The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player faced repeated cancellations of his withdrawal requests and difficulties in communication with the casino regarding document verification. After submitting the necessary documents and requesting a payout via Dogecoin, the player finally received the funds. The issue was resolved, and the complaint was marked as closed.
Platincasino - Player’s withdrawal has been delayed.
Amount: €401
Platincasino
Safety Index:HighSafety Index
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8.8
Platincasino has a Safety Index of 8.8, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 month ago
Translation
Dear Casino Guru,
I am requesting your help. I applied for a withdrawal of 401 euros from Platin Casino.
The first withdrawal attempt was on 10/08/2024 at 03:37 AM.
The second withdrawal attempt on 10/09/2024 at 06:56 PM.
The third withdrawal attempt on 10/11/2024 at 12:57 AM.
All withdrawals were rejected by Platin Casino.
I have been trying to contact the support team at Platin Casino this whole time, but unfortunately without success. I am not receiving any replies to my emails from Platin Casino.
There is also no live chat, even though the site claims there is 24/7 support available.
I don't even know the reason why my withdrawal was canceled.
I also didn't use any bonuses or anything else, I deposited with 50 € raw cash.
I would be very happy to send you the emails sent to Platin Casino, if needed.
Sincerely,
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1 month ago
Dear Ronnie,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
Translation
Dear Casino Guru Team,
I'm asking for your help so that Platin Casino can contact me. I'm not getting any email replies from Platin Casino as to why my withdrawal is always cancelled.
If only I knew the reason why they always cancel, I could work on it. But as it is, it will be difficult for me to know the reason. I write an email to Platin Casino every day, but as I have mentioned several times, I do not receive any replies.
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1 month ago
Hi Ronnie,
We have sent you multiple Emails asking for documents and we have not received any doc yet , not even the ID or Proof of Address.
Can you please check your Spam Inbox as well?
Thanks,
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1 month ago
Translation
Hello Platin Casino,
First of all, I am very pleased that you answered.
Unfortunately, I have not received any email from you, not even in my spam folder.
I would like to send the documents, but you need to update my profile with the correct address as I have moved.
I have sent you at least two emails with the correct address, but to date there has been no change in the profile.
Once this is changed, I am ready to send all my documents.
Best regards,
Ronnie
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1 month ago
Hi,
We can change the address once we receive the documents and that is what we have requested also few times.
Can you kindly upload your documents ?
Thanks,
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1 month ago
Translation
Hello Platin Casino,
I have sent you the requested documents or uploaded them to your profile.
I have sent you the following documents:
- ID card front & back
- Paysafe deposit
- bank statement
Can you confirm that you have received the documents and, if necessary, carry out the verification?
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1 month ago
Dear Ronnie,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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4 weeks ago
Translation
Hello Nick,
Unfortunately, Platin Casino has not yet made any payouts.
There has been no statement from Platin Casino so far and still no answer as to whether my account has been verified.
All withdrawals continued to be cancelled.
I don't receive any emails from Platin Casino except for promotional advertisements. I get those every time, but I don't get any status updates, requirements, or withdrawal cancellation information.
I'm asking Platin Casino for answers. I would also make a withdrawal via Dogecoin if Revolut withdrawal doesn't work.
Best regards,
Ronnie
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3 weeks ago
Translation
Hello Platin Casino,
I would like to ask again for a statement regarding the verification and why the payout is repeatedly cancelled.
I don't receive any emails from you except advertisements for deposits.
Best regards,
Ronnie.
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3 weeks ago
Dear Platincasino,
Can you please advise if you have received the documents from the player to complete the verification process?
If yes, what is it's current status?
Regards,
Nick
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2 weeks ago
Hi Team,
We need still the Uitlity Bill as Proof of Address.
Revolut Statements are not accepted as POAs, especially not when player requests to change address. We need something like Utility Bill, Gas or Electricity Bill , Insurance Letter etc .
Thanks for understanding!
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2 weeks ago
Translation
Hello Platin Casino,
the documents were submitted.
Once verification is complete, can withdrawal be made via Revolut or Dogecoin?
Request for confirmation from Platin Casisno
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2 weeks ago
Hi,
Please request the pay out now to a verified payment method. Your proof of address was accepted.
Thanks,
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2 weeks ago
Dear Ronnie,
Please do as the casino advises and let us know the outcome of the payment.
Keep in mind that it might take up to a few days for a payment to arrive.
Will be waiting for your response.
Regards,
Nick
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1 week ago
Translation
Dear Platin Casino, dear Guru team,
I requested a withdrawal to the verified Revolut address on November 5th, 2024 at 2:14 p.m. However, the withdrawal was canceled again on November 8th, 2024 at 10:00 a.m. I would like to ask Platin Casino for a clear answer as to whether I can also withdraw via Dogecoin if the Revolut withdrawal is not possible. Because I do not have another bank account.
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1 week ago
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Hello Platin Casino,
I have requested a new withdrawal via Revolut. Please let me know if and when the withdrawal is processed successfully.
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1 week ago
Translation
Good evening,
The payout is canceled again and again.
I have been waiting for my payout for 1 1/2 months now.
If you do not want to pay out to my bank, then I ask that we pay out via dogecoin.
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1 week ago
Dear Platincasino,
Can you please advise why is the player's withdrawal still getting rejected?
Is there any way to assist him to withdraw his balance from the casino?
Looking forward to your response,
Regards,
Nick
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1 week ago
Translation
Dear Casino Guru Team,
Dear Platin Casino,
I received the money today. I would like to thank both sides for their cooperation and the payment via Dogecoin.
The case can be closed.
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1 week ago
Dear Ronnie,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
