The player from Germany had uploaded all required documents for verification multiple times, but the withdrawal was not processed. The Casino continued asking for new documents, causing delays in the withdrawal. We set a timer for the casino to process the payment, but the player did not respond within the given time frame. Consequently, the complaint was rejected due to the lack of response from the player.
Platincasino - Player's withdrawal is delayed due to continuous verification requests.
Amount: €15,000
Platincasino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
All required documents for verification and subsequent withdrawal have been uploaded several times already. However, no payout has been made so far. Deposit methods via Apple Pay, Paysafe, and Visa and Mastercard have already been verified. Yet, new documents are constantly being requested to prolong the withdrawal process.
Automatic translation:
Public
Public
6 months ago
Dear mat9972,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?
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,
Petronela
Public
Public
6 months ago
Translation
I was informed about the missing documents, but some of them are already available. The rest have been uploaded for review.
The first withdrawal attempt was on 26.05
If this process normally takes that long, it's not a problem, I was just wondering.
Thank you
Automatic translation:
Public
Public
6 months ago
I fully understand your frustration, mat9972. However, I will set the timer for additional 9 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
Public
Public
6 months ago
Dear mat9972,
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.
Public
Public
6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
