Platincasino ES - Player’s withdrawal is delayed and canceled repeatedly.

I've been trying for two days to withdraw €900. The balance I won wasn't with any bonuses or anything. When I make the withdrawal, after waiting 24 hours, it's canceled, and they ask for a ton of documents for verification, which I've been able to send without issue. However, they also request a screenshot of my Apple Pay accounts. When I try to take a screenshot on Apple Pay, it doesn't allow me. I called Apple, and they told me that the information is confidential, which is why the digits disappear when taking a screenshot. I informed the casino, and they asked for a bank statement of the recent deposits made with the cards linked to Apple. I called the bank and requested the statements, then sent them to the casino, and they canceled my withdrawal for a second time, once again asking for the same thing they initially requested, despite having previously told me to send the bank statements instead of the Apple Pay accounts. I don't know what else to do; I'm desperate. They're doing nothing but stalling to avoid making my payment!

Hello ahlem93aat,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platincasino ES. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Thank you for answering, after spending an entire day sending duplicate documents over and over again, I finally managed to get my account verified. I requested the withdrawal for the 5th time and it was finally approved. I hope the funds appear in my account!

Hello ahlem93aat,

Do you wish to keep the complaint open until the money arrives to you?

If yes, keep in mind that payments may take 14 days to be fully processed.

Let us know in case the money would arrive or in case of any updates.

Looking forward to your response.

Regards,

Nick

I already received my money, everything is fine! Thank you!

Dear ahlem93aat, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

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Thank you so much for your time. 

Best regards, 

Casino.Guru