The player from Germany reported that her withdrawal had been pending since July 29, 2024, despite having completed all bonus requirements. As a loyal customer for years, she expressed frustration with the lack of progress and continuous "in review" responses from the casino. After multiple cancellations and requests for additional documentation, her payout was successfully processed. The complaint was marked as resolved by the Complaints Team following her receipt of the winnings.
Platincasino - Player's withdrawal has been delayed.
Amount: €1,800
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
1 month ago
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1 month ago
Translation
Since July 29, 2024, my withdrawal hasn't been processed. I've been a loyal customer for years, and it always used to be quick. It was my favorite casino, but now I keep getting told the same thing: "it's being reviewed!"
I have completed the bonus requirements, and now the withdrawal has been pending since July 29, with no progress – it just shows "in Progress!"
I'm disappointed that I even have to file a complaint because everything used to work smoothly!
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1 month ago
Dear TinoElina,
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,
Veronika
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1 month ago
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I am verified and have been re-verified in March this year
For years everything always ran smoothly!
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1 month ago
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Deposits and withdrawals always work great, now the payout is still in progress today and they always say the same thing!
I don't understand at all anymore!
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1 month ago
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Update:
I'm curious
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1 month ago
Thank you for keeping me updated. Has your withdrawal been processed by the casino yet? I understand that customer support promised you that your transaction would be processed soon, but we still recommend you wait up to 14 days for the winnings to appear in your account.
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1 month ago
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So in the meantime the payout was canceled twice from Platincasino, once there was apparently a typo in the account details (bank) which were then entered correctly again!
The second time, Casino Platin remembered that they needed the Paysafe transaction history and it was then cancelled again!
I have now sent them the transaction history again and now I am waiting again
I find it a disgrace that this was not said in advance
First there is an alleged check by the provider, then incorrect bank details and then paysafe! Why isn't this communicated straight away?
I've been waiting for 10 days and now it's dragging on again! I have to say I'm really disappointed with Platin!
nothing has been paid so far
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1 month ago
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This is the fourth time I've heard it!
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1 month ago
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It's been almost 2 weeks now!
4 different statements why it takes so long
Verification is taking time again because payment was rejected again after 6 days!
just unbelievable
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1 month ago
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Was paid 😊
Complaint can be closed
Thanks for the support 😊
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1 month ago
Dear TinoElina,
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,
Veronika
Casino.Guru
