Platincasino - Der Spieler erlebt eine verzögerte Auszahlungsreaktion.

I had previously been in contact with the casino because they refused to verify me for weeks. Apparently, some documents were missing. After the verification, I requested another withdrawal which was then approved.

However, since then, nothing has been paid out, and the casino does not respond to any of my messages or emails! I am simply being ignored!

In my opinion, this is very unprofessional behavior.

Ich habe im Vorfeld schon Kontakt mit dem Casino gehabt, weil das Casino mich Wochenlang nicht verifizieren wollte. Es haben wohl Unterlagen gefehlt. Nach der Verifizierung habe ich erneut eine Auszahlung beantragt welche dann auch genehmigt wurde.

Jedoch wurde seitdem nichts ausgezahlt, und das Casino reagiert auf keine meiner Nachrichten und Emails! Ich werde einfach ignoriert!

Sehr unseriöses Verhalten meiner Meinung nach.

Dear Lemon024,

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

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please post a screenshot of the verification of your player's account?
• Have you accumulated your winnings with the help of a bonus?
• When was the last time you were in contact with casino support and what did you discuss?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here.
• Kindly include the most recent responses from the casino.

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,

Tomas

Attached is a screenshot of the verification. I deliberately left the rejected documents in there as proof. But I submitted all the required documents there!

I have successfully submitted the documents highlighted in red or yellow for your information.

Should I have removed the invalid documents? But I don't think it can have anything to do with that?

This is my first withdrawal there.

I played completely without a bonus

The last time I had contact was when the casino asked me for documents to verify me. Without being verified, the casino would not have confirmed the payout!

Best Regards

Im Anhang ist der Screenshot der Verifizierung. Ich habe bewusst die abgelehnten Dokumente als Beweis drinnen gelassen. Ich habe aber alle erforderlichen Dokumente dort eingereicht! 

Die rot oder gelb hinterlegten Dokumente habe ich erfolgreich nachgereicht nochmal zu ihrer Information. 

Hätte ich lieber die nicht gültigen Dokumente entfernen sollen? Aber damit kann es doch nichts zu tun haben denke ich ?

 Das ist meine erste Auszahlung dort.

Ich habe komplett ohne Bonus gespielt

Ich hatte das letzte mal Kontakt als das Casino Unterlagen von mir gefordert hat, um mich zu verifizieren. Ohne verifiziert zu sein hätte das Casino die Auszahlung nicht bestätigt! 

Mit freundlichen Grüßen/Best Regards 

Thanks Lemon024 for your reply.

Could you please forward the last email or other recent communication you received from the casino?

Send it to my email at tomas@casino.guru

I apologize for the inconvenience.

This is their last message to me. They told me the verification is fine and that the money is on the way.

Thank you very much, Lemon024, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much!

Dear Lemon024,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Platincasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Platincasino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Please see attached our reply from 10. October. The pay out was processed in September to your bank account. If you have not received it , please send a PDF File showing transactions from  26/09/2024 till today .

Thanks,

These are my bank statements. Nothing arrived in the account that the payment was supposed to go to!

Das sind meine Kontoauszüge. Es ist nichts angekommen auf das Konto auf das die Auszahlung gehen sollte!

Hi ,

Can you kindly send clearly visible bank statements in PDF form to support@platincasino.com ? Also we had asked you already and you never sent it.

Waiting for the statements via Email so then i can forward it to the payment provider.

Thanks,

I did send the PDF files to the email address you just gave me here.

Dear Platincasino,

Thank you for the update. Could you kindly confirm whether you have received the player's bank statements in PDF format? Additionally, could you provide clarification on the next steps in this process?

Thank you in advance for your assistance.

Hi,

Pay out has been processed a week ago and player was informed.

Apologies for the late reply here .

Thanks,

Dear Platincasino,

Thank you for this valuable update and for your assistance.

Dear Lemon024,

Could you kindly confirm whether you have received your withdrawal as stated by the casino?

Thank you in advance for your response.

Yes, I received the payout!

Ja ich habe die Auszahlung erhalten!

Dear Lemon024,

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

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

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best Regards,

Kubo