The player from Germany is complaining about the lengthy verification. Unfortunately, all the funds have been played and lost while waiting for the KYC process to be completed. We rejected this complaint as the funds have been played before we could intervene.
Platincasino - Player was struggling to complete account verification.
Amount: €3,000
Platincasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I tried several times to pay out the money and it was always explained to me that my data would be checked...
I uploaded my documents a total of 7 times and nothing happened...
now that 6 weeks have passed I've gambled away the money
Automatic translation:
Public
Public
2 years ago
Dear Domenic,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help.
Thank you in advance for your reply and understanding.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Through the whole fuss I thought I wouldn't get my money paid out at all and so I gambled it away before the account was blocked like with many others../
Unfortunately I found out too late from your side
Automatic translation:
Public
Public
2 years ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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