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Hello, I have a verified account at Platin and am also a Platin player with VIP status. 

On 05.05, I made a withdrawal of €4000. This is still listed as "In Progress". I have already corresponded with the VIP Service, but unfortunately, they only occasionally respond. They mentioned it can take up to 5 business days. I would appreciate any help. 

Hallo, ich habe ein verifiziertes Konto bei Platin und da da auch Platin Spieler also VIP Status. 

Am 05.05 habe ich eine Auszahlung in Höhe von 4000€ getätigt. Diese steht bis heute auf „Progress". Mit dem VIP Service habe ich bereits geschrieben aber leider kommen nur gelegentlich eine Antwort, sie meinten es kann bis zu 5 Werktage dauern. Bitte um Hilfe 

Dear Maggi2407,

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

Dear Maggi2407,

Have you received your withdrawal from the casino yet?

Good evening.

I have now received an answer and also a rejection. My main bank C24 is not supported, but they could have told me this 14 days ago.

I'm currently trying to create an e-wallet and withdraw money from it. Thank you for your help.

Guten Abend.

Ich habe mittlerweile eine Antwort und auch gleich absage erhalten. Meine Hausbank C24 wird nicht unterstützt, nur sowas hätte man mir schon vor 14 Tagen sagen können.

mittlerweile versuche ich ein Ewallet zu erstellen und es mir darauf auszahlen zu lassen. Danke für ihre Hilfe.

Thank you for your reply, Maggi2407. Have you made any successful withdrawals before? Did you manage to request a withdrawal via an alternative withdrawal method?

Did you accumulate your winnings with or without an active bonus?

Good day

I haven't withdrawn any money yet. I had to create a Mifinity account to make a withdrawal, unfortunately the whole process takes a long time, which clearly targets the addictive behavior of the players.

The verification of my Mifinity account is already underway and then I will hopefully be able to withdraw. I can only advise against playing in this casino, I will delete and block my account immediately after withdrawal, thank you.

Guten Tag

Geld habe ich bisher noch nicht abgehoben. Ich musste mir ein Mifinity Konto erstellen für eine Auszahlung, leider zieht sich der ganze Prozess sehr lange, dadurch wird klar auf das Suchtverhalten der Spieler gezielt.

Die Verifizierung meines Mifinity Kontos läuft bereits und dann kann ich hoffentlich auch Auszahlen. Ich kann wirklich nur abraten in diesen Casino zu Spielen, werde mein Konto nach Auszahlung aus sofort löschen und sperren lassen, danke Ihnen.

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.

Dear Maggi2407,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.