Platincasino ES - Pelaajan nosto on viivästynyt.

I'm having trouble verifying my account so I can make a withdrawal. I request the withdrawal, but the money always goes back to the account. When I ask why, they always ask for new documentation. I have submitted about 20 documents they requested, most of which have already been approved in the Platincasino account (selfies with photos of my ID, account certificate, employment history, payslips, old cards that are no longer operational and have been canceled and destroyed, tax return, etc.). The last one was information about my Bizum deposit, something I understand they request after a period of not using the account. It's the method used for the last deposit, from which the winnings I'm requesting a withdrawal are derived (for which I've provided my account statement with a bank certificate and a certificate that the account is solely in my name, screenshots of my bank app showing the Bizum transactions, and a screenshot of my Bizum account in the app showing the associated mobile number with an asterisk; I understand the app does this for data protection). All my documentation was rejected because they told me I have to speak with the bank and provide a single, specific document with my full name, account number, phone number, and the Bizum payment details associated with that account. I've already requested this from the bank and expect to receive it within 48 hours so I can submit it. I hope they accept it.

In theory, this is the last document they're asking for to verify the account. But I'm afraid I'm currently, and will continue to be, providing documentation day after day in this endless process. I believe their goal is to reach a point where they reject the documents so I can't make the withdrawal. Therefore, I request your help in resolving this.

Tengo un problema para verificar una cuenta y así hacer el retiro. Es decir, solicito el retiro y el dinero siempre vuelve a la cuenta. Pregunto el motivo, y siempre aparece una nueva documentación que me solicitan. Llevo aportado unos 20 documentos que me piden, estando ya la mayoría como aprobados en la cuenta de platincasino (selfies con fotos del DNI, certificado de cuentas, vida laboral, nóminas, tarjetas antiguas ya no operativas y cancelas y destruidas, declaración de la renta, etc) La última, la información de mi depósito de bizum,algo q entiendo que soliciten ya después de un periodo de no utilizar la cuenta ha sido el método utilizado en el ultimo depósito y a partir del cual se obtienen las ganancias de las que solicito la retirada (para el cual, aporto extracto de mi cuenta con certificado realizado de banco y certificado de que la cuenta es de mi única propiedad, capturas de pantalla de mi app del banco donde se puede ver el movimiento de bizum y la captura de pantalla de mi cuenta de bizum en la app donde se puede ver el móvil asociado con número en asterisco, entiendo q la app lo hace por protección de datos). Este última toda la documentación fue rechazada, ya que me dicen que tengo q hablar con el banco y aportar un solo documento específico con nombre completo, N° cuenta y teléfono y bizum asociado a dicha cuenta. Esto ya lo he solicitado al banco y cuento en 48 poder tenerlo y así aportarlo. Espero que lo acepten

En teoría, está es la última documentación q me solicitan para verificar la cuenta. Pero me temo que estoy y estaré, día tras día, aportando documentación de un proceso interminable. Creo que el objetivo es llegar a un punto y rechazar documentos para así no poder hacer el retiro. Solicito entonces que puedan ayudarme a solucionar esto.

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Dear portovazquezoscar,

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

Complaint officially filed with Platincasino

Reclamación presentada oficialmente a platincasino

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Opvmon,

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Karla