Platincasino - A conta do jogador foi reaberta sem consentimento.

Hello, I had myself blocked from Platincasino in 2022 and haven't gambled since. Out of curiosity, I recently tried logging in to look through my old transactions to see what I actually lost and won back then. To my surprise, I found that my account was functioning normally again. I didn't have a self-excluding ban for a year or something similar at the time; I deleted my entire account and received a confirmation. Due to my persistent gambling addiction, which Platincasino exploited, I have now suffered massive losses again and simply couldn't stop. Of course, I am partly to blame, but in this case, an old account was deliberately unblocked, which already showed sufficient signs of addictive gambling. For this reason, I am demanding compensation for a certain amount of the losses. I estimate this to be around €15,000 from the last two months. Platincasino was supposed to refund me 40% of this simply because they exploited a player's addiction and knowingly reopened an allegedly deleted player account.

Thank you

Hallo, ich habe mich im Jahr 2022 bei Platincasino sperren lassen und seitdem kein Finger mehr an Glücksspiel gelegt. Aus Neugierde habe ich mich vor kurzem versucht einzuloggen um meine alten Transaktionen durchzuschauen, was ich damals eigentlich verloren und gewonnen habe. Zu meinem Erstaunen habe ich festgestellt dass mein Konto wieder ganz normal funktionierte. Dabei habe ich damals kein self excluding ban von einem Jahr oder ähnlichen gehabt sondern ich habe mein gesamtes Konto gelöscht und eine Bestätigung erhalten. Auf Grund der noch bestehenden Spielsucht welche von Platincasino ausgenutzt wurde habe ich nun erneut massive Verluste erlitten und konnte einfach nicht aufhören. Natürlich bin ich zum Teil auch selbst Schuld, aber hier wurde gezielt ein altes Konto wieder freigegeben, bei welchem schon damals genug Anzeichen für suchthaftes Spielen festgestellt wurde. Aus diesem Grund fordere ich eine Kompesationszahlung einer bestimmten Summe der Verlustes. Schätzungsweise liegt diese bei ca 15000€ aus den letzten 2 Monaten. 40% davon sollte mir Platincasino erstatten einfach aus dem Grund, dass hier die Sucht eines Spielers ausgenutzt wurde und wissentlich ein angeblich gelöschtes Spielerkonto wiedereröffnet wurde.

Vielen Dank

Dear AizenSosuke,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

Dear AizenSosuke,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru