The player from Germany faces issues withdrawing €800 from Platincasino after they canceled his withdrawal request and asked for additional documentation, which he submitted. Despite reaching out to chat support and sending emails, he receives no response.
Platincasino - Player's withdrawal request is delayed.
Amount: €800
Platincasino
Safety Index:HighSafety Index
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8.9
Platincasino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
3d 23h 11m 29s
Case summary
3 days ago
Public
Public
4 days ago
Translation
Dear Casinoguru team, I have problems with Platincasino. I have deposited money in this casino several times and also made a withdrawal once.
On December 30th, 2024 I received an email from Platincasino, if you deposit €30 with the bonus code "BOOK200" I will get 200 free spins on the game Book of the Fallen. I did not activate the bonus and quickly won €800 with the €30 and clicked on withdrawal.
After 48 hours, Platincasino canceled my withdrawal and requested "Please upload a current bank statement with your full name and account number (IBAN and Swift code). It is important that the bank logo or bank name is visible. Please upload the document in PDF format or as a screenshot. All four corners must be visible.***7343".
I also uploaded this to my profile.
I keep writing to the chat, but I'm ignored. I don't get a response to my emails either.
Can you help me with this problem?
Thank you
Sincerely, Boris H*****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 days ago
Hello Ferdo68,
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 exactly is the verification process ongoing?
- Which documents have been already approved and which ones not?
- When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.
Thank you for your understanding. Wishing you a wonderful New Year 2025!
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