The player from Germany struggled with repeated withdrawal rejections at Platincasino, with no explanation provided despite several emails inquiring about the issue. She had been an active member for years and sought assistance in resolving the matter. The Complaints Team intervened by contacting the casino for clarification, which revealed that the player needed to provide proof of her deposit for account verification. After submitting the required documentation, she successfully received her winnings, leading to the resolution of the complaint.
Platincasino - Player’s withdrawal is repeatedly rejected.
Amount: €240
Platincasino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month ago
Translation
Hello
I have now tried to withdraw from Platincasino for the fourth time. My withdrawal is repeatedly rejected without any explanation. I have emailed several times asking for the reason behind these repeated rejections, but I never receive any response. I just don't understand why my withdrawal is always rejected. I've been active at Platincasino for several years and have no idea what's going on with them right now. I hope you can help me find out why my withdrawal is constantly being rejected.
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1 month ago
Dear petraradzinowski,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Since you've been a player at this casino for several years now, could you kindly confirm if your account has been fully verified and whether all your personal details are accurate and up-to-date?
Also, could you please specify which types of games you played when you accumulated your most recent winnings? Were they slots, live casino games, or did you place bets on sports?
Additionally, did you accumulate these winnings with or without an active bonus?
Finally, I would appreciate it if you could provide me with a screenshot of your transaction history, specifically showing the failed withdrawal requests. If there is any note or reason given for the failed withdrawals, please include that as well.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
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Hello, my account at Platincasino is fully verified and my data is correct and up to date. I only play slot machines and have made the winnings with them. I have made the winnings without an active bonus.
Thanks for your help
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1 month ago
Thank you very much, petraradzinowski, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
Hello petraradzinowski,
I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Platincasino to join the conversation.
Dear Platincasino,
Can you please provide information on why the player's withdrawals keep getting rejected? If the information can't be shared publicly please forward it to me at michal.k@casino.guru
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1 month ago
Translation
Hello Michal
Thank you for helping me to find out a reason for the constant rejections of my payout
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1 month ago
Translation
Dear Petra,
We have sent you multiple emails, the last one yesterday where we asked again for the proof of deposit
""Hello Petra,
In order to fully verify your player account for future deposits/withdrawals, we require the following documents:
proof of payment
Deposit: Amount/Date/Time 2024-10-05 15:55:40 20 EU
Upload a bank statement showing the above deposit. Your name and the date must be visible on the statement/transaction proof.
Please note that the document will be uploaded by the bank either in PDF format or printed and photographed."
If you have any further questions, please contact us via chat or email."
Thanks for understanding!
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1 month ago
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Hello,
I would like to thank you very much for helping me. I have received my winnings.
Thanks so much
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1 month ago
Dear petraradzinowski,
We're glad to hear that your issue has been resolved and you received your winnings. 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 Rate 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,
Michal
Casino.Guru
