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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,

since 04.10.23, Platincasino.com is operated by Latiform B.V. and a migration happened of all Accounts.

Since this migration the platform is running under a new license.

After the player contacted us and mentioned gamble addiction, the account is on suspend and as soon as his email with the closure request was processed, the account was permanently closed.

Unfortunately, we can't offer a refund as the service has already been fully used and there is no balance left on the account. Our company is licensed in Curaçao and meets all legal requirements for operating our service.

The player was informed about it via email as well.

The case is therefore closed from our end.

Thanks

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

Dear hagberg51,

Just to confirm, do I understand correctly that you were able to log in to your account that was supposed to be permanently closed? Or did you create an entirely new account, but with the same information?

Hi Michael.

It is true that I was able to log in to the account that would have been blocked..

They claim that any email sent to me has not happened

Hej Michael.

Det stämmer att jag kunde logga in på de kontot som skulle varit spärrat..

De dom påstår att något mejl skickat tills mig har inte skett

So the games have gone through the same account that I blocked permanently in 2021

Alltså har spelen gått via samma konto som jag blockerade permanent 2021

Dea Platincasino,

Can you explain to us why was the player able to log in to his account that was supposed to be permanently closed, with no possibility of reopening?

Hello,

since 04.10.23, Platincasino.com is operated by Latiform B.V. and a migration happened of all Accounts.

Since this migration the platform is running under a new license.

After the player contacted us and mentioned gamble addiction, the account is on suspend and as soon as his email with the closure request was processed, the account was permanently closed.

Unfortunately, we can't offer a refund as the service has already been fully used and there is no balance left on the account. Our company is licensed in Curaçao and meets all legal requirements for operating our service.

The player was informed about it via email as well.

The case is therefore closed from our end.

Thanks

Dear Platincasino,

Migration of accounts is not considered by us as a valid reason for canceling a permanent self-exclusion of a player's account. If all of the accounts were migrated, then the database of self-excluded and banned accounts should be migrated as well. The player did not deliberately try to bypass the responsible gambling measures employed by you, nor did he try to create another account. Therefore, we believe that the player should be refunded all of the deposits that they made after his account was reopened.

Hello. I don't know if this has any significance but I have excluded myself from other casinos with a Curaçao license.

Etc. Andreas

Hejsan. Jag vet inte om detta har någon betydelse men jag har uteslutit mig själv från andra casinon med Curaçao licens.

Mvh Andreas

Hello,

as stated already before, the player has to contact the previous casino owner directly.

Please see above.

Thanks,

Hello!

I wonder what the next step is as platincasino doesn't want to take responsibility?? Will you proceed with the case and if so how?? Will you lower your rating on this criminal casino?? Is there any possibility to contact the regulatory authority in curaçao and complain that way?

Etc. Andreas

Hej!

Jag undrar vad nästa steg är eftersom platincasino inte vill ta sitt ansvar?? Kommer ni gå vidare med ärendet och isåfall hur?? Kommer ni att sänka ert betyg på detta kriminella casino?? Finns det någon möjlighet att kontakta tillsynsmyndigheten på curaçao och klaga den vägen?

Mvh Andreas

I want to clarify that my gaming account was not unblocked in the fall of 2023 as platincasino claims, the unblocking took place after January 2024!

Etc

Jag vill förtydliga att mitt spelkonto inte avblockerades hösten 2023 som platincasino påstår, avblockerinen har skett efter januari 2024!

Mvh

Dear Platincasino,

Why would the player need to contact the previous owner? The important thing here is that the player is not the one who is responsible for the reopening of his account, therefore he should be reimbursed by Platincasino, no matter who the current owner is. The player was not informed by any way whatsoever, that his self-exclusion had been lifted, or that he needed to apply for self-exclusion once again.

Therefore, we insist that the player should be compensated.

Are you willing to change your stance and reimburse the player?

Dear Michal,

Thank you for your message.

We would like to clarify a few important points regarding the situation. When the previous company ceased operations, all players were duly informed about the closure. Self Excluded Players made an active decision to log in and re-register with the new operator. During this process, they were presented with the new terms and conditions, including the terms of the new license holder, which they had to accept in order to proceed.

As the player in question chose to log in and register under the new terms, their self-exclusion with the previous operator did not automatically carry over. It is also important to note that we strictly adhere to our regulatory obligations, and players are responsible for applying for self-exclusion under the terms of the new license.

Given that the player actively registered again and accepted the new terms and conditions, we do not believe reimbursement is appropriate in this case. However, we remain open to reviewing any additional information the player may wish to provide.

Thank you for your understanding.

Best regards,

I want to clarify that I was not asked to register again; my old account remained with all previous information. This has created confusion and concern.

The fact that my self-exclusion was not respected has caused me great mental suffering. Over the course of a few days I have experienced a manic episode which has been extremely stressful. I have struggled with gambling addiction and have taken active steps to protect myself. Having my account reopened without my knowledge has aggravated my situation and caused me considerable distress.

I have also tried several times to contact Platincasino via email without receiving any response. In addition, you have not complied with my request for a record extract according to the GDPR, which I believe is important to gain insight into how my data has been handled during this migration.

I suggest that a settlement can be reached between me and the casino to resolve this situation. If you do not agree to this, I will unfortunately have to report the matter to Curacao eGaming and the supervisory authority for GDPR.

I hope you can reconsider your position and consider the impact this has had on me as a player.

Thank you for your understanding.

Kind regards

Jag vill klargöra att jag inte blev ombedd att registrera mig på nytt; mitt gamla konto fanns kvar med alla tidigare uppgifter. Detta har skapat förvirring och oro.

Det faktum att min självuteslutning inte respekterades har orsakat stort psykiskt lidande för mig. Under loppet av några dagar har jag upplevt ett maniskt insjuknande som har varit extremt påfrestande. Jag har kämpat med spelberoende och har tagit aktiva steg för att skydda mig själv. Att mitt konto återöppnades utan min vetskap har förvärrat min situation och orsakat betydande ångest.

Jag har även försökt flera gånger att kontakta Platincasino via mejl utan att få något svar. Dessutom har ni inte följt min begäran om ett registerutdrag enligt GDPR, vilket jag anser är viktigt för att få insyn i hur mina uppgifter har hanterats under denna migrering.

Jag föreslår att en förlikning kan nås mellan mig och casinot för att lösa denna situation. Om ni inte går med på detta kommer jag tyvärr att behöva anmäla ärendet till Curacao eGaming samt tillsynsmyndigheten för GDPR.

Jag hoppas att ni kan ompröva er ståndpunkt och att ni tar hänsyn till den påverkan detta har haft på mig som spelare.

Tack för er förståelse.

Med vänlig hälsning

Dear Platincasino,

Thank you for providing additional information and insight into this case. Do I understand correctly that if a player was self-excluded with the previous owner, and if he had tried to log in with the new operator, they would use the same information for logging in, and after this, they would be presented with the popup of some sort, that would inform them of this change, and they would be required to agree to the new terms & conditions, which would allow them to open their account?

Dear Hagberg,

Thank you for reaching out to us and for sharing your concerns. We deeply regret the distress this situation has caused you and take your feedback very seriously. Please allow us to address each of your points.

Account and Self-Exclusion: We sincerely apologize if there has been any confusion regarding your account status. We fully understand the importance of respecting self-exclusion measures, particularly for players dealing with gambling addiction. Ensuring your safety is a priority, and we regret that our processes have fallen short in this case. We will immediately investigate how your account was reopened and take corrective action to prevent this from happening again- if you have not agreed to any new terms and did not register new details, this should not have happened.

Communication: We apologize for the delay in responding to your emails. We aim to provide prompt customer support, and it’s clear we didn’t meet that standard here. We are reviewing your GDPR request for a record extract and will ensure that this is processed as a matter of urgency. However GDPR Requests take up to 30 days .

Settlement Suggestion: We appreciate your suggestion regarding a settlement and understand the gravity of the situation. We are committed to resolving this matter in a fair and transparent manner and will reach out to you directly to discuss a resolution that addresses your concerns.

Please be assured that we are taking immediate steps to address the issues you have highlighted. Our team will be in contact with you as soon as possible to provide further assistance and support.

Once again, we apologize for the distress caused, and we thank you for your understanding and patience as we work to resolve this situation.

Sincerely,

Dear Platincasino,

Thank you for your answer and also your willingness to help the player. Please, keep me informed in this thread.

Dear Hagberg,

I sincerely hope that you will come to a successful resolution with the casino. Please, keep me informed in this thread with any and all updates.

Hello!

I received an email from them where they asked for my bank account with iban as they needed to verify it before they started the refund.

I sent this information on 6/10 but no money has been refunded after that, nor do they answer my question if they can verify that they received this information. It has been completely silent from them since then..

Etc

Hejsan!

Jag fick ett mejl av dom där dom frågade efter mitt bankkonto med iban då dom behövde verifiera det innan dom startade med återbetalningen.

Jag skickade dessa uppgifter 6/10 men inga pengar har återbetalats efter de, dom svarar inte heller på min fråga om dom kan verifiera att dom mottagit dessa uppgifter. Det har varit helt tyst ifrån dom sedan dess..

Mvh

Dear Platincasino,

Can you give us an update regarding the refund?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Team,

We wanted to address some recent comments made by the user and provide a clear overview of our interactions to clarify any misunderstandings.

Firstly, we have maintained consistent communication with himthroughout the entire process. Our records show the following timeline:

Document Request: We initially requested specific documents to verify the account.

Review Update: Once the documents were submitted, we informed him thhat their account was under review, this may have taken few days yes.

Refund Request Timing: Following the review, we promptly updated on when they could proceed with their refund request.

We processed the withdrawal on our side, and it has been completed. Given that it was made to a credit card, there can sometimes be additional processing time depending on the financial institution’s procedures.

If any issues arise, we will contact the user directly to resolve them promptly. We are committed to providing a reliable and transparent experience for all our players.

Thank you,

I want to update you on how things are going. Platincasino asked me at the beginning of the week to log into my account and request a withdrawal from there. Platincasino had refunded the money to my gaming account, and when I try to make a withdrawal, it is denied for an unknown reason. I have tried emailing them several times without receiving any response.

Thank you, Platincasino for the provided update.

Dear hagberg51,

Do I understand correctly that the withdrawal request was unsuccessful and the funds are still in your casino account?

Hi Team,

As stated in my Email before - it could be the credit card does not accept the funds- its not in our hands .And there was weekend in between so not sure why its stated we do not reply.

Your credit card does not accept that amount - so can you request them in smaller amounts ? like three times 1000 Euro or else to Bank account please?

We are doing everything to help here and not sure why we should intentionally reject them .

Thanks!

Given that you blocked my account with you again on Monday, it will be difficult for me to request a smaller withdrawal or try another card.

You informed me on Monday via email that you placed a separate order to make a bank transfer, at the time of writing the money has not arrived in my account.

Etc

Med tanke på att ni åter spärrade mitt konto hos er i måndags blir det svårt för mig att begärna mindre utagg eller testa ett annat kort.

Ni informerade mig i måndags via mejl att ni lagt en separat uppdrag att göra en banköverföring, i skrivande stund har pengarna ej kommit till mitt konto.

Mvh

Hi,

We are contantly messaging on different tools, here and via our internal system and keeping you updated.

I informed you already that our accounts team has been informed to do a sepa transfer because credit cards did not go through - i followed up this morning and pushed to do it faster- nothing more i can do now.

I also like to add that as a casino agreeing to refund and until final pay out normally can take up to 4 weeks. we have no responisibilty to do it as fast as possible or within few days as hard as it might sound. its not a normal pay out and goes through different departments.

Once they have done it, you will be informed.

Dear Platincasino,

We will be patiently waiting for your updates.

Following our previous correspondence, the casino has refunded some of my deposits, but it is important to note that the refund has only been made to one of my three cards. I assume they have only paid out to this card, but it is difficult for me to check as the casino has not given me the requested record statement.

This refund only covers a portion of my deposits, and I have not received any compensation for the emotional distress and financial problems their actions have caused me. In addition, the casino has ignored my request for a permanent ban due to gambling addiction and reopened my account without my knowledge.

I am still dissatisfied with the way my request for a records extract has been handled. I requested this record extract in August 2024, and according to GDPR the casino has an obligation to process such requests within 30 days. It's now well past that time limit, and I still haven't received a response. Since this has dragged on for a long time, I cannot bear to continue this discussion.

Due to the lack of response and handling of my GDPR request, I will therefore report the matter to IMY. I could have considered a settlement if the casino is willing to pay me 2000 euros as compensation for the inconvenience caused by their actions.

Without such compensation, I will proceed with my report.

etc

Efter vår tidigare korrespondens har casinot återbetalat en del av mina insättningar, men det är viktigt att notera att återbetalningen endast har skett till ett av mina tre kort. Jag antar att de enbart har betalat ut till detta kort, men det är svårt för mig att kontrollera eftersom casinot inte har gett mig det önskade registerutdraget.

Denna återbetalning täcker enbart en del av mina insättningar, och jag har inte fått någon kompensation för det psykiska lidande och de ekonomiska problem som deras agerande har orsakat mig. Casinot har dessutom ignorerat min begäran om permanent uteslutning på grund av spelmissbruk och återöppnat mitt konto utan min vetskap.

Jag är fortfarande missnöjd med hur min begäran om ett registerutdrag har hanterats. Jag begärde detta registerutdrag i augusti 2024, och enligt GDPR har casinot en skyldighet att behandla sådana förfrågningar inom 30 dagar. Det har nu passerat denna tidsgräns med råge, och jag har fortfarande inte fått något svar. Eftersom detta har dragit ut på tiden orkar jag inte fortsätta denna diskussion.

På grund av den bristande responsen och hanteringen av min GDPR-begäran kommer jag därför att anmäla ärendet till IMY. Jag hade kunnat överväga en förlikning om casinot är villigt att betala mig 2000 euro som kompensation för den olägenhet som uppstått till följd av deras agerande.

Utan en sådan kompensation kommer jag att gå vidare med min anmälan.

mvh

Dear Team,

We have paid all the deposits back.

All of it so not sure what the user is refering to.

The refund was done back to his bank account, not one of the cards. The intentions after all this messages to push to pay faster and now requesting more after 3 days,seem to be clear and we will not engage in more communication.

ALL his deposits were paid back. In regard to GDPR Request on October 15 th we sent an email and never received a reply.

Thanks

Dear hagberg51,

Let me remind you that you should be entitled to a refund of your deposits made during the specified time period of the self-exclusion process. We can not take into account terms like "emotional distress and financial problems" because these can not be quantified in any way and there are no factual bases to put these claims on. Therefore, only the deposits are contested in this case.

The casino claims that all of your deposits for the said period were returned to you, but you claim not all of your deposits were refunded. Can you send us proof of how much you received and how much you deposited?

Dear hagberg51,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.