The player from Spain had submitted all required documents but faced repeated issues with a withdrawal of 200 euros, as the funds were being deposited into his gaming account instead of his bank account. The complaint was resolved after the player confirmed the issue had been addressed, though specific details of the resolution were not provided. The Complaints Team marked the case as resolved following the player's confirmation. The player was encouraged to reach out again if future issues arose.
Platincasino ES - Player's withdrawal is delayed again.
Resolved
Our verdict
Case closed
Amount: €200
Platincasino ES
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Good night.
I submitted all the documents they asked for. Now I'm making a withdrawal of 200 euros. They're not depositing it into my bank account. They're depositing it into my gaming account. 😡 This has happened over and over again.
Automatic translation:
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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
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you contacted the casino customer support to ask about the reason why your withdrawal requests are getting cancelled?
- Have you tried choosing a different payment method to process your withdrawal?
- Have you made any successful withdrawals from this casino before?
- Have all your documents been approved by the casino during the KYC verification process?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
The player informed us via email that his problem has been resolved.
Dear nerea2012ndja,
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,
Veronika Fritz
Casino.Guru
