Platincasino - El retiro del jugador se retrasa debido a una disputa de cuenta.

Dear Sir or Madam,

About a month ago, I won a prize at PLATINCASINO. When I attempted to withdraw part of it, I was informed that I have multiple accounts. This is not true. I have written emails weekly to address the issue, but each response states that the account will not be activated because I supposedly have multiple accounts. I have also asked them to provide proof, but received no response. I kindly ask for your assistance in this matter.

Best regards,

Sehr geehrte Damen und Herren,

ich habe vor ca. 1 Monat ein Gewinn bei PLATINCASINO erzielt als ich dann ein Teil davon auszahlen wollte hieß es ich hätte mehrere Accounts das stimmt aber nicht vergeblich habe ich email geschrieben 1 mal die Woche antworten die sich dann das dass Account nicht aktiviert wird mit der Begründung ich hätte mehrere Accounts auch den versuch das sie mir das belegen sollen kam keine Antwort ich bitte sie um Hilfe

Lg

Dear theplay2, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to access the casino website?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

Dear theplay2,

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.

So in my household my mother also has an account she first had an account at platincasino I played on her account with the cell phone which is our home phone and then I created one for myself as the battery capacity of my cell phone is very low I always use my cell phone to deposit and the cell phone home phone to play but one account is my mother's I explained that to her then they unlocked my account again and transferred 4000 euros to me because I sent them documents and they verified it and now because I have such a high amount of winnings they say I have several accounts I can happily use all 3 IP addresses from my cell phone, from the cell phone which is our home phone and my mother's

I also won all the winnings without a bonus because I never used the bonus. I played on the highest slots, i.e. 10 euro slots up to 45 euro slots, that's why I won the big sum. I really don't understand the world right now. The strange thing is why didn't the problem appear when I deposited money. I ask for your help and thank you in advance.

lg

jamila r.

Also in meinem Haushalt hat meine Mutter auch einen Account sie hatte zuerst einen Account bei platincasino ich habe mit dem Handy was unsere Haus Telefon ist auf ihrem Account gespielt und dann habe ich mir selber einen erstellt da die batterie Kapazität von meinem Handy sehr schwach ist benutze ich immer mein Handy zum einzahlen und das Handy Haus Telefon zum spielen aber der eine Account ist von meiner Mutter das habe ich den auch erklärt dann haben sie mein Account wieder freigeschaltet und mir 4000 Euro überwiesen weil ich Unterlagen hin geschickt habe und die das auch verifiziert haben und jetzt weil ich so einen hohen Gewinn Betrag habe heißt es ich hätte mehrere Accounts ich kann gerne alle 3 ip adressen von meinem handy von den handy was unsere haus Telefon ist und die von meiner mutter

ich habe auch die gewinne alle ohne einen bonus gewonnen da ich den bonus nie genutzt habe ich habe auf den höchsten Fächer gespielt sprich 10 euro fach bis hin zu 45 euro fach deshalb habe ich die grosse summe auch gewonnen ich verstehe gerade echt die Welt nicht das komische ist warum ist das problem nicht aufgetaucht als ich Gelder eingezahlt habe ich bitte um ihre Hilfe und danke im vorraus

lg

jamila r.

Thank you for your reply. After reviewing the Terms and Conditions of Platincasino, I found the following clause:

Each player is allowed to create only one (1) personal account. Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors. Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account. 

Since both you and your mother have accounts with this casino, reside in the same household, and use the same device to access the casino website, it becomes impossible to conclusively prove that only one person is operating each account.

I am sorry, but given these circumstances, we are unable to assist you further with this complaint. In the future, I strongly recommend adhering to the following practices to avoid similar issues:

• Create only one account per casino.
• Deposit money using your own payment method.
• Play exclusively on your personal device.

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.

Best regards

Veronika