Platincasino ES - Withdrawal blocked, player seeks clarification.

Hello, I registered 2 days ago on this website, platincasino.es

I made 2 deposits, one of 106 and the other of 398. I lost the first one, and with the 2nd I got €2,500.

At Platincasino.es you can withdraw a maximum of €1000, so I withdrew that and with it I continued playing (to this day I have not yet received this withdrawal in my bank account but it has been processed, they told me).

I had a good run and I got to put my balance at €13,000 in roulette, at which point I received an email that I had to verify with a selfie of my ID and a piece of paper with the date and name of the casino.

I did it and it has been approved, but my account is still blocked, I can neither play nor withdraw and customer service has not helped me at all. They have only told me that they cannot even tell me the reason and that the corresponding department will be in contact via email throughout the coming week.

Given the ambiguous responses, I wrote to ayuda@platincasino.es requesting verification of my account or at least an explanation, and I have not received a response. I tried again with customer support and it's like talking to a bot... 0 solutions.

Everything has been easy to deposit and verify the account at the beginning, but if you get profits they act in a very dishonorable way, and it is my money. I hope you can help me because I am helpless and it is not 4 euros.

Dear tintin191988,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good afternoon, thanks for answering.

It was the first time that I registered on this web page, I met it by chance 3 days ago on the internet and decided to try it. My first withdrawal has been the one commented for €1000 after verifying all my data (electricity bill, bank account ownership, Bizum as an entry procedure, ID on the front and on the back...) and which I am waiting for receipt . I have not redeemed any promotional offers.

EDIT: I want to make a clarification since I have mixed the previous info. I made 3 deposits in total and I had no problem with them, out of 108,298, with these I won the €2,500 mentioned above.

I withdrew €1,000 with no problem, and the remaining €1,500 I ended up losing. That is why the next day I deposited €600 more and with them I got €13,000. I leave it fully clarified so that it does not slow down the process.

SUMMARY:

• 3 entries: 108, 298 and 600. All good without problems (I can prove it with a bank statement).
• 1 withdrawal: 1000. Approved (still pending receipt).

I keep 1500 balance and lose it. After the last deposit of 600, I get 13000.

They BLOCK the account and ask me for a selfie with ID and a sheet with the date and name of the casino. I do it and they approve it, but the account is STILL BLOCKED.

Thanks and sorry for the confusion.

Today, Monday, June 26, I received the €1,000 that they did let me withdraw before blocking my account.

After another conversation today with customer service, all the same. Be patient and they will contact me by email... no estimated dates or reasons.

I'm still waiting.

I'm happy, tintin191988, that you received your first disputed withdrawal. Could you please advise if your winnings were accumulated with or without an active bonus and which games you played? Thank you.

Hello Petronella,

The winnings rolled over with no bonus and I played GRAND CROUPIER ROULETTE from MGA GAMES.

I have all the customer service transcripts via chat, and every day they tell me a different excuse why Platincasino.es has not contacted me by email...

I hope they can help me as soon as possible to verify my account and withdraw my winnings of €13,000, I am very disappointed and sad with the treatment received by them.

I'm waiting, thank you.

I fully understand your frustration, tintin191988. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thank you very much, I will wait until next Saturday to give you 7 more days of margin.

Thanks for your help!

Thank you for your understanding, tintin191988.

More than 12 days later, I still have no response from Platincasino.es and customer service keeps telling me the same thing, that they will contact me, but they NEVER DO. Nor do they respond to email questions at ayuda@platincasino.es

The customer service could be greatly improved... What a pity they are only efficient when you lose money.

Seeing that they do not act, how can we proceed? Thank you.

Hello,

14 days... and silence for an answer.

I hope your help with the case, thank you.

Thank you very much, tintin191988, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you tintin191988 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Platincasino ES for their help in resolving this complaint. We would like to know why is this player's account still blocked and if we can do anything to help resolve this issue.

Thank you!

Hello!

I would like to comment that after speaking with Platincasino.es customer service again yesterday, they agreed to make me daily transfers of €1000 (it is their daily limit) up to €13000.

Yesterday I got the first one and today they have already approved the second transfer. Despite this, my user will continue to be blocked with no opportunity to play in the casino again, but at least, I can receive my winnings.

In Spanish they usually say "To César, what belongs to César", and on this occasion they have treated me well and have attended to my request. I hope to receive the entire €13,000 soon.

I will report here. Thank you so much.

Dear tintin191988, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Casino Guru,

This is to inform you that we have completed our review and the full payout has been initiated on 14th of July 2023.

Best Regards,

Platincasino team.

Hello,

confirm that the total of €13,000 has arrived from PLATINCASINO ES. Thank you so much.

Also thank Casino Guru for their invaluable help.

All the best.

Dear tintin191988,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter