Platincasino - La cuenta del jugador ha sido bloqueada.

Hello,

I played at Platincasino & I always deposited through my brother's PaySafeCard account. Since I've had an account there, I've been doing it this way and I have authority to do it. A few days ago I deposited €10 and played to €192. I wanted to cash it out, Platincasino replied that they need a power of attorney from my brother and his ID. No sooner said than done, I send them the information and suddenly the account was blocked, the money that had been won was deleted and my original money (€10) was refunded. What can I do now? I always paid in like this, can I possibly just get the remaining money back?

Hallo,

ich habe bei Platincasino gespielt & ich habe immer über das PaySafeCard Konto meines Bruders eingezahlt. Seitdem ich dort ein Konto besitze, mach ich das so, und ich habe eine Vollmacht dafür. Vor einigen Tagen habe ich 10€ eingezahlt, und auf 192€ gespielt. Ich wollte es auszahlen lassen, Platincasino antwortete das sie eine Vollmacht von meinem Bruder und seinen Perso benötigen. Gesagt getan, ich sende ihnen die Informationen, und auf einmal wurde das Konto gesperrt, das Geld was gewonnen wurde, wurde gelöscht und mein ursprüngliches Geld (10€) zurückerstattet. Was kann ich jetzt tun? Ich habe immer so eingezahlt, kann ich evtl das restliche Geld auch einfach zurückholen?

Dear srschmuck1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Terms and Conditions, and this is what I found:

§2. Account Rules

7. The Players of Red Rhino agree to abide by these Terms and Conditions at all times, and also confirm that they are:

a. not acting on behalf of any third party;

b. not utilising funds originating from any criminal activity or activities;

c. not utilising bank accounts, debit cards, credit card/s or e-wallets that are not in their own name;

d. not to attempt to gain unauthorised access to Red Rhino systems or, to alter its code or content in any way;

e. not going to take part or organise any criminal actions against Red Rhino, its affiliates, and its Players.

§3. Deposits, Transfers and Withdrawal

Deposits can be made into the account by the payment methods that are available on the Red Rhino website. The name of owner of the payment method (credit card, bank account, e-payment or payments through e-wallets) shall be identical to that of the Player receiving the funds in the account. Deposits originating from payment methods in the name of third parties’ deposits may be rejected and the respective funds may be returned. Where possible, Red Rhino will remit the funds directly into the account where the funds originated from. Any charges levied by the banks/payment gateways will be deducted from the reversed amount.

Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Veronika

Dear srschmuck1,

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.

I got a power of attorney from my brother that I can pay through the account + his scanned ID because they asked for these two things. After I sent it in, I was blocked, but why are you even asking for a power of attorney if I'm going to be blocked anyway? Do you understand what I mean?

Ich habe eine Vollmacht von meinem Bruder bekommen das ich über das Konto zahlen darf + seinen eingescannten Ausweis, da nach diesen beiden Dingen gefragt wurde. Nachdem ich die eingeschickt habe wurde ich gesperrt, aber warum fragt man dann überhaupt nach einer Vollmacht wenn ich eh gesperrt werde? Verstehen Sie was ich meine?

Could you please send me the communication between you and the casino with the information that the casino would accept a third-party payment with the power of attorney and the ID of your brother? My email address is veronika.l@casino.guru.

Yes, I'll send it over immediately

Ja, sende ich sofort rüber

Thank you for providing me the casino email. Please note the underlined section in the statement that your brother should sign.

I, (name of account holder), born on (date of birth of account holder), hereby confirm that I have allowed Mr./Ms. (name of player at Platincasino) to make a one-time deposit via my account ( Paysafe account number) at Platincasino. Date, place and signature of the account holder

You mentioned that you made all payments to the casino through your brother's account. Is that correct? Never used your own payment method?

Vielen Dank, dass Sie mir die E-Mail des Kasinos zur Verfügung gestellt haben. Bitte beachten Sie die unterstrichene Sektion in der Erklärung, die Ihr Bruder unterschreiben sollte.

Ich, (Name des Kontoinhabers), geboren am (Geburtsdatum des Kontoinhabers), bestätige hiermit, dass ich Herrn/Frau (Name des Spielers bei Platincasino) erlaubt habe, eine einmalige Einzahlung über mein Konto ( Paysafe-Kontonummer) bei Platincasino zu tätigen. Datum, Ort und Unterschrift des Kontoinhabers

Sie haben erwähnt, dass Sie alle Zahlungen an das Casino über das Konto Ihres Bruders getätigt haben. Stimmt das? Haben Sie nie Ihre eigene Zahlungsmethode verwendet? 

No, never, and it always worked before, and now that I've won for the second time, they're banning me

Nein nie, und es hat immer geklappt früher, und jetzt wo ich zum Zweiten Mal gewonnen habe sperren die mich

My brother also signed everything including ID card etc.

Mein Bruder hat auch alles unterschrieben inkl. Personalausweis etc.

I'm sorry, but as I mentioned in my previous response, the casino allowed to make you a one-time transaction via your brother's payment method. Since you've never used your own payment method to deposit and play, you did not comply with the casino's requirements. The casino is therefore eligible to refund you the last deposit and close your account indefinitely.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.