Platincasino - La cuenta del jugador ha sido cerrada sin motivo.

I would like to file an official complaint against PlatinCasino.

I opened an account with this casino and deposited over €1,000. After playing, I managed to win around €2,000. However, shortly after, my account was suddenly blocked without warning. The reason given was that I allegedly had a "previous account" – this is completely false. I have never had any other account with PlatinCasino.

I contacted customer support multiple times via email, but only received standard automated replies. No one properly addressed my case, and both my deposit and winnings were withheld without justification.

What’s even more frustrating is that I’ve seen other players with the same issue receive their payouts, while mine is still being ignored. This feels arbitrary and unfair.

I am demanding the following:

An immediate payout of my deposited balance and winnings

A clear and specific explanation including evidence of any alleged second account (which does not exist)

A fair and transparent review of my case – just like other players received

If I do not receive a proper response and resolution within 7 days, I will:

File an official complaint with the Malta Gaming Authority (MGA)

Report the case to the German Consumer Protection Agency

Seek legal advice and pursue further legal action if necessary

This treatment is unacceptable, and it raises serious doubts about the fairness and trustworthiness of PlatinCasino.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?

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

Has the casino specified if the "previous" account is still active, or if it's closed?

Have you passed the full KYC verification at this casino?

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

Best regards

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Ms. Veronika,

Thank you very much for your feedback and your willingness to help me with this matter.

I will be happy to answer your questions as specifically as possible:

VPN or IP masking:

I personally have not used a VPN or other IP masking software to access a casino website.

Other people in the household:

It's possible that my ex-husband—with whom I used to share the same household and devices—created an account at PlatinCasino without my knowledge. I strongly suspect this is the case. My phone was hacked about two years ago, and I assume he had access to my personal data through it.

Status of the "old" account:

The casino informed me that there was an "old account" that was closed due to player protection measures. However, no further details were provided.

KYC verification:

I have never personally completed KYC verification at PlatinCasino because, as I mentioned above, I never opened an account there myself.

I hope this information helps you better understand my situation. I am very interested in solving this case and would appreciate your continued support.

Best regards

A.

Sehr geehrte Frau Veronika,

vielen Dank für Ihre Rückmeldung und Ihre Bereitschaft, mir bei diesem Anliegen zu helfen.

Gerne beantworte ich Ihre Fragen so konkret wie möglich:

VPN oder IP-Maskierung:

Ich selbst habe keinen VPN oder andere Software zur IP-Verschleierung genutzt, um auf eine Casino-Website zuzugreifen.

Andere Personen im Haushalt:

Es ist möglich, dass mein Ex-Mann – mit dem ich früher denselben Haushalt und auch dieselben Geräte genutzt habe – ohne mein Wissen ein Konto bei PlatinCasino erstellt hat. Ich vermute sogar stark, dass dies der Fall ist. Mein Handy wurde vor etwa zwei Jahren gehackt, und ich gehe davon aus, dass er darüber Zugang zu meinen persönlichen Daten hatte.

Status des "alten" Kontos:

Das Casino hat mir mitgeteilt, dass ein „altes Konto" existiert, das aufgrund von Spielerschutzmaßnahmen geschlossen wurde. Es wurden jedoch keine weiteren Details genannt.

KYC-Verifizierung:

Ich habe niemals persönlich eine KYC-Verifizierung bei PlatinCasino durchgeführt, da ich – wie bereits erwähnt – selbst nie ein Konto dort eröffnet habe.

Ich hoffe, diese Informationen helfen Ihnen dabei, meine Situation besser einschätzen zu können. Ich bin sehr daran interessiert, dass dieser Fall aufgeklärt wird und würde mich über Ihre weitere Unterstützung freuen.

Mit freundlichen Grüßen

A.

Please forward me all the communication between you and the casino regarding the allegations of a previous account at veronika.f@casino.guru.

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

Dear ahlemabbassi3165,

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,

Veronika