Platincasino - Player’s struggling to withdraw their bonus winnings.

Good morning, I'm coming to make a complaint about this casino, it hasn't been dishonest, at the beginning of August this year, I entered the link that said 20 free spins in the book of dead game, so far ok, I registered on the site, I sent my rg, cpf, proof of residence and the account was activated, and it said that from that moment on I could make transactions within the site, then the problem started, these 20 free spins became 7 euros, and after fulfilling the wagering requirement it became 300 euros, happy I went to make a withdrawal, and asked me for a bank account, I have it and the account met all the requirements the site asks for, but they still don't approve, the chat is horrible, the e-mail takes a long time to answer, it's been almost 1 month.

I would like help, you who live more in this world of casinos, how should I proceed since to make the withdrawal they pose a huge difficulty

thanks!

Dear gil399,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.platincasino.com/en/support/bonus-conditions.html:

"To reach the wagering requirements the whole bonus amount needs to be wagered a specific number of times. The whole bonus amount equals the deposit plus the granted bonus amount.

Example: You are granted 100 free games for the slot BOOK OF DEAD and win an amount of € 25.60. Out of this you make a winning of € 850 after reaching the wagering requirements (e.g after wagering the amount x times according to the terms and conditions). You are now allowed to convert your bonus into real money. The maximum cash out amount is displayed in your cashier.

The remaining bonus amount which exceeds the maximum cash out amount will be cancelled."

Could you please advise how much is the maximum cash out from your bonus? Have you tried to withdraw the maximum only?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear gil399,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.