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.
Platincasino - Withdrawal of player's winnings has been delayed.
Amount: €4,000
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
Player stopped responding
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Hello, I have a verified account at Platin and am also a Platin player with VIP status.
On 05.05, I made a withdrawal of €4000. This is still listed as "In Progress". I have already corresponded with the VIP Service, but unfortunately, they only occasionally respond. They mentioned it can take up to 5 business days. I would appreciate any help.
Automatic translation:
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4 months ago
Dear Maggi2407,
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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4 months ago
Translation
Good evening.
I have now received an answer and also a rejection. My main bank C24 is not supported, but they could have told me this 14 days ago.
I'm currently trying to create an e-wallet and withdraw money from it. Thank you for your help.
Automatic translation:
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3 months ago
Thank you for your reply, Maggi2407. Have you made any successful withdrawals before? Did you manage to request a withdrawal via an alternative withdrawal method?
Did you accumulate your winnings with or without an active bonus?
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3 months ago
Translation
Good day
I haven't withdrawn any money yet. I had to create a Mifinity account to make a withdrawal, unfortunately the whole process takes a long time, which clearly targets the addictive behavior of the players.
The verification of my Mifinity account is already underway and then I will hopefully be able to withdraw. I can only advise against playing in this casino, I will delete and block my account immediately after withdrawal, thank you.
Automatic translation:
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3 months ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
