Platincasino - Die Auszahlung des Spielers verzögert sich aufgrund kontinuierlicher Überprüfungsanfragen.

All required documents for verification and subsequent withdrawal have been uploaded several times already. However, no payout has been made so far. Deposit methods via Apple Pay, Paysafe, and Visa and Mastercard have already been verified. Yet, new documents are constantly being requested to prolong the withdrawal process.

Es wurden bereits mehrfach alle Unterlagen zur Verifizierung und anschließender Auszahlung hochgeladen. Bisher leider keine Auszahlung. Einzahlungsmethoden via Apple Pay, Paysafe, und Visa und Mastercard bereits verifiziert. Es werden jedoch immer neue Dokumente angefordert um den Auszahlungsprozess zu verlängern.

Dear mat9972,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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

Best regards,

Petronela

I was informed about the missing documents, but some of them are already available. The rest have been uploaded for review.

The first withdrawal attempt was on 26.05

If this process normally takes that long, it's not a problem, I was just wondering.

Thank you

Ich wurde informiert über die fehlenden Unterlagen, jedoch liegen diese bereits zum Teil vor. Die restlichen wurde zur Überprüfung hochgeladen.

Der erste Auszahlungsversuch war der 26.05

Wenn dieser Prozess im Normalfall solange dauert ist es kein Problem, ich hatte mich nur gewundert.

vielen Dank

I fully understand your frustration, mat9972. However, I will set the timer for additional 9 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Dear mat9972,

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.