The player from Germany had passed the verification process, but had trouble with his withdrawal request at Platincasino. He had submitted all required documents, but the casino continued to delay his €2,800 payout. After a series of exchanges with our Complaints Team, the player confirmed that Platincasino had finally paid out his winnings. We had then marked the complaint as 'resolved'.
Platincasino - Delayed payout despite successful verification.
Amount: €2,800
Platincasino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Despite verification, you are not paying out my money. There are always new excuses!
Automatic translation:
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11 months ago
Dear Kwleon,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
- Were your winnings accumulated with or without an active bonus?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Translation
So it's about the last deposit at Platincasino. I have now uploaded and sent these documents but still no response from Platincasino .
Automatic translation:
Sensitive attachment
Sensitive attachment
11 months ago
Player's additional comments:
Hello,
Platincasino would like proof of deposit from MiFinity Giropay for the last deposit of €20
I sent these. Also a screen of my bank. And they are not satisfied with that and cancel my withdrawal of €2,800
Best regards
Frank
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11 months ago
Hi Kwleon,
Thank you very much for the clarification. Have you been advised which documents are required to verify your last deposit?
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11 months ago
Translation
Platincasino has paid out. Case can be closed.
Automatic translation:
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11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Kwleon, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
