The player from Austria is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.
Platincasino - Player’s struggling to complete account verification.
Amount: €210
Platincasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
I uploaded all my Documents , all Deposit Proofs (Skrill and Paysafe) what they requested , now they keep cancelling my withdraw and want same proof over and over again even i uploaded it all. Im playing Slots more then 10 Years Online and never saw such thing. They want let the Customer wait so he can lose the Money again. Maybe u can contact them somehow ? Aswell you can see on The Document Screenshot , they accepted Paysafe 2 days ago and after 2 days they requesting same proof via Email. Pretty Disgusting behaviour. Greetings
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2 years ago
Dear mak1nho,
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.
Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?
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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2 years ago
Translation
Why are you trying to explain KYC to me? Played online slots for 10+ years, they had all the documents, only wanted paysafe proof and skrill proof, got both but wanted it again and again, something like this is not normal and can't be normal my friend 😉 I've now received the payout after 5 days and after sending same Paysafe proof and Skrill proof 3 times. It's sad what the online providers do with the customers, they hope that the customers will lose the money and troll the customers like that. You can now close the case, thanks anyway for the help.
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Automatic translation:
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, mak1nho, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
