The player from Germany requested assistance with a pending withdrawal of €4538 after winning, as her initial withdrawal had been canceled and she faced delays in document verification. Despite submitting the necessary documentation, including a paper statement from the bank, she did not receive a satisfactory response from customer service, and the VIP team advised her to be patient. The issue was resolved as the casino paid out the winnings.
Platincasino - Player's withdrawal is delayed and winnings are unprocessed.
Amount: €4,538
Platincasino
Safety Index:HighSafety Index
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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
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1 month ago
Translation
Hello, on Friday, 1.11.2024, I won €4538. Naturally, I immediately requested my withdrawal and uploaded my documents right away. Three documents were instantly accepted. However, my screenshots are still pending review. On Sunday evening, I checked my profile and noticed that my withdrawal had been canceled, so I initiated the withdrawal again. Since Sunday, the withdrawal has been pending. I contacted customer service, but unfortunately, no response was received. So, I reached out to the VIP service, and I did get an immediate reply. I was told that it would take a bit longer and that they would still need to verify the documents, although my ID and electricity bill had already been accepted long ago. Only my online banking screenshots hadn't been accepted, so today I went to the bank to obtain a paper statement. I submitted that immediately as well. I feel like they are trying to stall me because nothing has happened for the last two days. When I contact the VIP team, they always tell me to be patient. It has been four days now, and there is still no progress. Based on what I read online, many people face similar issues where the casino does not pay out their winnings, and customer service doesn't even respond to messages. Only the VIP team replies to me, but they don't really help. Therefore, I'm asking for your assistance because it's a significant amount of money I'm supposed to receive from the casino, meaning my winnings, and I did not play with a bonus.
Automatic translation:
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1 month ago
Dear franzi_1988,
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 and it might take a few working days to complete this thorough process.
- Do I understand correctly you submitted a bank statement associated with your casino deposit for verification?
- Is the bank account in your name with the deposit made to the casino visible in the list of transactions?
- Have you submitted the document in the correct format?
- Have you accumulated your winnings with the help of a bonus?
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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1 month ago
Dear franzi_1988,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Translation
Hello dear team
the case is resolved the casino has paid out my winnings
Best regards
Automatic translation:
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1 month ago
Dear franzi_1988,
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,
Tomas
Casino.Guru
