Platincasino - Os ganhos do jogador são retidos pelo cassino.

Dear CasinoGuru Support Team,

My name is Onur U***, and I hereby file a formal complaint against PlatinCasino because my winnings of €1556.14 were withheld.

On December 25, 2025, I transferred €1,425 via Apple Pay (linked to my account) to my account y**** 6@icloud.com deposited. My previous account (onu*******) g@hotmail.de ) was already officially closed.

Despite several attempts to resolve the issue directly with PlatinCasino via email and live chat, my deposit was not refunded, allegedly due to a "multiple account" violation. This claim is unfounded, as my old account was already closed before I created the iCloud account.

I demand that PlatinCasino refund at least my original deposit of €1,425 . I don't dispute any potential winnings, but I want my own money back, to which I am entitled. I assumed that when I closed/deleted my old account, I could open a new one. Therefore, I did not have multiple accounts.

All relevant documents can be found in the appendix:

Email correspondence with PlatinCasino

Screenshots of account status and login problems

Deposit slips (Apple Pay / Bunq)

Confirmation of the closure of the previous account

I request your assistance in getting PlatinCasino to refund my deposit.

Thank you for your attention.

Best regards

Onur U*** A****

Sehr geehrtes CasinoGuru Support Team,

mein Name ist Onur U***, und ich reiche hiermit eine formelle Beschwerde gegen PlatinCasino ein, da mein Gewinn 1556,14€ einbehalten wurde.

Am 25.12.2025 habe ich 1.425 € via Apple Pay (verbunden mit meinem Konto) auf mein Konto y****6@icloud.com eingezahlt. Mein vorheriges Konto (onu*******g@hotmail.de) war bereits offiziell geschlossen.

Trotz mehrerer Versuche, das Problem direkt mit PlatinCasino per E-Mail und Live-Chat zu klären, wurde meine Einzahlung nicht zurückerstattet, angeblich wegen einer „Mehrfachkonto"-Verletzung. Diese Behauptung ist nicht gerechtfertigt, da mein altes Konto bereits geschlossen war, bevor ich das iCloud-Konto erstellt habe.

Ich fordere, dass PlatinCasino wenigstens meine ursprüngliche Einzahlung von 1.425 € zurückerstattet. Ich bestreite keine eventuellen Gewinne, aber ich möchte mein eigenes Geld zurück, auf das ich Anspruch habe. Ich bin davon ausgegangen das als ich mein altes Konto schließen/löschen lassen hab ich ein neues Konto eröffnen kann. Daher habe ich keine Mehrfach Konten gehabt.

Im Anhang finden Sie alle relevanten Dokumente:

E-Mail-Korrespondenz mit PlatinCasino

Screenshots des Kontostatus und Login-Probleme

Einzahlungsbelege (Apple Pay / Bunq)

Bestätigung der Schließung des vorherigen Kontos

Ich bitte um Ihre Unterstützung, PlatinCasino zur Rückerstattung meiner Einzahlung zu bewegen.

Vielen Dank für Ihre Aufmerksamkeit.

Mit freundlichen Grüßen

Onur U*** A****

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Dear Onur2444,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue regarding the withheld balance and the situation with your previous and current accounts.

Before we proceed, could you please clarify a few points so we can better understand what happened?

• When exactly was your old account (under the email onu******g@hotmail.de) officially closed, and was it confirmed in writing by the casino?
• Have you ever made a successful withdrawal from either account in the past? If yes, when was the last one?
• Could you confirm whether you used any bonuses on the new account before making the withdrawal request?

If possible, please forward the confirmation of account closure and the latest communication with the casino to petronela.k@casino.guru so we can review the details.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Mrs. Petronela,

Thank you very much for your feedback and the opportunity to have my case reviewed.

I hereby submit the requested information:

1. My old account (email: [player's email address deleted by Casino.Guru]) was officially closed and permanently deleted on November 6, 2025. I double-checked that it was indeed deleted (see image 1) and it was. The confirmation of the closure is attached.

2. I have successfully made a withdrawal from my old account in the past. The last withdrawal was on October 24, 2025.

3. No bonuses were used on my new account. I played without a bonus.

Additionally, I have attached the last communication with the casino as an appendix to make the matter fully comprehensible.

I didn't have any "multi-account usage" because my old one was supposed to be permanently deleted. I also received a response from PlatinCasino stating that reactivation wasn't possible and that I could register again. After creating my new account, I deposited €1425 to the email address [player's email address deleted by Casino.Guru] and there were no problems. No ban or violation of the terms and conditions. They only blocked me when I tried to withdraw the money.

I hope this information helps you with your exam and I thank you in advance for your support.

Best regards

Sehr geehrte Frau Petronela,

vielen Dank für Ihre Rückmeldung und die Möglichkeit, meinen Fall prüfen zu lassen.

Hiermit übermittle ich die gewünschten Informationen:

1. Mein altes Konto (E-Mail: [player's email address deleted by Casino.Guru] wurde am 06.11.2025 offiziell geschlossen, und endgültig gelöscht. Ich habe nochmal überprüft ob es wirklich gelöscht war (siehe Bild 1) und es war gelöscht.Die Bestätigung der Schließung ist als Anhang beigefügt.

2. In der Vergangenheit habe ich  erfolgreich eine Auszahlung von meinem alten Konto vorgenommen. Die letzte Auszahlung war am 24.10.2025

3. Auf meinem neuen Konto wurden keine Boni verwendet. Ich habe ohne Bonus gespielt.

Zusätzlich habe ich die letzte Kommunikation mit dem Casino als Anhang beigefügt, um den Sachverhalt vollständig nachvollziehbar zu machen.

Ich habe keine "Mehrkonto Nutzung" gehabt da mein altes endgültig gelöscht werden sollte. Ich habe auch die Antwort von PlatinCasino bekommen das eine Reaktivierung nicht möglich ist und ich mich neu registrieren kann. Ich habe nachdem ich mein neues Konto auf die E Mail Adresse [player's email address deleted by Casino.Guru] 1425€ eingezahlt und es gab keine Probleme. Keine Sperre oder Verstoß gegen AGBs. Erst als ich auszahlen wollte haben die mich gesperrt. 

Ich hoffe, diese Informationen helfen Ihnen bei der Prüfung und ich danke Ihnen bereits im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen

Hi Onur2444,

Thank you for your detailed reply and for providing the requested documents. I appreciate your cooperation so far.

Before we proceed further, I would like to clarify two important points, as they are not fully clear from the forwarded communication:

Reason for closing the first account

1. Could you please clarify why you requested the closure of your original account (onu******g@hotmail.de)? From the available communication, it is not clear whether the closure was requested for: personal reasons, responsible gambling–related reasons... This distinction is important for assessing how the casino should have handled any subsequent registration.

Comparison of account details (old vs. new account)

Please also clarify whether you used the same personal details when registering the second account. Specifically:

• Which details remained the same (e.g. full name, date of birth, address, phone number, payment method, device/IP)?
• Which details were changed (e.g. email address only, or anything else)?

Thank you in advance for your clarification.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Onur2444,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela