Platincasino - Player's withdrawal has been delayed for almost two months.

Hello,

Not receiving my money from platin they get a 9 score on guru.

This is weird non responsive i made a complaint Nothing is happening.

Hopefully you can message them here.

This is my latest communication.

Dear Platin,

I would like to bring to your attention that not one email i have sent you has been investigated nor replied to. I would like this matter looked into and investigated asap please since my money is lost here. I made a withdrawal of 3k to my skrill banking account and on the 10th of September i had an email from you that you have processed and and will take 3 working days. Until this date i have not had the 3k nor any of my emails replied to by you.

I hope you can appreciate the seriousness of this email as far as i am concerned you are with holding my winnings at no paying out since they are not in my account.

I look forward to a response in this matter urgently please or i will be left with no choice but to take this matter further. 

I hope we can both resolve this matter together.

If you need anything further from me please don`t hesitate to ask. 

Kind Regards,    

PlatinCasino

Oct 10, 2024, 2:16 PM (10 days ago)

to me

##- Please type your reply above this line -##

Hello

Thank you for writing to us!

We have received your email, and a team member will get back to you as soon as possible.

In the meantime, we wish you a great time at PlatinCasino!

Best regards,

The PlatinCasino Team

[51M5VX-E20NG]

Abi O*** <o***@gmail.com>

Oct 14, 2024, 1:40 PM (6 days ago)

to PlatinCasino

Dear team,

Is there an update for me please? When should i expect to receive assistance?

Abi

Dear oneill2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

No never, Yes, with bonus but i played real money only didn't understand it so well.

Could you just contact them.

Thank you for your reply, oneill2. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

all sent please contact them.

Thank you very much, oneill2, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.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.  

Hello nice to meet you

Dear oneill2,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Platincasino representative to join this conversation.

Dear Platincasino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi Team ,

We have been still waiting for a bank statement in her name to pay out deposits .

Bonus winnings were cancelled due to bonus abuse , I have now requested the exact reasoning and proofs for further clarification.

Thanks,

There is no bonus abuse.

I won 6000 euro then the bonus is cut to 4500 which is fine because of the maximum win.

After you just close my account have no contact. I been trying to email you for over a month nobody responding no chat.

There is NO ABUSE you just not want to pay winnings!

Hi,

As stated i requested all details to investigate and will get back to you.

We replied to all your Emails asking multiple times for bank statement.

Thanks,

Never got anything I can proof it

I uploaded the bankstatement it's clear that you are trying to scam me.

"Hello Abi,

Thank you for your message.

We are very sorry to hear that you have decided to close your player account at the casino. Of course, we respect your decision and have already deactivated your account.

Finally, we would like to thank you for your trust so far and wish you all the best for the future.

For reactivation, please contact us via email.

Best regards,

PlatinCasino Support"

I got this email no idea what this mean I not close my account I not have my refund.

Hi there ,

Can you kindly log in to your accpount and request the pay out again ?

We restored the balance.

Thanks

the balance is 3600 now.

It was 4531 euro.

Could you please restore that?

Hello,

the balance should be correct now . Apologies for human erro.

Please request the pay out - your account will remain closed after that.

Thanks,

Thank you could you tell the team to process it?

Dear oneill2,

Could you please confirm, if you have received the mentioned withdrawals?

Thank you.

I got paid the full amount

Dear oneill2,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka

Casino.Guru