The player from Germany had not received his winnings for weeks and faced repeated requests for new withdrawals due to alleged payment system issues, despite having completed the KYC verification. The live chat had been unavailable, and the player's emails often went unanswered. The Complaints Team had facilitated communication with the casino, which acknowledged a miscalculation regarding the player's wagering requirements and confirmed that a withdrawal request had been processed. However, further withdrawal attempts were rejected due to payment method issues. Ultimately, the player decided to close the complaint, expressing frustration over the delays and stating intentions to pursue legal action.
Platincasino - Player’s winnings have been delayed.
Amount: €402
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.
Case closed
Our verdict
Other
REJECTED
Case summary
1 week ago
Public
Public
1 month ago
Translation
Dear Sir or Madam,
The casino has not paid out my winnings for weeks. The live chat is no longer available, and emails are sometimes completely ignored. I have already set deadlines for the casino, but these were partially not responded to. When I did get a response, I was asked to request a new withdrawal because there were supposedly issues with the payment system. This process repeats itself constantly.
The verification (KYC) has already been completed.
Please help me.
Sincerely,
Automatic translation:
Public
Public
1 month ago
Dear plxJoel,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
- Are your withdrawal requests being canceled repeatedly due to an issue with the payment method you selected?
- Have you tried using a different payment method for your withdrawal?
- When was the last time you requested a withdrawal, and what is its current status? Is it pending or has it been processed?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 month ago
Translation
Hello, the payout was requested again 2 days ago. However, it had no effect. I tried to use several payment methods but without success.
Automatic translation:
Public
Public
1 month ago
Translation
Hello, unfortunately there is no new information yet. Can you please contact the casino?
Best regards.
Automatic translation:
Public
Public
1 month ago
Translation
Hello, I have been waiting for a response from Casino Guru for a few days now.. they haven't contacted me here either... what is going on....
Edited
Automatic translation:
Public
Public
1 month ago
Translation
Update:
The casino canceled the payout again for no reason. I have now made 2 test withdrawals via crypto to see if they pay out there.
Automatic translation:
Public
Public
1 month ago
Translation
Hello, I've been waiting for a response from you for a week. Why hasn't anyone responded?!
Automatic translation:
Public
Public
1 month ago
Translation
Update: Withdrawal was rejected again. Suddenly I have to wager €900 even though I played without a bonus. The last time I was rejected I had to wager at 5pm and now suddenly €900...
all this screams of a huge scam... and the CasinoGuru team hasn't contacted me... Thanks...
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
Translation
the withdrawal of €402 was approved but immediately added back to my balance. Otherwise I have deposited €20 three times and played a little. The last withdrawal that was rejected said that €17 still had to be wagered. Now I have made three test payments of €20 (€60) and all of them were rejected. Suddenly I'm not supposed to wager €17 anymore but €900!
I have never deposited such a large amount that I had to wager 900€!
This casino just keeps you waiting and delaying! There are always new reasons not to pay out the amount in question. Customer service is still non-existent!!!!!
Automatic translation:
Public
Public
1 month ago
Thank you very much, plxJoel, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 month ago
Translation
Thank you for your feedback. I hope we can quickly solve the problem together. It doesn't make sense that I have to wager €900 all at once. I've never deposited such a large amount that these €900 would make any sense. I didn't use any bonus either.
I just want to cash out my winnings.
Automatic translation:
Public
Public
1 month ago
Hello there,
Thank you plxJoel for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Platincasino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
Public
Public
4 weeks ago
Hello,
after reviewing the player account and the transaction history, I can confirm that the info regarding the 900€ wager amount was incorrect. It was a miscalculation.
Apologies for the misunderstanding.
In regards to the withdrawal requests, I can confirm, that the withdrawal from the 12th was reversed on the 16th, since the transaction could not be completed with the payment provider.
The funds were credited back to the player account and still remain there.
The latest withdrawal request from the 19th, was successfully processed on the 21st, after all requested documents were verified and the miscalculation of the wager amount mentioned above was cleared.
The player can proceed with a new withdrawal request for the remaining funds on the player account.
The case is therefore solved for us.
Best regards,
The Management
Public
Public
4 weeks ago
Translation
Thank you very much for your feedback PlatinCasino. I have successfully received the payment of €20. Please send the second requested payment of €410
Best regards
Automatic translation:
Public
Public
4 weeks ago
Dear plxJoel, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Public
Public
4 weeks ago
Translation
My withdrawal was rejected again. I am asked to withdraw to a bank account and not to crypto. However, so far all withdrawals to my bank account have been cancelled.
Automatic translation:
Public
Public
3 weeks ago
Thank you for the update plxJoel.
Dear Platincasino representative, Can you update us on the situation regarding the player's withdrawal? Thank you in advance!
Public
Public
3 weeks ago
Hello,
players withdrawal was denied, since he used the wrong payment method. He received an email regarding this with further information from the relevant department.
Current withdrawal request via the correct payment method is in process.
Best regards,
Public
Public
3 weeks ago
Translation
The status of the payment has not changed yet. Please check.
Automatic translation:
Public
Public
3 weeks ago
Translation
Dear Platincasino,
I would be very grateful if you could send the payment soon. It is not okay that you have to wait almost a month for your winnings to be paid out, even though the verification has been completed and there are no other problems.
Best regards
Automatic translation:
Public
Public
3 weeks ago
Hello,
we received an info from the payment provider side. The transaction was rejected but not yet cancelled.
The relevant department is investigating with the payment provider why there was a rejection and if it still can be processed.
As soon as we receive more info, the player will be informed directly via Email.
Thanks for the patience.
Best regards,
Public
Public
3 weeks ago
Translation
So my payment wasn't sent again. Pay me the money through something else! I don't care but it can't be that I hear the same thing every time!!! Every time there is a different problem!!!
Automatic translation:
Public
Public
2 weeks ago
Translation
I still haven't received a payout and it seems that the casino is no longer responding!
Automatic translation:
Public
Public
2 weeks ago
Hello Joel,
I hope you're doing well. We wanted to let you know that we haven't received any further emails from you, so we weren't able to reply sooner.
Regarding your withdrawal request, it appears that you're trying to withdraw funds to a C24 bank account. Unfortunately, C24 bank is not currently supported on our platform. Could you please try withdrawing to a different bank account?
If you have any questions or need further assistance, feel free to reach out. We're here to help!
Best regards,
Public
Public
2 weeks ago
Translation
Hello, I will make the withdrawal to a different bank account, but you have to cancel the withdrawal so that I can make a new one.
Automatic translation:
Public
Public
2 weeks ago
Translation
Dear Casino, 2 new withdrawals have been requested:
- 350,32€ on bank account
- 320,00€ on bank account
Please ensure that the payout is approved as quickly as possible.
Best regards
Automatic translation:
Sensitive attachment
Sensitive attachment
2 weeks ago
Translation
My withdrawal was rejected again, even though I requested it to be transferred to a different bank account.
First I was told I could only withdraw money from my bank account and now I have to use a different account even though the account at Sparkasse works.
Automatic translation:
Public
Public
2 weeks ago
Translation
Dear Casinoguru Team,
Can you please inform the casino representative?
Best regards
Automatic translation:
Sensitive attachment
Sensitive attachment
1 week ago
Translation
Withdrawal was rejected again even though it is a different bank account.
Automatic translation:
Public
Public
1 week ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
1 week ago
Translation
This complaint can be closed. The balance of €340 was completely lost. I'm not going to wait 2 months for a payout?! What does that mean? The casino now has what it wanted. It therefore no longer has to pay out.
This whole thing is a huge scam. I'm going to sue the casino.
thanks for your help.
Automatic translation:
