The player from Germany had initiated a €400 withdrawal on 01.05.2024 but his request got cancelled. Despite having been a long-term customer who had completed multiple verification processes for previous deposits and withdrawals, he was asked to verify his account once again. The player had expressed frustration at the repeated verification requests, despite being a long-term customer. We had advised the player to adhere to the casino's instructions and provide the requested documents. However, due to a lack of response from the player, we were unable to proceed with the investigation or provide a resolution. The case was subsequently closed.
Platincasino - Player's €400 withdrawal has been cancelled due to re-verification.
Amount: €400
Platincasino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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6 months ago
Translation
I won 400€ on 01.05.2024 and initiated a withdrawal, but the next day my withdrawal was canceled. I was asked to go through a VERIFICATION process again. I have been a customer for years and am a platinum member. They have all my documents from 3 different deposits or withdrawals, yet now I'm being asked to go through it all again. I'm starting to think they're really messing with people. This morning, I sent everything again, and once more it was canceled. Vince, support.
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6 months ago
Dear z3roxe10,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Translation
In order to fully verify your player account for future deposits/withdrawals, we require the following documents: that was the answer from Vince as he claims to be in support. Even though I am verified as a full platinum customer with everything, should I do it again? Yesterday support told me that unfortunately there are a lot of withdrawals at the moment and mine will be processed directly this morning, and what happened, the email with the payment was canceled.
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6 months ago
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Vince (PlatinCasino)
May 3, 2024, 08:20 CEST
Hello P****,
In order to fully verify your player account for future deposits/withdrawals, we require the following documents:
Proof of payment
Deposit: 2024-05-01 02:25:46, 50 EUR
Upload a bank statement showing the above deposit. Your name and the date must be visible on the bank statement/transaction proof.
Please note that the document will be uploaded by the bank either in PDF format or printed and photographed.
Here is the direct link to upload your documents: https://www.platincasino.com/profile/general/verification?target=_self
If you have any further questions, please contact us via chat between 9 a.m. and midnight or via email.
Best regards
Are they trying to pull a little scam on people?
I've had an account there since 2016, still the same bank where I always deposit money.
I've probably uploaded over 50 pictures for verification since 2016 and they keep coming up with the same shit.
Edited by a Casino Guru admin
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6 months ago
Hi z3roxe10,
I doubt the casino is intentionally delaying your withdrawal. It's standard procedure for them to periodically verify documents and payment methods. My advice is to adhere to the casino's instructions and kindly update me on any further developments.
Thank you.
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6 months ago
Dear z3roxe10,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
