Platincasino - A retirada do jogador é adiada e os ganhos não são processados.

Hello, on Friday, 1.11.2024, I won €4538. Naturally, I immediately requested my withdrawal and uploaded my documents right away. Three documents were instantly accepted. However, my screenshots are still pending review. On Sunday evening, I checked my profile and noticed that my withdrawal had been canceled, so I initiated the withdrawal again. Since Sunday, the withdrawal has been pending. I contacted customer service, but unfortunately, no response was received. So, I reached out to the VIP service, and I did get an immediate reply. I was told that it would take a bit longer and that they would still need to verify the documents, although my ID and electricity bill had already been accepted long ago. Only my online banking screenshots hadn't been accepted, so today I went to the bank to obtain a paper statement. I submitted that immediately as well. I feel like they are trying to stall me because nothing has happened for the last two days. When I contact the VIP team, they always tell me to be patient. It has been four days now, and there is still no progress. Based on what I read online, many people face similar issues where the casino does not pay out their winnings, and customer service doesn't even respond to messages. Only the VIP team replies to me, but they don't really help. Therefore, I'm asking for your assistance because it's a significant amount of money I'm supposed to receive from the casino, meaning my winnings, and I did not play with a bonus.

Hallo ich habe am freitag 1.11.2024 4538 € gewonnen. natürlich habe ich meine Auszahlung gleich getätigt und auch sofort meine Dokumente hochgeladen. Drei Dokumente wurden sofort akzeptiert. Meine Screenshots sind immer noch auf einer Sanduhr. Am Sonntag Abend dachte ich. Ich schau mal ins Profil wurde meine Auszahlung storniert also habe ich diese Auszahlung erneut getätigt. Seit Sonntag steht die Auszahlung aufstehend. Ich habe den Kundenservice kontaktiert da kam leider keine Nachricht zurück. Also habe ich den VIP Service angeschrieben da kam auch sofort eine Antwort. Es würde im Moment etwas länger dauern und man Würde die Dokumente noch prüfen Ausweis Stromabrechnung wurden ja schon lange akzeptiert. Nur die Queen Shirts vom Online Banking wurden noch nicht akzeptiert also bin ich heute zur Bank und habe mir auch extra einen Kontoauszug geholt. Den habe ich auch sofort eingereicht. Ich habe eher das Gefühl, dass die mich hinhalten möchten, denn seit zwei Tagen passiert gar nichts mehr und wenn ich dem VIP Team schreibe, heißt es immer ich soll mich gedulden. Es sind mittlerweile vier Tage vergangen und es ist immer noch nichts passiert und auch was ich im Internet nachlese, haben viele Menschen die Probleme, dass das Casino die Gewinne nicht ausbezahlt und auch der Kundenservice nicht mal reagiert auf die Nachrichten. Bei mir reagiert auch nur das VIP Team aber wirklich weiterhelfen tun die mir nicht. Ich bitte Sie daher um Hilfe, weil es wirklich eine Menge Geld ist , was ich von dem Casino bekomme, sprich mein gewonnenes Geld und ich habe nicht mit Bonus gespielt.

Dear franzi_1988,

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.

• Do I understand correctly you submitted a bank statement associated with your casino deposit for verification?
• Is the bank account in your name with the deposit made to the casino visible in the list of transactions?
• Have you submitted the document in the correct format?
• Have you accumulated your winnings with the help of a bonus?

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,

Tomas

Dear franzi_1988,

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.

Hello dear team

the case is resolved the casino has paid out my winnings

Best regards

Hallo liebes Team

der Fall ist geklärt das Casino hat mein Gewinn ausbezahlt

liebe Grüße

Dear franzi_1988,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru