Platinumclub VIP Casino - Player’s struggling to complete KYC verification.

I have provided all of the KYC information the casino has asked me to provide, the company has no phone number and will not respond to my emails. I believe they may be a fraudulent company. Please can you help? I have £200 they will not let me withdraw.

Dear alex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have already provided and when exactly? Have you ever made any successful withdrawals before?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi,

please make my account private. No i have not made any withdrawawls before and i have provided all the info they wanted, ID, Bank numbers, credit card, passport, bank. statement. I believe it is a fraduelent company. Can you confirm is this is a proper company or can you help me get my money back?

KYC is fine but i have been ignored by them, they dont even have a live chat just a email. Reviews suggest they are a fraudelent company, KYC has been sent by me. They are stealing from me. Please help

Thank you very much for your reply, alex. We will try to get in touch with the casino and ask for their statement, but before we do that, would you be so kind and clarify what you mean by "make my account private"?

Please note that the only personal information that is currently public is your nickname "alex," which you are able to change yourself after completing the registration.

We have the option to hide your messages (they won't be public and will be seen only by you, the casino, and us), but we are not able to make your whole account private. Please let me know how you wish to proceed with this request.

Hi, thats fine please can you let me know what the casino say?

Are you able to help me withdraw my money?

Thank you very much alex for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello alex,

I looked at your complaint and will do my best to help you. I would like to invite Platinumclub VIP Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

They are not even emailing me back anymore and they claim I have not provided certain details when I have.

I have said I may need to take this up with the police/bank because right now this is theft/ stealing.

I need to know what card they would like me to withdraw it with, credit card was used to fund the bets but they have ignored all my emails so I have no reason to believe they are not fraudulent.

We would like to ask the Platinumclub VIP Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I have closed my account . You are also useless and haven’t helped me get my money back one bit . Close your website .

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.