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Platinum Play Casino - Locked account and winnings not paid out

Complaint Info
Disputed casino Platinum Play Casino
Reason Account closure
Amount € 551
Posted on November 19, 2017


I received an email from Platinum Play on 10th of November:

Unfortunately, irregular activities have been taking place on your Platinum Play (Flash)(Malta) casino account (ingridalabu) and it has been locked.

We are investigating the matter in order to determine if we can unlock the account. If this be possible we will inform you by email. You may receive an email requesting that you send us verification documents.

If you do not hear from us please be aware that we will not be reconsidering the status of your account and it will therefore remain locked.

This decision will only have been made after a thorough investigation has been completed.

If we determine that your account must remain locked any attempted withdrawals will not be processed and balances from winnings will be removed as per our terms and conditions.

Should you need any assistance or additional information we have a 24-hour support team which you are more than welcome to contact.


The player security team
Platinum Play (Flash)(Malta)

I contacted the chat, however, I was told they cannot say anything at that moment. I contacted the chat a week later on 17th of November and I was told that my account will remain locked and it is the final decision. I was asking for explanation what I had done wrong that my account was locked but they just kept repeating they could not explain anything.

Before receiving the email that my account is locked (on 10th of November) I requested a withdrawal of 551 euros on 8th of November. So that is the amount they did not pay me and locked my account.

Posted on November 20, 2017

Hi Ingridalabu,

Thank you for your query.

I have reviewed your account and can confirm that your account has been locked by our Player Security Department due to you having breached the following term:

3. Shared Environments

3.1. We may impose any limits or conditions that we, in our sole discretion, deem fit on any persons who open or attempt to open Accounts at the Casino where such Accounts originate from environments where computers are, or the environment is shared.

For this reason, your account will remain locked and your withdrawal has been confiscated.

Kind Regards,

Posted on November 20, 2017

Well, that's a major improvement in communication on your side compared to the lack of communication, rudeness and no explanation for closing the account given by your live chat. Thank god that there are such websites as ask gamblers, because in this shady casino business it is extremely hard for players to be treated fair as such casinos as Platinum Play allows themselves to close players accounts, confiscate the winnings and refuses to provide any information when contacted.

However, what shared environments are you talking about? I am the only one who uses my computer and I was not logging in my account from any other shared ip addresses but my home wifi. The information that you provided is not fair and I do not agree with it. How can I escalate this further that fair and unbiased investigation could take place?

Posted on November 23, 2017

Hi Ingridalabu,

Thank you for your reply.

Please note that an extensive investigation was done by our Risk team in regards to your account.

I am not at liberty to divulge what exactly was picked up however this decision was made by our Risk team and regrettably it is final.

Kind Regards,

Posted on November 26, 2017

Can you share the details of this investigation to the third party such as Askgamblers? At this point I see that you are not helping me to solve the problem. Could it be that you realise that mistake was made and you are not willing to admit it or you are acting unfairly by randomly confiscating the money because you do not have to answer to anybody?

In addition, you have not answered my previous question: How can I escalate this further that fair and unbiased investigation could take place?

Posted on December 2, 2017

Unfortunately, Platinum Play Casino didn't provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body responsible for Platinum Play Casino. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

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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