The player from Germany requested a withdrawal one month ago after a prolonged verification process and received approval for the withdrawal. However, the casino has since stopped responding to messages or emails, and the funds have not been paid out.
Platincasino - Player experiences delayed withdrawal response.
Amount: €850
Platincasino
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8.8
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Case opened
Current status
Waiting for casino to reply
5d 15h 58m 1s
Case summary
yesterday
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1 month ago
Translation
I had previously been in contact with the casino because they refused to verify me for weeks. Apparently, some documents were missing. After the verification, I requested another withdrawal which was then approved.
However, since then, nothing has been paid out, and the casino does not respond to any of my messages or emails! I am simply being ignored!
In my opinion, this is very unprofessional behavior.
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4 weeks ago
Dear Lemon024,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals from the casino in the past?
- Could you please post a screenshot of the verification of your player's account?
- Have you accumulated your winnings with the help of a bonus?
- When was the last time you were in contact with casino support and what did you discuss?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
- Kindly include the most recent responses from the casino.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
Translation
Attached is a screenshot of the verification. I deliberately left the rejected documents in there as proof. But I submitted all the required documents there!
I have successfully submitted the documents highlighted in red or yellow for your information.
Should I have removed the invalid documents? But I don't think it can have anything to do with that?
This is my first withdrawal there.
I played completely without a bonus
The last time I had contact was when the casino asked me for documents to verify me. Without being verified, the casino would not have confirmed the payout!
Best Regards
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2 weeks ago
Thanks Lemon024 for your reply.
Could you please forward the last email or other recent communication you received from the casino?
Send it to my email at tomas@casino.guru
I apologize for the inconvenience.
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2 weeks ago
This is their last message to me. They told me the verification is fine and that the money is on the way.
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2 weeks ago
Thank you very much, Lemon024, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 week ago
Dear Lemon024,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Platincasino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Platincasino,
Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?
Thank you in advance for your response!
Best Regards,
Kubo
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1 week ago
Hi ,
Please see attached our reply from 10. October. The pay out was processed in September to your bank account. If you have not received it , please send a PDF File showing transactions from 26/09/2024 till today .
Thanks,
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1 week ago
Translation
These are my bank statements. Nothing arrived in the account that the payment was supposed to go to!
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1 week ago
Hi ,
Can you kindly send clearly visible bank statements in PDF form to support@platincasino.com ? Also we had asked you already and you never sent it.
Waiting for the statements via Email so then i can forward it to the payment provider.
Thanks,
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yesterday
Dear Platincasino,
Thank you for the update. Could you kindly confirm whether you have received the player's bank statements in PDF format? Additionally, could you provide clarification on the next steps in this process?
Thank you in advance for your assistance.
Platincasino has 5d 15h 58m 1s to reply
