The player from Germany faced multiple declined withdrawal requests despite having provided a bank statement dated 11/5/24, which was the earliest available. The casino had previously instructed her to use the same withdrawal method as her deposit, which was also rejected. She requested assistance in filing a complaint. The issue was resolved with the player successfully receiving the payout after ongoing communication and assistance from the Complaints Team. The complaint was marked as 'resolved' in the system.
Platincasino - Player’s withdrawals are repeatedly declined.
Amount: €2,487
Platincasino
Safety Index:HighSafety Index
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8.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
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1 week ago
Translation
Hello,
I've had multiple withdrawal requests declined. I was asked to send a bank statement with the current date. However, this is not technically possible with the bank. Therefore, I sent the statement dated 11/5/24. You can only get this statement once a month. It was not accepted. Pure fraud. Earlier, I was told to use the withdrawal method that I used for the deposit (Visa). This was also rejected. Then suddenly, it was back to bank transfer. Unbelievable. I need help. I'd like to file a strong complaint. Can someone help me??
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1 week ago
Dear Torcida1234,
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 better understand your situation:
- Could you confirm whether the bank statement that was rejected by the casino contained all the required personal information, with only the date failing to meet the casino’s requirements?
- Have you successfully made withdrawals from this casino in the past?
- Is your account fully verified, with all your identity documents (apart from the bank statement) successfully passing the KYC process?
- When was your most recent communication with the casino regarding these withdrawal issues?
I hope we can assist you in resolving this matter promptly. Thank you in advance for your reply.
Best regards,
Veronika
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1 week ago
Translation
Hi,
The account has been verified for a week. As I said, withdrawals are rejected at random. The bank statement was dated November 5, 2024. So it was still relatively recent. As requested by the casino, my name, IBAN and BIC were visible on the bank statement.
The next bank statement will not be available until December 5, 2024. Always for the previous month. It's all just harassment. Please help me.
Best regards
Zan G.
Edited by a Casino Guru admin
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1 week ago
Translation
All other documents are available and have already been confirmed. I have not been able to make any withdrawals due to the problems. I basically contact support every day. However, they do not respond to specific EMAILS. They use classic standard letters and replies. They deliberately do not address the actual problem. In the last email, they asked for the bank statement with the current date. What does that mean?? Current?? Or from 2 weeks ago. I did not receive an answer to that. I have already noticed in other forums that many people are not getting their money paid out at Platincasino. Seems to be a clear scam
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1 week ago
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Hi,
I can also forward you the email traffic related to my case. I need an email address for this. From this you can see that I sent the PDF file + uploaded it several times to the Platincasino website.
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1 week ago
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Payout actually worked now.
Do I have you to thank for this?
Best regards
ZG
Edited by a Casino Guru admin
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2 days ago
Dear Torcida1234,
We're glad to hear that your issue has been resolved. 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 https://www.trustpilot.com/evaluate/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,
Veronika
Casino.Guru
