Platincasino - Se ha cerrado la cuenta del jugador.

Good day,

I lost 7000 euros at Platinum Casino last month and shortly after I was winning again (currently 1000 euros) I was kicked out of my account.

Now it says my account has been deactivated when I try to log in.

I then contacted the chat support who told me that I should have received an e-mail regarding the blocking, but I never got it.

He then advised me to send an e-mail to VIP Support, as he did not have the authority to provide any information.

I did that and the only answer I received was that I had already received an email regarding this ....

I then replied that I never received this email and that I have not received a response yet.

Thank you in advance for your efforts.

Kind regards

Jamil Labaied Z ***

Guten Tag,

ich habe letzten Monat 7000 Euro auf Platin Casino verloren und kurz nachdem ich wieder am gewinnen war (derzeitigier Stand 1000 Euro) wurde ich aus meinem Konto rausgeworfen.

Nun steht da ,dass mein Konto Deaktiviert wurde ,wenn ich versuche mich anzumelden.

Ich habe daraufhin den Chat-Support Kontaktiert der mir sagte ,dass ich bezüglich der Sperrung eine E-mail erhalten haben soll,welche aber nie bei mir ankam.

Er hatte mir dann geraten eine E-Mail an den VIP Support zu senden ,da er nicht die Befugnis hätte darüber Auskunft zu geben.

Das tat ich dann und meine Antwort die ich erhalten hatte war nur ,dass ich diesbezüglich schon eine Mail erhalten hätte....

Daraufhin habe ich geantwortet ,dass ich diese E-Mail nie erhalten habe und bis jetzt keine Antwort erhalten.

Vielen Dank im Voraus für die Bemühungen.

mfg

Jamil Labaied Z***

Dear Jamil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am not sure I understand correctly, how much money was in your balance before the casino closed your account. Was it €7,000 or €1,000? Would you be so kind and clarify it?

Have you tried checking the Spam folder? Emails from casinos often end up there. Please forward any available communication between you and the casino to kristina.s@casino.guru, or alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your prompt reply !

There was still € 1000 on it which was transferred to me directly, but I don't understand why I was suddenly banned after I had lost € 700.

Danke für die schnelle Antwort !

Es befanden sich noch 1000€ drauf die wurden mir direkt überwiesen ,jedoch verstehe ich nicht weshalb ich plötzlich gesperrt wurde ,nachdem ich 700€ verloren hatte.

Thank you for your reply, Jamil. Although I completely understand your point of view, our standpoint in situations like this is clear - the casino has the full right to close the player's account and we think it is okay as long as the remaining balance is transferred to the player.

I am afraid that there is not much more we can do for you in this case since you've already received the rest of your funds. However, if there is anything else I could help you with, please, do not hesitate to let me know. Thank you very much for understanding.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. 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.