Platincasino - Se ha cerrado la cuenta del jugador.

Hello dear casino guru team,

I have the following problem. I won € 16,000 at platincasino and wanted to be verified. Suddenly my account was blocked on the grounds that there was a second account. But I don't remember this account and it can also be seen that I haven't played with this account in the last few years. Platincasino can understand that too. Do I have no way of getting the payout?

I didn't intentionally create 2 accounts.

Hallo liebes Casino-Guru Team,

ich habe folgendes Problem. Ich habe bei platincasino 16.000€ gewonnen und wollte mich verifizieren. Plötzlich war mein Konto gesperrt mit der Begründung das ein zweites Konto besteht. Ich erinnere mich aber nicht mehr an dieses Konto und es ist auch ersichtlich das ich die letzten Jahre nicht mit diesem Account gespielt habe. Das kann platincasino ja auch nachvollziehen. Habe ich gar keine Möglichkeit an die Auszahlung zugelangen?

ich habe nicht absichtlich 2 Accounts erstellt.

Dear Markus,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the T&Cs (https://www.platincasino.com/en/support/terms-and-conditions.html) and I found this:

"8. … The player is restricted to opening only one account or having only one active account. In case a player opens more than one account, stakes and winnings will be declared void, the respective accounts will be closed and the account balance will be refunded up to the amount of deposits made. ..."

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

We received this email from Markus:

"Hallo, bei meiner Beschwerde handelt es sich um einen Irrtum. Ich bitte sie diese Beschwerde wieder zu löschen. "

We are closing the complaint as per the player's request. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.