Platincasino - Los retiros de los jugadores son rechazados constantemente.

Hello,

I had my bank block all online casinos, so any payments I attempt should be declined.

However, in the past months, I have lost between 10,000 and 15,000 euros playing exclusively at Platin Casino and Nomini Casino, both of which do not have a German license. They withdraw funds with false information to bypass such blocks.

Payouts have been consistently rejected.

Who can I contact when responsible gambling is deliberately being made impossible?

Hallo,

ich habe bei meiner Bank alle online Casinos sperren lassen also alle Zahlungen die ichtätigen würde müssten abgelehnt werden.

Ich habe allerdings in den letzten Monaten nur auf Platin Casino und NominiCasino welche beide keine deutsche Lizenz haben und deren Abbuchen mit falschen Angaben abgebucht werden um solche sperren zu umgehen alleine 10-15.000 Euro verspielt.

Auszahlungen wurden immer wieder abgelehnt.

An wen kann ich mich wenden wen hier mit Absicht verantwortungsvolles Spielen unmöglich gemacht wird.

Dear stefanhaeuber,

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. 

Is there currently any balance in your casino account?

Have you requested any withdrawals from the casino?

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.

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

Dear stefanhaeuber,

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.

Hello, no, the reason is that I wrote to support asking them to deactivate it so that I could lose my winnings. I was still able to play. Aren't the casinos obliged to investigate this?

Hallo, nein es hat sich noch den Grund das ich den Support geschrieben habe das er es deaktivieren soll das ich meinen Gewinn verspielen kann. Ich konnte trotzdem weiter spielen. Sind die Casinos nicht verpflichtet dem nachzugehen

Dear stefanhaeuber, do I understand correctly that you requested account closure from the casino?

If so, first, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru. 

Thank you very much in advance. 

Dear stefanhaeuber,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.