Platincasino - Player's winnings withdrawals are being denied.

Deposited 150 eur and won up to 67k

The withdrawal process on platin is a farce.

Website Tells you you can only withdraw by the means you Deposited eg visa in my case withdrawal screen has no bank or visa option only skrill , have had 2 withdrawals of 4000 eur to date for week 1 so max weekly cashout, start of new week went to withdraw again and they tell me skrill won't work, so I deposited via my skrill worked fine wagered the deposit 3x like they say you have to resubmitted the withdrawal .....rejected skrill issue again , have spoken to chat 4 -6 times each coming up with a different reason i have saved transcripts from chat

for what I thought was a reputable casino that i have had small casnouts from in the past ...this is a complete joke will never play here once this is resolved

Hello Lightningnz,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platincasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? Do I understand it correctly that you have received a payout from the casino already? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick

I have played at platin for approximately 2 years. On the old site and now on the new site

I have been verified on the new site since they changed and also was on old site .previously on the old site i wasnt allowed to deposit by my visa as platins payment provider couldnt do international transactions i was told, so I had to use neteller ( thats fine) but since the change over to the new site I was told I could deposit and withdraw to my visa / bank account. So this time I deposited by my visa.

But when you go to withdraw there is no option for bank transfer on the page , only skrill and mfinity. So i deposited by skrill and tried to withdraw that way , first time was rejected nèded to verify the win (fair enough) 2nd attempt rejected needed to withdraw to visa , asked for visa option to be made available, no option made available not really much information given by chat on how to resolve this, thought id try my luck again and withdrew via skrill again rejected, talked to chat once again asking for bank option, told will receive an email, no emails, tried my luck with skrill again accepted instantly tried another withdrawal rejected asked chat why was rejected answer reached €4000 daily limit next day same again withdraw 4000 to skrill accepted , next day tried again 4000€ rejected weekly limit reached, waited till Monday new week withdrew €4000 rejected some issue with skrill, logged into skrill and deposited 25€ wagered 3x as they said i have to, tried to withdraw via skrill once again rejected same issue, last time i spoke to chat theey had escalated it to the financial dept and are still awaiting a response,

No don't take any bonuses on deposits and if I do get free spins I zero or 1c the balance.

I watch alot of streaming so are aware of the pitfalls of bonuses this is the first time I have had a major issue with a casino and I'm disappointed platin was one of my fav,s

As you can see this was sent on the 8th jan and are still awaiting for a reply

these are the big wins I had plus some more

Thank you Lightningnz for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Lightningnz,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Could you state what is your current balance in the casino?

Now I would like to invite a Platincasino representative to join this conversation and participate in resolving this complaint.

Dear Platincasino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hi Stefan My balance is now zero I sent the lot because I felt it was a scam and wasn't going to get paid anyway totally over the absolute muck around this has been, and this is why they stuff around with withdrawals so other players like myself do this and end up with nothing but a horrible feeling of being cheated . I've received no emails or contact from the casino apart from when I have gone into chat myself I ADVISE NOBODY TO PLAY ON PLATINCASINO and I was a loyal customer for years I should have of had 2-4 more withdrawals during this period I have had to wait it's unacceptable unprofessional conduct by this casino

No player should have to ask this many times for the option of a bank withdrawal

please note this fine print

Hello Lightningnz,

Do I understand the situation correctly that you have lost all the funds in the casino?

I'll be awaiting your reply.

Yes Stefan

unfortunately it was rather obvious to me after the numerous requests for a bank withdrawal and nothing being done to make this option available

I wasn't going to get the money , there was nothing wrong with skrill at my end

it still allowed me to deposit, i did this numerous times, and the email from skrill confirmed that it was not at their end.

At the time I laid the complaint I still had a decent balance for withdrawal

I had also been still requesting the bank withdrawal option in chat and I was told I would receive an email from the relevant dept over 2 weeks ago. Im Still waiting for any answer.

I know this means I will receive zero now but honestly it's better than the daily stress of wondering what the heck is going on.

If I treated my customers like this I would end up in court and out of business to me its not about the money it's about the principal of being treated fairly and in a professional timely manner. I play for the fun of the games as I enjoy them but this last 4 weeks has turned my experience there into the opposite. To be told so many different stories in chat and receive no correspondence, I wipe my hands of platin and any other that has no player protection.

Hello Lightningnz,

As you have lost the funds and there is nothing to be investigated, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan, Casino.Guru