The player from Spain had been trying to withdraw funds for 5 days but the online casino had cancelled it without providing a reason. The player also reported that they were not receiving responses to their chat questions. After the player's communication with the casino, it was discovered that the casino had asked for additional verification for another card used for the last deposit. The player had 16 withdrawals pending across three verified withdrawal methods. The casino contacted the player and he was able to withdraw his funds successfully. We had marked this case as 'resolved'.
Platincasino ES - Player's withdrawal cancelled without explanation.
Amount: €15,991
Platincasino ES
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
Translation
Hello, I've been trying to make a withdrawal to my account for 5 days now. Initially, they asked me for more documentation, but now they're just canceling it without reason and they're not responding to my chat questions.
Automatic translation:
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3 weeks ago
Dear Yuman100,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you received confirmation your account is fully verified?
- Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
- Are any withdrawal requests currently pending in your casino account?
- Could you please share your communication of your attempts to resolve the issue with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
Translation
Hello, I already have the account verified and previously I have already withdrawn something, on this occasion they asked me to verify another card with which I made the last deposit and they approved the documents, currently I have requested 16 withdrawals in the three verified withdrawal methods. Let's see if they keep canceling them. They have not answered the last questions I asked through the chat.
Automatic translation:
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3 weeks ago
Please let me know if part or all your withdrawals were successful,
In case there are any hurdles in processing the withdrawal, please forward your communication with the casino to my email at tomas@casino.guru
I'll await news from you.
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3 weeks ago
Translation
Hello, in the end they contacted you and I was able to withdraw the money, thank you very much for your help.
Automatic translation:
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2 weeks ago
Dear Yuman100,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Tomas
Casino.Guru
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