Platincasino - Kasino tvrdí, že hráč je nezletilý, což má za následek uzavření účtu.

Hello, I have locked myself out and have completed my verification. I've sent everything the casino requires.

I am of legal age, which can be clearly seen in my passport. However, I've been accused of being underage and that they have closed my account.

I had 1800 euros in my account and I intended to cash it out tomorrow. However, they have now written me a message saying I'm underage despite the fact that I was born on 29/10/2004.

This is such an outrage. I need that money as I have debts to pay.

Hallo, ich habe mich selbst gesperrt und habe meine Verifizierung abgeschlossen ich habe alles geschickt was das Casino benötigt.

Ich bin volljährig und das kann man ganz klar sehen in meinem Reisepass mir qurde jetzt vorgeworfen das ich minderjährig bin und das sie mein konto geschlossen haben.

Ich hatte 1800euro auf meinem konto ich wollte es morgen ausbezahlen aber sie haben mir jetzt eine Nachricht geschrieben das ich minderjährig bin obwohl ich am 29.10.2004 geboren sei.

So eine Frechheit. Ich brauche das Geld da ich Schulden habe

Dear mihaelstnc,

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. Could you please advise when exactly you created an account at this casino? Have you accumulated your winnings with or without an active bonus?

Additionally, forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I just emailed them everything.

I played without a bonus. And you don't even want to send me the deposited money, so I don't have access to any money even though I have exactly €1,800.50 in my account that I wanted to pay out...

Best regards

Mihael S***

Ich habe soeben ihnen alles per Email geschickt.

Ohne Bonus habe ich gespielt. Und sogar das eingezahlte Geld möchten Sie mir nicht mal schicken also han ich kein Zugriff auf kein Geld obwohl ich genau 1800,50€ Auf meinem Konto habe was ich auszahlen wollte...

Mit freundlichen Grüßen

Mihael S***

Thank you very much, mihaelstnc, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I emailed Kristina everything. She received all relevant data via her email.

Ich habe Kristina alles per email geschickt. Sie hat alle relevanten Daten über ihre email bekommen .

Hi mihaelstnc,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Platincasino to join the conversation and contribute to the resolution of this complaint.

I deposited €700 in total. But after a long discussion with the casino, I have only received €250 back, which means I am missing the remaining €1550 in casino winnings that I earned and won.

The casino told me that my last deposit was €250 and that they only have to refund that. I explained everything to the casino exactly how miserable my life is right now and the casino just doesn't care and continues to ignore me even though they just TOOK ALL MY HARD-EARNED GDLD AWAY.

Best regards...

Ich habe 700€ insgesamt eingezahlt. Habe aber jetzt nach langer Diskussion mit dem Casino nur 250€ zurückerhalten also das heißt es fehlen mir die restlichen 1550€ Casino gewinne die ich erspielt und gewonnen habe.

Das Casino hat mir gesagt das ich 250€ die letzte Einzahlung war und das sie nur das zurückerstatten müssen. Ich habe dem Casino alles genau erklärt wie misserable mein Leben gerade ausschaut und das Casino interessiert sich einfach nicht und ignoriert mich weiter obwohl sie mir einfach mein GANZES HART ERARBEITETES GDLD WEGGENOMMEN HABEN.

Mit freundlichen Grüßen...

Hi,

we have investigated this case and while the player is meanwhile over 18, at the time of registration he was underage.

His registration took place on December 2nd 2021 at which time he was still underage. His first deposit and verification happened September 2023.

Soon as we got note about this we've closed his account, informed the player and refunded his last deposit - in compliance with MGA regulations.

Please check his date of birth and you can confirm he was clearly underage when registering his account at Platin which had been a serious breach of our T+Cs and safe gambling guidelines.

PlatinCasino is taking safe gambling measurements very seriously so there can't be any goodwill in this case from our side.

Regards,

Platin Casino

How can I type it into your online casino page that I was born on October 29th, 2004, that's impossible if I had done it earlier, so what you're saying is total nonsense!

The website doesn't allow me to register as a minor, so I entered my correct date and didn't cause any problems. And my last deposit was 500 euros not 250 euros. impudence.

Wie kann ich den in eurer Online Casino Seite eintippen das ich am 29.10.2004 geboren bin das ist doch unmöglich wenn ich es früher gemacht hätte also das ist totaler schwachsinn was sie da erzählen!

Die Website darf doch nicht erlauben das ich mich minderjährig registriere also habe ich meinen richtigen Datum eingegeben und kein problem gemacht irrerseits. Und meine letzte einzahlung war 500Euro nicht 250Euro. Frechheit.

Hi all,

Thank you for your replies.

Dear Platin Casino team,

Let me sum up the information and ask you some additional questions:

1. When the player opened his account, he was underage (17 years and 1 month) but since he didn't go through the verification process, his age wasn't verified.
2. When he made the first deposit and hit the winnings, he was 18 years and 10 months old, correct?
3. Was there any gameplay in the casino while he was underage? Did he make any winnings?
4. How many deposits did he make and how much was the last one?

Dear Casino Guru Team,

I opened my account when I was 17 but didn't verify or deposit or do anything with the account. It wasn't until I turned 18 that I did everything. What I have to mention in my account is that I am 18 years old and that my birthday IS completely correct.

So I didn't do anything wrong in my opinion.

Deposits total €650 or €750 and winnings €1800.50.

Best regards

Liebes Casino Guru Team,

ich habe mein Konto mit 17 Jahren eröffnet aber nicht verifiziert oder eingezahlt oder irgendwas mit dem Konto gemacht. Erst wo ixh 18 geworden bin habe ich alles gemacht. Was ich zu erwähnen hab in meinem Konto ist zu sehen das ich 18 Jahre alt bin und das mein Geburtstag Vollständig richtig IST.

Also habe ich nichts falsch gemacht meiner Meinung nach.

Einzahlungen insgesamt 650 oder 750€ und Gewinne erzielt 1800,50€.

Mit freundlichen Grüßen

Hi Peter,

to answer your questions

1. Correct, he didn't go through verification so our system got no alert about him being under age (17 and 1 month)
2. When first depositing he was 18 and 10 months, correct
3. There was no gameplay or any winnings prior to September 23
4. Total Deposits 650 EUR, last deposit 250 EUR

Just to be clear, even he didn't play, deposit or verify himself before turning 18, he signed up to our Casino underage and we can't allow underage players to use our platform in any case or circumstance.

Soon as we got notice about this we closed his account and froze all winnings.

Regards,

Platin Casino

Dear Peter,

I did not use the site or do anything where I was underage. I didn't use anything, I just wanted to see what games PlatinCasino had and which ones I could try out later.

In my opinion I didn't do anything wrong. I didn't deposit or play while I was underage, my account was just open at that time and nothing more. I didn't even confirm my email. So I didn't really do anything wrong. I hope I can get the money because I am in an emergency situation where I need the money.

I won the money with luck and now nothing will be paid out to me.

Best regards

Sehr geehrter Peter,

ich habe weder die Seite benutzt noch irgendwas gemacht wo ich minderjährig war. Ich habe nichts benutzt ich wollte nur nachschauen welche Spiele PlatinCasino hat und welche ich dann spöter ausprobieren kann.

Meiner Meinung nach habe ich nichts falsch gemacht. Ich habe weder eingezahlt noch gespielt wo ich minderjährig war mein Konto war nur offen an dieser Zeit mehr nicht. Ich habe nicht mal meine Email Bestätigung getätigt. Also habe ich nichts wirklich nichts falsch gemacht. Ich hoffe ich komm an das Geld da ich mich in einer Not Situation befinde wo ich das Geld benötige.

Ich habe das Geld mit Glück gewonnen und jetzt wird mir nichts mehr ausgezahlt.

Mit freundlichen Grüßen

Hi all,

Thank you for your replies.

Dear mihaelstnc,

I've looked at the registration form in the casino and in order to proceed you have to tick a checkbox stating that you are 18 years old (see screenshot). I'm afraid if you ticked this checkbox, you broke the casino's T&Cs and therefore you are not eligible for the winnings. However, we believe you should get all your deposits back.

Dear Platin Casino team,

Since the reason for the cancellation of winnings was "underage play" we are convinced that the player should get all their deposits back. If underage players can't win in casinos because it's against the law, the casino shouldn't keep their money.

Yes thanks, hopefully the casino will send me all my deposited money...

Ja danke, hoffentlich schickt mir das Casino all mein eingezahltes Geld...

Hi Peter,

we have checked again and I can confirm we'll credit the remaining 400 EURO to the player. So his Total Deposits in our Casino have been refunded by us.

Once mihaelstnc has confirmed receival we consider this complaint as closed.

Thank you CasinoGuru for your assistance in this case.

Regards,

Platin Casino

Thank you Casino Guru for helping me get some of my money back, without your help I wouldn't get a cent back. It's stressful not to get all the money I won, but what can you do? Thanks again. Without your help I wouldn't be able to get the money.

I'll let you know when I get the money.

Best regards

Danke Casino Guru das ihr mir geholfen habt mir mein Geld ansatzweise zurück zu holen, ohne eurer Hilfe würde ich kein Cent zurück kriegen. Es ist belastend nicht mein ganzes gewonnene Geld nicht zu bekommen aber ja was soll man machen. Nochmals danke. Ohne Eurer Hilfe würde ich es nicht schaffen an das Geld zu kommen.

Ich werde euch berichten wenn ich das Geld bekommen habe.

Mit freundlichen Grüßen

Thank you Platin Casino team for returning the deposits.

Dear mihaelstnc,

I am convinced that no casino would be even able to legally pay you your winnings without having problems with the law in this situation. When you receive your refund, we will close the complaint as resolved.

Unfortunately I lost it again😭

Best regards

Habs bekommen leider wieder verspielt😭

Mit freundlichen Grüßen

Hi mihaelstnc,

Thank you for the update. Sorry to hear you lost the funds again. I'm afraid I can't help you with that one. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter