Platincasino - La cuenta del jugador ha sido cerrada, pero el saldo restante no ha sido retirado.

Hello,

On March 15, 2026, I contacted Platincasino via email to close my account. Initially, nothing happened, so on March 17, 2026, I made a deposit of €50 and won €500. I requested a withdrawal of €400, leaving €100 in my normal balance. On March 18, 2026, I was suddenly logged out and the account was closed. The €400 I had requested was paid out.

Since there was still €100 in my account, I contacted the casino directly via email (live chat is only available when logged in). I asked how the remaining balance would be paid out. They replied that I first needed to provide proof of income. I definitely won't do that on my own; that's very sensitive data that certainly isn't necessary for processing a further withdrawal. (Regardless, that would only be proof that makes sense if you want to deposit money.) I wanted to communicate this and provide my bank details to make the transfer. However, the email address has since become unreachable, so I have no way to contact them anymore.

Thank you in advance for your support.

Hallo,

ich habe am 15.03.2026 das Platincasino via Mail kontaktiert, um mein Konto zu schließen. Zunächst ist nichts passiert, weshalb ich am 17.03.2026 eine Einzahlung von 50€ getätigt habe und eine Summe von 500€ erspielt habe. Davon habe ich 400 zur Auszahlung beantragt und 100€ sind auf der normalen Balance verblieben. Am 18.03.2026 wurde ich dann plötzlich ausgeloggt & das Konto geschlossen. Die 400€ die ich beantragt hatte, wurden auch ausbezahlt.

Da noch immer 100€ auf dem Konto waren, schrieb ich direkt das Casino via Mail an (Livechat kann nur genutzt werden, wenn man eingeloggt ist). Ich fragte, wie das verbleibende Guthaben ausgezahlt wird. Daraufhin antwortete man mir, ich solle erstmal einen Nachweis meines Einkommens vorweisen. Das allein werde ich definitiv nicht machen, das sind sehr sensible Daten, die sicherlich nicht notwendig sind, um eine weitere Auszahlung durchzuführen. (Unabhäng davon, wäre das ein Nachweis, der nur Sinn macht, wenn man Geld einzahlen möchte). Dies wollte ich gerne auch so kommunzieren und meine Kontodaten nennen, um die Überweisung durchzuführen. Seitdem ist die Mail-Adresse für mich allerdings nicht mehr erreichbar, ich habe also keine Möglichkeit noch irgendwie Kontakt aufzunehmen.

Vielen Dank vorab für die Unterstützung.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Debonaire93,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing.

Some online casinos organize their identity verification process into "verification levels." While the exact presentation of these levels is not standardized across the industry, many licensed casinos follow a similar tiered approach to comply with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations.

Level 3 (Enhanced Due Diligence / Source of Funds) is an additional layer of security that is not applied to all players. It typically applies to those who:

• Make large deposits or frequent high-value transactions
• Reach VIP status
• Exhibit suspicious or irregular account activity

At this level, the casino may request proof of income, such as payslips, tax returns, or business documentation. Players may also need to demonstrate the origin of their gambling funds—for example, through inheritance documents, property sales, or prior gambling winnings. The purpose of this verification is to ensure that the funds are legitimate and comply with anti-money laundering regulations.

To help us understand your situation fully, could you please provide some additional details:

1. Which types of games did you focus on—slots, live casino, sports betting, etc.?
2. Did you complete the verification process before losing access to your account?
3. Have you tried reaching out to them through any other communication channels (like their social media accounts)?

We hope to assist you in resolving this issue as quickly as possible. Thank you very much in advance for your reply.

Best regards,

Petra

Hello Petra,

I can understand that, but not after I had my verified account closed and want to make a withdrawal of €100.

Additional details:

1. I played everything that was mentioned.
2. Yes, my account was fully verified and withdrawals had already been made.
3. No, this would only result in me either being told to contact them by email or to verify my identity via social media, etc., to prove that I am the account holder.

Best regards

Michael

Hallo Petra,

kann ich nachvollziehen, aber nicht nachdem ich mein verifiziertes Konto schließen hab lassen und eine Auszahlung von 100€ vornehmen möchte.

Zusätzliche Details:

1. Habe alles gespielt was genannt wurde
2. Ja, mein Konto war vollständig verifiziert und auch bereits Auszahlungen durchgeführt
3. Nein, dies würde auch nur zur Folge haben, dass mir entweder gesagt wird, ich solle per Mail Kontakt aufnehmen oder mich über die sozialen Medien erstmal verifizieren soll etc. um nachzuweisen, dass ich der Kontoinhaber bin.

Viele Grüße

Michael

Thank you for your reply and for providing the previous details, Debonaire93.

• When you contacted Platincasino to close your account, did you receive any confirmation of the account closure?
• Can you confirm whether you received any communication after your account was closed regarding your remaining balance?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello Petra,

1. Yes, I received it.
2. No, I had to proactively approach the casino.
3. I sent it to you by email.

I would also like to explicitly point out that my account was fully verified and several payouts had already been made previously.

Best regards

Hallo Petra,

1. Ja, habe ich erhalten.
2. Nein, musste proaktiv auf das Casino zugehen
3. Habe ich Ihnen per Mail zukommen lassen.

Ich möchte auch noch ausdrücklich darauf hinweisen, dass mein Konto vollständig verifiziert war und bereits zuvor diverse Auszahlungen erfolgt sind.

Viele Grüße

Dear Debonaire93

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Thank you so much for your help.

Vielen Dank für die Hilfe

Dear Debonaire93,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Platincasino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Platincasino,

Please provide detailed information regarding the player’s issue. In particular, we would like clarification on how the player can withdraw the remaining balance from the closed account, and what specific steps are required to complete the payout.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello all, thank you for contributing to this thread so far. I have had a look at the case and Debonaire93 please accept our apologies, this was a miscommunication error from the relevant team. What we require is a proof of ID, not a proof of income. Could you kindly send a passport, ID or driving license via email to support@platincasino.com please? Alternatively you can also upload it here and CasinoGuru can hide it as sensitive data. Once this is done we will be able to transfer the remaining balance. Thank you for your cooperation!

Hello everyone,

Dear Platincasino, thank you for the update and for clarifying the requirements.

Debonaire93, please send your passport, ID, or driving license via email to or upload it here. I’ll wait for the documents and then we’ll see how to proceed from there.

Hello everyone,

I will gladly send you the requested ID card.

Hallo zusammen,

gerne übersende ich Ihnen den gewünschten Ausweis.

Thank you, the 100 EUR has been paid out from our end. It should reach you within 2-5 business days.

Hello everyone,

Dear Platincasino, thank you for the update and for processing the remaining payout. Your cooperation in resolving this complaint is appreciated.

Dear Debonaire93, according to the casino, the €100 payment has now been sent and should arrive within 2–5 business days.

Please confirm once the funds reach you, so I can close the complaint accordingly.

Thank you both for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Debonaire93,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel