The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing additional verification. The player has decided to cease pursuing the complaint and we have rejected it.
Platincasino - Player’s struggling to complete the account verification.
Amount: ??
Platincasino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, dear Casino.Guru team
I have a problem with Platincasino and my verification.
The casino requires documents for verification, which the casino does not need.
I have been registered with the casino since 2019 and verified myself sufficiently in May 2022.
Bank card front and back
account printout
ID card, front and back
proof of address
Since I have been using a different bank account for months to deposit money and withdraw winnings, I VOLUNTARILY re-verified on April 1st, 2022 with
Identity card front and back
account printout
proof of address
and my bank card (savings bank), front and back!
Everything was accepted except this bank card obviously not.
For months I deposited money with this Sparkasse bank account and on April 1st, 2022 the casino transferred me a profit of 425 € to this Sparkasse account!
And now the casino doesn't accept this bank details.
I have Behrfach on 04/01/2022 and 04/03/2022 and 04/06/2022 2 x by email attachment and in the casino itself.
Sparkasse card uploaded (front and back).
Sometimes the card is accepted and sometimes it is rejected.
An eternal back and forth!
Then the casino also asks me to upload the card (front and back) from my other bank account (another bank).
But I no longer use this account for Platincasino.
Today the casino demands that I get confirmation from the other bank that this bank account no longer exists and should upload this certificate to the casino as proof.
However, this other bank account still exists and has not been deleted.
So I also don't get a certificate from the Platincasino that this bank account no longer exists.
the other bank account still exists, but I no longer use it for Platincasino.
Platincasino does not want to accept that and asks for this bank card as proof, although I no longer need this bank account for Platincasino.
But Platincasino does not want to understand this and does not want to accept it.
Does this casino now tell me which bank account or savings bank account I want to use for deposits and withdrawals?
Everything I write and everything I explain the casino does not accept and does not want to understand.
And then I get written that my uploaded bank card is allegedly not original or the photo is not original, but a duplicate!
I took a photo of this Sparkasse card.
1 x front and 1 x back.
And this is an original photo and not a copy of a photo - and also not a duplicate of this Sparkasse card, but also an original.
Although I have now explained this several times at Platincasino, they insist on uploading the bank card, which I no longer want to use!
Should I ever use another bank account for a deposit or withdrawal at Platincasino, I will of course also upload the bank card (front and back) from this new bank.
At the moment it looks more like I'm going to look for another casino if Platincasino continues to make such a fuss and ask for documents that the casino doesn't need - for example for a payout!
I hope Casino.Guru can help me here.
Greetings Frau RausD
Automatic translation:
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2 years ago
Dear FrauRausD,
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 verifying the payment method seems to be the only obstacle standing between you and your winnings? Please bear in mind that all the payment methods that have been used for deposits need to be verified properly.
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
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2 years ago
Translation
Hi there,
I do not need to prove a bank account that I no longer use for this casino.
I have proven the bank details I use several times.
I have uploaded the Sparkasse bank card several times, with the front and back.
I have uploaded a bank statement with my address on it as proof of address.
And I've uploaded an account statement showing a deposit from Platincasino.
I have now proven this savings bank account several times.
And Platincasino has already transferred a profit to this account!
So this casino has also accepted this Sparkasse account as a payment method.
If the casino does not accept this valid and current Sparkasse account and is not sure that this is also my account, the casino would not have been able to transfer the last winnings on 04/01/22.
However, the winnings of 425 euros were transferred from Platincasino because I proved that this was my valid account.
This is my Sparkasse account, which I use to make deposits and withdrawals at the casino!
Platincasino has received several photos of this Sparkasse card.
I have uploaded a bank statement with my address and bank details.
I uploaded a receipt with a deposit at Platincasino.
Isn't that enough proof that this is actually my Sparkasse bank account?
And again:
Platincasino already has this Sparkasse account on 01.04. transfer a profit and the money was on 04.04. received on my Sparkasse account.
Why do I now have to provide proof of an old account that I no longer use?
What's the point?
No more money is coming into this bank account.
So I could no longer make a deposit in the casino with it.
AND I don't want to have any winnings paid out on this account either, so why does the casino need these unused bank details from my other bank account???
OK, one more time:
Why should I verify a bank account now if I no longer use it for the casino?
I have already verified the Sparkassen bank account, where Platincasino is supposed to transfer winnings (if there is a win), and uploaded all the documents!!!
The casino has had all my data since May 2019 and has accepted all data and is now making such a fuss about a bank account that I no longer use at the casino!
Platincasino asking me for data that the casino does not need, for my verification, is a violation of the German Data Protection Act.
Greetings Frau RausD
Edited
Automatic translation:
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2 years ago
Translation
Hi there,
Although I have explained my situation with my bank to Platincasino several times, Platincasino does not stop bothering me with emails and keeps asking for my bank details to be uploaded and verified, which Platincasino does NOT need for deposits and withdrawals because I use them No more deposits and withdrawals from bank details!
greeting
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2 years ago
Translation
Hello,
Platincasino wrote to me that you can only pay out to this bank account with the bank account from which you deposit money, and I have verified the bank account (savings bank) several times
- Bank card front and back uploaded multiple times
- Account printout from this Sparkasse account that I used to deposit at Platincasino
- Proof of address, with a bank statement from this savings bank, uploaded to Platincasino
So I did exactly what Platincasino's terms and conditions and Platincasino support stipulated!
However, Platincasino wants to determine from which bank account I pay in and out and therefore requests photos of the bank card that I no longer want to use from the casino.
And which I can no longer use to make a deposit at Platincasino.....so I can no longer have anything paid out on this bank account either.
Platincasino wants me to continue using this bank account, which I can no longer and do not want to use....
or I have to cancel this bank account at my bank and then send a cancellation confirmation to Platincasino.
1. I can't cancel the bank account because I'm still paying off a loan and this bank will therefore never accept a cancellation.
2. I don't want to close the bank account either.
Why should I?
Can Platincasino now determine my finances and bank details?
Am I incapacitated and do I now have to do what Platincasino tells me to do?
What's next ?
Am I not allowed to move, to another apartment and have no other address than the one I gave to Platincasino in 2019?
Am I not allowed to marry and take another surname?
What kind of dubious casino is this?
Because there is no discussion with the support and the support staff think they want to determine my bank details and my money..........
I have decided to stop playing at Platincasino.
I created a new email address and canceled the old email address on Gmail...so the casino can't reach me anymore.
I also changed my password in the casino, with some combination of numbers and letters, which I no longer remember.
With the deletion of the email account and the new password, I can no longer log in there, even if I wanted to.
There is also no more credit on the casino account and all bonuses are done.
There are so many casinos...I don't need Platincasino anymore.
So that's the end of this complaint!
Thanks anyway for your help.
greeting
FrauRausD
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2 years ago
Thank you very much, FrauRausD, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@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.
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2 years ago
Dear FrauRausD,
After reading your last message, now I can see that you have decided to quit Platin Casino as well as to not further engage in this complaint. 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.
In case you'd like to reopen this complaint, please feel free to do so.
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