Platincasino - Výběr hráče je zpožděn kvůli sporu o účet.

Dear Sir or Madam,

About a month ago, I won a prize at PLATINCASINO. When I attempted to withdraw part of it, I was informed that I have multiple accounts. This is not true. I have written emails weekly to address the issue, but each response states that the account will not be activated because I supposedly have multiple accounts. I have also asked them to provide proof, but received no response. I kindly ask for your assistance in this matter.

Best regards,

Sehr geehrte Damen und Herren,

ich habe vor ca. 1 Monat ein Gewinn bei PLATINCASINO erzielt als ich dann ein Teil davon auszahlen wollte hieß es ich hätte mehrere Accounts das stimmt aber nicht vergeblich habe ich email geschrieben 1 mal die Woche antworten die sich dann das dass Account nicht aktiviert wird mit der Begründung ich hätte mehrere Accounts auch den versuch das sie mir das belegen sollen kam keine Antwort ich bitte sie um Hilfe

Lg

Dear theplay2, 

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 any chance that someone from your household or using the same IP address has also created an account at this casino?

Have you used any VPN or IP-masking software to access the casino website?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika