Platincasino - Pelaajien kotiutukset viivästyvät ja tilin käsittely on kyseenalaista.

I am filing a complaint against PlatinCasino regarding the handling of my withdrawals and verification process.

I won a total amount of €15,000 and attempted to withdraw these winnings. My withdrawal requests were repeatedly cancelled on the grounds that my payment method (Paysafecard) was allegedly not verified.

I fully cooperated with the verification process and submitted all documents and evidence requested by the casino, including screenshots of my Paysafecard account and a full video recording showing my name, address, and Paysafecard ID. Despite this, my verification attempts were rejected multiple times without any clear, case-specific explanation of what was missing or incorrect.

While my withdrawal was blocked and under verification, I explicitly requested that my balance be temporarily frozen because I feared I would otherwise lose the funds. This responsible gambling request was not implemented by the casino. As a result, I was allowed to continue playing with funds that were subject to an ongoing withdrawal/verification process, and I subsequently lost the winnings.

The casino later stated that the withdrawal requests were cancelled and that the balance was subsequently used, without addressing their own procedural failures in the verification process or the failure to implement my explicit request to freeze the funds.

I attempted to resolve this matter directly with the casino multiple times. After my final escalation, the casino stopped responding.

I am requesting CasinoGuru’s assistance in reviewing this case and mediating a fair resolution, including goodwill compensation due to the casino’s procedural failures and lack of player protection.

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Dear Leban421,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have reviewed the evidence you have submitted and I could find no mention of gambling problems from your side. Although I understand your frustration, we are not in a position to force casinos to freeze players' accounts unless they express gambling problems.

Since you have decided to play your winnings, I’m afraid there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings.

If there is anything else I could help you with, please let me know, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

We’ve closed this complaint in accordance with the player’s request.

Dear Leban421, as I have mentioned earlier, we are not in a position to force casinos to freeze players' accounts unless they express gambling problems and therefore have no means of providing further assistance.

Please remember that you are always welcome to reach out to us again in the future. If you encounter any issues with this or any other casino, whether related to withdrawals, verification, account access or anything else, our team is ready to assist.

If you feel you need our support, we will be here to help.

Best regards,

Attila