The player from North Rhine-Westphalia had been waiting 78 hours for a withdrawal from Platincasino, with no response to emails or messages. The live chat had also been unavailable, preventing him from receiving his winnings. After confirming that his account was fully verified, he reported that the casino was delaying the payout without valid reasons. The issue was resolved, and the payment finally reached him.
Platincasino - Player’s withdrawal has been delayed.
Amount: €98
Platincasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Hello,
For the past 78 hours, my withdrawal at Platincasino has not been processed.
None of my emails are being answered either. The live chat is never available, and I can only leave a message. I have done so, but there has been no response to that either.
I have tried everything possible to get my money, and now I need your help, dear Casino Guru Team.
Best regards,
Automatic translation:
Public
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2 months ago
Dear ruhrpottGJ,
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,
Kristina
Public
Public
2 months ago
Translation
Hello Kristina,
I am fully verified (it was confirmed to me), and yet Platincasino does not process the payout or keeps finding new reasons not to pay it out.
Please contact Platincasino, nothing is happening, even though I received confirmation via email that the payout was being processed. This happened twice, and I still don't have my money.
Automatic translation:
Public
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2 months ago
Translation
Payment has finally reached me, the case can be closed.
Automatic translation:
Public
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2 months ago
Dear ruhrpottGJ,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
