The player from Austria had requested a withdrawal of 170 euros from his winnings but faced three declined attempts despite verification. The casino support was unresponsive to emails or messages. The issue was resolved as the player confirmed that the money was finally paid out. The complaint was marked as 'resolved' by the Complaints Team.
Platincasino - Player’s withdrawal has been denied.
Amount: €170
Platincasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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 month ago
Public
Public
1 month ago
Translation
Hello,
I am verified at Platincasino and have requested a withdrawal. I have already deposited via Skrill and bank transfer. 170 Euros are on my account. These were won without any bonus. I have already requested a withdrawal 3 times, which was always declined even though everything has been verified! Please help me! The Platincasino support does not respond to emails or messages.
Automatic translation:
Public
Public
1 month ago
Dear diseased1989,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you made any successful withdrawals from this casino before?
Have you received any explanation or notification after your withdrawals were declined?
Did you choose the same payment method for depositing and withdrawing your winnings? Have you made sure to wager the deposit the requested amount of time?
Have all your payment methods been successfully verified?
When was the last time you tried communicating with the casino via live chat or email?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
1 month ago
Translation
Can you please indicate if you have made any successful withdrawals from this casino before?
No
Did you receive any explanation or notification after your withdrawals were declined?
No
Did you choose the same payment method to deposit and withdraw your winnings? Did you make sure to use the deposit for the requested time?
Yes
Have all your payment methods been successfully verified?
Screenshot of the deposit at Skrill and the bank transfer were made
When was the last time you tried to communicate with the casino via live chat or email?
There is no live chat. About 3 emails were written 3-4 days ago.
Automatic translation:
Public
Public
1 month ago
Dear diseased1989,
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,
Veronika
Casino.Guru
