Platincasino - Player's withdrawal has been delayed.

I played at Platincasino and wagered some freespins to the max. of 100€. I tried to withdraw and afters a few attempts the Withdraw Status is accepted (green). Iam still waiting for over a week and nothing happend. The Chat is dead since a few month. No Respond to Emails. Iam a Platin Gold Member and played there for years. I even uploaded my Documents twice. There also green and iam fully verified.

The Withdraw was on on 18.06.24 .

Dear Funkdoc,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Vielen Dank für die Hilfe. Wie gesagt ich bin schon einige Jahre bei Platin und hatte auch nie Probleme. Aber wie ich sehe, bin ich wohl nicht der Einzige der das Problem zur Zeit mit Platin hat. Mir ist auch nicht verständlich warum der Chat Tod ist und das schon seit Monaten.

Dear Funkdoc,

Have you received the payout from the 18th of June yet, please?

No. Iam still Emailing with them because the Chat still Dead. Everytime a other Person writes me. A answer from them take over 48-72 Hours. I send them 3 times the actual Bank Statement from now to where i make the withdraw. Now the wrote me an Email the need a statement of my E wallet. I answered them the can look up every Wallet via Blockchain and send them the Blockchain Link from my Wallet

Iam still Stocking with them and now the put my Email Adress to Spam

So here is a Update. After the marked my Email as Spam. Iam write them from another Adress and guess what now they want new Documents hahaaha

Have you used the crypto wallet for previous deposits in the casino as well as cashouts from the casino?

Have you used any other payment method in the casino that the casino didn't verify in the past?

Ich bin Gold Member ich bin dort seit 10 Jahren regestriert . Ich habe da überall eingezahlt und jetzt kümmert euch mal drum. Versucht das bitte hier nicht zu ziehen. Gebt es zu. Ihr kriegt Platincasino selber nicht erreicht. Das Problem hat jede Plattform zur Zeit auch eure Konkurrenz Askgambler .

Allein 135 Beschwerden auf dieser Plattform. Da solltet ihr schon merken das es wohl nicht am Spieler liegt .

Newest Update after a ton of Emails and the put my Adress from Spam Filter. But guess what ? No Money at all

Dear Funkdoc,

We haven't asked the casino for assistance yet. Please check our process for resolving the complaints here: https://casino.guru/complaint-resolution-instructions#process

• Have you asked the casino for a transaction hash or other transaction confirmation?
• Have you used the same crypto wallet for previous deposits or withdrawals in this particular casino?

Thanks in advance for your reply.

Die Frage beantworte ich euch jetzt zum 5 mal ! JA ! Wie ihr habt das Casino noch nicht angesprochen ? Was macht ihr seit 1 Monat ?

Nur Traffic generieren?

Thank you very much, Funkdoc, for providing your patience and providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Funkdoc for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Platincasino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

Dear eerovilenius, I am in contact with the casino representative, they have requested extra time to investigate your case. I will update you about any new developments. Thank you in advance for your patience!

Hello,

please see below timeline of events:

June:

15th - Withdrawal requested

16th - Denied due to missing docs

16th+18th - Another Withdrawal requested without providing docs before

18th - Denied due to missing docs

18th - Docs provided and another Withdrawal requested

19th - Docs verified and Withdrawal accepted and booked via CryptoWallet

30th - Another Withdrawal requested

July:

2nd - Withdrawal booked

Player contacted us via different Emails, where no Account could be matched to the player. Therefore, docs could have been requested for security reasons and identification.

Player only won through Free Spins without any further deposits in the last couple of month. As soon as docs were provided, they were reviewed and verified and withdrawal requests were processed.

Everything happened in a timely manner.

The case is closed from our side.

Best regards,

The Management Team

Thank you for the update Platincasino representative.

Dear Funkdoc, can you verify you received your funds and no longer require assistance? Thank you in advance!

Dear Funkdoc,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

We’ve reopened this complaint at the request of Funkdoc. We received the following message:

The 100 € never arrived I would have liked to have a proof of the guru being shown. I am currently on vacation

Dear Platincasino, seems the case cannot be closed from your side. Can you inform us about the situation of the payout? Thank you in advance!

Ich hätte gerne den Blockchain Auszug der Überweisung gesehen. Dann kann jede beteiligte Seite und auch Guru sehen wo der Fehler lag

Hello,

after review by the relevant department again, it was confirmed, that the withdrawal was successful from payment provider side and paid out to the Player.

If the player is still missing the money, then a blockchain statement is needed from the player, to investigate further.

An Email was send already to the player.

Best regards,

Dear Funkdoc,

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.

Blockchain wurde PlatinCasino schon vor über 1 Monat gesendet. Bei Bedarf schicke ich gerne Screenshots der betreffenden Emails an Guru. Platin soll bitte die Adresse und die Art der Crypto sagen in der sie gesendet haben.

Dear Dennis,

We asked you for a statement on 23.8. and we kindly ask you to cooperate and reply to the Email to resolve this issue faster.

Thanks and best Regards,

Dear Funkdoc,

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.

PlatinCasino hat schon vor Monaten alle erforderliche Dokumente erhalten. Perso , Blockchain , Kontoauszüge etc. Ich verstehe das Problem nicht. Wenn Sie es doch angeblich überwiesen haben. Reicht doch ein Blockchain Screenshot. Jede Wallet ist im Internet Abrufbar paar inkl. Transaktion. Meine Email wurde bei Platin als Spam Mail markiert so konnte ich von meiner Mail keiner Emails mehr an sie senden. Daraufhin habe ich von einer 2 Email sie anschreiben müssen und diese wieder mit meinen Dokumenten verifizieren müssen. Das Liebe Platincasino soll der bitte einfach Guru einen Screenshot der Transaktion senden

Das sind übrigens alle Emails die ich von Platin erhalten habe. Außer Werbung ist da nichts

So here is the Email the Send me .I dont ever withdraw on Bitcoin because the fees to high. When i withdraw only in Litecoin. But at this Time. They Declined my Crypto withdraw. So i had to Payout via Credit Card. Dont ever get my Money and this isnt even my Wallet

So even they said i was lying

Why would they send me One more Cent that i was winning. Never see that before and on 18 is was accepted and a crypto transaction comes the next day ? Hahaha

Dear Funkdoc, could you clarify if you received the funds or if they were paid out to a wallet not belonging to you? Thank you in advance!

Ich habe kein Geld erhalten und habe in meinem Leben auch noch nie auf Bitcoin ausgezahlt

Hello,

player received the email with the needed blockchain info on the registered email address, 3 weeks ago.

No response since them from the player.

We asked several times for the documents we would need to investigate further, but nothing was provided.

We checked several times with the payment provider and confirmed before that the funds were successfully paid out to the player.

Thanks,

Wie soll es denn erfolgreich ausgezahlt wurden sein wenn ich nie per Bitcoin ausgezahlt habe. Alle erforderlichen Nachweise wurden auch Guru so vorgezeigt. Auch das ihr die Dokumente 2 mal erhalten habt

Dear Platincasino, would it be possible to check the login information from the time of the withdrawal to see if the same device was used? You can forward any evidence to my email. (peter.c@casino.guru) Thank you in advance!

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.

As the casino has not responded I am forced to close this complaint and mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

Best regards,

Peter