Platincasino - Player's withdrawals are being rejected.

I have tried to withdraw money from the casino after depositing without using any bonuses playing. I am not even at a total win, just want to recoupe some of the money lost before.

I have sent in all documents requested for KYC and all has been approved. I have requested withdrawals to 3 different bank accounts, Skrill, Mastercard and Visa. Platincasino just reject all withdrawals and do not communicate why. I get meaningless emails sometimes from support saying something like "we know it is frustrating but we will process soon" and then they reject.

I am considering disputing all credit card deposits as fraudulent with the credit card company. First withdrawal attempt made OCT 13th 2024 and have made about 30 attempts since then, all rejected.

Dear niklasjak,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.

Please note threatening chargeback might be considered a breach of casino rules and might cause your casino account to be closed.

A successful chargeback might cause you issues in not just this but other online casinos in the future.

I would recommend you avoid the practice unless absolutely out of options.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain which payment method you have used for your deposits?
• Have you verified the payment method successfully during KYC verification?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Tomas,

All deposits were made from my Revolut VISA card. I played on the site a few years back and got that card only to get withdrawals from them.

I first attempted withdrawing back to the VISA card, they rejected. I have also tried withdrawing to 2 different Revolut bank accounts, one Swedish bank account with the bank SEB, my revolut Mastercard and my Skrill account. All methods have been verified by them in the KYC process.

They claim the Revolut payments are rejected by Revolut but I have been in contact with Revolut and they say no attempts have been made to deposit to my accounts. The Swedish bank account withdrawal has not at all been communicated from Platin Casino why it did not work. For the Skrill payout they only say "it is not available for my region".

I have sent you email log to your email.

/Niklas *****

Thank you very much, niklasjak, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, niklasjak!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

Dear Player,

We tried to communicate it multiple times that our payment provider does not accept revolut pay outs . Is there any other method you can use please? Like Skrill for example or another Bank account ?

In the meantime i will be contacting the provider to ask if there is any other option.

Thanks

Hello,

As communicated in the original complaint post I have tried to withdraw to 2 cards, 2 Revolut bank accounts AND one Swedish bank account and Skrill. You have rejected all!

Your payment provider obviously accepted Revolut when depositing as that was the method I deposited with.

I have multiple times asked you tell me what do and no answers. You are claiming you have told me multiple times that the payment provider does not accept Revolut, but still you have done nothing to help me withdraw any other way. Everything is just rejected without explanation.

While the casino reaches out to the payment provider, please, try to withdraw to your local bank once more. Document the withdrawal process by doing the screenshot of every step and send it here. Then, we will try to learn if there is any problem on your side, the casino side or the payment provider side. All information provided by you will be hidden from other users, only we, you and the casino will be able to see it.

Hi,

Has been done multiple times already, attached are screenshots from the latest attempt that is pending and some examples of withdrawal attempts to both Skrill and local bank account that has been rejected

In one of casino's responses the casino representative mentions that bank details may be filled out wrongly. I wanted to make sure that there are no spaces between numbers and so on, that is why I have asked you to send screenshots of how you request a withdrawal. Could you, please, take a screenshot of every step?

Hi,

I did exactly as the said, used IBAN checker and copy and pasted the info to their withdrawal page. No spaces were ever present.

i have done it once again and below screenshots of the IBAN checker page and the withdrawal form with the casino.

thanks

Thank you very much! We will now wait for the casino's response.

Hi,

I will now forward it for a manual transfer to our Provider - so kindly do not touch the balance in the meantime .

The pay out should be done by tomorrow!

Thanks and sorry for the inconveniences!

The money has been taken from the casino account on 27/11 but nothing has been deposited into any of my bank accounts. I do not even know what account they claim to have deposited to.

I will wait to see if anything arrives on Monday.

niklasjak, you are very patient and I thank you for it. I must note that even after withdrawal would be processed by the payment provider, it still may take time before it hits your account.

The funds arrived in my account this morning.

Thank you Pavel and CasinoGuru for your help in resolving this issue. Please close the case as resolved.

Dear niklasjak,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Pavel Kaczynski

Casino.Guru