Platincasino - La cuenta del jugador ha sido cerrada y los fondos retenidos.

My withdrawal requests for two €500.00 were canceled and withheld, and my account was deleted, with the reason given that I had a second account. I also had an account with Platincasino until November 15, 2024. However, I closed it after Platincasino encountered withdrawal difficulties. I also kept the email correspondence about this. I have now registered with a new email address and deposited a total of €1301.00. If it isn't possible to have two accounts, it should have been noticed during registration in the system that the name, address, credit card number, and telephone number are identical to the supposedly deleted account from November 15, 2024. So, in theory, I shouldn't have been able to deposit anything at all. Now I would either like my deposited amounts of €1301.00 back or my winnings of €1000.00.

Meine Auszahlungsanträge über 2x 500,00€ wurden Storniert und einbehalten und mein Konto wurde gelöscht, mit der Grundangabe dass ich ein zweites Konto habe. Bis zum 15.11.2024 hatte ich auch noch ein Konto bei Platincasino. Das habe ich aber nach Auszahlungsschwierigkeiten seitens Platincasino schließen lassen. Darüber habe ich auch die E-Mail Korrespondenz aufbewahrt. Nun habe ich mich mit einer neuen E-Mail angemeldet und insgesamt 1301,00€ eingezahlt. Wenn das ja nicht möglich ist zwei Konten zu Besitzen hätte ja bei der Registrierung im System auffallen müssen das der Name, Adresse, Kreditkartennummer und Telefonnummer identisch ist zu dem angeblich gelöschten Konto vom 15.11.2024. Also hätte ich ja gar nichts einzahlen können in der Theorie. Nun hätte ich entweder gerne meine eingezahlten Beträge über 1301,00€ wieder oder die Gewinne über 1000,00€.

Dear aterg,

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

Please note that opening multiple accounts is prohibited in most online casinos. Breaching this rule results in account closure and balance confiscation, which is to be expected in most online casinos. I would recommend that you don't continue with the practice. If you wish to play in an online casino where you previously closed your account, I would recommend that you ask the casino to reopen the old account. Alternatively, ask for permission to open a new account beforehand.

The casino's terms and conditions: (English version): https://www.platincasino.com/support/terms-and-conditions

9. USE OF PLAYER ACCOUNT

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. 

Deliberate opening of a new account is a breach of the casino's rules, in which case, we might not be able to help.

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

• Have you accepted bonuses on both accounts?
• Have you cashed out any winnings from the casino with your new account?

Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

I didn't receive any bonuses on my old account!

I added a bonus to the new account. However, I reached the bonus turnover requirement, and the amount was then withdrawable again.

No winnings were paid out with the new account.

greeting

Hallo,

Auf dem alten Konto habe ich keine Boni aufgenommen!

Auf dem neuen Konto habe ich einen Boni aufgenommen. Habe aber den Boni Umsatz erreicht und somit war der Betrag wieder Auszahlungsfähig.

Mit dem neuen Konto wurden keine Gewinne ausgezahlt.

Gruß

I apologize for any misunderstanding.

As mentioned earlier, we won't be able to assist you further as it appears you deliberately opened multiple accounts in the casino. If you believe you want to play again in an online casino:

1. Try to ask the casino support to reopen your original account first
2. If that is not possible, ask casino support for permission to open a new account.

Sometimes neither option will be available, and you won't be allowed to continue to play. I strongly recommend you don't open a new account in any online casino without permission. Always keep evidence that the casino support allowed you to register a new account after previously using another one, since the casino usually checks for duplicate accounts only after withdrawal is requested and the verification process is launched.

Due to the aforementioned reasons, this complaint will now be closed as unjustified. 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 issues with any online casino in the future.