The player from Spain had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The delay in withdrawal processing was explained as possibly due to pending KYC verification or a high volume of requests, with a recommendation to wait at least 14 days before filing a complaint. The player later marked the complaint as resolved, indicating that the issue had been satisfactorily addressed. The complaint was closed by the Complaints Team, who remained available for further assistance if needed.
Platincasino ES - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,037
Platincasino ES
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
I'm having trouble verifying my account so I can make a withdrawal. I request the withdrawal, but the money always goes back to the account. When I ask why, they always ask for new documentation. I have submitted about 20 documents they requested, most of which have already been approved in the Platincasino account (selfies with photos of my ID, account certificate, employment history, payslips, old cards that are no longer operational and have been canceled and destroyed, tax return, etc.). The last one was information about my Bizum deposit, something I understand they request after a period of not using the account. It's the method used for the last deposit, from which the winnings I'm requesting a withdrawal are derived (for which I've provided my account statement with a bank certificate and a certificate that the account is solely in my name, screenshots of my bank app showing the Bizum transactions, and a screenshot of my Bizum account in the app showing the associated mobile number with an asterisk; I understand the app does this for data protection). All my documentation was rejected because they told me I have to speak with the bank and provide a single, specific document with my full name, account number, phone number, and the Bizum payment details associated with that account. I've already requested this from the bank and expect to receive it within 48 hours so I can submit it. I hope they accept it.
In theory, this is the last document they're asking for to verify the account. But I'm afraid I'm currently, and will continue to be, providing documentation day after day in this endless process. I believe their goal is to reach a point where they reject the documents so I can't make the withdrawal. Therefore, I request your help in resolving this.
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1 month ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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1 month ago
Dear portovazquezoscar,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 month ago
TranslationComplaint officially filed with Platincasino
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Opvmon,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
