The player from Germany is having difficulties withdrawing winnings due to incomplete verification. He didn't pass the verification and lost his funds.
Platincasino - Player’s struggling to complete KYC verification.
Amount: €700
Platincasino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I wanted to withdraw my winnings. First, my account had to be verified (deposits followed with Apple Pay). After I had submitted the required documents, an email came again saying "documents are still missing". After chatting with customer support, I re-submitted the required paperwork. Then another email came, documents were missing, I contacted the chat again, who then informed me that he had to have verified all deposits from 2021, so I sent bank statements from the months in which it is clear what I deposited, my name and address, etc .
Now I have seen in my account that the documents were rejected again and a short time later my account was blocked until 02/18/22.
Please help, because the support just can't help me anymore.
Automatic translation:
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2 years ago
Dear André,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Do I understand correctly that this was your first attempt at withdrawal? Could you please post here a screenshot of that message informing you about rejected documents and blocked account?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
The problem is that I currently have no access to my account because it was deactivated by Platin Casino (for whatever reason) otherwise I would have gladly sent you a screenshot directly 🙁
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2 years ago
Thank you very much André for your reply, I understand. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello André,
I looked at your complaint and will do my best to help you. I would like to invite Platin Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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2 years ago
Hello,
have to clarify some details in this complaint.
Player had 700€ in Withdrawal and was asked for Verification that's correct.
However the player had used 16 different Apple Pay Accounts to deposit at Platin Casino.
We're obligated to verify each of those 16 Apple Pay Accounts. Player initially failed those Verifications, and while our Support was still trying to assist him with Verification, player lost his funds and closed his player account on January 19th.
So unfortunately there's nothing we can do here.
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2 years ago
Translation
Why did I lose my credit? I've chatted with you several times. It was always said what was missing, I made my bank statements available to you, where you can see all deposits.
now i lost my balance and my account? Are you not serious? How can you be so bold? I have tried several times to contact you and clarify what exactly you need.
Edited
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2 years ago
Translation
I didn't close my account, I didn't bother, I did everything that was asked of me. You blocked my account. I got a message that my account is locked until February 18th. I can't do that myself. Cheeky to block my account and now to say I had lost my credit.
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2 years ago
Dear Casino,
thanks for the explanation. Please, send me evidence that the player failed verification. Also, evidence that he lost his funds and closed the account. My email: viliam.v@casino.guru
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2 years ago
Dear André,
I've received evidence from the Casino. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
