The player from Germany is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Platincasino - Player’s struggling to complete the account verification.
Amount: €2,000
Platincasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.8
Platincasino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
have been waiting for my 2000 euros for months which was originally over 3000 euros. I've already lost something and now I've set a loss limit. I have been a customer for two years and have also been verified for two years and now after requesting a payment of 2000 euros I have had problems for almost a month! I have paid in via bank account and have used two credit cards and paysafe over the years. The last time I won was with the paysafe card. Now they want photos of both credit cards, one is no longer available because I was canceled. I still had a photo of where my name is on it and this one sent it to you! Now they still want the back that I don't have. I then sent a confirmation of termination where my name account was all on it, including which ones were not accepted. The credit card has not existed for a long time, I had paid in so much in the two years, the wish to pay out is nothing against it! Will never play platinum again and I have removed the limit and now gamble away the money even if I will not achieve anything with your support for the next seven days. Last weeks I deposited 10,000 euros elsewhere, I don't care if you lose half a customer if I don't get the money.
thank you for your support in advance
With best regards
Automatic translation:
Public
Public
3 years ago
Dear Ahahakan,
Thank you very much for submitting your complaint and forwarding relevant screenshots. 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.
Do I understand correctly that verifying your old payment method seems to be the only obstacle standing between you and your winnings? Was your account previously verified or this is a first attempt to withdraw winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
I used a credit card a long time ago and it is no longer there and that's when I was terminated! I was verified earlier and in 2018 the credit card cancellation confirmation was accepted today, thus verifying the payment method!
According to the chat, nothing should stand in the way of my payout. From now on I don't think there is a problem anymore, you can report the complaint as resolved!
thanks anyway for your support!
unfortunately I couldn't remove the complaint somehow, I wrote an email about it!
Kind regards
Automatic translation:
Public
Public
3 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ahahakan, for your confirmation, and please don’t hesitate to contact us 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
