Platincasino ES - El jugador enfrentó una pérdida inesperada del saldo de la cuenta después de la cancelación del bono.

I'm going to explain my situation.

I deposited 40€ and used a bonus that offered me 100% of what I initially deposited. In order to withdraw any profits, I was required to wager that sum x50. After gaining 280€, I tried to withdraw my earnings, but my withdrawable balance was listed as 0€. I've played before and to withdraw, I canceled the bonus and they deducted the bonus amount (40€), but instead, they wiped out my entire balance leaving my account at 0€.

I contacted them through chat a few minutes later and was not met with any solutions, my money was lost. Today, I contacted them again, and they claimed the cancellation was on my part. But at no point did they explain what canceling the bonus would imply.

To sum it up, I find them to be a bunch of scammers. There are games available everywhere else, but the one time I needed help you denied it, and this is not just about the lost 280€, but the mere 40€ I initially deposited.

For me, dreadful, not recommended.

Os cuento mi situación.

Ingrese 40€ con un bono que me aportaba el 100% de lo ingresado. Debía mover ese capital x50 para poder retirar ganancias. Obtuve 280€ y me dispuse a retirarlo y me ponía como saldo retirable 0€. Otras veces he jugado y para retirarlo cancele el bono y me quitaban lo que el bono me había aportado (40€), pero por lo contrario eliminaron todo mi dinero y se quedó mi cuenta a 0€.

Hable a los minutos con ellos por chat y no me pusieron ninguna solución, había perdido mi dinero. Hoy me comuniqué de nuevo con ellos y alegan que la cancelación ha sido mia. Pero en ningún momento ponía lo que cancelar el bono significaba.

En conclusión, para mi una panda de estafadores. Juegos hay en todos lados pero la única vez que necesite ayuda me la negasteis y no solo por los 280€ sino simplemente por los 40€ que ingresé.

para mi pésimos, no recomendable.

Dear alvaro.ortmar.1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, it is a standard practice in many online casinos that the entire balance is seized in case players cancel the bonus before the wagering requirements have been completed.

Do I understand correctly that you canceled the bonus before the wagering requirements have been met? Have you talked about this matter with the casino before you went ahead with the cancellation of the bonus? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear alvaro.ortmar.1,

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.