Platin Casino - general discussion (page 5)

I have seen your complaint and I hope you can help our team somehow. Do I understand correctly that you told the casino in advance that the money was going into your wife's account and you are basically verifying her documents at the casino ? As the other player said, it's against the rules and most of the time casinos take money for that, but if they knew about it and you didn't lie to them all the time and try to get around it, then there might be a chance that you might get the money. 

Anyway, are you waiting for them to verify the other documents ? 

Of course they knew that I wanted to transfer money to my wife's account... MY data has been verified for a long time.

They wanted a bank statement from my wife's account and three days later they wanted the corresponding ID card. So they knew all along that it was about someone else, namely my wife.

So with every withdrawal option, MY name is already written in PRE-DESCRIPTION before I can even enter the IBAN.

When making a withdrawal, you can add your own name so that it appears that this is allowed. I have said so many times in chats that I would like to withdraw the money via my wife.

In the end, I said it myself. I don't understand all the effort now, because €300 went into my wife's account without any problems. (€300) At the same time, I had €1500 paid out to my account... that shows that I just wanted to know whether it works now or not because I've been talking about it the whole time.

Well, I brought the matter up myself because I thought that everything was legal. I just wanted to let them know, because they kept asking for a document, that if there is anything else that needs to be submitted... please tell me now...

After I said that I couldn't understand why they were asking for so much now when payments had already been made to this account before, I was deactivated shortly afterwards.

Thank you very much for your efforts, because I feel really insulted and powerless. I had no intention of cheating anyone, quite the opposite, I was happy about my money and I won it fairly. And I hope that I get my money, because I am not aware of any wrongdoing.

To sum it all up, I won over €40,000 and lost more than €20,000 in just a few days. This shows that I really enjoy playing

300 € of 40,000 went into my wife's account, 1,500 into my account and now they've deactivated me with an account balance of 15,700?

And I have to hope that I get my money. I have deposited so much money in this casino. I liked playing there almost exclusively. I am a VIP platinum member. Inside I think to myself, no one can be so unlucky that I am now being treated like this.

I would even donate some of the money to the team from the bottom of my heart... the only way to contact their support is via email where you are informed...

They will get back to me in 48-72 hours... 72 hours have long since passed and inside I am thinking...

Who doesn't follow the rules here?

Well I have no way of communicating with them so I'm hoping for you ❤️🙏🏻

I don't care about the whole amount, it's just when you win so much money, and I've known that for a week. I had already picked out things that I wanted to get and suddenly they took my money away from me, it's a really bad feeling, I'd rather never have won that money.

I understand your situation and when you have explained everything to them and some withdrawal has even come to your wife so we will see what can be done with it. These situations are difficult and we try to handle them conscientiously. I'm not saying it has to turn out well, but we'll try to do everything we can to make sure it does. 

I hope it will turn out well. ☘️

Is there any news about your case?

hope everything goes well?

yes, thanks, since yesterday I can log in again, probably thanks to the efforts of the casino guru team. They wanted a document from my wife and then I could use everything again. So if an account is deactivated without notice, don't panic, even if I almost had a heart attack one week.

I don't have my money yet but I can use the account to a limited extent. Once the verification is complete everything should work again

Hey, that is nice to hear. Hopefully your account will be verified soon and you'll be able to get your money.

Please keep us all informed.

I am really sorry about all this and as Nick explained in your complaint, the best thing you can do is to contact your payment provider and try to find out what could happened there. Hopefully they will be able to trace the money down and fix it.

Just please keep us informed about any update regarding this.🙏

Hello there.

I am really sorry about the whole situation at these casinos you have to go through.

Please know that we always try to help our users whenever there is a possibility for us to do so. Unfortunately, in your case it is between the casino and the payment provider, and until there has been a reason for this delay found, our complaint team has its hands tied, as we say.

To tell you the truth, I am not familiar with ISX Pay, but it really seems weird that you have the same problem at two casinos with it.🤔

Do you have any experience with this payment method from before? Did you experience any similar issues in the past, perhaps?

Please try to contact them as soon as possible for this issue to get resolved, because in many similar cases, as we've heard from other players, it may take a really long time.

I hope that you will find the reason for all this soon. Even though we are unable to proceed with it any further right now, please know that we are always here, ready to help.

Hello, I have the problem again that my withdrawal was rejected for no reason and was returned to my account and now I'm trying to have it paid out by credit card. Please help

I could suggest filing a complaint, but I am not sure if you'd like to take it from the last experience where you stopped responding to our team.🤷‍♀️

Is the support of the casino communicating with you regarding this, or are they not responsive at all?

Again I am here! Once again problems with Platincasino! I have won money €500 but when I have to withdraw it becomes a problem, the waiting time is unbelievably long, it is as pending all the time until about a day, then I have played the money in the account again, as I said last time I sent 2 emails without to get an answer from them, incredibly bad customer service, but when I put in money, it was fine, but not when I get it out, I shouldn't have to verify anything as I already did it last time, and I used the same payment method by me then.

This has been going on for about 4 days now.

I understand your point that you have already been verified at this casino; just please know that they need to do the check due to the AML policy with every withdrawal.

Surely there is no need to get verified again, but there can be some additional checks the casino needs to proceed.

Were you asked to send some more documents, perhaps?

Therefore, please try to be patient whenever requesting a withdrawal, and if you see that it is really going nowhere, let us know.

Our complaint team is able to intervene in cases like this after the 14-day time period, but they will be surely happy to help if needed.

I understand, but I've tried withdrawals every day now, but it says pending for about a day: a day later it's rejected, I don't get any information about what's missing, I've tried different withdrawal possibilities, nothing goes through.

Don't know what they are doing. Haven't received a reply to my emails yet either. 4/10 I tested the first outlet. It is the 9/10 today, I have not received a note. And can't use the chat function again as I'm Swedish.

But I'll wait and see, I think it's all the time that I get the money back in the account and have to withdraw it again with the same visa every day.

So do I understand correctly that you request the withdrawal, and the next day, it is automatically rejected by the casino?🤔

Without any explanation from the support, right?

I believe our complaint team could help you find out what is going on there if the casino is not explaining the situation.

If you are interested, please file a complaint by using this link. Try to explain everything that is happening there, and our team will get back to you, and together you will hopefully find the solution to this ongoing issue.

What do you say?

Let us know if you decide to try that option, please.

It's like pending right now, I'm waiting if it gets rejected again, I'll send in a complaint. I haven't received any notification or email about what could be wrong, it's like Platincasino doesn't exist, not a single auto-reply that they received the email and that they should respond, as I received last time I had a similar problem.

I make the complaint during the day if they rejected it again.

I saw your complaint and I believe that you need to explain the issue somehow better to our team, because as you wrote it it looks like you cancel the bonus every day, you know.

Don't hesitate to write in your language, as we use the auto translate in complaints as well. That way it will be better understandable, for sure.

Don't worry though, our team will review it as soon as possible and get into it.

Keep us inform how the withdrawal goes, please.

Ladies and Gentlemen ,

A few days ago I won 38,000 euros at Platincasino and wanted to make a withdrawal. When it was rejected I contacted live support and they told me it would take up to 3 working days. After that I got an email saying I had multiple accounts and then my account was simply deactivated.

I need your help because I have 38,000 euros on my player account and I didn't win this with a bonus but regularly. I made deposits via online banking and I also took a photo of the winnings

Lg