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Subject: Complaint – Account Automatically Deactivated After Deposit (€100) – Refund Request

Hello Casino Guru Team,

I would like to file a complaint against a casino regarding an unfair and suspicious situation.

After I registered and entered my personal details, my account was automatically deactivated by the system without any warning or explanation. However, despite the account being deactivated, my €100 deposit via credit card was still processed successfully.

This means the casino blocked my account but still accepted my money, which is completely unacceptable.

I did not violate any terms, and the deactivation happened instantly after entering my data. I was not given any opportunity to use my account or withdraw my funds.

Details:

Email: [removed by casino.guru admin]

Deposit: €100 (credit card)

The casino is currently holding my money without justification. If they choose to deactivate my account, they are obligated to refund my deposit immediately.

This behavior raises serious concerns about fairness and possible abusive practices.

I kindly ask for your assistance in resolving this issue and ensuring that I receive my full refund as soon as possible.

Thank you for your support.

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 Platinumslots Casino.

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

• Could you please specify the date of the incident?
• Which payment method have you used for the deposit? Could you please confirm the payment method was in your name?
• Could you please share with me your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Hello Tomas,

Thank you for your feedback.

Here is the requested information:

– Date of the incident: April 24, 2026

– Deposit amount: €100

– Payment method: Credit card

– Payment method in my name: Yes

The incident occurred immediately after registration. After I entered my personal data, my account was automatically deactivated by the system – without warning or explanation.

Despite the deactivation, my €100 deposit was successfully processed. This means that the casino blocked my account but accepted my money.

I have already sent an email to casino support, but have not yet received a reply.

Unfortunately, live chat is not possible, as it is only available when logged in. Since my account has been deactivated, I no longer have access to this feature.

I have already sent you all relevant information and proof of payment via email. For your records, I am also making the information available again here in the complaint thread.

I did not violate any terms of service, and the account was blocked immediately after I entered my data.

In my view, this behavior is unacceptable. If an account is deactivated, no deposit should be accepted, or any deposit must be refunded immediately.

I ask for your support so that I can get my €100 back as soon as possible.

Thank you.

Hallo Tomas,

vielen Dank für Ihre Rückmeldung.

Hier sind die angefragten Informationen:

– Datum des Vorfalls: 24.04.2026

– Einzahlungsbetrag: 100 €

– Zahlungsmethode: Kreditkarte

– Zahlungsmethode auf meinen Namen: Ja

Der Vorfall ist direkt nach der Registrierung passiert. Nachdem ich meine persönlichen Daten eingegeben habe, wurde mein Konto automatisch vom System deaktiviert – ohne Vorwarnung oder Erklärung.

Trotz der Deaktivierung wurde meine Einzahlung in Höhe von 100 € erfolgreich verarbeitet. Das bedeutet, dass das Casino mein Konto gesperrt hat, aber gleichzeitig mein Geld angenommen hat.

Ich habe bereits eine E-Mail an den Casino-Support gesendet, jedoch bisher keine Antwort erhalten.

Ein Live-Chat ist leider nicht möglich, da dieser nur verfügbar ist, wenn man eingeloggt ist. Da mein Konto deaktiviert wurde, habe ich keinen Zugriff mehr auf diese Funktion.

Zusätzlich habe ich Ihnen alle relevanten Informationen sowie den Zahlungsnachweis bereits per E-Mail an Ihre Adresse gesendet. Zur Sicherheit stelle ich die Informationen hier im Beschwerde-Thread nochmals zur Verfügung.

Ich habe gegen keine Nutzungsbedingungen verstoßen, und die Sperrung erfolgte unmittelbar nach Eingabe meiner Daten.

Aus meiner Sicht ist dieses Verhalten nicht akzeptabel. Wenn ein Konto deaktiviert wird, darf keine Einzahlung angenommen werden bzw. muss diese umgehend zurückerstattet werden.

Ich bitte um Ihre Unterstützung, damit ich meine 100 € schnellstmöglich zurückerhalte.

Vielen Dank.

Thanks for your reply.

Have you received any response from the casino since your last post?

Kindly share your attempts to contact the casino via email. make sure the date, the recipient and the sender are visible. Forward the emails to my email at tomas@casino.guru for review. Please include any responses you received, automated or sent from live support agents as well.

Thanks in advance for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear benzj044,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas