Platincasino UK Review

The player from Sweden had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player experienced repeated cancellations of their €500 withdrawal due to an issue with the address provided. After several attempts and communication with the casino, the withdrawal was eventually accepted, and the winnings were credited to the player’s account. The complaint was marked as resolved.

The player from Germany struggled with repeated withdrawal rejections at Platincasino, with no explanation provided despite several emails inquiring about the issue. She had been an active member for years and sought assistance in resolving the matter. The Complaints Team intervened by contacting the casino for clarification, which revealed that the player needed to provide proof of her deposit for account verification. After submitting the required documentation, she successfully received her winnings, leading to the resolution of the complaint.

The player from Germany did not receive a 300% bonus after depositing €20 and using the provided bonus code. Despite sending multiple emails and messages through the chat feature, he received no response from customer service. We explained that online casinos had the discretion to grant bonuses and that since the player's deposits were used for playing, it was technically impossible to credit the bonus. Consequently, the complaint was closed.

The player from Austria had requested a withdrawal of 170 euros from his winnings but faced three declined attempts despite verification. The casino support was unresponsive to emails or messages. The issue was resolved as the player confirmed that the money was finally paid out. The complaint was marked as 'resolved' by the Complaints Team.

The player from Germany encountered a problem with a €100 deposit at Platincasino, which had not been credited to his account after several hours, despite being immediately debited from his bank account. The player expressed frustration over the lack of communication from the casino and the contradictory information received regarding the deposit status. After multiple attempts to resolve the issue, the casino confirmed that the deposit had been rejected and would be automatically returned to the payment provider. The player was advised to wait for the funds to be returned, and ultimately, the complaint was marked as resolved at the player's request.

The player from Germany had deposited 20 Euros and won 900 Euros but faced repeated cancellations of her withdrawal requests despite having submitted all required documents. She experienced unresponsive customer support and a disabled live chat, which raised concerns about potential issues related to Platincasino's availability in Germany. The Complaints Team had extended the investigation period but ultimately had to reject the complaint due to the player's lack of response to inquiries.

The player from Alberta had requested a withdrawal prior to submitting the complaint. Unfortunately, their winnings had not been received yet. The player faced multiple cancellations of their withdrawal requests without clear explanations, despite being fully verified and providing the necessary documents. After intervention, the issue was resolved, and the player received their payment via mfinity. The Complaints Team marked the complaint as resolved following the confirmation of the payout.

The player from Spain encountered an issue where a game had not recognized a win and looped, preventing him from proceeding, and this issue remained unresolved. He requested a refund due to this situation. The Complaints Team extended the response time to allow him to provide supporting evidence, but ultimately, due to a lack of response, the complaint was rejected.

The player from Norway won 2,000 euros at PlatinCasino and completed the required verification. However, her account was closed without notice, and after a video call to unblock it, she still receives no response regarding her withdrawal despite waiting three weeks.

The player from Sweden self-excluded permanently from Platincasino in 2021 due to a gambling addiction but has since gambled again after his block was removed without explanation. He inquires about the possibility of recovering his lost funds.

The player from Germany initially won at Platincasino but was later informed that a system error had altered her balance from 65,000 euros to 10,000 euros. After she attempted to withdraw two amounts of 4,000 euros and 3,500 euros, her withdrawals remained pending, and she eventually lost access to her account. The Complaints Team communicated with Platincasino regarding her issues, including the lack of access to her account and the need for transaction history. Ultimately, the player decided to close the complaint as rejected, expressing dissatisfaction with the lack of communication from the casino.

The player from Germany had deposited 200 Euros on August 15 via bank transfer, but the funds were deducted from his account without being credited to the casino. Despite having made seven complaints and being a VIP member, he received no response regarding the issue. The Complaints Team had extended the response time but ultimately had to reject the complaint due to the player's lack of response, which prevented further investigation into the matter.

The player from Germany had deposited €80 and won €400, but her withdrawal was repeatedly canceled with excuses about processing delays. After multiple communications and document submissions, the casino confirmed that her bank statement had been received and approved, leading to her payment being processed. The issue was marked as resolved, although the player expressed frustration with the casino's lack of communication. The Complaints Team appreciated her cooperation and offered assistance for any future issues.

The player from Finland faced issues with the casino that had locked his account, preventing the upload of verification documents. Despite a request for a Skype call, the casino did not follow up, and they had asked for a 3-month bank statement for verification. After communication with the Complaints Team, the player confirmed that he received his winnings, and the issue had been successfully resolved. The Complaints Team marked the complaint as 'resolved' in their system.

The player from Germany had won €40 using free spins but faced issues withdrawing €270 after the amount was unexpectedly canceled and labeled as withdrawn. Despite adhering to withdrawal limits, subsequent attempts to cash out were canceled without explanation. After the player provided communication regarding the delay and repeated verification requests from the casino, the issue was resolved, and the payout was made after 12 days. The complaint was marked as 'resolved' in the system.

The player from Germany had won nearly 44,000 euros and had successfully withdrawn some amounts, but then faced account deactivation while attempting to withdraw 4,000 and 1,700 euros to his wife's account. Despite having provided the necessary documents, he felt cheated as he had a remaining balance of 16,700 euros and had been a long-time Platinum member. The Complaints Team had extended the response time for the player to address the casino's requests, but ultimately, the player did not respond to further inquiries. As a result, the complaint was rejected due to a lack of communication from the player.

The player from Germany had not received his winnings for weeks and faced repeated requests for new withdrawals due to alleged payment system issues, despite having completed the KYC verification. The live chat had been unavailable, and the player's emails often went unanswered. The Complaints Team had facilitated communication with the casino, which acknowledged a miscalculation regarding the player's wagering requirements and confirmed that a withdrawal request had been processed. However, further withdrawal attempts were rejected due to payment method issues. Ultimately, the player decided to close the complaint, expressing frustration over the delays and stating intentions to pursue legal action.

The player from Germany reported that her withdrawal had been pending since July 29, 2024, despite having completed all bonus requirements. As a loyal customer for years, she expressed frustration with the lack of progress and continuous "in review" responses from the casino. After multiple cancellations and requests for additional documentation, her payout was successfully processed. The complaint was marked as resolved by the Complaints Team following her receipt of the winnings.

The player from North Rhine-Westphalia had been waiting 78 hours for a withdrawal from Platincasino, with no response to emails or messages. The live chat had also been unavailable, preventing him from receiving his winnings. After confirming that his account was fully verified, he reported that the casino was delaying the payout without valid reasons. The issue was resolved, and the payment finally reached him.

The player from Germany had won €2970 at Platincasino but discovered her account was deactivated when she attempted to check on her withdrawal status. She received no communication or explanation from the casino and sought an explanation and payout of her winnings. The Complaints Team facilitated communication between the player and the casino, which led to the casino confirming that the player's account was on "freeze" status, allowing her to log in and proceed with her withdrawal. Ultimately, the player received her payout, and the complaint was marked as resolved.

The player from Austria had deposited 500€ four days prior, but the funds had not been credited. Despite contacting live chat daily, he was told that the issue had been forwarded to the finance department with no response. After extensive communication, it was confirmed that a missing deposit of 488€ was eventually added to his account. We had facilitated the resolution by maintaining contact with the casino and ensuring the player was informed about the status of his funds. The complaint was marked as resolved.

The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout had not been received yet. The Complaints Team had extended the investigation period but ultimately had to reject the complaint due to a lack of response from her. As a result, no further investigation could be conducted.

The player from Germany tried to withdraw €400 from Platincasino but faced issues with verification. Despite submitting their ID and proof of residence, the account statement and deposit receipts they provided were rejected. The casino requested a deposit receipt for a transaction that didn’t occur. The Complaints Team intervened, and after communication with the casino, it was confirmed that the player's account was now fully verified, and future withdrawal requests should proceed without issues. However, the case was ultimately rejected due to the player's lack of response to further inquiries.

The player from Brazil requested a withdrawal on 07/08/2024, but the casino did not process it within the stated 48 hours. When contacted on 07/10/2024, support asked her to wait longer, refusing to pay the 5300 reais. We extended the complaint timer by 7 days, but the player did not respond to our messages and questions. Consequently, the complaint was rejected due to lack of response.

The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn't been received yet. The player's complaint was resolved when the money was received. We marked the complaint as resolved and thanked the player for their patience and cooperation.

The player from Finland's account had been deleted after requesting a withdrawal of €220.25 following the completion of wagering requirements. Despite having provided the requested documents, the casino refunded the initial deposit (€200) without explanation, instead of the full amount owed. The Complaints Team had reached out to the casino for clarification on the account closure and confiscation of winnings, but no satisfactory response was received. Consequently, the complaint was marked as 'unresolved'.

The player from North Rhine-Westphalia had wagered free spins at Platincasino and had attempted to withdraw 100€. Despite the withdrawal status showing as accepted and being fully verified, he had waited for over a week without any response from customer support or email. The Complaints Team had intervened by contacting the casino for assistance regarding the withdrawal issue. After communication with the casino, it was confirmed that the player's documents had been reviewed and verified, and the withdrawal requests had been processed in a timely manner. The casino stopped responding therefore we closed the complaint as unresolved.

The player from Germany had been trying to withdraw their balance of 310€ for several days, but the requests were repeatedly declined without explanation. Customer service had not responded, and the chat service was unavailable. We attempted to gather more information from the player regarding account verification and the nature of the winnings but received no response. Consequently, the complaint was rejected due to the lack of further communication from the player.

The player from Germany had their account suddenly closed without any explanation or reason provided. The player confirmed that the issue was resolved and the account was reopened. The complaint was marked as resolved by us.

The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The casino claimed the player had a chargeback of €175 due to unsuccessful deposits, which the player disputed. We had requested additional information and confirmation from the player regarding the chargeback, but the player failed to respond within the given timeframe. Consequently, the complaint was rejected due to the lack of response from the player.

The player from Germany had been attempting to withdraw her free spin winnings for 10 days, but her requests were continuously canceled. She had previously been verified and had contacted the finance department but faced issues with live chat and email responses. The complaint was closed as the player confirmed her withdrawal had been accepted and no further response was received.

The player from Germany had been waiting almost 2 months for a €4315 payout. The casino had suggested different payout methods but eventually stopped responding entirely. The player had agreed to use the same method as the deposit (Jeton eWallet) but hadn't received any further communication and had no access to their account. The Complaints Team kept the complaint open while awaiting further updates from the player. Eventually, the player received the full amount via bank transfer and confirmed the resolution. The complaint was marked as resolved.

The player from Germany had permanently self-excluded from Platincasino, but his account was reactivated after a website update. Subsequently, he lost around €20,000, and the support team did not respond to his emails. The player sought to get his money back. The complaint was closed due to the player's inability to provide evidence of his self-exclusion. It was emphasized that storing evidence of self-exclusion requests is crucial to avoid such issues.

The player from Sweden had requested Platincasino to permanently block her account in 2019 due to gambling issues, but they reopened it without follow-up questions upon her recent request, leading to significant losses. She then requested a refund of her deposits and for her account to be permanently closed again. The Complaints Team facilitated communication between the player and Platincasino, ensuring the casino processed the refund to an alternative bank account after initial issues with Revolut. The refund was successfully received, and the account was permanently closed.

The player from Austria attempted multiple times over a year ago to withdraw a large win but faced repeated issues with ID and credit card verification from the casino. This led to a delay of over three weeks, resulting in the player gambling away all the winnings due to addiction. We could not assist further as the player had not provided a self-exclusion request before losing the winnings. The player was advised on how to properly request self-exclusion in the future and directed to resources for gambling addiction assistance.

The player from Ireland reported that the casino was unresponsive after he won 4,700 euros during a gameplay session. The Complaints Team investigated the issue, highlighting that discrepancies in the player's account information and flagged gameplay issues were noted, but insufficient evidence was provided by the casino to justify the account closure and confiscation of winnings. Despite the casino's acknowledgment of the player's concerns and a willingness to resolve the matter, the case was ultimately stalled by the game provider, which classified the player as blacklisted without prior notification. Consequently, the complaint was closed as unresolved, reflecting the lack of transparency and fairness in the casino's actions.

The player from Germany had uploaded all required documents for verification multiple times, but the withdrawal was not processed. The Casino continued asking for new documents, causing delays in the withdrawal. We set a timer for the casino to process the payment, but the player did not respond within the given time frame. Consequently, the complaint was rejected due to the lack of response from the player.

The player from Germany had been unsuccessfully trying for weeks to withdraw €820 from Platincasino. Despite being fully verified and submitting the required bank statements, the payment kept getting cancelled without any explanation. We requested additional information from the player to investigate further, but received no response. Consequently, the complaint was rejected due to the lack of communication.

The player from Germany had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been received up to that day. The player encountered issues as his main bank was not supported by the casino, requiring him to create a Mifinity account for withdrawal, which was undergoing verification. Despite extended communication, the player did not respond to follow-up inquiries, leading us to reject the complaint due to insufficient information for further investigation.

The player from Austria had been unable to access his deactivated account with a balance of approximately 750€. Despite reaching out, he had received no response from the casino. We had attempted to understand his situation better by asking further questions about his gaming preferences, account verification, and bonus usage. However, we had to reject the complaint due to the player's lack of response, which prevented us from conducting a thorough investigation.

The player from Austria had 16 pending payments each worth €4,000.00, totalling €64,000.00 on Platincasino since 26.04.2024. He had completed verification and had correspondence from the operator, but his attempts to contact the casino had been ignored. However, the player did not respond to our messages and inquiries, which prevented us from conducting further investigations. As a result, we had to reject the complaint.

The player from Germany had initiated a €400 withdrawal on 01.05.2024 but his request got cancelled. Despite having been a long-term customer who had completed multiple verification processes for previous deposits and withdrawals, he was asked to verify his account once again. The player had expressed frustration at the repeated verification requests, despite being a long-term customer. We had advised the player to adhere to the casino's instructions and provide the requested documents. However, due to a lack of response from the player, we were unable to proceed with the investigation or provide a resolution. The case was subsequently closed.

The player from North Rhine-Westphalia had requested a permanent closure of his account due to lack of enjoyment. Despite his requests, the casino had suggested alternative options and delayed the closure, leading the player to deposit approximately 500 Euros. We had sought to understand if the player had utilized the casino's tools or requested self-exclusion, inquired if he had asked for a refund, and whether his account was still accessible. However, the player did not respond to any of our queries. As a result, without any additional information to proceed with the investigation, we had no option but to reject the complaint.

The player from Germany had been trying to withdraw her winnings of €4,000. Despite two successful document verifications, her withdrawal requests had been continually cancelled. Each time, the casino's support team had assured her that everything was correct and advised her to try again. The player had been in regular contact with various support staff, ensuring her account was in order before each new withdrawal attempt. Despite this, she still faced issues with her withdrawal. We had attempted to assist, but due to the player's lack of response to our inquiries, we were unable to further investigate the matter. The complaint had been rejected due to the player's non-responsiveness.

The player from Spain had had an issue with Platincasino, who had refused to pay her winnings due to the need for verification of an expired card she no longer had. Despite having verified her bank account, PayPal, and current card, the casino had insisted on verifying the old card. After some communication, the casino had accepted proof of the last deposit with the card, and she had been waiting for her withdrawal. The issue had been successfully resolved by the Complaints Team.

The player from Spain had been trying to withdraw funds for 5 days but the online casino had cancelled it without providing a reason. The player also reported that they were not receiving responses to their chat questions. After the player's communication with the casino, it was discovered that the casino had asked for additional verification for another card used for the last deposit. The player had 16 withdrawals pending across three verified withdrawal methods. The casino contacted the player and he was able to withdraw his funds successfully. We had marked this case as 'resolved'.

The player from Germany had deposited funds via BNB (Binance) cryptocurrency to Platincasino, but the casino had denied receiving the deposit. The player had waited for 35 days and was unsure of the next steps. We had asked for additional details about the deposit method and then reached out to the casino for their response. The casino had requested a screenshot as proof of the deducted amount. After the casino's request, the player had confirmed that the issue was resolved and the problem with Platincasino was settled. We then marked the complaint as 'resolved'.

The player from Germany had encountered deposit issues. Despite two attempts using Nodapay via instant transfer, the deducted amounts were never credited. Standard responses from the casino didn't resolve the issue. We had advised her to contact her payment provider and refrain from making any more deposits until the issue was resolved. However, due to her lack of response to our inquiries, we were unable to further investigate the matter and had to reject the complaint.

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.

The player from Malta had applied for withdrawal from Platincasino two weeks prior and despite attempts with multiple payment methods and daily contact with customer service, their withdrawal requests kept getting cancelled without clear reasons. The player had been asked to try different withdrawal methods, but all requests were cancelled. The player's account was KYC verified. After struggling with the issue for 3.5 weeks, the player found a solution. The player had successfully withdrawn their winnings using Skrill or Crypto, advising other players to use the same methods due to the casino's strict withdrawal policy. The issue had been successfully resolved and the complaint was closed.

The player from New Zealand had won 67k EUR but faced difficulties with the withdrawal process on Platinum casino. Despite having complied with the casino rules, multiple withdrawal requests via Skrill were rejected for unknown reasons and the provided options were not sufficient. The player's account was verified and winnings had been accumulated without the use of bonuses. The player's repeated requests for a bank withdrawal option were not met, leading to frustration and the eventual decision to gamble all the winnings. The player had not received any communication from the casino regarding this issue. We had contacted the casino for clarification but received no response. As the player had lost all the funds, we had to reject the complaint.

The player from Germany had passed the verification process, but had trouble with his withdrawal request at Platincasino. He had submitted all required documents, but the casino continued to delay his €2,800 payout. After a series of exchanges with our Complaints Team, the player confirmed that Platincasino had finally paid out his winnings. We had then marked the complaint as 'resolved'.

The player from Germany had his account blocked by Platincasino and requested a list of his payment transactions. He needed this information for legal action that was pending. Despite multiple attempts, his requests were ignored. The player confirmed that he had passed the KYC verification and insisted on receiving a transaction list from his registration date to that point. We informed the player that we were unable to handle complaints related to GDPR issues and advised him to contact the appropriate authorities.

A Finnish player had reported that his account was unexpectedly closed after he attempted to withdraw his €2309.23 winnings. The casino had stated that the closure of the account was due to missing verification documents and an incomplete phone verification. The player and the casino had attempted to schedule a Skype call for verification, but communication issues had resulted in the call not taking place. Eventually, the casino agreed to pay an unspecified amount to the player. The player confirmed that he had received the disputed amount in his account, resolving the issue.

The player from Sweden, who was identified as a gambling addict, had reported losses of €26,000 in a single day. He had claimed that despite showing signs of distress and asking for a bonus to recover his losses, the casino did not intervene. The player had also stated that his withdrawal requests were denied while he was still permitted to deposit, leading to severe losses. This situation had suggested a lack of responsible gambling practices from the casino. We had attempted to investigate the player's claims, but the player failed to provide the necessary evidence and stopped responding to our messages. As a result, we were unable to verify his claims and had to reject the complaint.

The player from Germany had reported an issue where, after using a bonus and winning 10,000 Euros, his withdrawal was cancelled, winnings were capped, and 7,500 Euros were deducted from his account. The casino had claimed that the bonus rules applied even after wagering was completed, but could not provide the relevant Terms and Conditions. The Complaints Team had communicated with both the player and the casino, and the casino had offered a compensation of 1,000 Euros, which the player had refused. After further discussion, the casino had presented another offer, which the player had accepted, and his winnings were paid out. The Complaints Team then marked the complaint as 'resolved'.

The player from Finland, who had self-excluded in 2020 due to gambling issues, reported that her reopened account had led to an €800 loss, despite never having requested a reopening. She had reported poor communication with the casino, with persistent issues in reaching customer service. The player had claimed that she sent an email requesting the closure of her account on November 6, 2023, but the casino denied having received any such email. After a thorough review and several exchanges between the player, the casino, and the Complaints Team, the casino had decided to refund the player's losses. The player had confirmed receipt of the refund, and the issue had been resolved.

The player from Germany deposited 100€ into their PlatinCasino account via NodaPay, but only half of the amount has been credited. The other 50€ is still missing. The complaint was resolved as the player's missing money got credited.

The player from Finland had followed all the rules and won 2309.23€. However, when he had tried to log into his account to verify it for withdrawal, he discovered it had been closed. He had contacted the casino, but there was no response. We had reached out to the player for more information to better understand the situation and had extended the response time by 7 days. However, the player did not respond to our queries, and as a result, we could not investigate further. Therefore, we had to reject the complaint due to the lack of response from the player.

A player from Germany, who previously blocked himself from Platin Casino due to a gambling addiction, has surprisingly found that the block was lifted without his knowledge, leading to substantial monetary loss. He seeks assistance in getting the lost money refunded and serious consideration of his situation in managing his addiction. The complaint was rejected as the player could not provide any evidence of his self-exclusion.

The player from Kuwait had a deposit of 350 CAD, which was rejected, but the money was still deducted from his credit card. The casino claimed the payment would be back, but it did not happen for a long time. Although the casino claimed that the payment provider rejected the payment, the disputed funds were credited to his casino account balance, and the account was reopened. However, it turned out that the user's account should have been self-excluded and the account was reopened by human error. While the account was accessible and active, the player managed to make deposits of a higher amount to it. The casino confirmed that all deposits made during this period would be returned to the complainant. The player later informed us that all deposits were successfully refunded. The complaint is resolved.

The player from Quebec had trouble accessing his casino account which had been unexpectedly disabled. He had over 5000 Canadian dollars in winnings that he couldn't collect due to this issue. The Complaints Team had attempted to investigate the issue, asking the player several clarifying questions. However, the player did not respond to these inquiries within the given time frame. As a result, we were unable to investigate further and had to reject the complaint.

The player from Germany had deposited 100 Euros and managed to win, increasing his balance to 1200 Euros. However, when he had attempted to withdraw 500 Euros, he found out his account had been deactivated. The player had used his funds for sports betting, which had led to the deactivation of his account. Unfortunately, we were unable to assist due to our limited insight into sports betting related issues. Despite the player's dissatisfaction, we had to reject the complaint as we couldn't evaluate the issue properly.

The player from Switzerland had used a Paysafe Voucher to deposit and struggled to withdraw a balance of 137.27€. Despite having provided screenshots and transaction evidence, the casino had repeatedly requested Paysafe account deposit confirmation, which the player didn't possess. After several communications with the casino, the player had managed to withdraw an amount less than the initial balance. They had agreed with the casino to make future deposits via Mifinity to avoid similar issues. The Complaints Team marked the issue as resolved after the player confirmed resolution.

A player from Spain has had her account permanently blocked by Platin Casino. Despite providing all requested documentation and asserting that she has not violated the general terms and conditions, the casino has not reinstated her account. She is considering escalating the matter to the General Directorate for the Regulation of Gambling. The complaint was rejected as the player stopped responding.

The player from Germany had deposited €35 using a friend's account and had won €4000. The casino had requested account re-verification for withdrawal. Despite the player providing all necessary documents, the casino cancelled the withdrawal, blocked the account, and confiscated the winnings, citing a violation of third-party deposit terms and conditions. We had confirmed that the casino's actions were in line with their terms and conditions, which prohibited third-party payments. The player had failed to respond to our messages for further investigation, leading to the rejection of the complaint.

The player from Austria had experienced account closure due to accusations of being underage, despite having provided verification. This had impeded his ability to withdraw his winnings. The player clarified that he had opened the account when he was underage but didn't deposit or play until he was of legal age. The casino confirmed that the player had been underage at the time of registration but was of legal age when he deposited and won. Despite the player's arguments, the casino insisted that the registration itself had been a breach of their terms and conditions. We suggested that since the player hadn't played or deposited while underage, he should receive a refund of his deposits. The casino agreed and refunded the player's total deposits. The complaint was resolved when the player confirmed receiving the refund even though he played the funds down to zero.

The player from Sweden requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

The player from Spain explained their legally incapacitated daughter created the casino account and now, the casino refuses to issue a refund of deposits despite her being registered with the General Directorate of Game Management. The complaint was rejected as the complaint was submitted by a 3rd party.

The player from Spain deposited €40 and used a match bonus. Upon canceling the bonus to withdraw earnings of 280€, his balance was reduced to €0. Despite contacting the casino, no solution has been offered and the casino claims the cancellation was the player's responsibility. The complaint was rejected because the player didn't respond to our messages and questions.

The player from Germany encountered an error while playing 'Seven Books Unlimited' in Platinum Casino, causing her to lose both her winnings from a free spin and the 10 additional free spins she had won. Despite contact with the casino and validation of the won money, the issue of the missing free spins remains unresolved. Since the winnings were credited back to the player's gaming account, we rejected the complaint.

The player from Spain has issues with withdrawing winnings at Platincasino ES. After verifying their account with a selfie and ID, the account remains blocked and customer service provides ambiguous responses without any explanation. The issue has been resolved successfully.

The player from Spain is experiencing difficulties withdrawing his winnings due to ongoing verification of the payment method. We closed the complaint because the player confirmed the issue was resolved.

The player from Germany had his account blocked due to using a payment method belonging to a third party. The casino allowed the player to make a one-time deposit via his brother's account. However, the player admitted he made all the deposits through his brother. Therefore, he breached the casino's Terms and Conditions regarding third-party payments, and we rejected his complaint.

The player registered in the casino, played, submited his ID and proof of address. His first withdrawal went through fine. The following week, he continued playing and managed to get to a £2.500 withdrawal. He then submitted ‘source of funds’ proof and got fully verified. However, after he checked on the withdrawal request, he found ‘error’ next to it. Live chat wasn't helpful, the player was told he would be contacted at some point. There is no update on the situation ever since and the complaint remains unresolved.

The player from Germany has deposited funds into casino account just to find out that the slots are not available. Now he’s experiencing difficulties requesting a refund. Player’s complaint has been resolved successfully.

The player from Hamburg submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The complaint was rejected because the player didn't respond to our messages and questions.

The player's dissatisfied with Platincasino.de as she claims it seems to be fake. The complaint was closed as the player's account got migrated and currently experiencing some issues waiting for a fix by the casino.

The player from Ireland requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Austria was experiencing difficulties passing the verification. The casino responded and explained that the player had failed the verification due to abuse of a bonus, which had been detected upon review of their account. The casino was asked to provide supporting evidence of this, but unfortunately, there was no further response from them. Consequently, the complaint was closed as 'unresolved'. The casino requested that the complaint be reopened and provided the evidence requested. As the evidence provided was sufficient in supporting the casino's claims against the player, the complaint was ultimately rejected.

The player from Germany deposited money in his casino account but the funds seemed to be lost. The issue was eventually resolved as the casino located the failed transaction and added the funds to the player's account.

The player's deposit did not arrive in his casino account for an unknown reason. After some time, the casino responded and stated that they were investigating the case. Shortly after this, the player's deposit was credited to their account and the complaint was resolved.

The player from Finland has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.

The player struggles to withdraw his winnings as the casino is making excuses. The complaint was closed as the casino proved that the player's RTP was bugged due a technical issue and the winnings generated from it are not valid.

The player from Brazil has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.

The player from Germany has tried to self-exclude from the casino. Unfortunately, even if the account has been suspended initially, the player was able to reopen it a few months later. The case was resolved, and the player got a refund.

The player from Germany deposited funds into her account using the 3rd party payment method. The casino confiscated winnings accumulated with these deposits. Since this was done in compliance with the General T&Cs, we were forced to reject this complaint.

The player from Austria requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The complaint was rejected because the player didn't respond to our messages and questions.

The player from Berlin has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Hamburg has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.

The player from Sweden has been accused of breaching bonus terms by placing single bets greater than the allowed ones. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing additional verification. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Germany cannot withdraw their winnings due to missing proof of income. The player couldn't provide this document and later stopped responding to his complaint, therefore we rejected tit.

The Canadian player had trouble collecting winnings due to ongoing payment verification. The complaint was initially rejected because the player lost the disputed funds and decided to close the account. After receiving information from the casino, the complaint was reopened. The player was re-credited with the disputed amount, despite the fact that the balance was reduced. The player has successfully withdrawn funds. The complaint is resolved.

The player from Germany has won a voucher two months ago, unfortunately, it has not been received yet. With the help of the casino, the problem was found and the issue resolved. The player received his voucher.

The player from Germany received a cash back bonus, and has been advised to complete the wagering requirements. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Germany is criticizing casino for accepting 3rd party deposits and allowing them to open new accounts despite the fact they mentioned gambling problems. Since the player deposited with his credit card to someone else's account and play via this account, we didn't see any reason for a casino to refund the player. We rejected the complaint because the player didn't respond to our messages and questions.

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.

The player from Uruguay is experiencing difficulties withdrawing winnings since their country became a restricted jurisdiction. The casino only refunded the player with his winning deposit which we did not consider as a fair solution, therefore we closed this complaint as 'unresolved'.

The player from Germany had his account closed. The casino claims he was informed about it via email, however he hasn’t received any. We rejected the complaint becasue the casino paid the player's balance out before closing his account.

The player from Germany submitted all the required documents to verify his identity, but the casino blocked his account. We rejected the complaint because the player didn't respond to our messages and questions.

The player from Germany has requested the account closure due to a gambling problem several years ago. Recently, he succeeded in opening a new account. We ended up rejecting the complaint because it was not justified.

The player from Germany had his account blocked after accumulating a substantial win. The player was instructed to contact the gaming authority. Unfortunately, since we didn't receive any response from the player regarding the regulator's decision, we ended up rejecting the complaint.

The player from Germany, with a fully verified account, faced an unprocessed withdrawal of 4800 Euros. The casino cited waiting for a response from the game provider as the reason, but previous withdrawals had no issues. She sought assistance because the casino was not paying out. The issue was resolved after the casino processed the withdrawal following the player's complaint. We marked the complaint as resolved and offered further assistance if needed.

The player from New Zealand noticed discrepancies in deposits made in February 2024, with $3,450 debited from her bank account but only $3,250 credited to her casino account. Despite providing the requested bank statements and transaction details, the player did not receive a response after a week. The Complaints Team successfully facilitated communication between the player and the casino, resulting in the casino confirming the missing deposits and crediting the funds to the player's account. The complaint was marked as resolved.

The player from Austria faced repeated cancellations of their withdrawal attempts despite having received a previous payout via MasterCard. The casino claimed the issue lay with the card and kept asking for additional verification. We explained that payment methods could be discontinued or restricted due to various external factors and inquired about alternative withdrawal methods and previous account verification. The player confirmed the issue was resolved.

The player from Germany had had an issue with withdrawing his €400 winnings since the casino had requested detailed proof of deposit via Apple Pay, which he couldn't provide. The winnings hadn't originated from this deposit but through Giropay. After much back and forth, the issue had been resolved and the player had confirmed that the money had been paid out. Consequently, we had marked the complaint as 'resolved' in our system.

The player from Germany had faced difficulties with the verification process at Betandplay Casino. His chosen deposit method, a virtual prepaid credit card from Skrill, had been continually rejected despite his attempts to provide the necessary documents. After multiple attempts, the casino finally accepted his documentation. Consequently, the verification process had been completed and the player successfully received his money on his credit card. This complaint was successfully resolved.

The player from Germany had attempted to withdraw his winnings multiple times via both a credit card and a bank account, but each attempt had been cancelled by the casino. After a series of interactions with the casino and the Complaints Team, the casino finally paid out on the fifth attempt. The player had confirmed the receipt of the payment, and the Complaints Team had marked the complaint as resolved.

The player from Germany was accused of breaching the maximum allowed bet. Since the max bet rule was only breached once by accident and the player didn't win anything with this bet, the casino decided to grant the player their winnings. The issue was successfully resolved.