The player from Germany wins €2500 at Platincasino but faces repeated declines for withdrawing smaller amounts. After submitting all required documents for verification, including an approved bank statement, his withdrawal is still declined due to alleged issues with the bank statement.
Platincasino - Player’s withdrawal is delayed after multiple declines.
Amount: €2,500
Platincasino
Safety Index:HighSafety Index
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8.9
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Case opened
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Waiting for Casino Guru to reply
6d 9h 47m 53s
Case summary
14 hours ago
Public
Public
22 hours ago
Translation
Dear Guru-Team,
On Sunday, January 5th, 2025, I won a large sum of €2500 at Platincasino.
A small detail: Prior to this, I tried to withdraw several small amounts, which were repeatedly declined, even though I submitted documents multiple times.
On the same day, I sent in all the forms for verification and requested a withdrawal, but after 2 days, it was declined because supposedly my bank statement was incorrect.
According to the support email, the bank statement should include the following: Customer Service Team: Please upload a bank statement (PDF or photo) with your name, IBAN, BIC, and date to your player account. The issue date must not be older than 3 months.
I submitted the following documents, and they were approved.
- Visa card (front/back)
- Proof of address (phone bill/statement)
- ID card (front/back)
The only thing still pending according to support is the bank statement, which shouldn't be the case because I don't have another one.
- Bank statement
I uploaded it exactly as required, but unfortunately, the withdrawal was declined.
I kindly ask for your help, dear Guru-Team.
Best regards,
Rudolf
Automatic translation:
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Public
16 hours ago
Dear RudikRus,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.
- Could you please advise whether the deposit made to the casino is listed among the transactions on your bank statement?
- Was the bank statement you sent in the correct format?
- Is the personal information listed on the bank statement identical to the information filled in your player profile?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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