Platincasino - Das Spielerkonto wurde ohne Auszahlung geschlossen.

I registered at the casino without a problem, I played at the casino, and got some winnings. After they asked me for KYC, they closed my account and told me that their services are not available for my country.

And now they don't write me anything and my money is left there. Please help me to reach out to them so they can send me my earned money.

It's not fair that they let me register and play, but when I wanted my money, they closed my account.

Regards

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear s1ko07,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• What verification documents did you submit before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Hello,

i have played casino and some sports betting.

I have submited photo od my ID, proof of adress, and proof of payment.

No, i didnt agree or used any bonuses offered.

I played fairly and now i cant get in touch with casino anymore.

Regards

Hello s1ko07,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply and for providing the previous details, s1ko07.

• What was the reason given to you for the closure of your account besides recent country restriction?
• Did you receive any prior communication about KYC requirements before your account was closed?
• Have you attempted to contact the casino's customer support? If so, what was their response?

You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello,

it was the only reason given, i will forward you all the communication with the casino now.

Yes, they asked me to send all documents for KYC. I did it, and then they saw that I'm from a country that is restricted.

I have talked to them via email, will forward all communication now to your email.

Regards

Dear s1ko07,

Thank you for your reply and for providing the previous details.

• Could you please confirm that you did not use a VPN during your registration process on the site?
• Additionally, could you confirm whether your real money balance on the account was above zero?

Thank you in advance for your reply.

Hello,

i only used my wifi network.

Yes, my real money balance was around 580 when i did kyc and thats when they closed my account. And now i cant even get the money i deposited there. Its pure theft.

Is there possibility that you can help me?

Dear s1ko07

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Platincasino representative to join this conversation.

Dear Platincasino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello s1ko07,

Thank you for your feedback. We appreciate you bringing it to our attention.

Following a review of your account, we identified that it was registered from a restricted country, in this case Croatia. As outlined in our Terms and Conditions, our services are not available in certain jurisdictions, and any winnings generated under such circumstances are considered void.

That being said, and to ensure a fair resolution, we have arranged a full refund of your deposits. Our customer support team has already provided you with the necessary information and steps required to proceed with the refund. Once completed, the funds will be returned to your original payment method.

We sincerely appreciate your understanding.

Kind regards,

Your PlatinCasino Team

Ok, i have sent payment data you asked me.

Regards

Dear s1ko07,

Could you please confirm, if you have received the deposit?

Hello,

i didnt get any funds yet.

regards

Dear s1ko07,

Please notify me, when you receive update in your withdrawal process.

Thank you.

Dear s1ko07,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

i dont have anything to report since casino is not giving me any news.

They say my enquiry is beeing processed, and i still didnt recieve my funds.

Regards

Dear Platincasino,

Please provide us with a specific timeframe, when the player can expect to receive the payment. We would greatly appreciate it if you could provide resolution to the issue as soon as possible.

Thank you for your attention to this matter.

Hello both, our payment service provider has made the transfer via crypto. The player should receive it soon if not already received.

Hello

i recieved the funds. Thank you for your help. Issue resolved

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

Dear s1ko07,

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,

Mirka