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I blocked myself from Platincasino in 2021 and stated that I had a gambling addiction and that I would like to self-exclude permanently. When I contacted them in 2022 to see if the exclusion was permanent, I was told that I was permanently excluded. (See attached email copy)

I had a relapse in gambling two weeks ago and gambled away a considerable amount at Platincasino.

Is there any possibility of getting these money back since they have removed my block for unknown reasons?

Best regards

Dear hagberg51,

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

To better understand the situation and assist you, could you please provide more details on the following:

• Can you confirm if you used your original account or if you created a new account after your self-exclusion?
• Did you receive any notifications or communications from Platincasino regarding the status of your self-exclusion before you relapsed?
• Can you provide details on how you were able to access and gamble on the platform despite the self-exclusion?
• Have you had any recent communication with Platincasino about this issue, and if so, what was their response?

Please forward any relevant communication or documentation to petronela.k@casino.guru to assist us in resolving this matter.

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

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela!

I will try to answer your questions as best I can.

1. The account I used during the relapse was my original account that I had at the time of the ban in 2021.

2. I received message 2022 confirming that my account was permanently blocked, did you not see the pdf file I attached?

3 Since 2021, I have tried several times on the platincasino site to make settings that were denied due to the blocking, but when I tested at the beginning of August, to my surprise, it was possible to make deposits, and immediately my addiction was triggered.

4. I have written to the chat and asked why this could happen and pointed out that I am addicted to gambling and that I want my account permanently blocked once more for all time. They directed me to email support, which I did but received no response. I have emailed both the regular support and vip support without getting any response.

I am attaching some copies of my conversations with platinum casino.

Notice that they also sent me advertising after my self-exclusion.

See your email for the attached document

Mr. Andreas H******

Hejsan petronela!

Jag ska försöka svara på dina frågor så gott som jag kan.

1. De kontot som jag använde under återfallet var mitt ursprungliga konto som jag hade vid tidpunkten för blockeringen 2021.

2. Jag fick meddelande 2022 som bekräftar att mitt konto var permanent blockerat, såg du inte den pdf fil jag bifogade?

3 Jag har sedan 2021 testat flera gånger på platincasino sida att göra inställningar som blivit nekade på grund av blockeringen, men när jag testade i början av augusti så till min förvåning gick det att göra insättningar, och direkt triggades mitt beroende.

4. Jag har skrivit till i chatten och frågat varför detta kunnat ske och påpekat att jag är spelberoende och att jag vill ha mitt konto permanent blockerat ytterligare en gång för all framtid. Dom hänvisade mig till att mejla supporten vilket jag gjort men ej fått något svar. Jag har mejlat både den vanliga supporten samt vip supporten utan att fått något svar.

Jag bifogar lite kopior på mina konversationer med platincasino.

Lägg märke till att dom även skickat reklam till mig efter min självuteslutning.

Se din mejl för bifogade dokumentet

Mvh Andreas H******

Thank you very much, hagberg51, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello hagberg51,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Platincasino,

Could you possibly provide additional information regarding the failed self-exclusion and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello hagberg51,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru