HomeComplaintsPlatincasino - Player experiences delays with withdrawal.

Platincasino - Player experiences delays with withdrawal.

Amount: €100

Platincasino
Safety Index:High
Submitted: 11 Jun 2024 | Case closed : 03 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 months ago

The player from Germany had been attempting to withdraw her free spin winnings for 10 days, but her requests were continuously canceled. She had previously been verified and had contacted the finance department but faced issues with live chat and email responses. The complaint was closed as the player confirmed her withdrawal had been accepted and no further response was received.

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5 months ago
Translation






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PR

Petra Reimer

11 reviews


EN

2 hours ago

Payout problems

I don't want to make the casino out to be any worse than it is! I've been playing there for a long time and have never had any problems. But I've been trying to cash out my free spins winnings without making a deposit for 10 days now. But it keeps getting cancelled, I was already verified beforehand, I realize that documents have to be submitted later because it's out of date or a different payment method. But it becomes a problem when no more precise information is given in the payment history other than credit card. I've certainly deposited with my bank card before, but I've generally deposited via Mifinty, but I'm no longer shown this option, so I've now verified my bank card so I can cash out there. But that was also cancelled. I contacted the finance department by email. I can hope for an answer in 48-72 hours, and the live chat has been saying error, try again later for days, well, obviously only after you've described your problem in detail.

I'm really disappointed, it's not like I've lost money before and now I'm a bit lucky and it's made so difficult and delayed.

I still hope for a happy ending.


Lg Petra R***

Edited by a Casino Guru admin
Automatic translation:
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5 months ago

Dear Petra2807,

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 before? 
  • Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

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5 months ago
Translation

It looks like it's all over now. My withdrawal has now been accepted. Thank you for your effort anyway.

If the payment is withdrawn again, I will contact you again.

Best regards

Petra R***

Edited by a Casino Guru admin
Automatic translation:
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5 months ago

Thank you for your reply, Petra2807. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

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5 months ago

Dear Petra2807,

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.

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4 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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