The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn't been received yet. The player's complaint was resolved when the money was received. We marked the complaint as resolved and thanked the player for their patience and cooperation.
Platincasino - Player’s winnings haven’t been received yet.
Amount: €8,000
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 months ago
Public
Public
3 months ago
Translation
Dear Sir/Madam,
- 1. My account is verified.
- 2. After requesting a withdrawal, I uploaded my ID card, which was accepted.
- 3. Withdrawals were approved (2x €4000.00) to the same account used for deposits.
- 4. Since then, no response from support.
- 5. Live chat supposedly no longer available for me.
- 6. Previous withdrawals between €400.00-€1000.00 were on my account within 2 days.
- 7. Withdrawals requested on 26.06, and no one has responded since then.
Automatic translation:
Public
Public
3 months ago
Dear Daniel1887HH,
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
Public
Public
3 months ago
Translation
Case can be closed, money was actually received today, thank you anyway!
Automatic translation:
Public
Public
3 months ago
Dear Daniel1887HH,
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,
Casino.Guru
