Platinum Play Online Casino - Player’s winnings haven’t been received yet.

I am fully verified at the casino.

My 50 euro withdrawal (cash play no bonus) has been stuck with verifications for 7 days, this is longer then the 48 hours the ts and cs state it should take.

Chat is useless and the internal complaints procedure is a sham and just said it is still with verifications.

At present they are breaching eu consumer law.

Please help.

Dear dionbarker,

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

Dear dionbarker,

Have you received your withdrawal from the casino yet?

You are so absurdly slow this has been resolved

Dear dionbarker,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru