The player from Austria had been a long-time user of Platincasino but faced refusal to withdraw winnings despite submitting the required KYC data. They experienced issues with the processing and cancellation of their KYC submissions. The player's recent withdrawal request was confirmed to have been successfully processed, resolving the issue. The Complaints Team marked the case as resolved and appreciated the player's cooperation.
Platincasino - Player's withdrawal is delayed due to KYC issues.
Amount: €4,000
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
I have been playing at Platincasino for years, and in the past, I have also made withdrawals quite often.
But after a few years, I played again and won, and now they refuse to pay out the money. I have sent them the necessary data for KYC.
Either they do not process it at all, or they cancel it.
Automatic translation:
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1 month ago
Dear nignex,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed?
- Have you received any confirmation regarding successful verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
I can't give you an exact date, but it was about 1-2 years ago.
No, I haven't received any confirmation, but I have sent the required documents and there is a check mark next to everything.
No, there was no bonus active
Automatic translation:
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1 month ago
Thank you for your reply, nignex. Is your most recent withdrawal request still pending?
Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 month ago
Translation
The money was transferred to me
You can mark this case as solved
Automatic translation:
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1 month ago
Dear nignex,
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,
Kristina
Casino.Guru
