Platincasino - Spillerens konto er blokeret.

My account was blocked and the payment canceled because I made a deposit using my friend's Neteller account ....

but he was able to verify himself completely and authorized me in writing to use the account ...

further reason was that there was a second account (from my friend) but this was set up at a completely different address a long time ago ...

in the general terms and conditions of the casino only the use of bank accounts and credit cards from third parties is prohibited.

In addition there is the verification of third party e-wallets as options in the document upload. That is clearly misleading.

at other casinos the use of the Neteller account was not a problem after the owner's written approval ...

Mein Account wurde gesperrt und die Auszahlung storniert weil ich mit dem Neteller Account meines Freundes eingezahlt habe....

der hat sich aber komplett verifizieren können und mir die Nutzung des Kontos schriftlich autorisiert...

weitere Begründung war das ein zweites Konto bestehe (von meinem Freund) aber dieses wurde schon vor längerer Zeit an einer komplett anderen Adresse eingerichtet...

in den agb des Casinos ist auch nur nur die Benutzung von Bankkonten und Kreditkarten von dritten untersagt.

dazu kommt das im Dokumenten Upload die Verifizierung von e wallets Dritter als Optionen vorgegeben sind. Das ist eindeutig irreführend.

bei anderen Casinos war die Nutzung des Neteller Accounts nach schriftlicher Genehmigung des Inhabers kein Problem...

Dear Mophet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.platincasino.com/en/support/terms-and-conditions.html:

„Deposits can be made into the account by the payment methods that are available on the Red Rhino website (Red Rhino Ltd – the owner of the website). The name on the credit card or the bank transfer should be identical to that of the player receiving the funds. If this is not the case, the deposit will be rejected and the funds paid back. Any charges levied by the banks/payment gateways will be deducted from the reversed amount."

As you mentioned, this applies to card and bank transfers only and those deposits should be rejected and paid back.

However, when I have opened an account and wanted to verify it, I found this https://www.platincasino.com/en/profile/verify.html:

"Verification of payment method

legible bank or credit card statement stating your address (amounts covered)

copy of your credit or banker’s card (please cover your CVV and the first 12 digits of your credit card number)

screenshot of your Skrill or Neteller accounts (stating your name and account ID)"

Moreover, your case is a bit more complicated as your friend has an account in this casino too. Could you please advise if you, or your friend, have redeemed any Welcome bonuses? Please forward any relevant communication to petronela.k@casino.guru.

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

Hello

First of all, thank you for your efforts and offering support in such cases ...

fat praise for it ...

yes my friend definitely took bonuses ...

he doesn't play that much at the moment ...

I also pointed this out to the casino support during the verification process and they repeatedly requested additional documents and evidence, authorizations etc. which I have provided.

Then my account including the payment and payment method was initially completely released and approved so that I could even request the payment and of course I was very happy ...

then the payment was canceled without warning and my account blocked ... on request this was justified with the use of the Neteller account ...

so somehow very bad and arbitrary

thanks again for your help

best regards

melli

Hallo

erstmal vielen Dank das ihr euch so schnell bemüht und überhaupt in solchen Fällen Unterstützung anbietet...

fettes Lob dafür...

ja bestimmt hat mein Freund auch Boni in Anspruch genommen...

er spielt ja auch aber zur Zeit nicht so viel...

ich hatte aber auch während der Verifizierung den Casino Support darauf hingewiesen und die haben mehrere Male weitere Dokumente und Nachweise, autorisierungen etc verlangt welche ich alle erbracht habe.

dann wurde mein Account inklusive ein und auszahlungsmethode auch zunächst komplett freigegeben und bewilligt so dass ich sogar die Auszahlung anfordern konnte und mich natürlich sehr gefreut hab...

dann wurde ohne Vorwarnung die Auszahlung storniert und mein Account gesperrt... auf Anfrage wurde das mit der Benutzung des Neteller Account rechtfertigt...

also irgendwie sehr mies und willkürlich

nochmal danke das ihr Hilfe leistet

beste Grüße

melli

Thank you very much Mophet for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Mophet,

I'm taking over your complaint. As Petronela mentioned before, your case is quite complicated since your friend also has an account in the casino and accepted bonuses. You should never use other people's bank accounts or e wallets to register in any casinos. Most of the casinos suspect a fraud and it only causes problems. I can't guarantee a positive result, but I will contact the casino and see what can be done.

Hi Mophet,

I received an email from a casino rep. The result is as expected - you will not receive the full amount of your winnings. However, the casino will refund your deposits. Please let me know if you got the deposits back.

Dear Mophet,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Got the deposit refund ... after all. thanks for that

Habe die Erstattung der Einzahlung erhalten... immerhin. Danke dafür

Hi Mophet,

That's good news. I'm glad to hear you got your deposit back. I will now mark the complaint as 'resolved' in our system. 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