Platincasino - La cuenta del jugador ha sido cerrada.

I deposited around 300 Euro from my credit card and managed to win 1810 Euro.

Sent in ID card and documents that they approved, except for the selfie picture when I hold up the card, so I thought I'd take a new picture.

then I suddenly get kicked out of the Casino and it says that my account is ''Disabled''

No email, nothing from support.

I didnt use any bonuses, just raw deposits.

So now I'm sitting with a closed account of 1810 Euro that I really needed for the christmas.

Dear Lucid_1337,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you managed to send a new selfie with your ID for verification before your account was disabled?

Have you tried contacting customer support via chat to ask why your account was blocked? Has it been disabled temporarily or permanently?

When exactly was your account blocked?

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

Best regards

Veronika

Hello!

I didn't have time to send a new picture, just as I was about to do so I noticed that I was kicked out of the page, the account says "disabled"

I first wrote to customer service by email and asked how long it would take to verify and withdraw money, but I never got an answer to that.

There doesn't seem to be any live support either, probably because I'm registered as a Swede, if I press support, only their email appears.

I added information to your email ( ) the other day as I was unable to edit or add more information here until now. Etc

Hejsan!

Jag hann inte skicka en ny bild, precis när jag skulle göra det så märkte jag att jag blev utkickad från sidan, kontot står som "disabled"

Jag skrev först till kundtjänst på email och frågade hur lång tid det skulle ta att verifiera samt ta ut pengar, men det fick jag aldrig något svar på.

Det verkar inte heller finnas någon live support, antagligen för att jag är registrerad som svensk, trycker jag på support så dök bara deras email upp.

Jag kompletterade med uppgifter till er email (complaints@revolut.com) häromdagen då jag inte kunde redigera eller lägga till mer information här fören nu. Mvh

Got an email right where it says that my withdrawal is cancelled.

I translated from German and it says that they want cards on the front and back of my credit card, I have however used a digital Visa card via Revolut.

They ask me to post pictures of the card inside my account, but the account is still "Disabled" and I still can't log in.

So I don't know how to solve this

Fick ett mail precis där det står att mitt uttag är cancelled.

Jag översatte från tyska och det står att dom vill ha kort på framsida och baksida från mitt kreditkort, Jag har dock använt ett digitalt Visakort via Revolut.

Dom ber mig lägga upp bilder på kortet inne på mitt konto, men kontot står fortfarande som "Disabled" och jag kan fortfarande inte logga in.

Så jag vet inte hur jag ska lösa detta

Thank you for your replies.

Have you responded to the email provided by casino customer support and explained that you made your deposit via a virtual card? Did they provide any guidance on how to proceed?

Would it be possible for you to extract a PDF from your Revolut account showing the transfer of funds to the virtual card? Ideally, this document should contain all the personal information required by the casino for verification.

Hello!

Yes, I sent an email to their support 5 days ago and explained that I can't log in and upload documents because the account is still disabled, got no response at all.

It would be great if you could help me!

Sent a new email now with screenshots on Revolut confirming that I am the owner of the card and also pictures of the transactions, but it seems impossible to get a response. No working live chat.

I will look at Revolut if this can be done now.

It is possible to save/take screenshots so you can see the transfers to the casino (Noviristo and Alaje technology) and which card has been used and also the account where it says all the cards I own and my personal data.

Sincerely. Johannes

Hejsan!

Ja, jag skickade ett mail till deras support för 5 dagar sedan och förklarade att jag inte kan logga in och lägga upp dokument eftersom kontot står som disabled än, inte fått något svar alls.

Vore underbart om ni kunde hjälpa mig!

Skickat yttligare ett nytt mail nu med screenshots på Revolut som bekräftar att det är jag som äger kortet och även bilder på transaktionerna, men verkar vara omöjligt att få svar. Ingen fungerande livechatt.

Jag ska kika på Revolut om detta går att göra nu.

Det är möjligt att spara ner/ta screenshots så man ser överföringarna till casinot (Noviristo samt Alaje technology) och vilket kort som har använts och även kontot där det står alla kort jag äger och mina personuppgifter.

Sincerely. Johannes

Got a reply from Platincasino just now that my account is closed due to "business decision"

Still have not received my money on the account which is 1810 Euro.

Have already sent in pictures showing deposits/transactions from my Revolut and that it is me who is on the visa card/Revolut account.

Fick svar från Platincasino nyss att mitt konto är stängt pga "business decision"

Har fortfarande inte fått ut mina pengar på kontot som är 1810 Euro.

Har redan skickat in bilder som visar insättningar/transaktioner från mitt Revolut och att det är jag som står på visakortet/Revolut kontot.

Thank you very much, Lucid_1337, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.

No problem, hope it works out.

Really needed my money I won now for Christmas. Sincerely, Johannes.

Inga problem, hoppas det löser sig.

Hade verkligen behövt mina pengar jag vann nu till jul. Sincerely, Johannes.

Hello Lucid_1337,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Platincasino to join the conversation.

Dear Platincasino,  

We understand that the casino reserves the right to close any player's account at its discretion. However, it is essential that all financial obligations are settled before such a closure occurs. To our knowledge, the player has not been charged with violating any terms, and we would appreciate your clarification regarding the decision not to process the player's withdrawal. If the information that led you to this decision can't be shared publicly please forward it to me at michal.k@casino.guru

Hi Team,

The email address associated shows a different history and different communication history too.

Can we please request the correct email address ?

Thanks,

Hi, The e-mail for Platincasino should be S it's the one I registered at the casino with.

I submitted documents to you regarding Revolut and that I am the owner of the digital Visa card there, been over a week without a reply and still have not received my winnings, thank you.

Hej, E-posten för Platincasino ska vara Sum41@hotmail.se det är den som jag registrerade mig på casinot med.

Jag skickade in dokument till er angående Revolut och att det är jag som äger det digitala Visakortet där, gått över en vecka utan svar och fortfarande inte fått ut mina vinster, tack.

Hi again,

Sorry but with that email address we really do not have any kind of email histor.

You have a multiple Account with different email address. Anyway rest assured your deposits will be returnt.

Thanks for understanding.

Hi Michael!

The main account is "S " it is the only account that was active until platincasino decided to deactivate it due to "business decision"

Notice that it is .se and not .com.

Still have all the conversations on the email account between me and the casino. And at platincasino it shows that the account exists and is "disabled" when I try to log in with that particular email, can also give Casino guru access to log in and check this email address if necessary to see that the conversations actually exist, can also forward the conversations between me and platincasino to an email if desired.

This account was opened on October 27, 2024, and my documents were approved and verified (ID card, proof of address and photo of my Revolut account)

And there were no problems depositing money and playing, but right when I won money and wanted to withdraw, the problems started to arise.

It can also be added that Swedes are not allowed to use bonuses, so the winnings are won with pure money/deposits.

Answer to Platincasino: I want my winnings and not a refund of the deposits. I have an old account from 4 years ago that I forgot when you were under a completely different license and board that I personally closed and you confirmed this, so no I don't have multiple active accounts, this s the account is the only one that was active until you closed it as soon as I was going to withdraw the winnings and then the email conversations took place where you wrote that it was a "Business decision" and that you wrote that you wanted a picture on the front/back of the visa card.

I wrote that it is a digital Visa card through Revolut and gave you the documents then you didn't even respond until I chose to raise a complaint here, feels like you are doing everything to prevent people from getting their money, do you want a good future reputation, so a tip from me is to take care of everything nicely, then you are free to close people's accounts exactly as you want, but then pay out profits first.

The reason I registered with this email address was to avoid casino advertising and spam.

And they have never mentioned in the email that I would have had an old self-suspended account 4 years ago or that it would have had anything to do with this case, so it is strange that they cannot give concrete answers.

Had it been due to an old account, my ID documents and proof of address should not have been approved now, I have always lived at the same address and always used the same social security number.

Hej Michal!

Huvudsakliga kontot är "Sum41@hotmail.se" det är det enda kontot som var aktivt tills platincasino bestämde sig för att inaktivera det pga "business decision"

Lägg märke till att det är .se och inte .com.

Har fortfarande alla konversationer på mailkontot mellan mig och casinot. Och på platincasino visar det att kontot finns och är "disabled" när jag försöker logga in med just den eposten, kan även ge Casino guru tillgång till att logga in och kolla denna mailadressen om så krävs för att se att konversationerna faktiskt existerar, kan även vidarebifoga konversationerna mellan mig och platincasino till en mail om så önskas.

Detta kontot öppnades 27 oktober 2024, och mina dokument blev godkända och verifierade (Idkort, adressbevis och bild på mitt Revolutkonto)

Och det var inga problem att sätta in pengar och spela, men direkt när jag vann pengar och skulle ta ut så började problemen uppstår.

Kan även tilläggas att Svenskar inte tillåts att använda bonusar, så vinsterna är vunna med rena pengar/insättningar.

Svar till Platincasino: Jag vill ha mina vinster och inte återbetalning av insättningarna. Jag har ett gammalt konto för 4 år sedan som jag glömt när ni var under en helt annan licens och styrelse som jag personligen stängde av och ni bekräftade detta, så nej jag har inte flera aktiva konton, detta sum41@hotmail.se kontot är det enda som var aktivt tills ni stängde det såfort jag skulle ta ut vinstpengarna och sedan skedde mailkonversationerna där ni skrev att det var ett "Business decision" samt att ni skrev att ni ville ha bild på framsidan/baksida av visakortet.

Jag skrev att det är ett digitalt Visakort genom Revolut och gav er dokumenten sedan har ni inte ens svarar förens jag valde att dra upp ett klagomål här, känns som ni gör allt för att folk inte ska få sina pengar, vill ni ha ett bra framtida rykte så ett tips från mig är att sköta allt snyggt, sen får ni gärna stänga folks konton precis som ni vill, men betala då ut vinster först.

Anledningen att jag registerade med denna epost adress var för att slippa casinoreklam och spam.

Och dom har aldrig nämnt i mailen att jag skulle haft ett gammalt självavstängt konto för 4 år sedan eller att det skulle haft med detta fallet att göra, så det är konstigt dom inte kan ge konkreta svar.

Hade det varit pga ett gammalt konto så borde inte mina ID-handlingar och adressbevis blivit godkända nu, jag har alltid bott på samma adress och alltid använt samma personnr.

Just got a refund on Revolut from platinum casino, but only of my deposits, no winnings to be seen. Where did they go?

It is terribly bad of them to deny withdrawal of my winnings without any particular reason (Business decision) and only refund the deposits, if I had instead lost the deposits, they would not have paid back and instead completely ignored me and kept the money.

So please pay out my winnings of 1810 euros thanks, you can remove the deposits you just paid out in the total, that's perfectly ok, but there is still a whole 1572 euros missing that you owe me.

So please do the right thing for yourselves, I have not done anything wrong here nor have I played with any bonus, I won the amount with pure deposits and you approved my documents and ID card and allowed me to play until I won and would withdraw the winnings, in none of the emails does it say that you will not pay out the winnings, instead I received an email where you want the front/back of the credit card, this email came after you deactivated my account?!

Still wondering what kind of "Business decision" it is that makes you refuse to pay people their winnings..

You have received all the documents you need from Revolut, I have emailed you these with no response.

Really hope casinoguru is on my side because I will take this case as far as it takes until I get my winnings back which I have every right to get, you accept Swedish players and I only have one active account which you closed, so where have I did wrong?

Fick precis en återbetalning på Revolut av platincasino, dock bara av mina insättningar, inga vinstpengar syns till. Vart tog dom vägen?

Är fruktansvärt dåligt av dom att neka uttag av mina vinster utan någon särskild orsak (Business decision) och bara återbetala insättningarna, hade jag istället förlorat insättningarna så hade dom inte betalat tillbaka och istället helt ignorerat mig och behållt pengarna.

Så var snäll och betala ut mina vinster på 1810 euro tack, ni kan ta bort insättningarna ni precis betalat ut i summan, det är helt ok,men det fattas fortfarande hela 1572 euro isåfall som ni är skyldig mig.

Så snälla gör rätt för er, jag har inte gjort något fel överhuvudtaget här och har inte heller spelat med någon bonus, jag vann summan med rena insättningar och ni godkände mina dokument och Idkort och tillät mig spela tills jag vann och skulle ta ut vinsten, i inget av mailen står det något om att ni inte kommer betala ut vinsten, istället fick jag ett mail där ni vill ha framsida/baksida på kreditkortet, detta mail kom efter att ni avaktiverat mitt konto?!

Undrar fortfarande vad det är för "Business decision" som gör att ni vägrar betala ut folk sina vinster..

Ni har fått alla dokument ni behöver från Revolut, jag har mailat er dessa utan respons.

Hoppas verkligen casinoguru står vid min sida för jag kommer ta detta fall så långt som det krävs tills jag fått tillbaka mina vinster som jag har all rätt att få, ni accepterar svenska spelare och jag har bara ett aktivt konto som ni stängde, så vart har jag gjort fel?

Dear Platincasino,  

I kindly request that you provide any evidence regarding the multiple accounts associated with the player in question, particularly focusing on whether these accounts have been actively utilized recently. While I understand that each player is permitted to maintain only one account, it is important to consider situations where a player may have inadvertently created an additional account without awareness of their existing one, especially if the original account has remained inactive for a significant period. Furthermore, if the player has not availed themselves of any bonuses or if the previous account did not have any restrictions related to self-exclusion or responsible gaming, the mere existence of multiple or duplicate accounts should not be grounds for the confiscation of winnings. This is because it does not confer any unfair advantage to the player and does not align with the principles of fairness and safety that are expected from a reputable establishment like Platincasino. I appreciate your attention to this matter and look forward to your response regarding the evidence of the accounts in question to me at michal.k@casino.guru

Thank you very much for your understanding Michal!

I still have emails where they confirmed that they closed my old account at my own request, this was then 4 years ago under their old license (Malta)

If this had to do with their refusal to pay out the winnings, I think it's very strange that my ID card and proof of address were approved during registration, then they should have refused right away, you think.

So I have never broken any rules that caused them to close the account. I have never had other accounts.

https://www.platincasino.com/support/terms-and-conditions

Here it says, among other things, under point 3 that "Any bonuses are not available to players from Sweden, including participation in any kind of promotional programs, receiving VIP rewards, as well as exchange of comp points."

I mention this information because I have nothing to hide and I know I have not broken any rules, there must be a reason why this casino is up to around 200 complaints now.

Here is the email when I asked them to close the account earlier (Johannes.m*****@hotmail.com) also a confirmation that it has been done.

Tack så mycket för din förståelse Michal!

Jag har kvar mail där dom bekräftade att dom stängt mitt gamla konto på min egna begäran, detta var då 4 år sedan under deras gamla licens (Malta)

Ifall att detta skulle ha med deras vägran att betala ut vinsterna så tycker jag det är jättekonstigt att mitt Idkort och adressbevis blev godkänt vid registrering, då borde dom direkt nekat tycker man.

Så jag har aldrig brutit mot några regler som gjort att dom stängt kontot. Andra konton har jag aldrig haft.

https://www.platincasino.com/support/terms-and-conditions

Här står det bland annat under punkt 3 att "Any bonuses are not available to players from Sweden, including participation in any kind of promotional programs, receiving VIP rewards, as well as exchange of comp points."

Jag nämner denna informationen för jag har ingenting att dölja och jag vet att jag inte har brutit mot några regler, måste finnas en anledning till att detta casinot är uppe i runt 200 klagomål nu.

Här kommer mailet när jag bad dom stänga kontot förr (Johannes.m*****@hotmail.com) även en bekräftelse att så är gjort.

Hi Team and Johanees,

You did have other accounts as the email address you contacted us here is also associated with an account and then you forwarded us another mail address...

Apart of the Multiple Accounting there were chargenbacks on other accounts but i am waiting for exact details and will then get back.

Thanks,

Yes, that's right, I've answered it. Check the posts above what both me and Casino guru wrote, everything is explained there in detail, there is no reason enough to confiscate my winnings.

I don't know what other accounts you are referring to besides these 2, as I haven't had any others. on but you are very welcome to come back with proof, thank you

Ja det stämmer, jag har svarat på det. Kolla inläggen ovan vad både jag och Casino guru skrivit, där förklaras allt i detalj, det är ingen orsak nog att konfiskera mina vinster.

Jag vet inte vilka andra konton du syftar förutom dessa 2, då jag inte har haft några andra. på men du får jättegärna återkomma med bevis tack

Hi,

You just also yourself mentioned that you have 2 accounts and it is forbidden, however that was not the main isssue.

We found that your account is linked to chargebacks on another brand within the SoftSwiss platform.

Chargeback is a serious violation of terms and conditions across all brands in our network.

As a result, once the connection to your account at Platincasino was confirmed and verified, we proceeded with the following actions:

Winnings Cancellation: As per our terms and conditions, accounts associated with fraudulent activity are not eligible for winnings. Therefore, your winnings have been voided.

Deposit Refund: To ensure fairness, all your deposits have been refunded back to you.

Thank you for your understanding.

Have only made refunds/chargebacks on transactions before that had nothing to do with the casino itself and where wrong MCC codes were deliberately used where the transactions went to pages that claimed they only sell video games or books etc.

In some cases, payments have gone through stores in Africa to a site that claims they only sell computer games, when the casino was in Malta, etc.

Most of them have refunded themselves when I pointed this out.

Have never made a refund where the transactions match the casino.

I don't think it's ok that some casinos use other stores that seem to launder money through them and I stand by that, it doesn't feel very legal either, especially not after having read for hours myself about the conditions for Mastercard and Visa.

And that people who have blocked themselves from playing can still deposit money because it looks like you bought other things through the transactions, which is not true.

With kind regards

Har bara gjort återkrav/chargeback på transaktioner förr som inte hade med själva casinot att göra och där det medvetet har använts felaktiga MCC-koder där transaktionerna gått till sidor som hävdat att dom bara säljer tvspel eller böcker etc.

I en del fall har betalningar gått genom butiker i Afrika till en sida som hävdar dom bara säljer datorspel, när casinot legat i Malta etc.

Dom flesta har återbetalat själva när jag påpekat det här.

Har aldrig gjort återkrav där transaktionerna stämmer med casinot.

Tycker inte det är ok att en del casinon använder andra butiker som verkar tvätta pengar genom dom och det står jag fast vid, känns inte så jättelagligt det heller speciellt inte efter att själv ha läst på i timmar om villkoren för Mastercard och Visa.

Samt att folk som spärrat sig från spel fortfarande kan sätta in pengar eftersom det ser ut som man köpt andra saker via transaktionerna, vilket då inte stämmer.

Med vänliga hälsningar

Thank you for sharing your perspective and providing additional details regarding your past chargeback activity. While we understand your concerns regarding the use of MCC codes and transaction processes, it’s important to address the specific circumstances leading to the actions taken on your account.

Cross-Brand Policy Enforcement: As part of the SoftSwiss network, all partner brands adhere to a shared anti-fraud policy. Any chargeback activity linked to a player, even if conducted on a different platform within the network, is considered a breach of terms across all associated brands, including Platincasino.

Irrespective of Transaction Details: While you mentioned your chargebacks targeted transactions you deemed inappropriate or unrelated to casinos, these actions still result in financial disputes that affect the merchant's systems. This creates risks and liabilities for all operators within the same network.

Winnings and Deposits: Given the verified connection between your chargeback activity and your account, the decision to cancel winnings and refund deposits aligns with our strict adherence to fair gaming policies and fraud prevention measures.

We respect your views regarding MCC codes and the broader implications of transaction handling. If you have concerns about industry-wide practices, we encourage you to report them to the appropriate regulatory or payment authorities for further review. However, as a licensed operator, we are bound by our terms and conditions, which protect both our players and the integrity of our platform.

Best regards,

Went in and checked https://www.softswiss.com/business-partners/

But I can't see that you are on the list there, and I also don't recognize the other casinos that are listed.

Sincerely, Johannes.

Gick in och kollade på https://www.softswiss.com/business-partners/

Men kan inte se att ni står med på listan där, och jag känner inte iheller igen övriga casino som står listade.

Sincerely, Johannes.

Thank you all for your responses.

Dear Platincasino,

I fully understand that if a player has engaged in chargebacks even in other casinos within your group this is a serious breach of the terms and conditions. To my knowledge almost all online casinos have such rules in place, however, I have not noticed in your previous responses a confirmation if any of the chargebacks were really done in regards to any of your casinos. Could you please confirm this along with any evidence?

The player mentioned they have indeed made chargebacks, but as they mentioned "that had nothing to do with the casino itself and where wrong MCC codes were deliberately used where the transactions went to pages that claimed they only sell video games or books etc."

If this is indeed the case, it seems that it should not adversely affect the situation in your casino. I look forward to your response.

Hi Michal and thanks for the quick reply.

No refunds have been made at platinum casino, either under the old account I played with 4 years ago or this new one.

The old account, I did direct deposits with the bank if I remember correctly and never used a credit card.

In any case, no refunds have been made by Platincasino.

Hej Michal och tack för ett snabbt svar.

Inga återkrav har gjorts på platincasino, vare sig under det gamla kontot jag spelade med för 4 år sedan eller detta nya.

Det gamla kontot så gjorde jag direktinsättningar med bank om jag inte minns fel och använde aldrig kreditkort.

Hur som helst så har inga återkrav gjorts av Platincasino.

Hi Team,

Your answer seems a bit strange to me as we clearly stated that the chargeback was done in one of OUR Casinos under the Softswiss Brand and the player clearly confirmed it as much as he confirmed before his two accounts.

You are asking us for proofs which were already given by the player himself.

It does not matter if it is platincasino but it was one of our brands. Furthermore which evidence would you like if he has already confirmed it himself ?

It seems to that you are trying to make us refund the player after he has himself confirmed his breach twice - double account plus chargeback on other brand.

We will not come to any solution here with such communication and you can close this case as "unresolved" if you find it fair.

Thanks,

You are welcome to mention which Casino you are referring to and explain what kind of relationship you have with Softswiss, I mean you are not listed as collaboration partners??

Have contacted Softswiss and await reply.

Understood that this was the answer you would get, all to avoid paying profits to people.

Instead of taking care of it nicely, you turn everything against me, it would have been easier to pay out the winnings and then just shut me down.

Although this case will be marked as "unsolved", I will do whatever it takes to get my winnings out and contact all authorities and media necessary if necessary to go that far.

Sincerely, Johannes.

Du får gärna nämna vilket Casino du syftar på samt förklara vad ni har för relation med Softswiss, jag menar ni står ju inte med som sammarbetspartners??

Har kontaktat Softswiss och inväntar svar.

Förstod att detta var det svaret man skulle få, allt för att slippa betala vinster till folk.

Istället för att sköta det snyggt istället så vänder ni allt emot mig, hade varit lättare att betala ut vinsterna och sedan bara stänga av mig.

Även om detta fallet kommer markeras som "olöst" så kommer jag göra vad som helst för att få ut mina vinstpengar och kontakta alla myndigheter och media som krävs om det ska behövas gå så långt.

Sincerely, Johannes.

Hi Johannes,

Please see below :

"Copyright © 2024 platincasino.com is owned and operated by Latiform B.V. that is incorporated under the laws of Curacao with company registration number 160604 and having its registered address at Scharlooweg 39, Willemstad, Curaçao. This website is licensed and authorized by the Curaçao Gaming Control Board (license no.OGL/2024/163/0190)"

Softswiss now called Latiform - so feel free to contact latiform obviously .You had charge backs on a casino under Latiform.

We would have paid out but kindly see your own messages where you justify your chargebacks.

Chargebacks are a fraudulent acitivity , no matter if you decide why you did it . If you believed that you had the right due to "moral questions" as you advise, you could have informed the authorities and not decide to do chargebacks on your own.

Anyway only because i used the wrong name instead of the new name latiform , i added your winnings back to your account , kindly log in and pay out!

Thanks,

I have tried to check which casinos are part of the same group as you, none of them on the Softswiss website are ones I recognize or think I have played at before.

When I try to find information about Latiform BV, platincasino is the only casino I can find, and it seems impossible to even find an email there.

Therefore, it would have been easier if you could specify it a little better.

Sincerely, Johannes

Jag har försökt kolla upp vilka casinon som ingår i samma grupp som er, inga av dom på Softswiss hemsida är några jag känner igen eller tror att jag har spelat på förr.

När jag försöker hitta information om Latiform B.V så är platincasino det enda casinot jag får upp, och det verkar vara omöjligt att ens hitta en email dit.

Därför hade det underlättat om du kunnat specificera det lite bättre.

Sincerely, Johannes

Dear Platincasino Team,

I'm sorry you feel that way, but It appears that my previous response may not have received your full attention. I will try to clarify our current stance in this situation.

Your answer seems a bit strange to me as we clearly stated that the chargeback was done in one of OUR Casinos under the Softswiss Brand and the player clearly confirmed it as much as he confirmed before his two accounts.

You have yet to specify the casino where the chargeback occurred. Can you please clarify this?

And yes, the player did confirm that they previously held an account with Platincasino; however, it has been established that this account was closed four years ago.

If you did not close the previous account due to any rule violations and there were no restrictions pertaining to self-exclusion or responsible gaming, then the existence of this account alone should not justify the confiscation of the winnings. Were the chargebacks done on this account?

You are asking us for proofs which were already given by the player himself.

It does not matter if it is platincasino but it was one of our brands. Furthermore which evidence would you like if he has already confirmed it himself ?

I'm not sure if I have not communicated my previous response clearly, but I want to confirm that I am in agreement with you on this matter. I repeat again, if a player has engaged in chargebacks even in other casinos within the same group this is a serious breach of the terms and conditions. However, as the player has mentioned: "that had nothing to do with the casino itself and where wrong MCC codes were deliberately used where the transactions went to pages that claimed they only sell video games or books etc."

So I kindly ask you for any evidence (notice from the bank or from the payment provider, etc.) about the chargeback and in which casino this was done.

We will not come to any solution here with such communication and you can close this case as "unresolved" if you find it fair.

I want to emphasize that it is not our goal to leave this complaint unresolved. Our primary aim is to seek a resolution that is satisfactory to all parties involved whenever possible.

In our commitment to fostering a safe and equitable gaming environment for both players and casinos, we expect casinos to provide adequate supporting evidence for significant actions, such as the voiding of a player's winnings. It is of course every player's sole responsibility to follow the casino rules, and if any breaches are proven, we respectfully reject the player's complaint, however, just the statement that the player made chargebacks on its own is not a proof. I trust this explanation has provided clarity on the matter.

Please forward me any supporting evidence for your actions at michal.k@casino.guru

Hi,

Can you kindly log in and request the withdrawal?

Seems that was not not done yet and noone read our last email again.

thanks

Hello Platinum Casino! I haven't seen any mail anywhere.

I just tried logging in and it worked.

I requested a withdrawal to my bank account (Swedbank) because I understand that you do not pay out to a Revolut account.

Sincerely, Johannes

Hej Platincasino! Jag har inte sett något mail någonstans.

Jag testade precis att logga in och det funkade.

Jag begärde uttag till mitt Bankkonto (Swedbank) eftersom jag förstår att ni inte betalar ut till Revolutkonto.

Sincerely, Johannes

Hi,

in our last message we stated , we will pay the winnnings due to a miscommunication in regard to the name .

However chargebacks were made and also confirmed .

Can you kindly pay back to credit card ?

Thanks

Hello Platinum Casino! Just got the email.

I contacted Revolut and confirmed that it should be fine to refund / transfer to the credit card I used to make the transfers.

So there shouldn't be any problems, so if you could help me with the outlet, that would be great.

All I can choose from when withdrawing is a bank.

Revolut wrote that I would ask you to check so that you can make the transfer to my digital visa card.

Sincerely, Johannes.

Hej Platincasino! Fick mailet nyss.

Jag kontaktade Revolut och bekräftade att det ska gå utmärkt att sätta tillbaka / överföra till kreditkortet som jag gjorde överföringarna med.

Så bör inte vara några problem, så om ni kunnat hjälpa mig med uttaget så hade det varit toppen.

Allt jag kan välja på vid uttag är bank nämligen.

Revolut skrev att jag skulle be er kolla så att ni kan göra överföringen till mitt digitala visakort.

Sincerely, Johannes.

Hi J.,

So we do have issues with Revolut cards and its been rejected by our payment provider - do yoiu have any other kind of card or ewallet or crypto ?

Thanks a lot !

Hi platinum, I understand!

I have a crypto wallet and I can try withdrawing to USDT if that goes well.

Please get in touch if you need any more information.

Sincerely, Johannes

Hej platin, jag förstår!

Jag har en kryptoplånbok och jag kan testa att ta ut till USDT om det går bra.

Hör gärna av er om ni behöver någon mer information.

Sincerely, Johannes

Hello!

The payment was again canceled and I received this in the mail.

"Your pending cashout of 1632 EUR has been cancelled.

Personal note from the Customer Support team: You have attempted to withdraw your funds to a different payment method than the one you used to deposit. This is not allowed. Please note that withdrawals must be made to the same deposit method you used to make your winnings. Please pay back to (CC**8363)"

This time I tried to withdraw to my crypto wallet (USDT)

And before that I tried to withdraw to my usual bank account in Sweden (Swedbank)

Sincerely, Johannes.

Hejsan!

Utbetalningen blev återigen avbruten och jag fick detta på mailet.

"Your pending cashout of 1632 EUR has been cancelled.

Personal note from the Customer Support team: You have attempted to withdraw your funds to a different payment method than the one you used to deposit. This is not allowed. Please note that withdrawals must be made to the same deposit method you used to make your winnings. Please pay back to (CC**8363)"

Denna gången försökte jag ta ut till min kryptoplånbok (USDT)

Och innan så försökte jag ta ut till mitt vanliga bankkonto i Sverige (Swedbank)

Sincerely, Johannes.

Hi J.

i left a note on your account - kindly try again to your crypto wallet.

Thanks a lot !

Thank you very much! I'll try again

Tack så mycket! Jag provar igen

Thanks J, I have confirmed it now myself and money was paid out.

Thank you all for your responses. I'm glad to see the advancements being made in a positive direction.

Dear Lucid_1337 / Johannes,

Please let us know once you successfully receive the funds.

The money entered my crypto account today!🙂

Thank you so much to everyone involved and for making it work in the end.

The case can be placed under "Solved"

Sincerely, Johannes

Pengarna kom in på mitt kryptokonto idag!🙂

Tack så jättemycket till alla inblandade och för att det löste sig tillsist.

Ärendet kan läggas under "Löst"

Sincerely, Johannes

Dear Lucid_1337 / Johannes,,

Thank you for your confirmation. We're glad to hear that our intervention helped to resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

Best regards,

Michal 

Casino.Guru