Platincasino - Player’s struggling to complete the account verification.

I have submitted every document they have asked for and more.

I deposited 100 via e-transfer. I am trying to withdrawal my 1200 winnings. They approved my driver's license and utility bill but they keep rejecting my bank account information. I have proven the e-transfer. I have proven my name and address and all the account information. They keep saying they need the IBAN number. I called my bank and they informed me the IBAN in Canada is the institution number, the transit number and account number. It's spilt in 3 but put it all together it is the IBAN. I.have explained this several times and yet I continue to get the same generic notification saying the same thing. "Missing IBAN number"

It's very frustrating.

Dear cakevinmc,

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.

Do I understand correctly that providing a bank statement with IBAN code seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Thank you for getting back to me.

My driver's license and proof of address were approved.

The only problem is the IBAN number which I've explained is split in 3 institution number transit number and account number all together make the IBAN number.

I have explained that but keep getting rejected and told I need to include the IBAN number.

After calling my bank that's what I was told and that's what I have explained via email and chat.

I have sent bank statements, void checks, proof of etransfer to Gigadat. Proof of account and more. Still I get rejected.

Kevin M******

Thank you very much, cakevinmc, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you again for getting back to me

I have since played down my winnings as I am pretty sure the casino will continue to reject my verification documents.

I have even sent a letter from my bank and still cannot withdrawal my winnings.

Once my money is depleted I will close my account however I would still appreciate this being looked into so other Canadian players do not run into the same problems.

Thank you

Kevin M******

Hello, cakevinmc,

I am sorry to hear about your negative experience.

Canadian banks do not use IBAN. This is probably why the transfer could not be made. The withdrawal request should be made via another payment method. For example, SWIFT or Interac.

Unfortunately, since you have played your balance down, I am afraid there is nothing more we can do. In this case, we are forced to reject this complaint due to the loss of the disputed funds.

Although I hope you will not come across a problem like this again, 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.

Best regards,

Branislav, Casino.Guru

Greetings all,

The complaint has been reopened after receiving the following information from the casino:

"Hello,

we're really sorry for your issues with our verification process. No matter the balance was played down we've checked your complaint and decided to re-credit 1.000C$ to your account. All issues with verification are now solved and you're able to withdraw.

All you have to do is log in and provide us with a bank account for withdrawal.

Please take our apologies for this situation and our promise we've made sure this won't happen again.

Platincasino welcomes all Canadian players to our Online Casino."

Dear cakevinmc,

Can you please provide us with an update? Was your account credited with Can$1,000? Was your account fully verified? Are you able to withdraw your funds now?

Dear cakevinmc,

Can you please answer my previous post? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

I am still attempting to receive my money. I deactivated my account because I had no plans to return. I was told I can reactivate April 8th but that I can receive my money by providing info via email that they will send me. So still a waiting game. I will notify you if and when I do receive it.

Thank you again for you help.

Kevin M******

Update from our side.

Player has request withdrawal and payment will be processed today.

Hopefully ☺️

Greetings all,

Thank you, Platin Casino Team, for your reply and the update.

Dear cakevinmc,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

We still have not received payment. In fact the last email again stated they were investigating.

We were told they were doing it manually and wld be 24hrs. That was Monday.

Seems we are once again getting the runaround.

Kevin M******

Hello, cakevinmc,

Has there been any progress on your issue? If the payment was made by bank transfer, it may take some time (several business days) for the casino payment provider to fully process it, especially if we are talking about an international transfer.

Yes, sorry. I received my money. Thank you for everything

Great news! Although after a long time, thank you very much, cakevinmc, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds! As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, too, Platin Casino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru