Platincasino - O jogador afirma que o seu pagamento foi atrasado.

Hello, I would like to file a complaint regarding outstanding payouts at Platin Casino.

I had already requested a withdrawal. After several days, no money had arrived in my bank account. After contacting support and submitting a bank statement as proof, the amount was not transferred but instead credited back to my casino account.

As a result, I had to request the withdrawal again. Now I'm in the same situation: the withdrawal has been accepted, but the money still hasn't arrived in my bank account. Support is only giving me standard replies and telling me to wait several more business days or contact them again next month before they can supposedly investigate.

I therefore request that the case be reviewed and that support be provided so that the payment is finally transferred properly to my bank account.

Hallo, ich möchte eine Beschwerde wegen ausstehender Auszahlungen bei Platin Casino einreichen.

Ich hatte bereits eine Auszahlung beantragt. Nach mehreren Tagen ist kein Geld auf meinem Bankkonto eingegangen. Nachdem ich mich beim Support gemeldet und einen Kontoauszug als Nachweis eingereicht habe, wurde der Betrag nicht überwiesen, sondern wieder auf mein Casino-Konto zurückgebucht.

Daraufhin musste ich die Auszahlung erneut beantragen. Jetzt befinde ich mich wieder in derselben Situation: Die Auszahlung ist akzeptiert, aber das Geld ist weiterhin nicht auf meinem Bankkonto eingegangen. Vom Support erhalte ich nur Standardantworten und soll erneut mehrere Werktage warten bzw. mich erst im nächsten Monat wieder melden, bevor angeblich etwas geprüft werden kann.

Ich bitte daher um Prüfung des Falls und um Unterstützung, damit die Auszahlung endlich ordnungsgemäß auf mein Bankkonto überwiesen wird.

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Dear Gorilla66,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Gorilla66,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Gorilla66,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru