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Platincasino - Verified account frozen, request for deposits refund denied

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Beschwerde-Info

PapyStig Norwegen
Veröffentlicht am 2. Mai 2023

Hello. I hope you can help me. I created an account at the platincasino casino, and uploaded all the necessary documents to verify my account. I uploaded my driver's license for proof of identity, and my bank statement for proof of address. After that, I received an email from platincasino where they confirmed that my account was successfully verified. I made a deposit and played the games. But when I won and requested a withdrawal, they canceled my withdrawal request and asked me to send them additional photos with documents to fully verify my account as they explained. Although my account was already verified, I was not upset because I understand that sometimes additional documents are required. And I kindly sent my selfie with the same driver's license with which they verified my account. I logged into my account and saw that all documents were checked and approved. But my account is still frozen. When I asked why they don't unfreeze my account, if I provided them with all the documents they asked me to, and they even checked and approved them, the platincasino answered that they now need another photo with my passport. Unfortunately, my passport has expired, I am now waiting for a new one. But it can take a long time. And when I registered, I deliberately pass verification right away to understand whether I should play or not. Now the platincasino company does not give me access to my account and tells me to wait until I get a new passport. And only after that I will be able to play, make deposits or withdraw funds. In connection with this, I have asked for all my deposits to be returned to me, because I am not satisfied with this development of events. I verified my account and received an email about it. On an additional request, I sent what they asked for and also received approval. But there is no access to my account. I believe that the company should return all my deposits to me. Because I did not agree that I would have to wait for new documents to play. I knew that my account was verified, so I calmly played with them. But if the company can't unlock my account, even though they confirmed all my documents, and the account was previously verified, then I think I should get all the deposits back, and just don't play with them. Please help me to return all my deposits. If you need screenshots to prove my words, I'll be happy to provide them all. Thank you very much in advance for your help.

AskGamblers
Veröffentlicht am 2. Mai 2023

Dear @PapyStig,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed deposit/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Veröffentlicht am 2. Mai 2023

Hello,
please provide us with Player Email in order to check this complaint.

Thank you,
Platin Casino

AskGamblers
Veröffentlicht am 3. Mai 2023

Dear Platincasino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case 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.

PapyStig Norwegen
Veröffentlicht am 3. Mai 2023

Hello. Thank you. At this time, I want to dismiss this complaint because the company has restored my access to my account

AskGamblers
Veröffentlicht am 3. Mai 2023

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.