Platincasino - Os ganhos do jogador foram retidos.

I played in casino in May and had a win of 1692 EUR. After I uploaded my documents to verify the account. Later I doscovered that my account is frozen and I can not withdraw the money. Casino sent me an email that my account has been closed due to restrictions of my country. But I can still login and I can see my money on the balance. I don't understand what it means. Can you please help me.

Dear Fubi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.platincasino.com/en/support/terms-and-conditions.html:

"Residents of Afghanistan, Aland Islands, Algeria, American Pacific, American Samoa, American Virgin Islands, Andorra, Angola, Anguilla, Antarctic, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Bouvet Island, British Indian Ocean Territory, British Virgin Islands, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Caledonia, Cambodia, Cameroon, Cape Verde, Cayman Islands, Chad, Chile, China, Cocos, Colombia, Comoros, Congo, Cook Islands, Costa Rica, Côte d'Ivoire, Cuba, Czech Republic, Democratic Republic of Congo, Djibouti, Dominica, DVR North Korea, East Timor, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands, Faroe, Fiji, France, French Guiana, French Polynesia, French Southern and Antarctic Lands, Gabon, Gambia, Ghana, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Heard and McDonald Islands, Honduras, Hong Kong, Hungary, Iceland, Indonesia, Iran, Iraq, Isle of Man, Israel, Italy, Jamaica, Jersey, Jordan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Macao, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Micronesia, Mongolia, Montserrat, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands Antilles, Nicaragua, Niger, Nigeria, Niue, Norfolk island, Northern Mariana Islands, Oman, Outer Oceania, Pakistan, Palau, Palestinian territories, Panama, Papua New Guinea, Paraguay, Peru, Pitcairn, Poland, Portugal, Puerto Rico, Qatar, Republic of Korea, Republic of Moldova, Reunion, Russian Federation, Rwanda, Samoa, Saudi Arabia, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Singapore, Solomon Islands, Somalia, South Georgia and the South Sandwich Islands, Spain, Sri Lanka, St. Barthelemy, St. Helena, St. Kitts and Nevis, St. Lucia, St. Martin, St. Pierre and Miquelon, St. Vincent and the Grenadines, Sudan, Suriname, Svalbard and Jan Mayen, Swaziland, Switzerland, Syria, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, United Arab Emirates, United Kingdom, United States, Uruguay, Vanuatu, Venezuela, Vietnam, Wallis and Futuna, Yemen, Zambia, Zimbabwe cannot register as players with Red Rhino**."

**Platincasino.com is operated by Red Rhino Limited

Could you please advise if you have deposited any funds into your account and if you successfully completed the KYC verification?

Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

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

I made two deposits in May but my account was registered earlier and of cource I did not use any VPN services. Maybe casino restricted my country after but in this case they shouldn't have allowed me to play and win at all and close my account straight away and not after I won. I also provided my documents to casino but I think they did not accept it because of restriction.

Thank you very much, Fubi, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Fubi!

From now on, I will take care of your complaint. I would like to invite representatives of Platin Casino into this complaint in order to help us resolve the issue.

Hello,

we have finished our investigation regarding your complaint.

Uruguay is clearly listed as a forbidden country in our T+Cs and always was. There was no change in our list of restricted territories regarding Uruguay.

While it's correct that players of restricted territories generally aren't able to sign up or deposit at Platin, the failing of our upfront checks in this single case don't remove the player's responsibility to check the Terms and Conditions before registering at our Casino.

The Sign Up and Deposit from a restricted Territory was a clear breach of those Terms and Conditions.

We have voided all winnings and refunded your last deposit. Your Account will stay closed.

We appologize for any inconvinience regarding this matter.

Dear representatives of Platin Casino,

I would like to kindly suggest you to reconsider your decision. The fact that the player passed the registration process without your system recognizing access from a restricted country could not be considered as the player's fault. We strongly believe that the player was depositing in a good faith and also he did not gain any unfair advantage when he was putting his own funds at risk, before he even knew there was no chance to obtain any winnings in the first place. That being said, you are only willing to refund his last deposit, not even all, therefore we are able to believe that in case the player would only lost his deposits, his account would not be blocked and he would be able to continue depositing and losing. Since the problem was discovered after he already gambled his own funds and managed to win, we would consider paying out his winnings as a fair solution.

I would especially like to refer to our 'Fair Gambling Codex' section with 'Restricted countries': https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

Dear all!

Since there was no further response, therefore we were not able to come to any resolution, we will close this complaint as 'unresolved' in our system, which will have negative impact on the casino's rating on our website.

The casino can reopen this complaint at any time.

Dear all,

I would like to share an update regarding this complaint. We have recently received a request from the casino to reopen the case, which gives us an opportunity to continue the discussion and hopefully work towards a fair resolution for both parties.

Since Martin is no longer part of the Complaint Resolution Center, my colleague Kubo will now take over the handling of this case. He will carefully review all information already provided and continue the communication from here.

We would also like to thank the casino for deciding to reopen this case, as their cooperation is essential for us to be able to move forward.

Hello Everyone,

My name is Kubo, and I have taken over the handling of this case. I hope we can work together to bring it to a positive and satisfactory conclusion.

Since the player, Fubi, has not been active on our platform for over a year, I have reached out to her via email and am looking forward to her response.

Dear Platincasino,

Thank you for revisiting this matter after such a long time and for reconsidering your previous decision. I truly appreciate your current approach to ensuring the player receives the fairness she deserves.

Dear Fubi,

If you are here, please give us a sign so we can proceed with the complaint resolution accordingly.

Best regards,

Kubo

Dear Fubi,

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,
Kubo
Casino.Guru