Platincasino - Das Konto des Spielers wurde gesperrt.

Good day,

I won a higher sum and only got a part paid out before everything was delayed and finally after a week my account was deactivated. There is no response to emails, the support chat only says: Write an email.

There are still € 20,000 open which were transferred by the employees themselves via Trustly, because I could only select bank transfer. Since then there has been no reaction and nothing is processed. I should wait Monday through yesterday from last week to see what I did. So that I can then see that my account has been deactivated and that I should contact support, which is not responding. Now I have no access to the rest of the profit. I took screenshots of my account before it was closed and had the scripts of the live chat copied by email. I very much hope that you can help me.

Guten Tag,

ich habe eine höhere Summe gewonnen und mir wurde nur ein Teil ausgezahlt bevor angefangen wurde alles zu verzögern und schließlich nach einer Woche, wurde mein Account deaktiviert. Auf emails wird nicht reagiert, der Support Chat sagt nur: Schreib eine Mail.

Es sind noch 20000€ offen die per Trustly von den Mitarbeitern selbst angewiesen wurden, weil ich nur Banküberweisung auswählen konnte. Seit dem wird nicht mehr reagiert und nichts wird bearbeitet. Ich sollte von letzter Woche Montag bis gestern warten, was ich getan habe. Damit ich dann sehe, dass mein Account deaktiviert wurde und ich mich an den Support wenden soll, der ja nicht reagiert. Jetzt habe ich garkeinen Zugriff mehr auf den Rest des Gewinns. Ich habe Screenshots von meinem Account gemacht bevor er geschlossen wurde und habe die Skripte des Livechats per Mail kopieren lassen. Ich hoffe sehr dass Ihr mir helfen könnt.

Dear Dinan,

Thank you very much for submitting your complaint and forwarding all the relevant communication. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please clarify if you have received any payments already? When exactly your account got blocked?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hi Guys,

Thank you for the fast answer.

I waited for the verification and after that part of the profit was paid out until there was € 20,000 left. Then suddenly it was said that I have to be patient, but not why.

I should email support, which I did, but always without an answer.

My winnings were personally instructed to be paid out by the employees via Trustly.

My account was blocked on February 1st, 2020 (I was told that payments would continue on this day). Since then, nothing has come from them at all.

Hallo Leute,

vielen Dank für die schnelle Antwort.

Ich habe die Überprüfung abgewartet und danach wurde ein Teil des Gewinns ausgezahlt, bis 20.000€ übrig geblieben sind. Dann hieß es plötzlich dass ich mich gedulden muss, aber nicht warum.

Ich sollte mich per Mail an den Support wenden, was ich getan habe, jedoch immer ohne Antwort.

Mein Gewinn wurde von den Mitarbeitern persönlich per Trustly zur Auszahlung angewiesen.

Mein Account wurde am 01.02.2020 (mir wurde gesagt an diesem Tag wird weiter ausgezahlt), gesperrt. Seit dem kommt überhaupt nichts mehr von deren Seite.

Thank you, Dinan, for your reply. Do I understand correctly that you account has been blocked on February 1st, 2020? According to forwarded screenshots you received payments in November 2020. Could you please elaborate? 

Hello,

I'm very sorry for the typo. I didn't mean 02/01 but 12/01

on December 1st, 2020 my account was blocked.

sorry for the inconvenience.

Hallo,

tut mir sehr leid für den Tippfehler. Ich meinte nicht 01.02 sondern 01.12

am 01.12.2020 wurde mein Account gesperrt.

entschuldigen sie die Umständlichkeiten.

No worries and thank you very much, Dinan, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Dinan,

I looked at your case and understand the situation. I will contact t he casino and see if I can help. I would like to invite the Platin Casino to the conversation to participate in the resolution of this complaint.

Hi Dinan,

I received a reply from the casino. Unfortunately, we can't publish it here due to legal reasons. However, the casino asked you to provide certain documentation so I suggest you provide it. It seems your account will remain blocked until you do so.

Hello. Thank you for the message. Of course I will provide all documents. What is it and where should I send it? I have not received any news from the casino in this regard.

Hallo. Vielen Dank für die Nachricht. Natürlich stelle ich alle Unterlagen zur Verfügung. Um welche handelt es sich denn und wo soll ich diese hinsenden? Seitens des Casinos habe ich diesbezüglich keine Nachricht bekommen.

Alright Dinan, I asked the casino to contact you and clear things up. Let's see if we can make some progress here.

Good evening everyone,

the casino just got in touch with me. It turns out that we have talked past each other.

I have now replied and am waiting for a response from the casino.

I would like to state here that the matter has not been clarified and I have not yet received the money. I can show you the email correspondence if you wish.

Please leave the case open.

Best regards

Dinan

Guten Abend alle zusammen,

das Casino hat sich eben bei mir gemeldet. Es zeigt sich, dass wir aneinander vorbeigeredet haben.

Ich habe jetzt geantwortet und warte auf eine Rückmeldung vom Casino.

Ich möchte hier festhalten, dass der Sachverhalt nicht geklärt ist und ich das Geld noch nicht bekommen habe. Ich kann Ihnen den Emailverkehr gerne vorlegen, falls Sie das möchten.

Bitte lassen Sie den Fall geöffnet.

Beste Grüße

Dinan

Hi Dinan,

You can forward the email correspondence with the casino to my email address: peter.m@casino.guru. Don't worry, the complaint will remain open until there is some sort of a conclusion.

Hi Peter,

did you get the email? I sent it to you on December 14th.

Hallo Peter,

ist die email bei dir angekommen? Ich habe sie dir am 14.12 gesendet.

Hi Peter,

did you get the email? I sent it to you on December 14th.

Hallo Peter,

ist die email bei dir angekommen? Ich habe sie dir am 14.12 gesendet.

Hi Dinan,

I read the emails you forwarded. I will continue discussing the issue with the casino rep by Skype since they don't wish to reply here. I will keep you updated.

Hi Peter,

all right then I'll keep on waiting. If I receive the money or if they contact me, I will let me know immediately.

Hallo Peter,

alles klar dann warte ich weiter ab. Sollte ich das Geld erhalten oder die sich bei mir melden gebe ich sofort Bescheid.

Hi there,

I got an email and replied. I forwarded both to you.

Hallo,

ich habe eine Email bekommen und geantwortet. Ich habe dir beides weitergeleitet.

Hi Dinan,

I read your email and have to admit it all seems a bit confusing. I asked the casino rep for a proper explanation based on evidence by Skype because I haven't heard from them since last week.

Hi Dinan,

I received a reply from the casino. The problem is that you reported that some deposits were made without your approval and came up with a third-party email address that was supposed to be involved in the matter. Another issue is that the casino didn't block the involved accounts right away until the situation was cleared and let you play more and win. The casino contacted eCogra and is expecting a reply. I will request the statement from the casino and see what the eCogra's standpoint is. Until then, the complaint will be unresolved.

Dear Dinan,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at peter.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Peter

Hello

Till this day I haven’t received my money or anything. Platin just closed the account and that’s it.

Hi Dinan,

Did you receive a statement from eCogra or from the MGA regarding your case? What did it say?

Dear Dinan ,

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.

Regrettably, we have not received any further communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected."

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.