Platincasino - Der Spieler fordert aufgrund von Kontoproblemen eine Rückerstattung der Einzahlung an.

Dear Casino Guru Team.

I've been playing at online casinos since 2021. I'm now addicted to gambling.

Since a brain injury in 2020, followed by radiation therapy, my understanding of text has deteriorated. I can't understand the general terms and conditions, nor have I understood that online casinos are illegal.

In 2023, I was charged with illegal gambling, but the case was dropped due to my illness, a letter from my lawyer, and a medical certificate from the public prosecutor's office. However, with these restrictions, I would never have been allowed to open an online casino account on my own. I would just like to get my deposits refunded.

I will of course provide a medical certificate and a letter from my lawyer at any time via email.

Liebes Casino Guru Team. 

Seit 2021 spiele im Online Casino. Mittlerweile bin ich spielsüchtig.

Seit einer Erkrankung im Kopf 2020 mit anschließender Bestrahlung habe ich mein Textverständnis mehr. Ich kann weder allgemeine Geschäftsbedingungen verstehen, noch habe ich verstanden, dass online Casino illegal ist.

2023 kam es zu einer Anzeige wegen illegalem Glückspiel, welche aufgrund meiner Erkrankung, eines Schreibens meines Anwalts und zusätzlich durch ein ärztliches Attest durch die Staatsanwaltschaft eingestellt wurde. Mit diesen Einschränkungen hätte ich jedoch nie selbstständig einen Account im Online Casino eröffnen dürfen. Nur würde ich gerne meine geleisteten Einzahlungen zurück fördern.

Ein ärztliches Attest sowie das Schreiben meines Anwalts stelle ich selbstverständlich jederzeit via Mail zu Verfügung

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you informed the casino about your gambling problems in the past?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund requests? What did the casino reply?

If your account in the casino is still accessible, I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Platin Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to the casino support (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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,

Tomas

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 makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tomas. Thank you for your feedback. However, I believe we misunderstood each other. After informing the casino of my gambling addiction, my account was immediately closed. However, my concern is that the casino's terms and conditions only accept players from regions where online gambling is legal. This is my number one problem. I didn't understand that gambling in online casinos is a criminal offense... That's why I filed a complaint.

The casino also states that it is the player's sole responsibility to ensure compliance with the laws applicable to their jurisdiction before playing.

I didn't understand this either.

Theoretically, I should never have been allowed to open an account on my own.

It may sound completely crazy to someone who is healthy, but at the beginning of my brain disease, gambling drove me to financial ruin.

So, I'm concerned about reclaiming my deposits...

I sent this claim to the casino by email, along with my medical certificate and my lawyer's letter to the public prosecutor's office. The complaint was dropped due to my illness. Unfortunately, the casino isn't taking any action and rejected my claim with the following words:

"Hello Andrea,

Thank you for your message.

The casino only accepts players from countries where online gambling is permitted. Please ensure you are familiar with the gambling laws in your country before playing. We only accept players of legal age who meet the legal requirements in their country of residence.

It is important that you follow applicable regulations and ensure that you do not violate any laws.

You are responsible for ensuring that your participation in the Games does not violate any laws that apply to you.

Since deposits and real money games are also subject to the laws of your country, you must ensure that you comply with these regulations.

We understand that you're upset about your loss. However, a refund is not possible because the offer has already been fully used and there are no funds left in your account.

Our company is licensed in Curaçao and meets all legal requirements for operating our services.

We take the protection of our players and compliance with legal requirements very seriously. This includes strictly adhering to our Terms and Conditions, which clearly exclude refunds for bets already placed.

Thank you very much for your understanding.

Best regards

PlatinCasino VIP"

My response to the casino:

"Hello Monica.

This is precisely where the problem lies.

Due to a mental illness, I was unable to understand the text at that time.

I received a complaint about illegal gambling. The attached letter was from my lawyer to the public prosecutor's office, stating that, due to a lack of understanding of the text, I neither understood that gambling was illegal nor did I understand the terms and conditions at the time. The case was subsequently discontinued. I am sending you my lawyer's letter and my doctor's certificate. I shouldn't have opened an account in the first place.

I request a reconsideration."

Lieber Tomas. Vielen Dank für deine Rückmeldung. Ich glaube allerdings, dass wir uns missverstanden haben. Nach Mitteilung meiner Spielsucht an das Casino, wurde mein Konto umgehend geschlossen. Mir geht es jedoch darum, dass die allgemeinen Geschäftsbedingungen des Casinos nur Spieler aus Regionen, in denen Online- Glücksspiel gesetzlich erlaubt ist, akzeptiert. Hier liegt mein Problem Nummer 1. Ich habe nicht verstanden, dass Glückspiel im Online Casino strafbar ist.... Deshalb kam es auch zur Anzeige.

Ebenfalls teilt das Casino mit, dass es in der alleinigen Verantwortung des Spielers liegt, die Einhaltung der für seine Gerichtsbarkeit geltenden Gesetze sicherzustellen, bevor er spielt.

Auch dies habe ich nicht verstanden.

Theoretisch hätte ich niemals ein Konto selbständig eröffnen dürfen.

Es mag für jemanden, der gesund ist, total verrückt klingen, mich hat das, zum Beginn meiner Gehirnerkrankung, Spielen in den finanziellen Ruin getrieben.

Es geht mir also um Rückforderung meiner Einzahlungen...

Dem Casino habe ich diese Forderung per Mail geschickt, genauso wie mein ärztliches Attest und das Schreiben meines Anwalts an die Staatsanwaltschaft. Die Anzeige wurde, aufgrund meiner Erkrankung, eingestellt. Das Casino nimmt sich dem leider nichts an und hat meine Forderung mit folgenden Worten zurückgewiesen:

"Hallo Andrea,

danke für deine Nachricht.

Das Casino akzeptiert nur Spieler aus Ländern, in denen Online-Glücksspiele erlaubt sind. Bitte stelle sicher, dass du die Glücksspielgesetze in deinem Land kennst, bevor du spielst. Wir akzeptieren nur volljährige Spieler, die die gesetzlichen Voraussetzungen in ihrem Wohnsitzland erfüllen.

Es ist wichtig, dass du die geltenden Vorschriften beachtest und sicherstellst, dass du keine Gesetze verletzt.

Du trägst die Verantwortung, dass du durch die Teilnahme an den Spielen keine Gesetze brichst, die für dich gelten.

Da auch Einzahlungen und Echtgeldspiele den Gesetzen deines Landes unterliegen, musst du sicherstellen, dass du diese Vorschriften einhältst.

Wir verstehen, dass du dich über deinen Verlust ärgerst. Eine Rückerstattung ist jedoch nicht möglich, da das Angebot bereits vollständig genutzt wurde und kein Guthaben mehr auf deinem Konto vorhanden ist.

Unser Unternehmen ist in Curaçao lizenziert und erfüllt alle gesetzlichen Anforderungen für den Betrieb unseres Angebots.

Wir nehmen den Schutz unserer Spieler und die Einhaltung gesetzlicher Vorgaben sehr ernst. Dazu gehört auch, dass wir unsere AGB strikt einhalten – diese schließen Rückerstattungen für bereits getätigte Einsätze klar aus.

Vielen Dank für dein Verständnis.

Beste Grüße

PlatinCasino VIP"

Meine Antwort an das Casino:

"Hallo Monica.

Genau hier liegt das Problem.

Aufgrund einer Erkrankung im Kopf, hatte ich zu diesem Zeitpunkt kein Textverständnis.

Ich habe eine Anzeige wegen illegalen Glückspiel erhalten. Anhängendes Schreiben war von meinem Anwalt an die Staatsanwaltschaft, dass ich zu diesem Zeitpunkt durch fehlendes Textverständnis, weder verstanden habe, dass Glückapiel illegal ist, noch habe ich die allgemeinen Geschäftsbedingungen verstanden. Das Verfahren wurde daraufhin eingestellt. Zum einen sende ich Ihnen das Schreiben meines Anwalts, zum anderes das Attest meines Arztes. Ich hätte erst gar kein Account öffnen dürfen.

Ich bitte um erneute Prüfung."

Thanks for the clarification of the situation.

Our point of view is that the casino should close accounts and protect those players who inform the casino about their gambling problems. Based on your description of events, the casino did exactly that. We believe they acted adequately. Prior to informing the casino of any gambling problems, the player is ultimately responsible for any wins and losses.

Based on available information, the casino accepts players from Germany. If a casino accepts players from a certain country, it's expected that the players can come and risk their funds by gambling. Gamblers who risk their funds will be eligible for any legitimate winnings to be paid out. Our position is that if the casino accepts players from a certain country, they should pay out winnings. Players are also responsible for any losses. We unfortunately cannot ask the casino for a refund based on the argument that they shouldn't have opened your account in the first place, because you came to the casino risking your funds, and presumably lost your deposits.

Since we cannot ask the casino to return your deposits, this complaint cannot continue and will be closed.

I would have hoped to assist you further; however, from our point of view, your claim is not justified.

Please do not hesitate to contact us if you run into issues with any online casino in the future.