Complaint #131 Platincasino

Account closure and winnings confiscated

By Caramel79

1 month ago

Hello ASKGAMBLERS! I come to you with the hopeful expectation that we can resolve an issue I have just run into with PLATINCASINO.

I have been a member for what I believe to be two years. I have never had an issue with them before and always followed their terms accordingly.

Just yesterday, I received an e-mail from them stating that they closed my account and according to their terms, they said they do not have to tell me why. I have a pending withdrawal with them for the amount of $1126.00 USD .

I responded asking why even though they stated they don't have to tell me because I have the right to do so but I have not received a response as to why they did not pay my winnings before doing so.

I hope ASKGAMBLERS can at the very least help recuperate my winnings as I do not believe they have the right to confiscate winnings without a valid reason. I did make a deposit and it feels like stealing when someone takes your money, allows you to risk it and then does not pay you when you win.

I have attached a screenshot of the e-mail they sent me. My account is disabled so I have no way of getting screenshots from the casino itself anymore.

Hope you guys can help! Thanks in advance!

Disputed Casino Platincasino

Reason Account closure

Discussion

AskGamblers

• Support Team

1 week ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Platincasino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Platincasino

• Representative

1 week ago

Dear Danny,

Thank you for your review and for your cooperation.

Following our internal investigation, we can confirm that the player’s activity was found to be in breach of our promotional terms relating to advantage play and bonus abuse.

The relevant term states the following:

“The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino welcome offers or other promotions agrees that Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

use of stolen cards;

chargebacks;

creating more than one account in order to get advantage from casino promotions;

providing incorrect registration data;

providing of forged documents;

any other actions which may damage the Casino.”

In this case, the complainant and another player claimed the same bonus within the same timeframe and proceeded to play the same game. Based on the matching activity pattern identified during our review, we concluded that the bonus was used in a manner consistent with advantage play / promotional abuse and not in line with the intended purpose of the promotion.

As outlined in the above term, the Casino reserves the right to void bonuses and any winnings from such bonuses where a player attempts to gain an advantage from casino welcome offers or other promotions, including through any other actions which may damage the Casino.

For this reason, the bonus winnings were voided in accordance with our Terms and Conditions.

We trust this clarifies our position

AskGamblers

• Support Team

1 week ago

Dear Platincasino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation on the matter, including but not limited to clarifying all the relevant reasons that led to the occurrence of the issue, the actions taken by your management and quoting of all the relevant terms that were breached by the complainant.

Please be notified that, should you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Caramel79

• 1 reviews

2 weeks ago

Hello! I am just refreshing the clock.

Thank you

Platincasino Complaint Stats

Resolved 26 / 30

Avg. Amount $10,228

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Platincasino Complaints

See all complaints for this casino

Withdraw rejected by them

Hallo, i have an issue with platincasino. They keep rejecting my payment. This has been going on for over a month now. My account is fully verified, and i also withdrew money once after verifying it, so it should'nt be an issue. But this time no matter what i tried it just keeps getting rejected. I have contacted the support multiple times and they keep giving me the same answer. "The bank account has to end in the same numbers as the one used to make the deposit." Wich first of all makes no sense whatsoever, and secondly it IS the same one, because that is the only bank account i have. I honestly don't know what else to do. I will provide some screenshots. Best Regards Darko

Resolved

€4,000

Delayed payout after account closure

Platincasino closed my account for no reason after I won 5000 CAD.

They then proceeded to tell me via email that they can close without a valid reason.

We then communicated via email to process my withdrawal win, and they first said they can't do it via Interac even tho I initially deposited via Interac.

They then asked me for my bank transfer information to do a manual bank transfer. I gave them all the info since they asked for it. Then they tell me they actually can't do it via bank transfer and proceed to ask me for my Mifinity information to send the winnings to my Mifinity account.

I proceed to give them all the info they need, plus all the screenshots for them to verify that it's actually my account.

This issue has now been going on for 3 weeks. and i haven't heard from them in a long time, as they stopped replying to my emails.

I have all the email proofs of all of our conversations if needed.

Resolved

$5,000

Withdrawal declined 3 times and no communication why

I have tried to withdraw 1200 EUR back to my Revolut VISA card 3 times and all have been declined without any information to why. I have previously been verified at the casino and has made withdrawals to the same VISA card a couple of years ago. I even sent in new documents for verification process again and the documents were approved and yet withdrawal was declined. I have no idea what they want me to do since I get no answers on the support mail and no information what so ever why the withdrawal was rejected.

Resolved

€1,200

Platincasino decline 3 times withdraw

I withdraw 03 Sep 2024, 21:21 34 Euro from a no deposit offer. See Screenshot please. Since this time my withdrawal has been 3 times cancelled.

1. They wanted 2 documents I sent instant.

2. They wanted another document from another card - I send instant

3. I have to withdraw to another method.

In last email they wrote I have to use another method, but which one didn't told. I am years depositor there. I send 5 emails. Live chat no answer.

Now I am waiting again days. And withdrawal is still pending.

Nobody cares about Players in this Casino. I did maybe 50 Deposits or many more at this casino in past. And they need weeks to withdraw 37 Euro? In past they need 24 hours. Why they not close when they don't want depsoiter?

Resolved

€34

Rejected Withdrawal of €3982 without explanation

Hi,

3 weeks ago I deposited €1500 (maybe a little too much for my budget, but that’s a weird strategy I use and I make sure to just play for a third of the deposited amount) on Platincasino and on the same day I won a few times and increased my money to €3982.

After that I was done and ready to withdraw my money. Of course I ended up getting asked to verify basically everything which I did and everything got approved.

After getting all my documents in check and approved my withdrawal was still rejected (was made to a Visa card the same method I deposited with and was told to use) I was then told to change to my bank account which I did. That also got rejected after 6days and I was told they needed documents for that as well, they then verified it after about 4-5 days and I made a withdrawal attempt again… 6 days later that attempt was rejected again without an explanation. Of course I tried to contact support several times and I tried to withdraw again with the same result. No explanation.

Now it’s been over 8 days and still haven’t got an answer from their support and they still have the money.

Resolved

€3,982

Closed account without any info

I got no deposit freespins and with those I won and wagered them through to the point that I got 100€ balance. Then I uploaded all documents and made withdrawal. Two days after that I tried to login to see what is the situation with my withdrawal just to see my account is closed without any info about that. They don't have live chat and they answer to emails once within 3 workdays.

Resolved

They sized down my Winnings for no Reason and doesn't payout

So on 15 Jun Platin given out 125 Freespins Maxwin was 100€ i wagered it and withdraw 98.52€

On the Same Day i win with a 5€ Freebet 12.03€ and played it trough 20€ and withdraw the 20€ So together 118,52€

On the next day Platincasino rejected the withdraws and screw it down to 100€ for no Reason.

Now the rejected even the 100€. I am a Gold Member at Platin and even verified. I even uploaded my Documents Twice.

i wrote them 2 Emails they didn't Answer and the Chat is dead since a few months.

Resolved

€119

Complaint regarding my Platincasino

I want to express my feelings that I am feeling very low at this time I have tried to get my money back and nothing has happened from platincasino. I have tried to get in touch with them several times and they told me that they have sent the money but I’ve sent them 2 statements showing that I haven’t gotten the money.

Unresolved

€5,000

Delayed payment from Platin Casino

I have had a pending withdrawal now since 19th January. I have contacted them once a day and asked for update and they tell me it will be paid "soon". I think I deserve to post a complaint here on Askgamblers for my unpaid 2,200euro winning. It's funny because the finance department was so quick to cancel my previous withdrawal requests and now when all KYC and things are in order I cannot even get an answer from finance but their customer service responds with same words everyday.

Resolved

€2,200

Not getting payed out

Two weeks ago I won 230€ at platincasino and made a withdrawal that was also accepted.
After I asked last Friday when the withdrawal will be booked at my bank account the live chat is not longer available.
I wrote them mails and even sent them my bank statements from the last two weeks. They say, they can’t find any payout on my account. But I also have screeners of it.

Resolved

€230