The player from Germany is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.
Platincasino - Player’s struggling to withdraw his winnings due to ongoing verification.
Amount: €500
Platincasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I want to withdraw my € 500 at Platincasino does not work I uploaded a lot of documents and still verifying my account
got (a red x) Since you haven't reached anyone for 2 days, I try to contact someone in the chat without success. I waited for hours at position queue
Automatic translation:
Public
Public
3 years ago
Dear Jakup,
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. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days completing this thorough procedure. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.
Could you please advise precisely how many days ago you have requested your withdrawal and started the verification process?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Additional comments from the player:
"I would like to say thank you, everything worked out wonderfully with my account verified at platincasino, I can now zahlen Withdraw money, I'm so happy."
Automatic translation:
Public
Public
3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Jakup, 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
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