The player struggles to withdraw his balance as the casino is requesting a non existing document to verify his account. The complaint was resolved as the player got verified and withdraw his balance.
Platincasino - The player struggles to withdraw his balance.
Amount: €550
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
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1 year ago
Translation
Hello,
I have been registered at Platincasino since 2019 and have been verified for a long time, I was also a platinum member for a while. Then I didn't play there for a year and today I won 550 euros, which I wanted to cash out.
Proof of a Paysafecard payment from 2020 is now required. I cannot submit this because there is no proof. At that time I didn't have a Paysafecard account. This means that this booking is not stored in any account.
Platincasino always cancels my payout with the message that I should upload an extract from my Paysafecard account from 2020, although the account did not even exist at that time.
I've withdrawn money many times between 2019 - 2021 with no problems so far.
I really hope that you can support me in this.
Automatic translation:
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1 year ago
Hello Mrfleck,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platin Casino. Please allow me to ask you a few more question before we would move forward.
What did the casino respond when you contacted them with this issue? Didn't they offer any other way to verify your payment? Why did they even request for the paysafecard as proof if it did not exist at that time?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello Nick,
thank you for your message.
So far I have not received any feedback from the casino. Neither by email nor by live chat. In live chat, I can't even get around to texting anyone. Whenever I'm at position 4 in the queue, it doesn't go any further. I waited over an hour yesterday and today.
So far, my payout has always been cancelled. I looked in my history, I deposited on September 18th, 2020 via Paysafecard. Now the casino wants proof that the Paysafecard payment is noted with my name, address and the note "Red Rhino". Only this document does not exist because I did not have a Paysafecard account at that time. At that time, I simply deposited the amount at the casino using the Paysafecard code.
Automatic translation:
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1 year ago
Translation
Hello Nick,
for whatever reason - the payment was made. Without proof...
If this has already helped, I say thank you very much!
The case can be closed.
Automatic translation:
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1 year ago
Translation
Hello Nick,
gotta reopen the case. After I received the payout confirmation, I won EUR 350.00 again. I wanted to have this paid out again and lo and behold - the transaction confirmation from the Paysafecard deposit is required again. In addition, a current account statement from an old bank account that no longer exists is now also required. But I can certainly request a confirmation of termination from my bank for this.
Unfortunately I can't solve the problem with the Paysafecard...
Automatic translation:
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1 year ago
Hello Mrfleck,
I believe that if once the casino paid you without the paysafecard info, there shouldn't be an issue for a payout again. However, it would be best to get that document of the card being terminated as it would prevent such cases in the future as well. Please let us know once the casino receives it.
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