The player from Germany had deposited 20 Euros and won 900 Euros but faced repeated cancellations of her withdrawal requests despite having submitted all required documents. She experienced unresponsive customer support and a disabled live chat, which raised concerns about potential issues related to Platincasino's availability in Germany. The Complaints Team had extended the investigation period but ultimately had to reject the complaint due to the player's lack of response to inquiries.
Platincasino - Player's withdrawal requests are being canceled.
Amount: €900
Platincasino
Safety Index:HighSafety Index
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8.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
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2 months ago
Translation
Hello,
I have the following issue: Two weeks ago, I deposited 20 Euros and quickly won 900 Euros. I submitted all the necessary documents for verification. When I tried to withdraw the money, the withdrawal was canceled three times. I'm getting desperate because I haven't received any response from support, and the live chat is also disabled. I would like to know what's going on, since depositing works without any problem, but withdrawals always have issues and get canceled even though I’ve submitted everything as described.
I did some research and found out that Platincasino is no longer available for Germany. Could this be causing the problems? It would be helpful if someone could clarify this for me.
Automatic translation:
Public
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2 months ago
Hello niciwaynee,
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?
- Are you currently able to login into the casino?
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
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2 months ago
Translation
For a week now and they keep asking for new documents. I submitted a statement from my telephone provider, a photo of my ID card and bank statement. 3 things went through. But it doesn't show me exactly what went through. But I think it's the bank statement, ID card and phone bill. But now they also want my new address because my old one is still in my profile. They are now demanding that I contact them by email or via support, but there is no response there either, even though we have already sent the new address several times.
And we can still get into the account & can also easily
Automatic translation:
Public
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2 months ago
Hello,
please be aware that we cannot find any player account under the provided email address.
The player was told that already 2 times before, but keeps sending us emails which we cannot process.
Therefore, nothing to check from our end.
Thanks,
Public
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2 months ago
Translation
My old email address was hacked so I only have this email address,
S I therefore ask you to write to me again. I have also written to your support several times to say that I have a new email address and a new registration address.
Please write to me at this email s so that we can clarify this. The player account is still current. Identity card etc. has been sent.
The player account still exists, so they will make sure the email is changed.
It's not just me that isn't getting paid.
I was also able to make a deposit. So from that point of view.
Automatic translation:
Public
Public
2 months ago
Hello niciwaynee,
Did you properly informed the casino from your new e-mail regarding your old one? If possible, please let the casino know in this complaint as well so they can locate you and explain what might be the issue.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
The Platin Casino doesn't respond to any emails! Of course I informed the casino about this. I'm starting to get angry because nothing has happened yet.
Automatic translation:
Public
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2 months ago
Hello,
player send another couple of emails and only one was with the registered email. Player account was found and player received an email with requested documents.
Waiting for players response.
Thanks,
Public
Public
2 months ago
Dear Niciwaynee,
Please ensure that you follow the casino's instructions to complete the verification process.
Do keep us updated, and feel free to reach out if there's anything we can assist you with.
Kind regards,
Nick
