Platincasino - Le vincite del giocatore vengono confiscate dopo la chiusura dell'account.

I deposited and played at PlatinCasino using my debit card. After accumulating a legitimate gaming balance, I requested a withdrawal to the same verified debit card.

I completed the KYC process as required: ID, selfie, proof of address, card statement, and card confirmation with updated address. All documents were uploaded and accepted.

On May 27, 2026, I received an email from "Vince" at PlatinCasino support. The casino announced its decision to close my account, citing its T&Cs and refusing to provide a reason. The email advised me not to open a new account, but made no mention of pending withdrawals.

The casino has the contractual right to close an account, but not the right to retain a verified balance consisting of my own deposits and legitimate winnings. Withdrawals remain pending and unpaid.

What I ask:

Paying the full balance on my verified debit card.

Tests available upon request:

Closing emails, KYC upload confirmations, withdrawal screenshots, card verification.

Ho depositato e giocato su PlatinCasino utilizzando la mia carta di debito. Dopo aver accumulato un saldo derivante da gioco legittimo, ho richiesto il prelievo sulla stessa carta di debito verificata.

Ho completato la procedura KYC come richiesto: documento d'identità, selfie, prova di indirizzo, estratto conto della carta e conferma della carta con indirizzo aggiornato. Tutti i documenti sono stati caricati e accettati.

Il 27 maggio 2026 ho ricevuto un'email da "Vince" del supporto PlatinCasino in cui il casinò comunicava la decisione di chiudere il mio account, citando i propri T&C e rifiutandosi di fornire una motivazione. L'email mi avvisava di non aprire un nuovo account, ma non faceva alcun riferimento ai prelievi in sospeso.

Il casinò ha il diritto contrattuale di chiudere un account, ma non quello di trattenere un saldo verificato composto dai miei stessi depositi e da vincite legittime. I prelievi restano in sospeso e non pagati.

Cosa chiedo:

Il pagamento dell'intero saldo sulla mia carta di debito verificata.

Prove disponibili su richiesta:

Email di chiusura, conferme di caricamento KYC, screenshot dei prelievi, verifica della carta.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Spineastefano,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru