The player from Germany has been trying to withdraw €4,000 she won. Despite twice successfully verifying her documents, her withdrawal requests keep getting cancelled. Upon each cancellation, the casino support team insists everything is in order and she should try again.
Platincasino - Player's withdrawal keeps getting repeatedly cancelled.
Amount: €4,000
Platincasino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
0d 8h 26m 15s
Case summary
6 days ago
Public
Public
3 weeks ago
Translation
Hello dear Gurus,
About a week ago, I won €4,000 (without a bonus) which I wanted to withdraw after successfully verifying my account. Everything seemed fine, I requested the withdrawal and the next day I received an email of cancellation... Of course, I immediately went back to the live support to ask what the issue was. According to Paulina, they now require a different document to prove payment, which I promptly uploaded. The next day, this document was verified and I asked the support again if everything was now in order (according to Celine, everything was fine). This morning, I almost burst a blood vessel when I got yet another email of cancellation... I directly approached the support team and bombarded a staff member with questions about why this was happening for a third time, to which they couldn't provide an answer, insisting everything was fine and that I should just try again.
Best Regards,
A frustrated player
Automatic translation:
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3 weeks ago
Hello genervtvonplatin,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platincasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? What kind of payment method did you use to deposit and to withdraw? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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3 weeks ago
Translation
Hi Nick,
The account was fully verified for the first time on April 6th. I then requested a withdrawal, which was cancelled on April 9th. The reason given was that another proof of payment was required, which I then uploaded straight away. This was verified on April 10th, and I requested the withdrawal again, even after consulting support to see if everything was OK this time. On April 11th, another email came with the cancellation... I then went to support again and asked what the problem was. After asking several times, the answer was that there was apparently something wrong with the payment method and that I should use bank transfer instead. I have paid in with Sofortüberweisung every time and have also used this method for every withdrawal. Since April 6th, I have been in contact with all support employees (Daniel, Paulina, Celine and David) almost every day. Before each new withdrawal attempt, I checked with them to make sure that everything was OK and that the withdrawal would go through this time. All deposits were made via Sofortüberweisung from the same account. Currently, the third withdrawal attempt via bank transfer is pending, but I think that tomorrow the same old story with the cancellation will come up again. All chats with support, deposits and withdrawal attempts are recorded as screenshots.
Thank you for your quick response.
Greetings,
annoyedbyplatinum
Automatic translation:
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1 week ago
Hello genervtvonplatin,
As your last withdrawal was request aprox. a week ago, can you please advise if there's been any update with the payment?
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6 days ago
Dear genervtvonplatin,
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.
genervtvonplatin has 0d 8h 26m 15s to reply
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