The player from Germany cannot withdraw their winnings due to missing proof of income. The player couldn't provide this document and later stopped responding to his complaint, therefore we rejected tit.
Platincasino - Player is unable to provide the required document.
Amount: €2,260
Platincasino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Ladies and gentlemen,
Platincasino will not pay out an amount over €2260 because you have requested a document that cannot exist!
They want to know why I deposited €7,500 in October because they think my salary is not high enough?!
I won this money in a normal casino and of course I didn't receive a receipt... Now it's practically impossible for me to prove the origin afterwards! do i need to hire a lawyer?
Automatic translation:
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2 years ago
Hello hennyssy,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies.
Do I understand correctly that providing proof of income seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello Kristina,
Thank you for taking this case on! The casino says that my income is not enough to deposit this amount, which was only possible because of a casino win on land! I do not understand that with losses of a total of 11,500 euros, it is obvious that it is not money laundering! In addition, I was still able to deposit money after October!
If the casino had any suspicions according to AML guidelines, they should have reported it there! I asked the Landcasino but they can't issue a certificate of profit afterwards! The problem seems to be unsolvable without legal support!
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2 years ago
Translation
All documents were accepted and recognized, and I was also able to pay out in the past, just not this time, which I can't understand
Edited
Automatic translation:
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2 years ago
Do I understand correctly that winnings from the land-based casino were paid to you in cash?
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2 years ago
Translation
yes you would ! and i also sold my car in september i received the amount in cash i also sent this sales contract to platincasino they no longer have a legal basis to withhold my profit!
Automatic translation:
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2 years ago
Could you please clarify how much money you received from the land-based casino? Do I understand correctly that this is the only income to which you cannot provide a document/proof?
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2 years ago
Translation
I won there in the free spins of magic mirror 8300 € but took from the casino about 6000!
But I always have cash at home so I save better than on a normal bank account!
I've had my player account there for years and suddenly they come with AML
Automatic translation:
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2 years ago
I am sorry, hennyssy, but that is a fairly significant amount for which you cannot provide proof of income. We cannot punish the casino for asking for such a document as it is most likely required by the licensing authority.
We would really like to help you, but if you are not able to provide a basic document like this, there is not much more we could do. We cannot force casinos to pay out your winnings under these circumstances.
Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
