The player from Germany had won 20,000€ but could not withdraw the winnings as there had been no progress since the withdrawal attempt at 8:37 AM. Additionally, he was unable to communicate with customer support. The issue was resolved when the player confirmed receiving his payout after the Complaints Team intervened. He was informed about the standard withdrawal processing time, which contributed to clarifying the situation.
Platincasino - Player’s withdrawal is delayed.
Amount: €20,000
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.
8.9
Platincasino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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1 month ago
Translation
Hello, I was unusually lucky and won 20k. Yesterday, I tried to withdraw at 8:37 AM, but since then nothing has happened. I also can't communicate with support. Can you help?
Automatic translation:
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1 month ago
Hello Robert_schreier,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platincasino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you accumulate your winnings with real money or did you use a bonus?
- When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello, my account has been around for several years and I play there regularly, so I am verified. For some time now I have been asked for proof of payment, which I uploaded immediately 5 minutes after winning. I didn't choose a bonus, I usually play without it, otherwise it is unnecessarily complicated to withdraw. The operator has now transferred a small amount to me, but I don't understand why they don't accept and transfer everything.
Automatic translation:
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1 month ago
Hello Robert_schreier,
As advised above, withdrawals may take up to 14 days to be processed so if it's been less, I can only advise to wait.
Please let us know in case of any updates.
Regards,
Nick
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1 month ago
Translation
Thank you, I got paid out, thank you very much for the help
Automatic translation:
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4 weeks ago
Dear Robert_schreier,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
