Platincasino - La cuenta del jugador está cerrada y el retiro está cancelado.

Your pending withdrawal of EUR 2550 has been cancelled.

Personal message from the customer service team: "You attempted to withdraw your funds to a different payment method than the one you used to deposit. This is not permitted. Please note that withdrawals must be made to the same deposit method you used to earn your winnings. Please refer to the notes to determine which method you must withdraw to."

If you have any questions, you can contact our customer service directly at any time. My account has been blocked, I can no longer log in, and no one is responding to email support.

Deine ausstehende Auszahlung über 2550 EUR wurde storniert.

Persönliche Nachricht vom Kundenservice-Team: "Sie haben versucht, Ihr Guthaben auf eine andere Zahlungsmethode auszuzahlen als die, die Sie für die Einzahlung verwendet haben. Dies ist nicht zulässig. Bitte beachten Sie, dass Auszahlungen auf dieselbe Einzahlungsmethode erfolgen müssen, mit der Sie Ihre Gewinne erzielt haben. Bitte lesen Sie in der Anmerkung nach, auf welche Methode Sie auszahlen müssen."

Bei Fragen kannst Du Dich jederzeit direkt an unseren Kundenservice wenden. Mein Account wurde gesperrt kann mich nicht mehr einloggen und bei email support antwortet keiner.

Dear ivica,

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.

Why did you want to withdraw your funds using a different payment method?

Did you deposit and withdraw exclusively using payment methods registered in your name?

Has the casino specified any reason for blocking your account?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

So I requested both withdrawals on Sunday 9th March, as always, using my credit card. A few hours later my account was blocked. When I logged in it said I had to enter an authorization code, so I couldn't log into the account! What was left was €553 + €1500 + €500 = €2553. Those are the two withdrawals I made!!! Monday 10th March then the two cancellations and a few hours later I received an email about the payment of the entire sum, i.e. €2553, which it wasn't me because I can't log in. Tuesday 11th March €53 arrived in my account!!!! And the rest was canceled, so no other method!!!!!!

Also ich habe die beiden Auszahlungen beantragt am Sonntag 9.3. so wie immer bis jetzt über meine credit Karte. Paar Stunden später wurde mein Konto gesperrt wenn ich mich einlogge kommt dass ich autorisierungscode eingeben soll also keine anmeldung aufs account! Übrig geblieben sind 553€ + 1500€+500€=2553€. Das sind die beiden Auszahlungen was ich gemacht habe!!! Montag 10.3. dann die beiden Stornierungen und nach paar stunden kam email über die Auszahlung der gesamte Summe also 2553€ Was ich nicht gewesen bin denn ich kann mich nicht einloggen. Dienstag 11.3. kam 53€ auf meinem Konto an!!!! Und der Rest wurde storniert also keine andere Methode!!!!!!

Dear ivica, have you contacted the casino about this? I haven't received any emails from you showing your communication with them.

Did you receive an authorization code by email or phone?

Could your casino account have been hacked?

That could only have been a Platincasino employee! I'm sick of being treated like an idiot anymore. I don't give a damn about the $2,500 I would have paid back in a month.

Das kann nur platincasino Mitarbeiter gewesen sein! Ich habe keine lust mehr mich wie ein idiot behandeln zu lassen ich scheisse auf die 2,5k die hätte ich in einem Monat wieder eingezahlt

Dear ivica, regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, and I’m 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.