Platincasino: Denied payout

Moin,
I have the following problem with Platincasino. Just over a week ago I played with a friend at the Platincasino. The deposit was made from my Sparkasse account to his Platincasino account. At the end of the season we won 1700 euros and then paid them out. Now the problems started
The Platincasino deletes our winnings even though I submitted both of my ID, bank card, proof of address and also a letter that I agreed to the deposit, as requested by the support.
According to their statement, the terms and conditions state that payments may not be made from "third-party accounts".
But we can absolutely prove that there is no fraud or anything like that. It's unbelievable how fraudulent Platincasino is. After we submitted all the required documents, an email came from support that the prize would be cancelled.
Depositing is easy and infinitely often only winnings are not paid out. I conclude that.
Can someone help us? Is it wasted lifetime? I'm ready for a lot of things because I'm pissed off and it absolutely smells like cheating to me.
Thank you in advance

Well, to speak of fraud when it is clearly defined in the terms and conditions that third-party accounts are not allowed to be paid in, I find that very exaggerated. Support is not responsible, they only verify your account. But wait for playtime_slotti, he might be able to dig into it, but I don't think much will come of it.

First of all, thank you for the quick reply. I think you can talk about fraud there. Clearly somewhere at the bottom of the terms and conditions it is anchored that "foreigners" could not make a deposit. That is basically logical and correct.
However, the terms and conditions also state that it must be an authorized bank or payment. This is absolutely the case. Apart from that, we both have an account at Platincasino and have already paid quite a bit. There is always talk that it is clearly defined that no deposits can be made from other accounts and as long as there are no profits on the part of the player, this is easily overlooked. Otherwise, of course, an error should occur directly when making the deposit. We made a legitimate deposit and won too. Simply claiming here that a deposit from another account is not permitted is pure rip-off.
As I said, we have submitted all documents and also confirmed that we are real people.
It is also not clear to me what their terms and conditions are based on. A deposit via any x account is easily possible but not a payout? I'm sorry, there can still be so much anchored somewhere in the terms and conditions, the bottom line is rip-off. Especially since you are not explicitly made aware of it when you make a deposit.
It is so obvious that fundamentally action is taken against the player.
Briefly to the statement with the support:
I can understand that they don't have much handling there, but I was asked to confirm in writing that I had made a deposit into the said account.

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That being said, we have both Platinum Casino an account and already paid quite a bit.

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Why are you paying into the other person's account if you both have a player account there? That alone makes a casino very suspicious and you could immediately be accused of money laundering!

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A deposit via any x account is easily possible but not a payout?

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It's a well-known problem that payments are only checked by finance or security when a payment is made. A reputable casino will of course refund the deposit to the foreign account.

It doesn't matter why why why. We were with him I paid via immediate transfer. end off. - We are both real people and we won. Money laundering or the like is just so far from reality. We are talking about a deposit of 70 euros. But we won 1700 euros and that doesn't seem to suit the casino. I also don't understand how you can "protect" a casino like this. It is simply ridiculous to rely on a minimal passage that is enshrined in ridiculous terms and conditions somewhere. As I said, a data comparison should take place directly when the deposit is made. I'll probably contact the authorities. Thanks for the reply but I find it far from reality to talk about money laundering. Especially since you have to verify yourself anyway in the form of an infinite number of very questionable methods. This casino stay rip off. The theater confirms me again.
I also think where is the legal basis for their terms and conditions.
It's a pity for the time you have to invest, but I will report 100 percent and also have it checked legally. Where do we get here when casinos accept all deposits without further ado but do not pay out themselves.
What would still interest me or what makes the statement from Platincasino even more incomprehensible is the fact that I should confirm that I have made the deposit in a signed letter I wrote myself. It's all dubious from start to finish.
The deposit is of course the minimum that should be paid back. Here, too, you can see how bad everything is at Platincadino. It was refunded immediately and the entire profit was canceled immediately. Clearly new laws are needed here.

Since Platin Casino has also been following the German rules since 2021, it has become even more difficult if not impossible to clarify such things.
Unfortunately, there are always the same reasons why you get problems as a customer, although you should know better.

Since November 2021, my contact has basically stopped responding. It is very, very difficult that such violations are still regulated on a goodwill basis.

One cannot speak of fraud on the part of the casino, because everyone knows that there are rules. Even if you can assure or prove that you acted with good intentions and that it has nothing to do with money laundering or the like.

If it were a married couple who had transferred money to each other's accounts, that would be something else again.

As Spielo has already written, I don't understand why you deposit money from someone else's account.

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Posted by mrk249

A deposit via any x account is easily possible but not a payout? I'm sorry, there can still be so much anchored somewhere in the terms and conditions, the bottom line is rip-off.

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A deposit into any player account is not checked at first, this only happens when you want to withdraw money. And if the player account in question doesn't match the depositor's bank account, there are logically problems. There are verification processes for that, which are supposed to prevent exactly that.

Not only does the casino have to adhere to the strict requirements of the regulatory authorities, the customer also has to follow the rules.

It would have been easy to deposit money into a friend's bank account and then use that to deposit money into the correct casino account.

It must be clear to you that this leads to problems if you win.

I'm always willing to get involved, but I really don't see it that way, also because they immediately rejected it, despite a subsequent verification.

You may still try it through AskGamblers. Maybe they have more influence and manage to get platinum to settle this case on a goodwill basis. A responsible platinum manager may also answer there.

I don't know how you got the idea that I speak for the casino, on the contrary I can only advise everyone not to play there, which is less due to the payouts than that it works according to the new German rules, which are in mine eyes are the real deceit. I once picked out the section and it's under 3.1 and not like you say hidden or way down!

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Deposits into the player's account can be made using the payment methods available on the Red Rhino website. The name of the payment method holder (credit card, bank account or ePayment) must match that of the player account holder. If this is not the case, the corresponding amount will be returned to the payer and the deposit will be refused. Any fees incurred will be charged to the paying account.

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So I really don't understand why you are upset or blaming the casino, because as already mentioned, the blame lies entirely with you, since this rule is standard and applies in every online casino in the world. Sorry I can't say anything else!