Lost €24,000 While Unverified on Platincasino – No KYC, No Limits, No HelP

[Joehan88]

Hi everyone,

I’m posting here to share my experience with Platincasino in the hope of getting support or advice – and possibly help others avoid what happened to me.

On June 3, 2023, I deposited and lost €24,000 on Platincasino. After the session ended, I received an automated email from their system saying:

“As long as your player account has not been verified, a deposit limit will be set to €150.”

That was the first time I realized my account hadn’t even been verified.

Despite this, the platform allowed me to deposit far beyond their own stated limit – 160 times more than what should’ve been allowed for an unverified account. There was no identity check, no source of funds request, and no intervention, even after obvious red flags like asking for a bonus after losing €6,000.

This is not about chasing a loss. It’s about a platform failing to follow basic compliance rules meant to protect players – especially vulnerable ones. I had even previously mentioned my gambling problem to their support team, yet no action was taken.

I’ve now submitted a formal complaint through AskGamblers and prepared to escalate further if needed. But I’d really appreciate any advice from people here who:
Have dealt with Platincasino before
    •    Know how to get through to them
    •    Have successfully claimed a refund in similar cases
    •    Know the most effective channels (MGA, Curaçao GCB, ECC etc.)

I have full documentation (emails, screenshots, account logs) and I’m happy to share more details privately with anyone willing to help.

Thanks in advance – even just sharing or replying helps keep this visible.
I want accountability not just for myself, but for others who might go through something similar.

[cocopop3011]

9 hours ago, Joehan88 said:

Hi everyone,

I’m posting here to share my experience with Platincasino in the hope of getting support or advice – and possibly help others avoid what happened to me.

On June 3, 2023, I deposited and lost €24,000 on Platincasino. After the session ended, I received an automated email from their system saying:

“As long as your player account has not been verified, a deposit limit will be set to €150.”

That was the first time I realized my account hadn’t even been verified.

Despite this, the platform allowed me to deposit far beyond their own stated limit – 160 times more than what should’ve been allowed for an unverified account. There was no identity check, no source of funds request, and no intervention, even after obvious red flags like asking for a bonus after losing €6,000.

This is not about chasing a loss. It’s about a platform failing to follow basic compliance rules meant to protect players – especially vulnerable ones. I had even previously mentioned my gambling problem to their support team, yet no action was taken.

I’ve now submitted a formal complaint through AskGamblers and prepared to escalate further if needed. But I’d really appreciate any advice from people here who:
Have dealt with Platincasino before
    •    Know how to get through to them
    •    Have successfully claimed a refund in similar cases
    •    Know the most effective channels (MGA, Curaçao GCB, ECC etc.)

I have full documentation (emails, screenshots, account logs) and I’m happy to share more details privately with anyone willing to help.

Thanks in advance – even just sharing or replying helps keep this visible.
I want accountability not just for myself, but for others who might go through something similar.

Hello and welcome to the forum.  Do you have a screenshot of that term you can post for us please?

[Joehan88]

 

[cocopop3011]

39 minutes ago, Joehan88 said:

 

I think we need some clarification on whether this means your accumulative deposits cannot exceed 150 EUR or you can't deposit more than 150 EUR in one transaction. Have you had any clarity on this that you can post for us please?

[cocopop3011]

It's best that we have all this information ahead of opening a complaint.

[cocopop3011]

47 minutes ago, Joehan88 said:

 

I have just read the terms and conditions but can't find it anywhere. Is this an email you received?

[Joehan88]

Yes. It’s an email I received. From them. 

it’s a deposit limit. 

 

 

[Joehan88]

I submitted a complaint. 

[cocopop3011]

If it’s only referring to a single deposit you can make which is a deposit limit then you might not get your refund. Did you deposit over 150 in a single transaction? 

[Joehan88]

here are my deposits that morning.

 

PlatinCasino

• €1500
• €1500
• €1500
• €1000
• €1000
• €1000
• €800
• €800
• €800
• €700
• €700
• €700
  Subtotal: €12,000

Buumi.coM

• €900
• €900
• €700
• €500
• €500
• €400
•  Subtotal: €3,900

Joker.io

• €700
• €700
• €700
• €600
• €600
• €500
• €500
• €500
• €400
• €400
• €400
• €300
• €300
• €300
• €200
• €200
• €200
• €100
• €100
• €100
• €98
  Subtotal: €7,898

 

 

Koi casino - 

 

4 100 euro  

 

 

Total Deposited (Unverified and self excluded account): €27,798

 

[Joehan88]

16 hours ago, cocopop3011 said:

Hello and welcome to the forum.  Do you have a screenshot of that term you can post for us plea

1 minute ago, cocopop3011 said:

If it’s only referring to a single deposit you can make which is a deposit limit then you might not get your refund. Did you deposit over 150 in a single transaction? 

Yes, obviously. 

[cocopop3011]

2 minutes ago, Joehan88 said:

Yes, obviously. 

Well not obviously because you never explained that until the previous post  

[cocopop3011]

8 minutes ago, Joehan88 said:

I submitted a complaint. 

Okay please let our complaints team now deal with this. Let us know what happens. Good luck! 

[Joehan88]

They declined. 

[cocopop3011]

1 hour ago, Joehan88 said:

They declined. 

What reason did they give please? 

[Joehan88]

1 hour ago, cocopop3011 said:

What reason did they give please? 

After careful consideration of your case, AskGamblers Complaint Team reached to the conclusion that you must forward the dispute in front of the relevant Gambling Authority directly as they are the only competent authority to conduct proper investigation and reach to justified decision whether there was any breach of the regulatory requirements or not.