Platincasino - Player’s struggling to complete account verification.

Amount: €2,000

Platincasino

Safety Index:High Submitted: 17 Jun 2022 | Case closed : 30 Jun 2022

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. We rejected the complaint because the player didn't respond to our messages and questions.

Public

bobicschwarz1

Visitor

Public

1 year ago

OriginalTranslation

I won at Platincasino a few days ago (€2000) and then wanted to be verified, I submitted all the relevant documents but so far they are all still in the status: Pending. I heard from support that I should be patient, everything is fine until this morning when I received an email from Platincasino saying I should verify myself within n/a, otherwise my account will be blocked after this time.

Everything runs under my data accounts etc. I won and played as usual and wanted to pay out but they probably want to refuse me this. How should I proceed?

ps no bonuses only real money

Automatic translation:

Public

Kristina

Deputy Complaints Team Lead

Public

1 year ago

Dear bobicschwarz1,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly? Have you submitted them as soon as possible and in the correct format?

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,

Kristina

Public

Kristina

Deputy Complaints Team Lead

Public

1 year ago

Dear bobicschwarz1,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

Public

Kristina

Deputy Complaints Team Lead

Public

1 year ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.