The player from Germany requests assistance with a pending withdrawal of €4538 after winning, as her initial withdrawal was canceled and she faces delays in document verification. Despite submitting necessary documentation, including a paper statement from the bank, she has not received a satisfactory response from customer service, and the VIP team advises her to be patient.
Platincasino - Player's withdrawal is delayed and winnings are unprocessed.
Amount: €4,538
Platincasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case opened
Current status
Waiting for player to reply
5d 17h 21m 20s
Case summary
yesterday
Public
Public
2 days 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:
Public
Public
yesterday
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
franzi_1988 has 5d 17h 21m 20s to reply
