The player from Germany had made a deposit at Platincasino and successfully verified his account but faced a cancellation of his initial withdrawal of 700 euros. After receiving no response to his inquiries, he attempted a second withdrawal of 650 euros, fearing it might also be reversed without explanation. The issue was resolved when the player received his withdrawal after re-uploading verification documents. However, a new problem arose regarding a bonus deduction during gameplay, which the Complaints Team could not investigate further due to a lack of response from the player. Consequently, the complaint was rejected.
Platincasino - Player's withdrawal is being delayed.
Amount: €650
Platincasino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Hello,
I hope you can assist me here as you have helped many others.
On October 22nd, I made a deposit at Platincasino just like I have done several times before, using an online bank transfer. I didn't use any bonuses or anything like that. I then withdrew 700 euros and verified my account. The next day, I received confirmation via email and on the site that the verification was successful. However, shortly after, the withdrawal was canceled. I made another withdrawal, thinking there might have been a mistake, and I also sent an email since live support is no longer active. I received no response, and today (2 days later), the money was returned to my Platincasino account, without any information on why this happened. I'm trying to withdraw 650 euros from the 700 again, but I'm quite certain it will be reversed once more. I've read about similar issues from others in various forums. I would be extremely grateful if you could help me.
Best regards,
Nico
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1 month ago
Hello nicoalabiso,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platin Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when is your account fully verified?
- What kind of method are you using to withdraw and did you try to use a different one?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello Nick,
I will be happy to answer your questions.
My account has been verified since last Wednesday, October 23rd, 2024. I also received a separate email. "Congratulations, your verification was successful..."
To withdraw I use the same method as I used to deposit, which is what you should do, namely bank transfer. The other options aren't possible for me either. And I haven't been in contact with the casino yet, as they haven't responded to my emails yet. And the live chat doesn't work.
greetings
Nico
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1 month ago
Translation
I hope you have a nice Sunday. As I feared, the 650 euros came back into my account without any comment. I have now tried a different withdrawal. Instead of an immediate transfer, I made a normal transfer to my vr-Bank account. I also wrote another email. But I don't think anyone will respond. I really hope I've come to the right place and would really appreciate some help. The problem is that I was relying on the payment on the day I paid out and I was already financially expecting to have it soon. And now my bank account is unfortunately in the red 😀
Best regards
Nico
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1 month ago
Translation
Hello,
Did they make a difference or did Platincasino finally contact me on its own?
I had to upload proof again even though I was already verified, but now my withdrawal has been accepted. Let's see if the money comes. If so, that would be cool, because I really like the layout and the games there. If the withdrawals work from now on, I will probably stay with the casino because I think it's great apart from the hassle of last week
Greetings
Nico
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1 month ago
Hello nicoalabiso,
If your account was verified just a week ago, I’d recommend giving it a bit more time. We generally advise waiting up to 14 days for withdrawals after an account is verified.
Please keep us updated as soon as the funds arrive, or if there are any changes.
Looking forward to your response.
Regards,
Nick
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1 month ago
Translation
Good day
I received the money but now have another problem.
I played and was given 20 free spins. I won 3 euros from these and then I kept playing and won 500 euros. But I couldn't hold out because I had to reach the wager of 75 euros. I didn't understand that because you normally get normal money first and then bonus money. And the bonus money or winnings were only 3 euros. I thought, OK, I'll reach the 75 wagers straight away. And suddenly, when my account balance was around 490 euros, I was simply downgraded to 110 euros. Why were 380 euros deducted from me while I was playing?
Edited
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1 month ago
Hello nicoalabiso,
I’m glad to hear that your withdrawal has arrived.
Please be aware that almost every free bonus comes with a maximum win limit, which likely applies to the bonus you claimed. To better assist you, we would need to review the specific rules associated with your bonus.
Could you please forward the exact bonus details and its terms to nikolas.b@casino.guru?
Best regards,
Nick
