Platincasino auch sehen, wenn sie kontrollieren, wann mein letzter Login mit meinem angeblichen anderen Konto gewesen sein soll.

Während ich die ganze Zeit am einzahlen war, wurde nichts erwähnt von einem angeblichen Zweitkonto. Aber sobald man mal auszahlen möchte, wird sofort das Konto gelöscht und das Guthaben Einbehalten.

Dear Melo444,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Dear Melo444,

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

I have already replied to them by email.

Ich habe ihnen bereits per Mail geantwortet.

Dear Melo444, could you confirm if you used any active bonus when accumulating your winnings?

Did you use a VPN at any point?

Did you only use payment methods that are registered in your name?

Upon further review, have you come across any old emails or records that might suggest you previously had another account with Platincasino?

Have you received any additional information specifically regarding your multiple accounts or the closure of your account?

I didn't use any bonus.

A VPN was never used either.

Payment methods were always in my name.

It's possible that I had an account in the past that I no longer remember. I've never intentionally played with multiple accounts; the only account I used was the one I wanted to deposit and withdraw from.

Ich habe keinen Bonus verwendet.

Eine VPN wurde auch nie benutzt.

Zahlungsmethoden waren immer auf meinen Namen.

Es kann sein, dass ich in der Vergangenheit ein Konto hatte, von dem ich aber nichts mehr weiß. Ich habe niemals bewusst mit mehreren Konten gespielt, das einzige Konto welches ich nutze war das Konto, wo ich auch ein und auszahlen wollte.

Thank you very much, Melo444, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, Melo444!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Melo444,

We’re sorry to hear how you feel, and we understand your frustration. However, as stated in the Terms and Conditions accepted at registration, each customer is allowed only one account.

After reviewing your case, we confirmed multiple accounts were opened, which led to the closure of your account. When your withdrawal was requested, our standard verification revealed this violation, resulting in the cancellation of the withdrawal and confiscation of the balance, in line with our policies.

While we aim to keep our customers satisfied, we must also ensure fair use of our platform by following the rules in place.

Thank you for your understanding,

Platincasino Team

Platincasino Team, please, send the proof of player having multiple accounts to my e-mail: pavel.k@casino.guru.

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.

Melo444, we have receive evidence from the casino which confirms that you have created duplicate accounts and, moreover, used both of them at the same time. Such behavior is unfair, and I have no other choice than to reject your complaint.