Platincasino - La cuenta del jugador permanece abierta a pesar de la solicitud de cierre.

Hello, I've already sent several emails to Platincasino requesting that they close my account due to my gambling addiction. However, I've never received a response, and my account is still accessible. I urge you to contact Platincasino directly, as they aren't responding to my emails. I've already tried contacting their live chat, but they only offer the option to close an account temporarily, not permanently. The chat representative suggested I contact support directly, but as I mentioned, I've already sent several emails and haven't received a reply.

Hallo, ich habe schon mehrere Mails an Platincasino geschrieben das sie mein konto aufgrund meiner spielsucht sperren sollen. Es kam jedoch nie eine Rückmeldung und mein konto ist immer noch zugänglich. Ich bitte sie Platincasino zu kontaktieren ,da sie auf meine Mails nicht reagieren. Ich hab zwar schon mit dem live Chat geschrieben, dort kann man allerdings sein konto nur für eine bestimmte zeit schließen lassen und nicht endgültig. Der Chat meinte darauf sein ich soll direkt den Support schreiben, aber wie gesagt ich habe nun schon mehrere mails geschrieben und nie eine Rückmeldung bekommen.

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Dear Otrebor,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have read the casino's Responsible Gaming policy and this is what I have found:

For us, Responsible Gaming is the rational, sensible selection of gaming options by our clients; that is, an informed, educated decision by the players for the sole purpose of entertainment. Responsible Gaming is a leisure and entertainment activity and must never interfere with social, professional or family obligations. If a player thinks he is spending more money than he can afford, or in case gaming is starting to interfere with his normal daily routines, we strongly advise to consider several measures that can help, such as setting Personal Limits on the gaming activities, opting for Self-Exclusion or seeking help and support from trusted independent bodies.

2. Players can submit a request for such measures via chat or email.

What email address did you use to register at this casino? Have you used the same email address to contact the casino with the request to close your account due to gambling addiction?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Best regards,

Attila

Dear Otrebor,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru