Dear Casino Guru Team,

I am submitting this complaint regarding PlatinCasino (operated by Latiform B.V., Cura?ao license OGL/2024/163/0190).

On April 21st, 2025, I won €500 through fair and regular gameplay. I had deposited €20 of my own money that day, and I had made several other deposits in the past.

After requesting my withdrawal, the casino closed my account, stating that I had created a second player account, which violates their terms. However, I had voluntarily closed my original account a long time ago and assumed that I was allowed to register again, especially since I used a different email address and a different home address.

I did not use the same bank account or commit any fraudulent actions. I played honestly and did not exploit bonuses or any loopholes. I also did not create multiple accounts at the same time.

Despite my explanations, the casino has refused to pay out my winnings and keeps the money. I have contacted their support in a respectful and cooperative manner, but they refused to reconsider their decision and referred only to their general terms and conditions.

I believe this decision is unfair, especially because I did not try to deceive or manipulate the system.

I kindly ask for your help in resolving this case and helping me get my rightful €500 winnings.

Best regards,

Bassel A******

Dear baselar,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced with Platincasino.

To better understand the situation and move forward with the case, could you please clarify a few important details?

1. When exactly did you close your original account, and what was the reason for doing so?
2. Why did you register using a different home address this time?
3. Did you notify the casino at any point that you had previously held an account with them?
4. Could you provide any communication or screenshots of your interaction with the casino’s support team?
5. Were any bonuses involved in your gameplay at the time of the €500 win?

You can also forward any relevant communication to [email protected] so we can review them as part of our investigation.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronela,

Thank you for your quick response and your support in this matter. Please find my answers to your questions below:

1. When exactly did you close your original account, and what was the reason for doing so?

I closed my original account voluntarily in late 2023 (I don’t remember the exact date). The reason was that I wanted to take a break from online gambling and focus on other things in life.

2. Why did you register using a different home address this time?

Because I had moved to a new apartment in the meantime. The new address reflects my current place of residence.

3. Did you notify the casino at any point that you had previously held an account with them?

No, I did not. Since my old account had been closed voluntarily and I was using new contact details, I thought it was allowed to register again. I didn’t have any intention to hide or deceive anyone.

4. Could you provide any communication or screenshots of your interaction with the casino’s support team?

Yes – I have attached the relevant emails where the casino confirms the account closure and says my winnings will be withheld.

5. Were any bonuses involved in your gameplay at the time of the €500 win?

No, I played using my own deposit of €20 without any bonuses, free spins, or promotions. The winnings were made from real-money gameplay only.

I hope this helps clarify everything. Please let me know if you need any additional documents or screenshots.

Best regards,

Bassel A******

Hi baselar,

Thank you very much for your detailed answers.

Given that your original account was voluntarily closed in late 2023, you returned after more than a year of inactivity, and you won €500 purely from real‐money play without any bonuses, we believe the casino could reasonably reconsider its decision to withhold your funds.

• Could you please confirm that your previous account was not closed due to a self-exclusion request, problem-gambling measures, or any other disciplinary action? If you have any email or screenshot confirming that the closure in 2023 was purely voluntary, please forward it to [email protected].

Thank you in advance for your reply.

Dear Petronela,

Thank you very much for your ongoing support.

I confirm that my previous PlatinCasino account was closed voluntarily at my own request. It was not closed due to self-exclusion, problem gambling measures, or any disciplinary action.

Unfortunately, I no longer have access to the old email account, and therefore I cannot provide a screenshot or email confirming the voluntary closure. However, I assure you that the closure was purely voluntary without any external measures being involved.

Please let me know if you require any additional information. I am happy to assist further.

Best regards,

Bassel A******

Thank you very much, baselar, for providing all the necessary information. I will now transfer your complaint to my colleague, Branislav ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Petronela,

I hope you are doing well.

As you know, my complaint regarding PlatinCasino was forwarded to Branislav several days ago. I have followed up via email, but unfortunately, I still haven’t received any response.

I would kindly like to ask if someone else can take over the case, or if you could check with your colleague regarding the status. I’ve submitted all the necessary information, including the email proof of voluntary account closure.

I appreciate your help and hope we can move forward soon.

Best regards,

Bassel Arabieh

Hello, baselar,

Thank you for your email. I am sorry to hear about your trouble, and I apologize for the delay and for the wait. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Platincasino Team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings confiscated?

Did the casino refund the player's last deposit? If not, why?

Can we consider the user's disputed winnings accumulated legitimately? Are we talking about winnings from only real money deposits? How did he accumulate his winnings? Was any bonus used on his account? Or - what unfair advantage did he gain by playing this way, or what did he abuse?

Do I understand correctly that his first account was registered/used/closed several years ago? If so, and he did not intentionally abuse the casino's system or settings/restrictions in any way (besides creating a new account without 'ulterior motive', not gaining any unfair advantage), would the casino be able and willing to reconsider its decision and restore his winnings and/or let him withdraw them?

Did he breach other rules? If so, can you be more specific, please, and substantiate your claims and decision with relevant evidence?

Were there more than 1 other account registered and used by the complainant at Platincasino? If there were more than 1 other account, can you provide us with more details regarding the activity on these accounts?

If needed, feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear baselar,

I dare to extend the timer for the casino once again, until the end of next week (Friday). I am trying to connect with them in other ways outside the thread, giving them one more chance to comment on the matter or provide me with the requested.

However, unfortunately, if no one contacts me until the current timer expires, I will be forced to close the complaint in accordance with the information in my previous post.

Thank you for your infinite patience and understanding.

In the meantime, baselar, while I am waiting for the casino's response via email, I have a few questions for you.

Are you sure you submitted this complaint to the correct casino?

Can you provide me with the email address from which you receive emails from the casino? Can you confirm it is with the domain "@platincasino.com"?

Can you also share with me a link to the casino's website?

Although I am probably trying to connect with the correct casino representatives, I think that the correct casino does not receive email notifications of this complaint because it was submitted to the incorrect casino, and it would be great to fix it.

Thank you. Looking forward to hearing from you.

Dear Branislav,

Thank you for your message. Yes, I am 100% sure this is the correct casino.

The emails I receive are from: [email protected]

And the website I used is: https://www.platincasino.de

Please let me know if you need anything else.

Best regards,

Baselar

Thank you for the confirmation, Baselar.

Can you please additionally share with me a screenshot of the casino website, after loading it, with a visible website link and date/time in the screenshot?

I tried to load the website you mentioned, but I am unable to load the website at all, even with VPN (German IP), it redirects me to a different website, which itself is not an online casino at all. I would like to be sure about it.

In addition, although we have PlatinCasino (DE) in our list, I found some internal notes there, which rather indicate the casino is currently not working properly or at all. Also, I noticed you receive emails from the email with the domain *platincasino.com, so it could be better to connect with the PlatinCasino representatives for the general version of PlatinCasino, instead of the German version of it - I tried it last week. Currently, I am waiting for a response or more details, or relevant contacts.

Thank you.

Dear Branislav,

Thank you for your follow-up. You were right – I just checked, and the correct domain is indeed: www.platincasino.com (not .de).

I’ve attached a screenshot showing:

– the correct URL

– my login attempt

– the deactivated account message

– and the current date and time

I hope this clears up the confusion. Please let me know if you need anything else.

Best regards,

Baselar

Great, thank you very much!

I will switch it to the correct casino, resetting the timer for the correct casino representative.

However, I am already in contact with someone from PlatinCasino. I will inform you here as soon as I have something relevant.

Thank you for your patience and understanding.

Dear Casino Guru and Baselar,

We’re sorry to hear that you’re so disappointed. We understand how frustrating it can be when a balance is withheld. Please rest assured that fair and transparent treatment of all our players is very important to us.

However, we would like to point out that according to our Terms and Conditions, only one account per person is permitted. This rule was accepted during your registration. In your case, we were able to identify multiple accounts, which constitutes a clear violation of our terms.

Here are the findings from our review:

The account that was recently closed and had its funds voided was created on 2022-03-21.

A previous account was created on 2021-08-13, with a closure request made on 2022-03-22.

Another account was found, created on 2021-12-10, and it was closed due to responsible gambling concerns on 2024-02-12, along with the one mentioned above.

Due to these multiple accounts, we had to take action in line with our Terms and Conditions. The account in question was suspended on April 21, 2025, and you were informed accordingly.

We appreciate your understanding,

Your Platin Casino Team

Dear PlatinCasino Team and Casino Guru,

I now understand that I may have had two accounts active at the same time – I honestly wasn’t aware of this in that form.

However, I would like to make it clear that I had no fraudulent intent whatsoever. I only played with my own money, did not use any bonuses, and never tried to bypass or exploit any rules.

In total, I deposited around €400 before I managed to win the €500. So this was not a quick win through a bonus, but the result of fair play and real risk on my side.

If I unintentionally violated the terms and conditions, I truly apologize – it was not deliberate deception, just a misunderstanding. I acted in good faith at all times.

Therefore, I kindly ask you to reconsider your decision. As a gesture of goodwill and fairness, I ask that you either:

refund the deposits I made (approx. €400)

or

pay out the €500 winnings that I earned through fair play.

If the casino is willing to resolve this case positively, I am more than happy to:

remove my public review, or

even publish a public apology, explaining that I had no intention of breaking the rules.

Thank you for your time and understanding.

Best regards,

Baselar

Greetings all,

I am sorry for the delay.

Dear Platin Casino Team,

Thank you for your response and email. Can you please check my last email regarding the matter and provide me with the requested?

Thank you.

Dear Baselar,

In the meantime, I have a question.

You provided me with a confirmation email from one of your accounts at Platin Casino, after it was closed, dated December 4, 2021 (which the casino did not even mention above, if I understand it correctly). The casino stated above that one of the linked accounts was registered on December 10, 2021, which is only 6 days after another of your accounts was closed, as you proved via email, with the screenshot of the closure confirmation email from that account.

Can you please somehow explain how it is possible to forget about a closed account in 6 days at an online casino, if you asked for its closure yourself?

Did you inform the casino about any gambling issues at any point, and if so, when exactly and how?

Did you request a self-exclusion with any of your accounts? If so, when approximately and how did you do it?

Please note if the casino is able and willing to substantiate everything with relevant evidence, and/or if it turns out you provided us with incorrect or misleading information, and it is confirmed you knew about another account or other accounts at the casino, or altered your personal details in any way to register/deposit/play at the casino despite your first account being permanently closed (not due to gambling issues), we will be likely unable to help you further with the case.

Thank you. Looking forward to hearing from you.

Dear Branislav,

Thank you for your message and for continuing to support this case.

To clarify:

1.About the December 2021 account:

At that time, I had asked for the account to be closed, but I did not see it as a permanent or problem-gambling-related self-exclusion. I simply wanted to take a break and stop playing. I now realize that opening a new account so soon afterwards was probably a mistake, but I did not do it with any bad intent. It was not to abuse bonuses or avoid restrictions – I just wanted to continue playing.

2.No self-exclusion or gambling issues reported:

I did not mention any gambling problem to the casino when I requested the closure, and I did not request a formal self-exclusion under responsible gambling policies. I simply wrote an email asking them to close my account (as seen in the screenshot I provided).

3.No change of personal data:

I used different contact details (such as email and address), but not to deceive the casino, only because I had moved and was using a new email. My identity remained the same. I was not trying to hide or create false identities – I acted in good faith.

4.About providing incorrect or misleading information:

I assure you that I have never tried to hide anything intentionally. If any information I gave earlier was incomplete or unclear, I apologize – I am trying to be as honest and cooperative as possible.

I understand that this situation is complicated, but I kindly ask you to also consider the fact that I:

played with my own money (about €400),

did not use bonuses or promotions,

had no intention of abusing the system.

I truly hope this can still be resolved fairly, even if I made a mistake.

Thank you again for your time and understanding.

Best regards,

Baselar

Thank you for your response and additional information, Baselar, and I am sorry for the delay.

I asked the casino for more details and supporting evidence confirming their claims and decision, and I am waiting for their response. Our ruling depends mainly on the requested details and supporting evidence.

However, in the meantime, can you please provide us with the following:

• Is it possible you also asked for self-exclusion or a closure related to responsible gambling of another of your accounts, maybe in a different casino at that time (December 2021 or anytime after)? If so, what casino(s), and was it possible that such a casino (or casinos) was somehow related to Platincasino?
• We know about at least 3 accounts you registered at the casino. If you did not do it intentionally, considering the casino's system would not have allowed you to use the same email address, and it requires only an email and a phone number upon registration (which may be easily changed), why did you use different personal details (phone/email) during the registration of your 3rd (disputed) account and did not try to access the closed account.
• Since you previously provided us with a screenshot of a transaction from your payment method that should have been related to the casino and it looked like from a bank account, and the casino requires complete personal details upon this type of deposits - can you please state what main personal details (name/surname/DOB) you used in each account? Did you alter them, or did you use exactly the same personal details in each of your accounts?
• You stated that your second account was closed a long time ago, and you provided the screenshot of your request for closure (email addressed to the casino), dated in December 2021. However, according to the information from the casino above, there was a closure request of another one of your accounts a day after your disputed account was registered. Can you please explain it, and clarify how it was possible to not be aware of it at that time, or why you did not inform the casino about it?
• In your first post, you mentioned that you requested the account closure yourself and voluntarily, and that you assumed that you could have opened a new account. How does it change the situation and circumstances that you opened the third account at the casino, that it breached the casino's Terms and Conditions you accepted upon registration(s), and that you were aware of at least one of the previous accounts? Why did you not request a reopening of your previous accounts? Did you ask the casino about reopening or approval for opening a new account? If so, did the casino allow it, and can you prove it?
• Can you please tell us more about the activity on your accounts? Can you confirm you did not use any bonus on any of your accounts? What type of games do you usually prefer to play, or what type of games did you play at Platincasino?

Thank you. Looking forward to hearing from you.

Dear Branislav,

Thank you again for your detailed message and for giving me the opportunity to clarify everything. I will do my best to answer all your questions as clearly and honestly as possible:

I have not requested a self-exclusion or any closure related to responsible gambling at another casino. In December 2021, I simply asked Platincasino to close my account because I wanted to take a break from gambling. I have never requested an official self-exclusion at Platincasino or at any connected casino.

When I created the third account, I simply opened a new one. I did not know that this could be a problem. I no longer had the password for my old account, and I thought it would be easier to just open a new account rather than trying to recover the old password or contact support.

Regarding personal details (name, surname, date of birth): I have always used my real and correct personal details across all of my accounts. I have never changed my name, surname, or date of birth — all accounts were opened with my real identity.

Regarding the other account that was closed one day after registering my current account: I honestly cannot explain this. I was not aware of this at the time. It may have been an automated closure by the casino or linked to a previous request, but I did not intentionally manage this or knowingly have accounts in parallel. If the casino can provide more information, I will gladly review it.

I assumed that after a voluntary account closure, it would be allowed to open a new account after taking a break. I did not explicitly ask the casino for permission to open a new account, nor did I receive approval for it. I now understand that this was a mistake — but it was not done with any bad intention.

I can confirm that I did not use any bonuses on my third (disputed) account. I also do not remember using any bonuses on my previous accounts. I mostly played Blackjack and regular slots — those are the games I usually played at Platincasino.

I would like to emphasize again that I never tried to deceive the system or take any unfair advantage. I acted in good faith and truly regret that the situation has now become so complicated.

Thank you very much again for your time and understanding. I hope my answers will help to clarify everything.

Best regards,

Baselar

Greetings all,

Thank you for the explanation, Baselar. Unfortunately, some things make no sense anyway, and there are discrepancies between the details I received from the casino and your claims. In addition, even if you do not remember some things, it does not mean you did not violate the casino's rules or that it excuses you from the validity of the terms and conditions you accepted upon registration(s).

Anyway, I am switching the timer to the casino, waiting for a few more details requested outside the thread.

I sincerely hope that next time, I will get back here with the clear results of our investigation and the final ruling regarding the matter.

Thank you for your patience and understanding.

Dear PlatinCasino Team,

Please check my last messages outside the thread. Can you please additionally provide me with the requested details?

Thank you.

Hello Branislav,

We replied to your last messages outside the thread on Tuesday, 24th of June.

Thank you,

Your Platin Casino Team

Greetings all,

Thank you, dear PlatinCasino representative, for your messages, additional details, as well as for pointing out the delay in my response.

To be honest, if everything relevant and in sufficient form had been provided at the beginning, the case could have been closed a long time ago.

Dear Baselar,

Unfortunately, after gathering all the necessary information and details from the casino regarding your 3 accounts, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions in several ways. I would like to clarify our ruling in the following points:

• Although your first account was closed based on your request, it was definitely not done as a temporary solution or a break. You literally requested a permanent closure of your account. Therefore, you were not allowed to create any new account at the casino or play there without the casino's permission, which you did not get. It is basically not so relevant what you thought.
• Considering the details and data from your accounts, at least the second account was already registered despite the closure of the first account a few days earlier, which strongly indicates that it was not unintentional, and that you did this with full knowledge of the existence of the previous account and its permanent closure (requested by yourself).
• Although you referred several times that you played only with your real money balance and did not use any bonus to accumulate your disputed winnings, bonus abuse is not the only reason or possible abuse that could mean a breach or an unfair advantage gained in multiple accounts cases at all, and you will understand it by reading next point(s).
• Regardless of it being done intentionally/knowingly or not, you bypassed the casino's system security restrictions by the way you filled out your account profiles. The data from the casino confirmed that you altered your personal details in your accounts (name and surname wording/format). In addition, since you used additional personal data that was not used in any of your previous accounts, the casino had no chance to detect multiple accounts earlier than upon the KYC/withdrawal, or additional manual checks of your disputed account. By doing this, you made the detection on the casino's side impossible.
• Last but not least, based on all the previous points - providing incomplete/misleading information during the complaint resolution process.

Under all the given circumstances, unfortunately, the casino has no legal right to refund your deposits (certainly not any of the previous deposits you lost by playing at the casino) or pay out your winnings, and they are considered invalid.

The casino acted in accordance with its terms and conditions you accepted upon registration(s).

You could contact the casino regarding a refund of your last deposit, but as I mentioned, after our findings, we will not push the casino to refund it, and it is completely up to the casino if it decides to refund your deposit at all. Maybe an update of any negative public review could help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states any on its website.

Thank you, PlatinCasino Team, for providing information and for your cooperation.

Best regards,

Branislav, www.kpvfaw.com