Platincasino - Los retiros de los jugadores se retrasan y el acceso a la cuenta está bloqueado.

Dear Sir/Madam,

At the end of June, I won approximately 118,000 euros at Platincasino playing Gates of Olympus, without using any bonuses or similar offers. Everything seemed great at that time.

Following the usual procedure at Platincasino, I made two separate withdrawals of 4,000 euros and 3,500 euros, respecting the weekly withdrawal limits. Both withdrawals were processed and received without any issues.

After waiting a week for my next withdrawals, I logged into my Platincasino account, and suddenly, I received a notification stating that the win was the result of a system error and my balance was adjusted from around 65,000 euros (since I had unfortunately lost some money in the meantime) to 10,000 euros. This was the first issue that I couldn’t understand.

Then I attempted to make another two withdrawals (4,000 euros and 3,500 euros), which were pending, but nothing happened. After multiple contacts with live chat support, I was informed that the delay was due to a high volume of transactions and that the withdrawal would be processed by the end of the week (around August 24, 2024).

However, no withdrawals were processed, and by this Wednesday, I found myself unable to access my account at Platincasino.

Consequently, I can't take any screenshots of my winnings, etc.

I only have the replay saved. (https://fkivsk.hrqhregkxq.net/dvJeEzUK7s)

I hope you can assist me, as I don’t know what else to do.

Sincerely,

Guten Tag,

ich habe ende Juni bei Platincasino bei Gates of Olympus 1000 ca. 118.000 Euro gewonnen, ohne Bonus oder ähnliches. Soweit so schön, dachte ich.

Ich habe wie bei Platincasino üblich zwei verschiedene Auszahlungen getätigt 4000€ und 3500€, so wie es pro Woche möglich ist. Mit den Auszahlungen war auch alles gut und diese kamen an.

Also habe ich eine Woche gewartet für die nächsten Auszahlungen, aufeinmal kam eine Benachrichtigung nach dem einloggen bei Platincasino, dass der Gewinn aufgrund eines Systemfehlers zustande kam und mein Guthaben wurde von zwischenzeitlich ca. 65000€ (weil ich in der Zeit leider wieder Geld verspielt hatte), auf 10000€ gesetzt. Das war Punkt Nummer 1. den ich nicht verstehen konnte.

Dann wollte ich wieder 2 Auszahlungen tätigen (4000€ und 3500€) diese waren auch ausstehend, doch es tat sich leider nichts, nach mehrmaligem Kontakt mit dem Livechat hieß es nur, dass der Aufgrund des großen Zahlungsaufkommens, sich die Auszahlung bis Ende der Woche (also ca. der 24.08.2024) verzögert.

Aber bis da kam auch keine Auszahlung, diesen Mittwoch kam ich dann nichtmehr in meinen Account bei Platin rein.

Kann dementsprechend auch keine Screenshots der Gewinne etc. machen.

Lediglich das Replay habe ich noch gespeichert. (https://fkivsk.hrqhregkxq.net/dvJeEzUK7s)

Ich hoffe Sie können mir helfen, ich weiß nicht weiter.

Liebe Grüße

Dear sin0ne,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Thomas,

I'm not sure, but I must have been registered with Platincasino for over 4 years.

Of course I was also a platinum member.

The account must have been blocked between August 19 and 21.

At least on August 21st I was no longer able to log in and I didn't receive any emails about "forgot password" either.

Unfortunately, I have not had any written correspondence as everything was handled via live chat.

And everything that came to me by email has unfortunately already been deleted because my mailbox was full and I had to make space.

Best regards

Hallo Tomas,

ich bin mir nicht sicher, aber ich müsste seit über 4 Jahren bei Platincasino angemeldet sein.

Ich bin natürlich auch Platin Member gewesen.

Das Konto muss zwischen dem 19. und 21. August gesperrt worden sein.

Ich konnte mich zumindest am 21.08. nicht mehr einloggen und über die "Passwort vergessen" kommt auch keine E-Mail bei mir an.

Schriftverkehr habe ich leider keinen, da alles über den Livechat abgewickelt wurde.

Und alles was bei mir per Mail ankam ist leider bereits gelöscht, weil mein Postfach voll war und ich Platz schaffen musste.

Liebe Grüße

Hello, I have now tried to reset my password again.

Now I finally got an email and reset it.

When logging in, I am asked for an authorization code, which I do not receive in any way.

This is a quick update.

Best regards

Hallo, nun habe ich erneut versucht mein Passwort zurückzusetzen.

Jetzt habe ich auch endlich eine Mail bekommen und habe es zurückgesetzt.

Beim Login wird nach einem Autorisierungscode gefragt, welchen ich aber auf keinem Weg zugesendet bekomme.

Dies kurz als Update.

Liebe Grüße

Thank you very much, sin0ne, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear sin0ne,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Platincasino representative to join this conversation and participate in resolving this complaint.

Dear Platincasino,

Could you comment on this?

Thank you in advance for providing the information.

Good day,

Is there already an update?

Best regards

Guten Tag,

gibt es bereits ein Update?

Liebe Grüße

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

apologies for the late response.

The player won several times big, which was followed by a win-check through the game provider, standard procedure, all came back as legit.

Afterward, player tried to withdraw couple of times on the 05.08. which were denied due max cashout. Player was informed. The next day new withdrawal request were send and processed and cashed out.

There are no further withdrawal requests since then. Therefore, the player used all remaining funds for playing.

Thanks,

Good day,

I said that the first two withdrawals worked without any problems (although that was before August 5th, on July 29/30th).

I also said myself that some money was lost again, but not all of it.

As I said, before August 1st there was still about €65,000 of the original €118,000 in the account.

On August 1st, I looked at my account at around 3 p.m. and there was only €10,000 left, down to the cent, with a notification saying that my balance had been adjusted due to a system error.

I am enclosing a screenshot of the account balance on that day!

After that I wanted to withdraw at least 7500€ of the 10000€ -> I lost 2500€ there too!

The payout was delayed and I was constantly told in the live chat that there were problems with the payment service provider and that I would get the money at the end of the week.

The money has not arrived yet. I don't know the status of the payouts because I can't access my account due to the missing authorization code from the 2FA app.

Therefore, I would be grateful if you could reply to my email regarding the lack of access to my account.

Best regards

Guten Tag,

ich sagte ja, dass die ersten zwei Auszahlungen noch ohne Probleme funktioniert haben. (allerdings war das vor dem 05.08, und zwar am 29/30.07).

Außerdem habe ich selbst gesagt, dass auch Geld wieder verspielt wurde, aber nicht das komplette Geld.

Wie gesagt, waren vor dem 1.8. noch ca. 65000€ von den Ursprünglich 118000€ auf dem Konto.

Am 1.8. schaute ich gegen 15 Uhr in meinen Account und es waren nur noch auf den Cent genau 10000€, mit dem Hinweis in der Notification, dass mein Guthaben aufgrund eines Systemfehlers angepasst wurde.

Einen Screenshot von dem Kontostand an dem besagten Tag sende ich mit dazu!

Danach wollte ich wenigstens von den 10000€ noch 7500€ auszahlen -> 2500€ habe ich dort ebenfalls wieder verspielt!

Die Auszahlung wurde hinausgezögert und im Livechat wurde ich andauernd vertöstet, dass es gerad beim Zahlungsdienstleister Probleme gäbe und ich Ende der Woche das Geld bekäme.

Das Geld kam bis Heute nicht an. Wie der Status der Auszahlungen ist, weiß ich nicht, da ich nicht in meinen Account reinkomme, aufgrund fehlenden Autorisierungscode der 2FA-App.

Deshalb wäre ich Ihnen auch dankbar, wenn Sie auf meine Mail antworten könnten, in der es um den fehlenden Zugriff auf meinen Account geht.

Liebe Grüße

Hello,

after checking the game history again, we can confirm, that the funds were used to play and lost. No game issues were detected.

As previously confirmed already, over 5k were paid out on the 09.08. (withdrawal request from 06.08.)

Thanks,

Hello,

I ask you to help me get back into my account.

To view my withdrawal history and game history.

Best regards

Hallo,

ich bitte Sie mir zu helfen wieder in mein Konto hinein zu kommen.

Um meine Auszahlungshistorie und den Spielverlauf einsehen zu können.

Liebe Grüße

I would also be happy to receive proof of the alleged transfer of €5,000 with information about the account to which this money was transferred.

Best regards

Außerdem freue ich mich über einen Nachweis der angeblichen Überweisung von 5000€ mit der Info auf welches Konto dieses Geld überwiesen würde.

Liebe Grüße

Dear Platincasino,

Could you provide us with the player's transaction history and gaming history/game log? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Hello,

a request was send to the relavant department in order to remove the 2F-Authentication, so the player can renew it and login. The player account is open, player deleted the needed app for login.

Prove of the 5k withdrawal:

Amount 4,000 EUR

Success Yes

Payment System Finteqhub Seamless - APM37~Pay via bank

Action Cashout

Finished at 2024-08-09 11:29:06

Amount 1,000 EUR

Success Yes

Payment System Finteqhub Seamless - APM37~Pay via bank

Action Cashout

Finished at 2024-08-09 11:29:11

In order to be able to get a complete overview of the Transaction list, game history and personal data, the player has to request a GDPR request via email.

Thanks

Dear Platin Casino,

Thank you for your response and the information provided.

We cannot accept the above-mentioned "proof of payment". We will need at least the player's transaction history and the player's confirmation.

Hello Sin0ne,

Could you follow the casino's instructions so that we can access gaming and transaction history?

Could you confirm if you have received the payments of 5000€ and 1000€?

I'll be awaiting your reply.

Hello,

The current status is that I still do not have access to the account.

GDPR information is requested.

Best regards

Hallo,

der aktuelle Stand ist, dass ich weiterhin keinen Zugriff auf das Konto habe.

DSGVO Auskunft wird angefordert.

Liebe Grüße

Hello Sin0ne,

Could you respond to my question regarding the previous withdrawals?

Dear Platincasino,

Could you provide us with the gaming history and transaction history? The player requested a GDPR request via email.

I'll be awaiting your reply.

Hi Team,

Yes they have requested it via Email and we are still wiating for their answer for the personal security questions , once we receive them, the Request is being forwarded and Data can be received within the regulated time frame.

Can you from Casino Guru give me an Email Address to send in meantime parts of the gaming history ?

Thanks,

Dear Platincasino,

Thank you for your response and the information provided.

You can send it to my email address stefan.m@casino.guru.

Please keep us updated.

I'll be awaiting your reply.

Hello,

the case can be closed.

Thanks.

Hallo,

der Fall kann geschlossen werden.

Danke.

Hello Sin0ne,

Are you sure you don't want us to investigate further and close the complaint as rejected?

I'll be awaiting your reply.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Team,

We have already replied to this complaint and sent parts of the gaming history.

Thanks

Dear PlatinCasino,

Thank you for your response and the information provided. I apologize, I have accidentally set the timer on the Casino instead of the Player. I will set the timer accordingly.

Hello Sin0ne,

Are you sure you don't want us to investigate further and close the complaint as rejected?

I'll be awaiting your reply.

Yes, I don't see any perspective here and just want to put the whole thing behind me.

There was still no communication with me from Platincasino.

No response to my emails, no alleged help with the 2FA problem.

Thank you for your help anyway!

Ja, ich sehe hier keine Perspektive und möchte das ganze für mich einfach abschließen.

Kommunikation seitens Platincasino, fand mit mir auch weiterhin nicht statt.

Keine Reaktionen auf meine Mails, keine angebliche Hilfe bei dem Problem mit der 2FA.

Ich danke Ihnen trotzdem für Ihre Hilfe!

Dear sin0ne,

We will respect your decision and close the complaint as rejected per your request. Please, be aware you can reopen the complaint anytime and we will be more than happy to help.

Kind regards,

Stefan, Casino.Guru