Platinumclub VIP Casino - プレイヤーの賞金は没収されました。

I used Platinum VIP and initially they were being very slow with withdrawals so I carried on playing and won some money. They took £1325 out of the account which I thought they were withdrawing and placing into my account. I chased and chased and they said that the money was being converted into my currency and to be patient. Anyway 6-7 weeks later I chase again. The money was never in fact withdrawn, but confiscated for breaching terms 9.11 in their T&C's. Please see email they sent to me attached. So I have had money taken off me for using the double up feature that they have on their roulette game? Why have a feature which you can not use? I have deposited thousands into either platinum VIP or similar companies like Harry's Casino, these are not winnings this 1325 is just money I haven't lost. Any advice?

Dear Declan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have accumulated this balance with an active bonus? Could you please forward me your game history?

Additionally, if there is any other relevant communication between you and the casino, please forward it to me as well. My email address is kristina.s@casino.guru.

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

Best regards,

Kristina

Thank you very much Declan for your email. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Declan,

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

We would like to ask Platinumclub VIP 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Declan,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter