The player from Rhineland-Palatinate had experienced difficulties verifying her Skrill deposit at Platin casino. After she submitted various documents, including a screenshot of the card and bank statement, the casino had kept requesting more information, which caused frustration for the player. However, despite the casino initially rejecting her documents, the issue had eventually been resolved after the player consulted the support team. Consequently, her payout had been processed successfully.
Platincasino - Player struggles with deposit verification at casino.
Amount: €1,700
Platincasino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
Good evening
I'm having an issue with Platin. I made a deposit using my virtual credit card from Skrill and was able to win. Now they want to verify this card. This hasn't been a problem at any other casino. I've submitted everything possible: a screenshot of the card, a bank statement with the deposit to Platin, even an email from Skrill confirming it's my card. There's nothing more left for me to do. However, Platin keeps requesting more documents which simply do not exist. Even the Platin support doesn't understand it anymore and also thinks what I have provided should suffice.
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2 months ago
Hello Evopower140,
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
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2 months ago
Translation
Hello, I've been in the chat more often since Friday evening. The chip was verified weeks ago without any problems. Now I've submitted everything possible, even a PDF from Skrill where they confirm and everything is clear. My payout has just been canceled again. I have no idea what else I should submit
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2 months ago
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Update they have rejected the documents again even though they had an official letter from Skrill with all the data. I have no idea if you need the letter I can also send it, everything is written on it
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2 months ago
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New update support sorted it out, money was paid out, everything was done
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2 months ago
Dear Evopower140,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
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