Platincasino - Cuenta del jugador bloqueada por Casino.

Good morning :

I introduce myself Maria Rosa P**** D*** v*** with Dni 09**** I would like to file a formal complaint against Platin Casino.

I don't know how long I have been registered in said casino because they have blocked me and I cannot go in to verify the date or the deposits I have made in the past.

After sending them all this documentation, they have asked me what I have described to them and what is in my possession, as well as the emails that they have sent me and I have sent them, they have decided to permanently block the account because they say the following

(Your player account has been permanently closed due to a violation of our general terms and conditions.)

When article 7 paragraph 3 of its conditions says the following:

Players agree to always comply with the General Conditions and also confirm that:

They do not act in the interests of third parties

They do not use funds from criminal activities

do not use bank accounts, debit or credit cards that they are not authorized to use

do not attempt to gain unauthorized access to 8PE systems to alter its code or content in any way

They will not participate or organize any criminal action against 8PE, its affiliates and its Players

And that is not my case because it is signed and allows me to use both the Paypal account and the credit card.

I plan to file a complaint General Directorate of Gambling Regulation

I am attaching only 3 files of the emails they sent me, but I have many more

Buenos días :

Me presento Maria Rosa P**** D*** v*** con Dni 09**** quisiera presentar una queja formal en contra de Platin Casino .

No se cuanto hace que estoy registrada en dicho casino porque me han bloquedado y no puedo entra a verificar la fecha ni los ingreso que he hecho en el pasado .

Después de enviarles toda esta documentación me han solicitado que les he descrito y que obra en mi poder , asi como los mails que me han enviado y les he enviado , han decidido bloquear definitivamente la cuenta porque dicen lo siguiente

(Tu cuenta de jugador se ha cerrado de forma permanente debido a una infracción de nuestros términos y condiciones generales.)

Cuando el articulo 7 párrafo 3 de su condiciones dice los siguiente :

Los Jugadores aceptan cumplir siempre las Condiciones Generales y también confirman que:

no actúan en interés de terceros

no utilizan fondos procedentes de actividades criminales

no usan cuentas bancarias, tarjetas de débito o crédito que no están autorizados a utilizar

no intentan obtener acceso no autorizado a los sistemas de 8PE para alterar su código o su contenido de ninguna forma

no van a participar ni organizar ninguna acción delictiva contra 8PE, sus afiliados y sus Jugadores

Y que no es mi caso pues esta firmado me permite tanto uso de la cuenta Paypal como la tarjeta de crédito

Tengo pensado presentar una reclamacion Dirección General de Ordenación del Juego

Les adjunto solo 3 archivos de los correos que me mandaron , pero tengo muchos mas

Hello rosaxixon,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platincasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Good morning, I have been in contact with the casino since Monday, October 22, 2023. I have been playing since I won a prize and I decide to withdraw it. When the chaos begins, they ask me for documentation from the PayPal account holder, who is my husband, the ID of the card. 2 letters that are filled out and signed after having all that they decide to close my account.

I have the emails that requested all the documentation

If you would be so kind as to remove my ID from the writing,

I appreciate it .

All the best

Buenos días estoy en contacto con el casino desde el lunes 22 octubre 2023 que estado jugando a partir de que gane un premio y decido retira lo en empieza el caos , me piden documentación del titular cuenta PayPal que es mi esposo el DNI l del a tarjeta 2 escritos que se rellenan y se firman después de tener todo eso deciden cerrar me la cuenta .

Tengo los mails que pedían toda la documentación

Si son tan amable de quitar mi DNI del escrito se

lo agradezco .

Un saludo

I have sent you 2 signed letters, the PayPal accounts, my husband's ID, the family book, the current account where we are both, the payments made from PayPal, specifically everything that they have asked of me, I know that some approved it and another rejected it, but not right now. I can tell you why I can't enter the account. The truth is, the last treatment I received from the casino's customer service is shameful.

Le he mandado 2 escritos firmados la cuentas PayPal DNI mi esposo el libro de familia la cuenta corriente donde estamos los 2 los pagos realizado desde PayPal en concreto todo lo que me han pedido , se que algunos lo aprobaron y otro los rechazaron pero ahora mismo no puedo decir les cual porque no puedo entra en la cuenta la verdad es vergonzoso el último trato que recibido por parte del atencion cliente del casino

Good morning

If you are so kind as to let me know when the casino contacts you, I am waiting for your response to file a complaint with the General Directorate of Gambling Regulation with all the documentation I have.

All the best

Buenos dias

Si son tan ambles de avisarme cuando el casino se ponga en contacto con ustedes es estoy esperando su respuesta para presentar la denuncia Dirección General de Ordenación del Juego con toda la documentacion que tengo

Un saludo

Hello rosaxixon,

Unfortunately using a 3rd party payment method to deposit or withdraw is strictly against the rules in every online casino and they have the right to confiscate any winnings generated and even close the account permanently.

Are they still willing to go trough the verification process?

Good morning

I have already gone through the verification process as I have told you, I have attached to Platino Casino all my ID information, Current Account (MY HUSBAND LEAVES), Receipt, etc... and as Platino Casino they have also requested the details of the Paypal account holder. I have sent it to you, they have asked me for a letter with the data and that I agreed to use that account signed by the owner of the account who is my husband and I have also sent it to you, apart from the family book also so that see that we are husband and wife

What is really a shame is that if you lose money, they only ask for your ID and once you are registered on the page, there you can lose thousands of euros, there will be no problem and that seems like a scam to me if for one thing they ask for all the information. documentation that for the other do the same.

Because then I would play with my card and not with the PAYPAL account that we have in common

And that will be my complaint to the General Directorate of Gambling Regulation that because they allow me to enter through a different account without requesting me without being the owner but to make a withdrawal they ask me for all the documentation that is in my possession.

I have been waiting for a week to see if you could mediate before filing the complaint, but I am not going to wait any longer. This week I present the document and all the screen saver emails that I have available.

Greetings and thanks anyway

Buenos dias

Ya he pasado el proceso de verificacion como le he comentado , les he adjuntado a Platino Casino todos mis datos DNI Cuenta Corriente ( SALE MI MARIDO ) Recibo etc... y como Platino Casino me han solicitado los datos del titular de la cuenta Paypal tambien se le he echo llegar , me han solicitado un escritocon los datos y que estaba de acuerdo en usasen esa cuenta firmado por el dueño de la cuenta que es mi esposo y tambien se le he echo llegar , a parte el libro de familia tambien para que vean que somos marido y mujer

Lo que relamente es una verguenza es que si se pierde dinero , solamente te solicitan el dni y ya estadado de alta en la pagina ahi puedes perder miles euros qe no va haber problema y eso me parece una estafa si para una cosa te solicitan toda la documentacion que para la otra hagan lo mismo .

Porque entonces jugaria con mi tarjeta y no con la cuenta de PAYPAL que tenemos en comun

Y esa va ser mi denuncia en Dirección General de Ordenación del Juego que porque me permiten ingresar por una cuenta diferente sin solicitarme sin ser titular pero para hacer un retiro me piden toda la documentacion que obra en mi poder.

Llevo una semana esperando haber si ustedes podian mediar antes de presentar la denuncia , pero ya no voy a esperar mas esta semana presento el escrito y todo lo mails salva pantalla que dispongo

Un saludo y gracias de todos modos

Hello rosaxixon,

I'm sorry but this is a standard procedure in every single online casino. They require full verification only when you request a withdrawal and not many casino does prior to that.

I can only confirm that I did not receive any e-mail from you yet so please if there is anything that would assist your case against the casino forward it to nikolas.b@casino.guru.

Dear rosaxixon,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.