Platincasino - Player’s withdrawal delayed due to verification issues.

Hello,

I have been registered with Platincasino for many years without any issues.

Recently, after about 2 years, I made some deposits again. I managed to get €400 and wanted to withdraw it. I needed to verify my identity, so I submitted my ID and proof of residence, which were accepted. However, my account statement or deposit receipt wasn’t accepted. They are asking for a deposit receipt from June 5, 2024, but I did not make any deposit on that day.

I have tried multiple times to resolve this by sending different deposit receipts, but all attempts have been rejected, and support isn’t responding to my queries.

I hope you can help. Thank you very much.

Dear feazyy,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Can you access the list of deposits in your player's profile transaction history?
• Would you be able to share the screenshots from the relevant time period as well as your communication with the casino regarding the issue?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I actually made a deposit on June 5, 2024, I also submitted these documents and am excited to see how quickly it will be processed. At the time I had BLACK status with Platinum, and I am really disappointed with how long it took to process.

Best regards

Thanks for your email and response.

Since you were able to find the transaction and submit the document with the missing deposits, I believe it's only a matter of time before the casino approves your documents and allows you to withdraw your winnings.

Please let me know about any further developments regarding your verification and withdrawal. We will keep this complaint open until you confirm your withdrawal has been successful.

Hello,

Unfortunately nothing has happened yet, my verification is simply not completed even though I have uploaded all the documents.

The payout now amounts to 950€, no response from support despite several messages.

Thank you very much, feazyy, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear feazyy, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Platincasino representative to join this conversation. 

Dear Platincasino, could you please provide more information about this case? 

Looking forward to your reply.

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.

Hello,

please see below the timeline of the events:

July 4th: The original withdrawal request.

July 5th: Withdrawal request denied and all needed documents requested.

July 6th: 2nd Withdrawal request denied. Documents provided and all approved except of the one mentioned above and re-requested.

July 7th: 3rd Withdrawal request denied. Document still needed.

July 11th: Document provided and approved.

Several withdrawal requests between 8th and 15th, which were all cancelled from player's side. The withdrawal request would have gone through, after the 11th, since all requested documents were approved already.

Player account is fully verified at the current moment and future withdrawal requests should go through without issues.

The case is closed from our side.

Thank you very much,

The Management Team

Dear Platincasino,

thank you for the update.

Dear feazyy, 

are you able to request a withdrawal, please?

Dear feazyy,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear all,

Unfortunately, we’re forced to reject this case because feazyy has stopped responding to our messages and questions. Without feazyy cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.