The player from Germany had deposited €80 and won €400, but her withdrawal was repeatedly canceled with excuses about processing delays. After multiple communications and document submissions, the casino confirmed that her bank statement had been received and approved, leading to her payment being processed. The issue was marked as resolved, although the player expressed frustration with the casino's lack of communication. The Complaints Team appreciated her cooperation and offered assistance for any future issues.
Platincasino - Player faces delayed withdrawal and unanswered inquiries.
Amount: €350
Platincasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
Platincasino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
3 months ago
Translation
Good morning,
On August 8th, I deposited €80 at Platincasino using "Sofort". I won €400 very quickly and wanted to withdraw it. After a week, I asked via live chat where my winnings were.
And then the excuses started. The same sentences over and over again, why and how the payout hasn't happened yet; too much winnings, too much to do, etc....
OK, I was "satisfied". Within half an hour the winnings were cancelled. You have to have proof of 1. which account the money was paid from. 2. which amount 3. the date 4. the time 5. the name of the account holder must be clearly visible. and always the same instructions, no ifs and buts. I have had countless emails and so on. I was able to threaten with a lawyer, police, guru, but no other reaction. Always the same.
I am now desperate and don't know what to do.
greeting
Susann Z***
PS I have much more evidence
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 months ago
Dear Suppenhexe,
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?
- Was your account verified? Did you provide any other documents to verify your identity?
- Did you accumulate your winnings with or without an active bonus?
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
Hello Kristina
Well, I had played there from time to time and had won, it took quite a long time but not that long. My account has been verified. All that was required was my "bank statement".
Automatic translation:
Sensitive attachment
Sensitive attachment
3 months ago
Translation
I just got another email from Platin
Automatic translation:
Public
Public
2 months ago
Thank you for your reply, Suppenhexe. Are you sure you provided all the required documents?
Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Public
Public
2 months ago
Translation
I have sent the requested documents over and over again. I refuse to send just a bank statement with the name of the bank etc. I have sent screenshots several times.
I will send all documents by email.
Automatic translation:
Public
Public
2 months ago
I would like to emphasize that casinos can ask for full bank statements. If you haven't provided it yet, I recommend that you do so as soon as possible so we can proceed with this complaint. Please let me know when you send all the necessary documents. Thank you very much for your understanding and cooperation.
Public
Public
2 months ago
Translation
Good morning,
my bank sends me the bank statement. There was no other way
Automatic translation:
Public
Public
2 months ago
Translation
I now had to send the bank statement directly from the bank to Platin AND IT WAS CANCELLED AGAIN.
I'm starting to despair, this is bullying. It's been exactly a month since I won it.
Automatic translation:
Public
Public
2 months ago
Thank you very much, Suppenhexe, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Public
Public
2 months ago
Hi Suppenhexe,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Platincasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, confirm if you have received a bank statement from the player to prove the deposits. Is there anything else missing to verify the player's account and proceed with the withdrawal?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru
Kind regards,
Natalia
Public
Public
2 months ago
Translation
Now they're sending my money straight back.
Automatic translation:
Public
Public
2 months ago
Can you please specify what you meant, Suppenhexe? Your withdrawal request was canceled and the money was returned to your casino account balance?
Public
Public
2 months ago
Translation
Exactly, and otherwise you would have received an email saying that it had been cancelled.
Automatic translation:
Public
Public
2 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
2 months ago
Translation
And how can I behave to get my winnings?
Automatic translation:
Public
Public
2 months ago
Translation
Unfortunately, your document could not be released.
Personal message from your customer service team:
Please remember that we need proof of deposit via the payment method used. It should clearly show the name of our casino, the amount deposited, the date, time and the name of the account holder from which the deposit came. (2024-08-08 15:40:22 - 80 EUR) (2024-08-15 08:14:08 0 - 25 EUR)
If you have any further questions, you can contact our customer service directly at any time.
This is an auto-generated email from a system email address. Please do not reply to this email.
Your Platincasino always with you!
Play with fun anywhere, on any device.
Questions?
Please contact our customer service team.
how am I supposed to do that????
My bank statements look different. I'm desperate.
Automatic translation:
Public
Public
2 months ago
Dear Suppenhexe, have you already shared the requested bank statement? Would you mind sending me the document you sent to the casino as proof of your deposit (at natalia.b@casino.guru)? If the casino doesn't accept it, I'd like to take a look and evaluate your document, then we may think of the possible reasons for rejection.
Anyway, we are still waiting for the response from the casino representative.
Public
Public
2 months ago
Hello,
The player still did not provide the requested documents in the correct form.
The player account could be verified with the provided POA and ID but the needed documents to verify the payment methods are still missing and repeatedly requested with all necessary info.
Every used payment method needs to be verified to be able to withdraw. Still missing are 2 bank statements with proof of the deposits from 2 different payment methods. All are requested via email from the player.
As soon as these are uploaded and verified by the relevant department, the withdrawal can be processed.
Waiting for the documents from the player.
Thanks,
Public
Public
2 months ago
Translation
How am I supposed to upload something that my bank can't offer me? I don't know of a single casino site that has ever required me to do that.
And when I "made" it myself, it wasn't right again. Man oh man, that's no fun. Never play on platinum again!!!!!!! But I still don't want to give a cent. So 350.00€ and I'm gone forever
Automatic translation:
Public
Public
2 months ago
Dear Suppenhexe, I want to assure you that this is a common procedure and a standard part of verification when online casinos request bank statements from players to verify their deposits, your documents won't be used in bad faith, it is solely requested to confirm that the deposit method used belongs to you.
So you are encountering problems getting the bank statements? Do I understand correctly that you used Trustly and Sofort for depositing? Can you check if you have an option for downloading the monthly statement directly from your account via online banking or an app? Or maybe you receive the bank statement monthly in your email?
Sensitive attachment
Sensitive attachment
1 month ago
Translation
But I can't make any bank statements at Targo.
If I have to go to Targo, it is 20km away from me. There is NO other casino that wants it. I have already received several
sent, but it is not enough!!!!Automatic translation:
Public
Public
1 month ago
Dear Suppenhexe, do I understand correctly that you never received a bank statement from your Targo bank? Have you tried calling the number on the screenshot to get more information from the bank's customer service? Probably, if you call them they will provide you with an explanation of where the documents can be downloaded from.
Another thing we need to check is that you mentioned that you made deposits via Sofort, maybe it is possible to get such statements in your Sofort account/app instead of Targo?
Public
Public
1 month ago
Translation
I sent a bank statement and it was refunded again without a word.
Automatic translation:
Public
Public
1 month ago
Dear Platincasino, have you received a bank statement from the player? Was it rejected for any reason?
Public
Public
1 month ago
Hi Team,
So the Statement was received and approved and money paid out a week ago. 🙂
Have a lovely day!
Public
Public
1 month ago
Thank you for the updates, Platincasino.
Dear Suppenhexe, based on the casino's reply, your withdrawal was processed. Please, confirm if you have already received the payment.
Public
Public
1 month ago
Translation
Payment came but without any response. Never again from this casino!!!
Automatic translation:
Public
Public
1 month ago
Dear Suppenhexe,
I'm glad that you finally received the money and your issue has been resolved though I'm sorry to hear that you were left frustrated with the casino. We'll go ahead and mark the complaint as 'resolved' in our system. Your cooperation and confirmation are very appreciated. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
