The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet.
Platincasino - Player claims that payment has been delayed.
Amount: €150
Platincasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for player to reply
3d 5h 56m 16s
Case summary
3 days ago
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3 weeks ago
Translation
Hello, I have been a customer at this online casino for 4-5 years and have never had any problems before. I didn't use any bonuses while playing, so we can rule that out. When I logged in after 2 days, my balance, which was the entire payout amount of 150 euros, had disappeared. The transaction history shows that the withdrawal was declined. I also received an email from Platincasino stating that my withdrawal was canceled, but no reason was given. Additionally, my balance still isn't visible in my account to this day. The live chat has been unreachable for weeks, and Platincasino hasn't responded to any of the 4 emails I sent. Not a single reply.
Automatic translation:
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3 weeks ago
Dear Momo95,
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
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3 weeks ago
Translation
Hello Platincasino has now answered me with a bold accusation:
Hello Mohammed,
thank you for your message.
We would like to inform you that some previous deposits have not been successfully processed. Although we have credited the funds to your player account, the funds have not been received from your bank.
In total you have a chargeback of 175.00 EUR.
The chargeback amount of EUR 150.01 has been deducted from the balance in your player account. Therefore, you owe us a total of EUR 24.99.
If you have any further questions or comments in the meantime, please do not hesitate to reply to this message.
Best regards,
PlatinCasino Support
It is simply a lie and something like that is not even possible because I have always paid with Sofortüberweisung
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1 week ago
Translation
No, Platincasino refuses to pay me my money and I still haven't received anything
Automatic translation:
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1 week ago
Thank you for your reply, Momo95. Could you please confirm that you or the payment provider have not issued a chargeback? Please check your transaction and confirm those deposits have not been returned to your bank account.
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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3 days ago
Dear Momo95,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Momo95 has 3d 5h 56m 16s to reply
Kristina is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
