The player from Germany had requested a withdrawal before submitting this complaint. Unfortunately, his winnings had not been received yet. The delay was initially attributed to possible processing times or verification procedures, and he was advised to wait at least 14 days before escalating the issue. When the player reported that his original withdrawal method was no longer available and requested guidance, no further responses were provided. Due to the player's lack of communication, the complaint was closed without resolution, but the option to reopen it remained open. Later, the player confirmed receipt of his withdrawals, and the complaint was marked as resolved.
Platinumslots Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €650
Platinumslots Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Dear Support Team, I am writing to you again regarding two withdrawals: one of €450 and one of €200. For reasons unknown to me, these withdrawals are being declined. What I find particularly puzzling is that I initiated a withdrawal of €450 on November 28th . This was transferred to my bank account in full within less than 24 hours, without any verification being required. After suffering a loss of over €800 at the casino on November 30th , I was fortunate enough to increase my player balance back up to €650. I then attempted to withdraw this amount in two separate withdrawals (€450 and €200) using the same payment method as on November 28th. The following day ( December 1st ), I discovered that both withdrawals had been declined. I subsequently contacted both the live chat (without a response) and email support, but have not yet received any feedback. I then requested the withdrawal of €450 again via instant bank transfer, as before, and left the remaining €200 in my player account. This withdrawal was also rejected again without any explanation. I therefore urgently request that you investigate this matter and provide me with feedback as soon as possible. I urgently need the money, as I have to pay an unexpected bill at short notice. Thank you in advance. (P.S.: On December 1st, I submitted all personal documents that I believe are sufficient for full verification and should confirm my identity to this casino, and they confirmed the verification process to me today, December 2nd.)
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2 months 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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2 months ago
Dear MPMP93,
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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2 months ago
Translation
Dear Casino-Guro Team,
I'm simply surprised that the withdrawal method I used for my first withdrawal is no longer available at this casino. I would like to know which withdrawal method I now need to use to access my funds, as I'm not receiving any response from support.
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2 months ago
Dear MPMP93,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 month ago
Dear MPMP93,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
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4 days ago
We would like to report that we have received confirmation from the players' side regarding the receipt of their withdrawals.
Dear MPMP93,
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.
Best regards,
Attila Gorkij
Casino.Guru
