The player from Spain had had an issue with Platincasino, who had refused to pay her winnings due to the need for verification of an expired card she no longer had. Despite having verified her bank account, PayPal, and current card, the casino had insisted on verifying the old card. After some communication, the casino had accepted proof of the last deposit with the card, and she had been waiting for her withdrawal. The issue had been successfully resolved by the Complaints Team.
Platincasino ES - Player struggles with withdrawal due to expired card.
Amount: €875
Platincasino ES
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Platincasino is refusing to pay me because they want to verify a card that expired years ago and that I no longer have. The fact that they have already verified my bank account, PayPal account, and my current card is not sufficient for them. They are using the excuse of this old, nonexistent card.
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6 months ago
Hello pixicloty,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platin Casino 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? Can't your payment provider send you a confirmation that the mentioned card is expired?
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Translation
Hello, I have had the account verified for months and the payment methods have also been in place for a couple of days, everything is correct, accepted except that card that has expired for more than a year, it does not make sense because I have not made the deposits with that card, but they say What are the rules?
And regarding the bank, they are looking to see if I can get a certificate of ownership but since it has expired, they have told me that they do not believe it is possible, thank you
Edited
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6 months ago
Translation
Hello, it is solved, they have accepted proof of the last deposit with the card, I am waiting for the withdrawal, thank you very much.
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6 months ago
Dear pixicloty,
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,
Casino.Guru
