The player from Switzerland had used a Paysafe Voucher to deposit and struggled to withdraw a balance of 137.27€. Despite having provided screenshots and transaction evidence, the casino had repeatedly requested Paysafe account deposit confirmation, which the player didn't possess. After several communications with the casino, the player had managed to withdraw an amount less than the initial balance. They had agreed with the casino to make future deposits via Mifinity to avoid similar issues. The Complaints Team marked the issue as resolved after the player confirmed resolution.
Platincasino - Player experiences withdrawal complications due to Paysafe deposit.
Amount: €137
Platincasino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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1 year ago
Translation
I once had over 300€, but now I am down to 137.27€. I am trying to retrieve this sum.
The issue stems from my use of a Paysafe Voucher to make a deposit, as I typically do in other casinos. I do not have a Paysafe account. I am aware of some casinos where one cannot make a deposit without a Paysafe account, and I don't play at those because I don't have such an account. However, I am frequently demanded to upload a screenshot with payment confirmation from my nonexistent Paysafe account since I was able to deposit at their place without one.
I have written to the customer support several times explaining the situation, and they seem to understand and have promised to escalate the matter.
I was also told that I could withdraw through mifinity because withdrawals of 20€+ are only possible there, whereas for a bank transfer the minimum is 500€+.
Despite having done everything asked of me and the support team assuring me that they would see to the issue, I am still receiving the same email after the third time, demanding again the deposit confirmation from my Paysafe account (which I logically cannot have). Even though I did send them photos of my voucher and a screenshot as transaction evidence demonstrating that the deposit was made without a Paysafe account.
It's absolutely despicable for them to provide customers with a deposit option that doesn't require an account and then refuse to process withdrawals because the deposit was made without that account.
I feel helpless here; my correspondence with customer support has not yielded any resolution yet.
I'm really starting to feel like they're toying with me.
Automatic translation:
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1 year ago
Dear Urugu,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Good day
Thank you for your offer to help me with this.
After a long time back and forth and after days of finally getting an answer via email from them (not just support chat), we were finally able to sort it out.
Unfortunately, what I was able to withdraw was nowhere near the initial amount.
But they realized that I couldn't give them confirmation of the deposit from a paysafe account because I did it using vouchers.
We also agreed that in the future I will make the deposit directly via Mifinity, so I will then be able to find the deposit confirmation I want.
So that's settled. Nevertheless, thank you very much for your offer to help, you don't feel alone against a company/organization.
I still have a question about another payout (other casino).
I think they are right, but I'm not 100% sure.
When I wanted to make the withdrawal, they said that I had exceeded the maximum bet per spin.
I think I know where, there is a bingo game like that, my initial value that I played for the balls to come was €0.20, when the main balls are through you can also have individual balls come out.
But for each individual you have to pay according to how high the possible profit is and, above all, how close you are to it. And this value can vary greatly.
From o.o1€ to 13.00€ (worth at least an initial start of 0.20€).
In any case, I bought extra balls to get the 3 balls that I was missing for the main prize, initially they were very low values, at most 3€, but the last 3 were then 10€, 11€ and then 13.40€ or so.
I also won €250 with that.
In any case, apart from the €20 (which I paid in), they took away everything else.
I think you're right, but I still wanted to ask.
Above all, I was able to win again with the remaining €20 (no bonus is running now).
But they can't take these new profits away from me, can they?
I didn't make any bets over €5, but since the bonus is no longer running, I could even do this and they have to pay me my new winnings, right?
Best regards
Oliver A*****
Edited by a Casino Guru admin
Automatic translation:
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12 months ago
Thank you, Urugu, for the update. I'm pleased to learn that the issue with your deposit payment method has been resolved, and an agreement has been reached with the casino regarding your future deposits.
Regarding the maximum bet rule, we understand and accept if the casino decides to cancel bonus winnings due to this rule. Ideally, it would be preferable if this rule were enforced at the software level, but regrettably, many casinos have not implemented it yet. However, we strongly oppose the use of the maximum bet rule to confiscate any real money winnings. Please keep me updated on any further developments, and rest assured, we are here to assist you.
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11 months ago
Translation
They don't want to pay me out.
I find it unfair.
Since I'm in this bingo "slot"
Yes, I set it to €0.20.
Only during the game, where you can get additional balls at the end, did the cost of the ball jump to over €10, but I didn't set this myself and it can't be changed. But there were 3 balls missing for the main bonus so I just clicked on it.
I could understand it if I myself had set the stake at over €5.
But I haven't.
In addition, the winnings from the bingo game were not even counted towards the wagering of the bonus.
I even took a screenshot when I exited the game. You can see that I have over 250€ or even 300€ but with the bonuses only around 180€ if it was implemented at all.
So to sum it up, they cut me all of my winnings because of a bet I had set at €0.20 and since the game works like that, I had to spend €10+ to continue playing.
After that, the winnings didn't even count towards the sales of the bonus.
Somehow it doesn't quite work.
What can I do against it?
By the way, it's the casino: https://www.slotsgallery.com/de/games
They cut me €314.44 and only left 20.
Best regards
Oliver A*****
Edited by a Casino Guru admin
Automatic translation:
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11 months ago
Please submit a new complaint and we will try to help you and investigate. It would be ideal if you could upload your game history and any relevant communication when filing the other complaint.
Meanwhile, I will mark this complaint, about Platincasino. as resolved.
Thank you very much, Urugu, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
