Platincasino - Player believes that their withdrawal has been delayed.

I have a great experience with Platincasino last week i won a good amount of money. I tried to withdraw my money on Monday and then on Tuesday get email that my withdrawal is cancelled due to tehnical issue. Then i again withdraw money on Tuesday and today i recieve the same email that my withdrawal is cancelled due to tehnical issues.

I ask customer support on Live Chat when i will recieve my money they said that they don't know and they can't give me timeframe because they don't know when they will solve the issue. This is ridiculos. I never heard in my life that any online casino doesn't know the timeframe for withdrawal. They said it's usually 24 hours or less but they have tehnical issues and it could be next year probably. I never experience the support saying that they don't know when they will process withdrawal.

Dear Fspre96,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I have my profile fully verified. I already withdraw some money and i it doesn't take longer than 24 hours. When i contact customer support on live chat after cancellation of my withdrawal they said to do wiithdrawal again and then it' s new withdrawal and it takes more time to be processed. The worst thing is customer support on live chat when i ask them for timeframe they said that they can' t provide any timeframe. I never experienced anything like this on any other online casino page.

Platincasino paid out my withdrawals and everything is sorted out. Thank you for raising a complaint and thank you for your help. This complaint can be closed now.

Dear Fspre96,

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,

Kristina

Casino.Guru