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Hello there CasinoGuru.

It has been more than 2 weeks that I’m trying to verify my account at PlatinCasino in order to make a withdraw.

I have previously done some deposits via Apple Pay with 4 different cards and two of them were virtual cards from an online bank. After I got my physical card from that bank (Revolut) I removed and deleted the virtual cards from my wallet and Apple Pay (I was not in need of them anymore).

I managed to be approved for the two cards, my main and my physical card from the online bank. But the other two virtual cards, I deleted them few months ago and I don’t have them in my wallet. I have explained this a lot to them through my emails and they asked me a bank statement and deposits statements with the exact day and exact sum of deposited money, in case of non existing anymore Apple Pay card. I have provided those documents a lot of times, and keep explaining about my virtual cards. My deposit statements are legit, with my name, my address, the date and all the necessary. But the casino keep sending me the exact same email, that my account is still not verified and that they need proof of my Apple Pay cards in which I have deleted them as I have explained it to them so many times. I even sent all my deposits, from my first to my last one with all the details from my bank statement. 

After so many contacts with them without any help from their side I’m asking CasinoGuru to help me in this situation.

Attached are some of the emails where I’m explaining the situation but I’m getting all the time the same answer.

Thank you in advance.

Dear Dante03,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you for your comment Petronela!

Yes only the old (virtual cards) payment methods are not verified. I have verified all of the rest that I have been asked for to verify, but they insist to reject my deposit statements.

I’ve tried to contact them for two weeks to find a solution without any progress.

I hope PlatinCasino understands that the deposits are mine and only mine, without any 3d party involved.

I would like to inform that my account has been successfully verified.

Thank you for helping me!

This case has been solved!

Best regards,

Denis

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Dante03, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru