Platincasino - Pelaajalla on edessään viivästyneitä kotiutuksia.

I requested four withdrawals, all of which were accepted by the casino. However, no payment has arrived in the recipient's account to this day. Deposits are working without any problems. I contacted support.

I was told to send a bank statement covering the relevant period. The casino is obligated to provide proof. I do not intend to disclose my private banking transactions. I have requested further verification. The following are the accepted withdrawal details:

01.05.26 13:01 95€

08.05.26 14:15 80€

08.05.26 16:24 70€

09.05.26 15:17 50€

To date, even after a waiting period of 3-5 days, there has been no receipt or response.

Ich habe vier Auzszahlungen beantragt,die alle vom Casino akzeptiert wurden.Auf dem Empfängerkonto kam bis heute keine Zahlung an.Einzahlungen klappen problemlos.Auf meine Anfrage beim Support

wurde geantwortet ich möchte einen Kontoauszug über den Zeitraum einschicken.Das Casino ist doch in der Nachweispflicht.Ich habe nicht vor meinen privaten Zahlungsverkehr offenzulegen.Ich habe sie nochmals zur Überprüfung aufgefordert.Nachfolgend akzeptierte Auszahlungsdaten:

01.05.26 13:01 95€

08.05.26 14:15 80€

08.05.26 16:24 70€

09.05.26 15:17 50€

Bis heute ist auch nach Wartezeit von 3-5 Tagen kein Eingang bzw.Reaktion erfolgt

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you completed the full KYC verification process, or at least submitted any identity documents to the casino for verification purposes?
• What types of games did you play to accumulate your winnings?
• Did you accumulate these winnings with or without using a bonus?

Please note that requesting a bank statement is a standard procedure in online casinos. We recommend complying with the casino’s request and providing the necessary documents so that they can proceed with their investigation from their side.

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

Best regards

Veronika

Dear joker1959,

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.

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,
Veronika
Casino.Guru