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.
Platincasino - Player experiences delays with withdrawal.
Amount: €100
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 closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
3 months ago
Translation
Thank you! Your rating counts.
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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getting cancelled, I was already verified beforehand, I realize that documents have to be submitted later because it's out of date or a different payment method.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:
Public
Public
3 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
Public
Public
3 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:
Public
Public
3 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.
