Platincasino ES - Player's withdrawal is delayed and account is restricted.

Hello,

Until now, I have made several deposits and withdrawals. However, about 4 days ago, I requested a withdrawal and was told that I needed to verify my identity with a selfie. I sent it, and then I was told to close an open game round. I asked for information, and they mentioned a roulette game at a time that actually corresponded with a slot machine, which I didn't have open. I played two euros between the two, and they said that was settled. I requested the withdrawal again, and they asked for a bill from the phone registered to my account (which I find unreasonable, so I send the bill without the ID and name since it's under my father's name, and I don't want his information leaked or misused) and proof of address. I sent an electronically signed employment record and after discussing it several times with the chat support, I got it approved. Now they're asking for a payslip showing my address (my payslip doesn’t include my address, and I don’t trust this casino at all, so I’m not willing to give more information than necessary). This feels like an escape room. They've blocked my account for withdrawals, but I can still deposit (I'm not stupid, so I turn off my card so the bank declines it).

In short, I am claiming that my €282.33 be deposited back to me.

Dear Jplatin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that you provided all the required documents except for the payslip with your address?
• Also, is €282 the amount of winnings you have been trying to withdraw?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Correct, I sent everything that was asked of me. On the phone bill I removed my father's name as he has nothing to do with casinos or anything online and he doesn't want anything to do with them. What I didn't send was the pay slip because my address doesn't appear on it and I see it as irrelevant when I've already sent the work record that shows my address.

Yes, it is €282.33 that I am trying to withdraw.

Thank you very much for your reply, Jplatin. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

In the end, they saw what was there and gave me the money and removed the promotions.

Do I understand correctly that we can consider this complaint resolved?

Dear Jplatin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.