Platincasino - O jogador ainda não recebeu os seus prémios.

Hello, everyone,

I have a problem with the Platincasino and the withdrawal. Most recently, I always paid in via paysafecard, and you then also requested documents that I submitted and were also accepted. But now I'm supposed to make a new deposit via Zimpler in order to be able to pay out my winnings, but this is not possible, my account is covered, but it still doesn't work. Then I deposited extra via my neteller account and then also requested the withdrawal, was rejected again and I was asked to deposit via zimpler again. Surely this can't be? I do not know what to do. It is now the 2nd casino that suddenly causes me such problems.

Hallo zusammen,

Ich habe ein Problem mit dem Platincasino und der Auszahlung. Ich habe zuletzt immer über paysafecard eingezahlt, dazu haben Sie dann auch Dokumente angefordert, die ich eingereicht habe und auch akzeptiert wurden. Jetzt soll ich aber um mir mein Gewinn auszahlen zu können, eine erneute Einzahlung über Zimpler vornehmen, dies ist aber nicht möglich, mein Konto ist gedeckt aber es funktioniert trotzdem nicht. Dann habe ich extra über mein neteller Konto eingezahlt, und dann auch die Auszahlung beantragt, wurde wieder abgelehnt und ich wurde wieder gebeten über zimpler einzuzahlen. Dies kann doch nicht sein? Ich weiß nicht was ich tun soll. Es ist nun mittlerweile dass 2te Casino was mir aufeinmal solch Probleme macht.

Dear fabiennegroll16,

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

However, the problem with the whole thing is that I have already received the requested documents confirmed and should still make another deposit via zimpler so that I can withdraw. And that can't be right? I only got answers from the chat.

Dass Problem an der ganzen Sache ist aber dass ich bereits die angeforderten Dokumente bestätigt bekommen habe, und dennoch eine weitere Einzahlung über zimpler vornehmen sollte, damit ich auszahlen kann. Und dass kann doch nicht richtig sein?? Habe vom Chat nur dürfte antworten erhalten.

Dear fabiennegroll16,

Have you received your withdrawal from the casino yet?

Hello, yes I actually received it the day before yesterday.. But it was just a struggle of over 6 weeks. Anyway, I don't recommend this casino anymore

Hallo, ja tatsächlich habe ich sie vorgestern erhalten.. Aber es war halt ein Kampf von über 6 Wochen. Ich empfehle dieses casino jedenfalls nicht mehr

Dear fabiennegroll16,

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

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

Best regards,

Kristina,

Casino.Guru