Help center


1. I registered, but I didn`t receive a confirmation email. What happened and what should I do?

Sometimes, emailing servers send confirmation emails to spam or junk folders instead of your inbox by mistake. Take a look at these folders, if you still cannot find anything please contact our support team at [email protected] or via “LiveChat” button on the website.

2. Is registration with Platincasino really for free?

Yes, registration with Platincasino is free. Platincasino does not take any hidden fees when registering, depositing, or withdrawing on our site.

3. Do I have to register an account to play your games?

No. Anyone can try out our games with "play money", even without registering! Just choose the game you want to play and get started right away. This does however mean that any winnings are in play money and cannot be taken out.

4. How do I use a bonus? And what is a wagering requirement (wager)?

A deposit bonus is activated by entering a bonus code in the appropriate field when you deposit or automatically when you deposit. Once the money is deposited in your account, the bonus will also be added. This is when the fun starts!

All bonuses come with wagering requirements which is the number of times you need to bet your deposit or bonus amount. For instance, a welcome bonus can have a wagering requirement of 40 times, so if you deposit €50 you get €50 in bonus money and you will need to play for €4,000 (€100 times 40). Remember: bonus money can only be used in our slots. Some games are restricted to bonus money stakes, you can see them here.

5. How do I get my hands on a deposit bonus?

Deposit bonuses are often sent out as rewards to our loyal players or to celebrate an event or holiday. Deposit bonuses will be announced in advance via our newsletter, PlatinNews, and our social media channels. You can also find current active offers on our promotions page. Make sure to sign up for PlatinNews and follow our social channels to keep updated!

6. Where can I find bonuses and other promotions?

All our ongoing promotions are found on the promotion page which is easily accessible. Simply click the three lines button at the top left and then ‘Promotions’. Or click here to see what is going on right now.

7. Do you have a welcome bonus for new customers?

We sure do! Information about our welcome offer can be found on our promotions page.

8. I am a little worried: is there a chance you are able to affect my gaming results?

All games we offer are provided straight from the developers, also known as game providers, who are ultimately in control of the game’s mathematic and logic. We, as the casino provider, are unable to change anything and we cannot influence who wins or loses - for the game itself, nor for any single player.

All games are controlled by a Random Number Generator (RNG) which calculates every single game round mathematically, and the theoretical share of all games is presented in the information or rules tab. To find this information for each game, you need to find the game rules tab which is usually found under the “?” on each game. Information about this topic will be found under the acronym ‘RTP’ (Return To Player – the average profit share for the player in percent of his bet amount).

For example: The RTP is at 96.27%, which means that for a bet amount of €100, €96.27 will be credited back to the player’s account as a win on average.

9. Are there any instructions for your games?

All games have descriptions and instructions, which can be easily found within the game itself. The symbol used to find the information varies from provider to provider, for many of them you will find a “?” or an “i” symbol on the screen, for others you need to open the game’s paytable before clicking the “i” button.

10. Do I need any software to play your games?

No software is required to play our games due to the fact that games these days are in html5. For this reason, you would just require an up-to-date browser.

11. Can I use someone else’s card to deposit/withdraw if I have their permission?

It is strictly forbidden to use anyone else’s details but your own, regardless if it’s a question of name, address or someone else’s bank card or account. This has to do with our mission and responsibility to work against money laundry and cheating. Please also review our Terms & Conditions for more information.

12. How long does it take to process deposits and withdrawals?

Deposits using for instance e-wallets or credit cards are usually credited immediately to your player account at Platincasino. If you deposit using a bank transfer or a similar method it may take longer for us to register, and therefore can take longer to credit.

When you withdraw money from your account, our staff will process the transaction as soon as possible, provided that you have verified your account and payment methods. Please note that the processing time of your withdrawal also depends on your bank, and it usually takes them 1-3 banking days to credit the amount to your account.

13. What does “verification” mean – what do I need to do?

Account verification means that you need to confirm your personal data and payment methods used by uploading or sending documents. These can easily be uploaded by clicking on your profile at the top right of the screen, and clicking ‘Verifications’.

14. When can I make a withdrawal to take out my winnings?

You’re free to take your winnings out at any time as long as you have enough funds in your account and have wagered your last deposit one time over. Depending on your country and which method was used for depositing, you will have different options to use for withdrawal. Generally, we expect you to use the same method for withdrawing as you made your last deposit with. Accounts must be verified in order to withdraw for your own security and due to licensee requirements.

15. I made a deposit and it was confirmed on your website, but no money came to my account?

Sometimes deposits fail and if this is the case, no transactions will appear on your bank statement and no money would have been taken. In this case, we suggest that you log out of your Platincasino account, clear cookies and restart your browser before trying again. You can also try logging in via a different web browser and deposit from there.

If funds have been taken from your bank account but do not appear on your Platincasino account, please take a screenshot of the transaction with its details visible (amount, date, time, transaction ID) and contact our support team who would be more than happy to find a solution to this issue.

16. I tried to deposit but cannot proceed in the process, what is wrong?

Firstly, it’s important that you fill out all your personal details before making the first deposit into your account. This is done by clicking your profile and clicking the option ‘My Profile’.

If you have already deposited before, then please check that the card or account details you entered were correct on the deposit screen.

Also, some banks place limits on their cards or their accounts for international payments or online purchases, please check with your bank to ensure that your card or account is open for online shopping and/or international payments.

17. How can I put money into my gaming account?

Simply select the ‘Deposit’ option from your profile. Once you have done this, select your chosen deposit method and the amount you would like to deposit. You can also enter any bonus codes you may have on this page. Depending on the chosen method, you will be forwarded to the payment provider’s page or a popup window, where you can login or enter your payment details. Once you have confirmed your payment, you will see the money, and possible bonus, in your account almost immediately.

18. What do I do if I get into problems with a game?

In case you have issues with a game the solution varies a little bit, but generally the game round is saved in the system and most of the time you can just restart the game to get back to where you left off.

If you had a win that wasn’t paid out then please contact our support, preferably with a screenshot of what happened, and we will investigate. Most games offer a list of the latest game rounds under the menu where you can see how your last 5 or 10 games went.

Taking a screenshot is quite straightforward, you can find instructions for all devices and operating systems here.

19. What do I do if I any (technical or other) problems occur?

If you occur a problem, do not stress, our support team is always ready to assist you! You can easily reach us via Livechat, simply click the ‘chat’ button to get into contact with an agent between 9am and 12am. You can also drop us an email on [email protected], we will reply as quickly as possible.

20. Where do I turn on subscriptions for newsletters in my account?

If you didn’t manage to opt in for PlatinNews during registration, you can activate it at any time by logging in, clicking the ‘My Profile’ tab, and turning on the toggle ‘Send promos by e-mail’. This of course works for unsubscribing as well.

21. Where can I view my personal data, gaming history and bonus information?

Once you have logged on to your account, you can access all this information by clicking on the profile option at the top right of the screen.

  • When clicking the ‘My Profile’ button, you can access and update your personal data. You can also upload any needed documentation through the ‘Verifications’ button in the same drop down.
  • Bonus information can be found by clicking ‘My Bonuses’ from the drop down and then clicking ‘See bonuses history’.
  • Gaming history can be found in the ‘Game History’ tab on the same drop down, and you will be able to find both sportsbook and casino gaming history.
  • Finally, information about deposits and withdrawals can be seen by clicking ‘Deposits’ or ‘Withdrawals’ from the same drop down and then clicking ‘Transaction History’.
22. What is needed for verification?

We generally request documents to verify your personal details, home address, and depositing accounts or cards.

In order to verify your personal details, we would require a photograph of your passport or ID card.

When it comes to verifying your registered address, we would require a photograph of official mail containing your address, this could be in the form of a letter from Government, a bank statement, a rent bill, or a utility bill; such as an electricity bill. Your address and a date must always be shown in the photograph. The documents cannot be older than 3 months, or else they will not be accepted.

Verification of depositing account or card varies based on the method used. For bank transfers we need a screenshot or a photo of a bank statement that shows your name and account number. In case you’re using a VISA or Mastercard to deposit, we require pictures of the front and back of the card. Please ensure that you cover the middle 8 digits of your account number, ensuring that the first and last 4 digits only are visible. Please also cover your CVC code on the backside of the card.

Should you be using E-Wallets like Skrill or Neteller, you need to log in to the profile page and take a screenshot so that we are able to see your account ID, name and the URL address to the site.

Please note that additional documentation might be requested. We may also request further documents at a later stage, for example if you are using multiple methods for depositing or if there are any changes done to the account.

Verification may also be requested at withdrawal stage.

23. Why do I have to verify my account?

By law, all our players are obliged to verify their personal details as well as the details for the payment methods used (KYC – Know your customer or CDD – Customer Due Diligence).

This is required as it would otherwise be too easy for people to use criminally acquired funds and thereby launder them through our system. Much like your bank has to ask for verification, we too need to make sure that your deposit comes from legal sources, be it your salary, investments, winnings from other sites or anything else.

A verified account is also much safer for you and your sensitive details.

Please do not worry if you are asked to provide these documents. It’s nothing out of the ordinary and we request hundreds of documents each day to comply with the law and make Platincasino a safe and secure place for all our players.

24. What is the PlatinShop and how do I use it?

The PlatinShop is where all our players can use their gathered PlatinCoins to buy game related rewards such as free money bonuses and freespins or redeem them for real money amounts. We are currently working on our new points system and on bringing the PlatinShop back to you soon.

25. What are PlatinCoins and how do they work?

PlatinCoins are the Platincasino loyalty currency. We are currently working on our new points system and on bringing the PlatinShop back to you soon.

26. What is the PlatinClub and how do I reach a VIP status?

With PlatinClub, there are benefits in store for you from your very first deposit, and they only get better with every higher status reached. You can benefit from extended support, special promotions, and amazing offers and treats.

On our PlatinClub page, you will find a benefits table with the different statuses you can unlock, the requirements needed to reach them, and the rewards you will achieve. You can learn more here.

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