Platincasino - プレイヤーのアカウントは閉鎖されました。

Hello, I won 2k euro at PlatinCasino at 25/07/2024 and verified my account ( sent all the documents they asked for). Few days later they closed my account without any notice to me, asking that I need to do a video call with them in order to get my account unblocked and do the withdrawal. After 3 weeks since I did it they still didnt respond to my emails to unblock my account and give me my money. The videocall went good and I provided them all the information needed.

Dear kittyjuli13,

Thank you for submitting your complaint, and I’m sorry to hear about the issue you're facing with Platincasino. Before we proceed, I would like to ask a few additional questions to gain more clarity:

• Could you please confirm when the verification process began?
• Were all your documents approved prior to the video call?
• When was the last time the casino responded to you regarding this matter?

I appreciate your assistance and look forward to your reply.

Kind regards,

Nick

Hello, The process began same day as I had the win 25/07/2024, I had my passport, selfie and proof of address, aslo proof of deposit.

Casino last time responded 30 august...

Dear Kittyjuli13,

Thank you for providing all the necessary information. As the verification should not take more than 14 days, I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru), who will be assisting you from this point onward.

Wishing you the best of luck in resolving the matter.

Best regards,

Nick

Hi kittyjuli13,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Platincasino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Why was there no update after you conducted the video call with the player? When can the player expect her account to be verified?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Hello,

the player account was closed due to a business decision.

The Video call was conducted in order to verify the players identification and verify the winnings. After successful call, player was informed that a bank statement is needed, to be able to manually withdraw the remaining balance.

The call happened on Aug 30th, right after an email was send to the player with all the info needed.

On Sep 9th player answers on this email without any document and only claims that the player did not hear anything from us since 3 weeks. To this email we replied directly with the same info from before, what document is needed and what will happen with her balance.

Since then we wait for an answer and the requested document.

Player does not comply to the specifications. As soon as the needed document is provided, the remaining balance can be sent to the player.

The account will stay closed permanently.

Thanks,

Thank you for the reply, Platincasino. Is it possible to forward your email communication with the player to prove she was informed about your decision and request on time? Can you please also specify if the player breached any terms, due to which it was decided to close the account? I'd appreciate it if you could share it at natalia.b@casino.guru, thank you.

Dear kittyjuli13, are you sure you haven't been contacted by the casino? According to the Platincasino, you were asked to provide your bank statement. Can you send this document?

Hello,

First of all, they didnt contact me, I sent various emails to them.

Second of all, yes, I ll send them my bank statement right away.

I didnt break any rules on their site and I still dont know why they decided to block my account...

Hello,

the player provided yesterday the requested document. It is now with the relevant department under review.

If it can be verified, the manual withdrawal of the remaining funds will be processed.

Thanks,

They still didnt send it....

Hello,

player received an Email with an update regarding the manual withdrawal.

Still waiting for the answer.

Thanks,

Hello

" Hello Julie,

Thank you for writing to us!

We have received your email, and a team member will get back to you as soon as possible.

In the meantime, we wish you a great time at PlatinCasino!

Best regards,

The PlatinCasino Team"

This was your last email 6 days ago. Please dont misinform here. I still didnt receive my money.

Dear Platincasino, please specify if you have requested any information from the player to proceed with the manual withdrawal?

I'd also like to mention that I haven't received any explanation about the reasons for closing the player's account.

Hello,

please check following screenshots for actual events:

30.08. send by us

09.09. response from player to the same email without checking our previous info

09.09. on the same day our response again

25.09. player responded with requested document

26.09. it was forwarded to the relevant department

29.09. answer from the relevant department:

30.09. info was send to the player.. since then we are still waiting for the players response

Can you show also to whom you sent the emails to? I didnt receive the last emails, you could ve just create an email now and screenshot it.

Crypto currency - Litecoin

Litecoin address : ltc1qjjdhpgjwzjcn55pwsc296xfjr8ggc9ye53fmqr

Litecoin blockchain

Thanks , I ll confirm here when I receive it!

You still didnt answer me why you closed my account...

Hi Julie,

We will refund you shortly.

Your account has been closed due to a business decision . As you know the casino reserves the right to close an account without providing an explanation.

Thanks and best regards,

I didnt receive my funds yet.

Any updates regarding the money, PlatinCasino?

Thank you!

Dear kittyjuli13, let us know if you have already received a refund.

Not yet!..

Almost 2 weeks passed without any action from them. They didnt say why they closed my account and now they dont pay me.

Hi Team,

Money was not paid due to Norwegian Bank Account but we forwarded the Crypto Address again to the Accounting Team and it should be paid within this week.

Thanks and sorry for delay !

They didnt send the money yet .

Please CasinoGuru, they didnt pay yet.

Dear Platincasino, please, specify the date when the payment was processed from your side.

A week passed since they told they will send the money AND I still didnt receive it…🙁

Hello?? Can you help me ? Casino is delaying my payments... They dont respond .

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

It was paid to the crypto address given by player.

Dear Kittyjuli13, can you please confirm receipt of the funds?

Yes! Received the money!

Thank you for the help!

Dear kittyjuli13,

I'm glad to hear that your issue has been resolved and you received your funds in full. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru