Platincasino ES - Player’s withdrawal has been delayed.

I am experiencing a significant issue with Platin Casino.

Firstly, I want to say that I play with several online casinos, and I've never encountered what I am experiencing with this one.

Regarding the withdrawal I have pending with them of €950, which I made on the 25th (today is the 28th), the status is still pending.

I have contacted them several times via chat and email to ask why the payment is still pending. Their responses have varied.

They have always told me that the payment is approved on their end (yet it remains pending). I've been told that during the previous weekend, they had issues with their payment provider's system; then, they said the 25th was a holiday (but two business days have passed since then), and that the payment could be delayed until January 3, 2025 (even though I requested the withdrawal on December 25).

The chat service is very limited because when I express my concerns, they give a response like, "please be patient," and then they close the chat. This has happened to me about 6 or 8 times, always the same way.

Honestly, I am starting to think I've been scammed, and I reiterate, this has never happened to me in Spain before.

I have screenshots of the emails but not of the chats.

I hope I can get help from here so that I don't have to confirm what I said, that I've been scammed for the first time in my life by a casino (and with a license, which is the most serious part). If this issue is not resolved, I will take whatever actions are necessary and file complaints where needed, all to ensure they lose their license in Spain.

Thank you very much.

Dear pauetboni,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

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.

Dear pauetboni,

Based on the information on our forum your payout has already been received.

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru