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My account was blocked without any reason, and it had 2500 euros that I couldn't withdraw because of it.

I haven't received any response from support via email for weeks.

Account wurde gesperrt ohne Grund , darauf waren noch 2500 Euro die ich dadurch nicht auszahlen konnte

per E-Mail /support keine Meldung seit Wochen .

Dear x8ncqn6bnd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before the casino blocked your account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Mainly just slots

I submitted the verification, but it was still being processed.

winnings were won without an active casino bonus

Hauptsächlich nur Slots

Habe die Verifizierung eingereicht, war allerdings noch in Bearbeitung.

gewinme wurden ohne aktiven Casino Bomus gewonnen

If possible, I would prefer to pay out the 2500 euros immediately. I have tried this several times but was rejected at least 10 times.

Würde wenn möglich die 2500 Euro am liebsten gleich auszahlen , habe dies auch öfters versucht wurde aber auch locker 10 mal abgelehnt

Thank you for your reply, x8ncqn6bnd. When was the last time you contacted the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I contacted the casino this week but no response

Habe das Casino diese Woche kontaktiert , jedoch ohne Rückmeldung

Thank you very much, x8ncqn6bnd, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear x8ncqn6bnd,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Platincasino representative to join this conversation.

Dear Platincasino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi Team,

Account is very much active , Bsalance is on account and we are still waiting for foollowing proof of deposits so we can process the pay out :

"KYC: AP 2024-09-26 02:26:42 50 EUR, Skrill 2024-09-25 01:40:08 50 EUR, POD SFRT 2024-09-13 08:57:56 25 EUR, plus CC**3347 still needed as well "

Player has not sent anything for over a month .

Kindly submit the documents so we can pay out. Your account is active .

Thanks a lot!

Dear x8ncqn6bnd,

Could you please confirm, if you have been able to submit the mentioned document?

Thank you.

I have no idea how to request this code, I still can't get into my account

habe keine Ahnung wie ich diesen Code anfordern kann , komme immer noch nicht ins Konto

Dear x8ncqn6bnd,

I believe authorization codes are usually sent to e-mails or phone numbers linked to your account. Have you been able to check your inbox (spam too), or messages, if you haven't received the code?

Hi Matthias,

We have deactivated it.

Your account is active - we do not understnad why a complaint was opened here for something such trivial.

We never received an Email to support for this. Please keep in mind to first try to solve the issue with us directly before opening a complaint for something which we never looked in to before because you never contacted us.

Thanks,

They have released the account and I am now waiting for my payout.

I have tried to contact support often enough, never received an answer!!! I was also never sent an authorization code.

Sie haben den Account freigegeben und ich warte jetzt auf meine Auszahlung .

Ich habe oft genug versucht den Support zu Kontaktieren , Nie eine Antwort !!! Mir wurde auch nie ein autorisierungscode zugesendet.

Dear x8ncqn6bnd,

Could you please confirm, if you have been able to progress in your withdrawal process?

Thank you

Hi again,

We understand however Authorization codes are not sent via Emial but show on your Authenticator APP - you have activated this yourself.

Anyway pay out has been processed now 🙂

Best

Got paid out, thanks Casinoguru.

Wurde ausgezahlt , danke Casinoguru.

Dear x8ncqn6bnd,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka  

Casino.Guru