Platinum Play Online Casino - Player repeatedly asked for proof of deposit sources.

Hi,

I deposited around €36k to these guys during September and October. I finally won €31k back.

Since then, they keep on asking for this:

- Proof Of funding for crypto and NeTeller account

Proof of funding can be in the form of an official bank statement; with your name, address, date, letterhead/logo as well as the transactions made onto the casino with the aforementioned methods also reflecting and highlighted. It can be a picture of a physical document or downloadable PDF document

Please remember that we require an image of an official statement. An image of a live web page

 will not be acceptable. The document needs to be sent in PDF, PNG or JPEG format.

Kindly note a NeTeller statement is not sufficient, and the account has been closed for non-compliance until the appropriate documents

I funded my crypto and Neteller deposits with other casino winnings, which I have sent them proof of several times over the last couple of months.

I have made it very very clear and sent all documentation relating to this funding, yet they don't acknowledge anything I say, they just keep sending me the same email as above over and over. I have explained this to live chat around a dozen times. They agree with me, say they will pass the info on, then I hear nothing.

Then I email the casino again explaining that I didn't fund my crypto or Neteller accounts with a bank transfer, but they ask for the same thing again without acknowledging anything I said. It's beyond frustrating.

Dear edgarasjurkaitis888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear edgarasjurkaitis888,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.