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Ladies and gentlemen,

Platincasino will not pay out an amount over €2260 because you have requested a document that cannot exist!

They want to know why I deposited €7,500 in October because they think my salary is not high enough?!

I won this money in a normal casino and of course I didn't receive a receipt... Now it's practically impossible for me to prove the origin afterwards! do i need to hire a lawyer?

Sehr geehrte Damen und Herren,

Platincasino zahlt einen Betrag über 2260€ nicht aus, da Sie ein Dokument angefordert haben das gar nicht existieren kann !

Sie wollen wissen wieso ich im Oktober 7500€ eingezahlt habe, da sie der Auffassung sind mein Gehalt sei nicht hoch genug ?!

Ich habe dieses Geld in einem normalen Casino gewonnen und natürlich keinen beleg erhalten... Nun ist es mir nachträglich praktisch unmöglich die herkunft nachzuweisen ! muss ich mir einen Anwalt nehmen ?

Hello hennyssy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies.

Do I understand correctly that providing proof of income seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for taking this case on! The casino says that my income is not enough to deposit this amount, which was only possible because of a casino win on land! I do not understand that with losses of a total of 11,500 euros, it is obvious that it is not money laundering! In addition, I was still able to deposit money after October!

If the casino had any suspicions according to AML guidelines, they should have reported it there! I asked the Landcasino but they can't issue a certificate of profit afterwards! The problem seems to be unsolvable without legal support!

Hallo Kristina,

vielen Dank das Sie sich diesen Fall annhemen ! Das Casino sagt das mein Einkommen nicht ausreicht um diese Summe einzuzahlen was auch nur aufgrund eines Casinogewinns am Land möglich war ! Ich verstehe nicht das bei verlusten von insgesamt 11500 euro liegt es doch auf der hand das es sich nicht um Geldwäsche handelt ! zudem war es mir weiterhin möglich nach oktober Geld einzuzahlen !

Sollte das Casino nach AML richtlinien verdacht haben hätten sie es schon da melden müssen ! Ich hab beim Landcasino angefragt aber die können nicht im nachhinein gewinnbescheinigung ausstellen ! Das problem scheint ohne Juristische unterstützung unlösbar zu sein !

All documents were accepted and recognized, and I was also able to pay out in the past, just not this time, which I can't understand

Es wurden alle Dokumente aktzeptiert und anerkannt zudem konnte ich in der Vergangenheit auch schon auszahelen nur eben diesesmal nicht was ich nicht verstehen kann

Do I understand correctly that winnings from the land-based casino were paid to you in cash?

yes you would ! and i also sold my car in september i received the amount in cash i also sent this sales contract to platincasino they no longer have a legal basis to withhold my profit!

ja wurden Sie ! und ich habe zudem auch im September meinen Auto verkauft dessen betrag habe ich auch in bar erhalten diesen Kaufvertrag habe ich auch an Platincasino gesendet die haben keine rechtliche grundlage mehr meinen Gewinn zurück zu halten !

Could you please clarify how much money you received from the land-based casino? Do I understand correctly that this is the only income to which you cannot provide a document/proof?

I won there in the free spins of magic mirror 8300 € but took from the casino about 6000!

But I always have cash at home so I save better than on a normal bank account!

I've had my player account there for years and suddenly they come with AML

Gewonnen habe ich dort in den Freispielen von magic mirror 8300€ aber mitgenommen aus dem Casino ca 6000!

Ich hab aber auch so immer Bargeld zuhause damit Spar ich besser als auf dem normalen Bankkonto !

Ich hab dort seit Jahren mein Spielerkonto und auf einmal kommen die mit AML

I am sorry, hennyssy, but that is a fairly significant amount for which you cannot provide proof of income. We cannot punish the casino for asking for such a document as it is most likely required by the licensing authority.

We would really like to help you, but if you are not able to provide a basic document like this, there is not much more we could do. We cannot force casinos to pay out your winnings under these circumstances.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Dear hennyssy,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.