The player from Berlin has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Platincasino - Player’s winnings haven’t been received yet.
Amount: €2,014
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
1 year ago
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1 year ago
Translation
Hello, everyone,
I have a problem with the Platincasino and the withdrawal. Most recently, I always paid in via paysafecard, and you then also requested documents that I submitted and were also accepted. But now I'm supposed to make a new deposit via Zimpler in order to be able to pay out my winnings, but this is not possible, my account is covered, but it still doesn't work. Then I deposited extra via my neteller account and then also requested the withdrawal, was rejected again and I was asked to deposit via zimpler again. Surely this can't be? I do not know what to do. It is now the 2nd casino that suddenly causes me such problems.
Automatic translation:
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1 year ago
Dear fabiennegroll16,
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
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1 year ago
Translation
However, the problem with the whole thing is that I have already received the requested documents confirmed and should still make another deposit via zimpler so that I can withdraw. And that can't be right? I only got answers from the chat.
Edited
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1 year ago
Dear fabiennegroll16,
Have you received your withdrawal from the casino yet?
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1 year ago
Translation
Hello, yes I actually received it the day before yesterday.. But it was just a struggle of over 6 weeks. Anyway, I don't recommend this casino anymore
Automatic translation:
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1 year ago
Dear fabiennegroll16,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina,
Casino.Guru
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