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.
Platincasino - Withdrawal of player's winnings has been delayed.
Amount: €1,500
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
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello, I applied to Platincasino for a payout of 1500 euros via Noda on February 9th, 2023.
This is already marked as "booked" in my player account.
I have now contacted customer service several times. I received 2 emails that the payout has been approved and will be paid out within 5 days. The day before yesterday I was supposed to do an identity check again with proof of my last Mandato deposit.
These documents have been rejected in my player account. I've deposited and withdrawn from platinum many times with no problems.
Unfortunately, I don't get any answers other than "Please be patient" and other standard answers. In addition, there are contradictory statements in the live chat that are already lying at the limits of "the payment provider has problems" to "it's not just you at the moment".
Noda is an instant payment provider and therefore do not understand the problem.
Kind regards
Torben H***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear torbenhess27,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Hello,#
Unfortunately, no. Now the casino claims that the payout has long since been paid out. I should contact my bank. They don't comply with a request for a receipt. As of the day before yesterday I should do an identity check again. since the payment can only be processed afterwards and we asked for patience. the lies without end
Edited
Automatic translation:
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1 year ago
Thank you for your reply, torbenhess27. Have you made any successful withdrawals before? Could you please advise if you have received any confirmation regarding successful verification?
Have you accumulated your winnings with or without an active bonus?
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