Ag Awards

Platinum Play Casino - Ignoring request of self-exclusion

Complaint Info
Disputed casino Platinum Play Casino
Reason Other
Posted on October 14, 2014

Hello. I am a compulsive gambler, as explained in the email I have sent to the casino. I am trying to fight this problem with the self exclusion from every casinos I have joined, but the temptation to join new ones is always strong. Responsible Casinos should take this problems very seriously and make the procedure fast and responsive, also because I believe there is a data bank with all gamblers with addiction problems. To make this clear I have asked to Platinumplay casino to close my account the same day I have joined it, explaining the problems with my addiction, so far the only answer I had from the Customer support was that due to the casino procedure they are not able to process my request. All I believe is that if a compulsive gambler share this problem with a casino showing the will to close an account and avoid any more further waste of money and mental health then the casino should at least take any possible actions to grant the request

Posted on October 14, 2014

Dear @secchetto67,
Any update considering your complaint? Thank you.

Posted on October 14, 2014

Not at all, my account is still active, plus did not get any email back about my enquiry. The only time they have contacted me was over the phone about a promotion and via email about a deposit not going through offering help to do it with a different method. I send a couple of emails to different addresses and no answer was given to it. What I think is that even if a player does a wrong procedure towards a self-exclusion request, it should not stop the casino to make any preventive action to avoid deposits and contacting the customer instructing him about to how to proceed in the right way to a self-exclusion. On the top of this, I read that this casino is a sister of Euro Casino, which I was self-excluded from.... should this make them aware of some problems and being more responsive?

Thank you


Michele Marchitelli

Posted on October 18, 2014

Unfortunately casino didn't respond. We recommend to the player to seek future help from Malta Gambling Commission.

Platinum Play Casino Complaints

  • 10 of 23 resolved
  • 3 days avg response
  • 1 week avg complaint life
  • 1,113 USD avg amount

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