Platincasino - Player’s winnings haven’t been received yet.

Yesterday, shortly after midnight, I used the Fortune22 bonus and after wagering it I had a balance of almost 2300 euros.

Suddenly the bonus was limited to 500 maximum payout and about 1750 euros were canceled which was definitely a mistake in their system.

According to the email and the terms and conditions, the bonus was not limited.

To protect me, friends and my girlfriend used the same bonus and actually had no restrictions and were even able to withdraw 4-figure winnings.

I ask you to refund me the canceled balance

Dear alexanderwessel2001,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear alexanderwessel2001,

Have you received your withdrawal from the casino yet?

There was a bonus error and they refunded the money thank you 🙂

Awesome news, alexanderwessel2001. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.