The player from Germany is experiencing difficulties withdrawing his winnings from the casino. The player confirmed the cashout was successful.
Platincasino - Player is struggling to withdraw his winnings from the casino.
Amount: €160
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I'm having trouble withdrawing my balance. Deposit was made with a debit card. The payout should also be made via the debit card, but this has not worked twice because no money can be paid into one or this debit card. Instead of addressing the issue, I had to verify the debit card twice within 4 days.
As no solution was offered I canceled the player account today with the expectation that the funds will be transferred to my verified bank account.
Expiry: 05/20/23 €30 deposited, €60 for withdrawal. Debit card uploaded for verification. Played on for €0.25 and won €100. 22.05.23 Debit card was verified €60 back in player account.
€160 withdrawal failed. Tried again - failed. The card was verified again, which was rejected on 05/23/23. But I have no other option to withdraw.
cancellation on my part.
Automatic translation:
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1 year ago
Dear ajurna,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
Has the casino recommended any alternative payment methods to you so you can cash out your winnings?
Looking forward to hearing from you.
Best regards,
Tomas
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1 year ago
Translation
Hello Thomas,
First of all: the problem is solved.
The account is fully verified, played without a bonus and the wager has been wagered. My suggestion to just deposit with a different method and then use that as a withdrawal method was rejected in live chat. Initially, no solutions were offered in 10 emails, or the problem was not understood, i.e. the non-functioning payment to the debit card.
Yesterday, an employee actually made the suggestion by e-mail to simply pay in using a different method. At Platincasino, the deposit method is always used as the withdrawal method. I didn't wait for confirmation that this really works, or not received either. So €10 paid in with Sofort, wagered and given €161 for withdrawal.
I re-uploaded my ID and a bank statement for verification and today the money was issued for payout. I think it will arrive too.
Best regards
ajurna
Automatic translation:
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1 year ago
Thanks for the update,
I am glad the casino found the solution to pay you the winnings.
Was your payout successful? May we consider the issue resolved?
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1 year ago
Translation
Hello Thomas,
Yes, the problem is solved.
Thanks
ajurna
Automatic translation:
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1 year ago
Dear ajurna,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
