Platinum Play Online Casino - Player's withdrawal is delayed.

Dear Casino Guru Mediation Team,

I am reaching out to seek your assistance with a troubling issue I am experiencing with Platinum Play Casino. I have been a customer of Platinum Play since January 2024, and despite significant losses over time, I recently won €7200. My account has been verified as confirmed by their communication: "Our Platinum Play account has been reviewed and successfully verified."

Unfortunately, despite my account being verified, the casino has failed to process my withdrawal for three weeks. The status of my withdrawal remains "under review," and I have not received any clear communication or updates from the casino. My attempts to reach out via their chat support and email have been met with silence, which has caused me considerable frustration and concern.

Hello griffin87,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platinum Play Online Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I played with bonus and without bonus. They have daily offers what attracts me to the casino.

I am verified since 8 May. They keep requesting the same documents again. So got the confirmation letter on 18 May.

Last conversation was " your withdraw is under review" We can't say anything more.

Hello griffin87,

Please note that it might take up to 14 days to process a withdrawal once your account get's verified. Please be sure to wait out the advised period. Meanwhile, you can forward the communication between you and the casino to nikolas.b@casino.guru.

Regards,

Nick

Got this message hopefully I will get paid now.

Hello griffin87,

Please let us know in case the withdrawal would take longer than the recommended period.

They locked my account now 🙁

As there has been no resolution reached concerning your complaint, we will now proceed to Dispute Level for Senior Management to review.

You will receive a response within 10 business days.

Should you not reach an agreement with us after completing our Complaints Process, you may refer the matter to one of our ADR providers:

- eCOGRA

- Kahnawake Gaming commission 

Dear Katelyn,

Congratulations!

Your Platinum Play account has been reviewed and successfully verified.

You can log in today and enjoy!

Thank You,

The Platinum Play Team

Again this message.

Dear griffin87,

We have received a response from the casino support, but unfortunately, they are not willing to cooperate on this matter.

We have received your query, however, we do not liase with 3rd parties on accounts. Please advise the customer to contact us directly and we will gladly assist them.

I regret to inform you that due to the lack of cooperation from the casino team, I have no choice but to close this case as 'not solved'. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards,

Nick