The player from Spain faced repeated cancellations of their €900 withdrawal, despite having sent the requested documents for verification. The casino continued to ask for a screenshot of their Apple Pay account, which was not possible due to confidentiality issues, and had recently reverted to requesting the same documents that had been previously provided, causing frustration. The issue was resolved when the player successfully verified their account and received the approved withdrawal after multiple attempts. The Complaints Team marked the complaint as resolved following the confirmation of the funds being received.
Platincasino ES - Player’s withdrawal is delayed and canceled repeatedly.
Amount: €900
Platincasino ES
Safety Index:HighSafety Index
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8.9
Platincasino ES has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
Public
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2 weeks ago
Translation
I've been trying for two days to withdraw €900. The balance I won wasn't with any bonuses or anything. When I make the withdrawal, after waiting 24 hours, it's canceled, and they ask for a ton of documents for verification, which I've been able to send without issue. However, they also request a screenshot of my Apple Pay accounts. When I try to take a screenshot on Apple Pay, it doesn't allow me. I called Apple, and they told me that the information is confidential, which is why the digits disappear when taking a screenshot. I informed the casino, and they asked for a bank statement of the recent deposits made with the cards linked to Apple. I called the bank and requested the statements, then sent them to the casino, and they canceled my withdrawal for a second time, once again asking for the same thing they initially requested, despite having previously told me to send the bank statements instead of the Apple Pay accounts. I don't know what else to do; I'm desperate. They're doing nothing but stalling to avoid making my payment!
Automatic translation:
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2 weeks ago
Hello ahlem93aat,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platincasino ES. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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2 weeks ago
Translation
Thank you for answering, after spending an entire day sending duplicate documents over and over again, I finally managed to get my account verified. I requested the withdrawal for the 5th time and it was finally approved. I hope the funds appear in my account!
Automatic translation:
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2 weeks ago
Hello ahlem93aat,
Do you wish to keep the complaint open until the money arrives to you?
If yes, keep in mind that payments may take 14 days to be fully processed.
Let us know in case the money would arrive or in case of any updates.
Looking forward to your response.
Regards,
Nick
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2 weeks ago
Translation
I already received my money, everything is fine! Thank you!
Automatic translation:
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1 week ago
Dear ahlem93aat,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
