Platincasino - El reintegro del jugador se ha retrasado.

Dear Casino Guru,

I am requesting your help. I applied for a withdrawal of 401 euros from Platin Casino.

The first withdrawal attempt was on 10/08/2024 at 03:37 AM.

The second withdrawal attempt on 10/09/2024 at 06:56 PM.

The third withdrawal attempt on 10/11/2024 at 12:57 AM.

All withdrawals were rejected by Platin Casino.

I have been trying to contact the support team at Platin Casino this whole time, but unfortunately without success. I am not receiving any replies to my emails from Platin Casino.

There is also no live chat, even though the site claims there is 24/7 support available.

I don't even know the reason why my withdrawal was canceled.

I also didn't use any bonuses or anything else, I deposited with 50 € raw cash.

I would be very happy to send you the emails sent to Platin Casino, if needed.

Sincerely,

Sehr geehrtes Casino Guru,

ich bitte um eure Hilfe. Ich habe bei Platin Casino eine Auszahlung in Höhe von 401 Euro beantragt.

Der erste Auszahlungsversuch war am 08.10.24 um 03:37 Uhr.

Der zweite Auszahlungsversuch am 09.10.24 um 18:56 Uhr.

Der dritte Auszahlungsversuch am 11.10.24 um 00:57 Uhr.

Alle Auszahlungen wurden von Platin Casino abgelehnt.

Ich versuche die ganze Zeit, den Support von Platin Casino zu erreichen, leider ohne Erfolg. Ich bekomme keine Antworten via E-Mail vom Platin Casino.

Ein Live-Chat existiert auch nicht, obwohl auf der Seite steht, dass 24/7 Support erreichbar wäre.

Ich erfahre nicht einmal den Grund, warum meine Auszahlung storniert wurde.

Ich habe auch keinen Bonus oder Sonstiges benutzt, sondern mit 50 € Raw Cash eingezahlt.

Sehr gerne schicke ich Ihnen auch die gesendeten E-Mails an Platin Casino mit hinzu, wenn es benötigt wird.

Mit freundlichen Grüßen

Dear Ronnie,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Casino Guru Team,

I'm asking for your help so that Platin Casino can contact me. I'm not getting any email replies from Platin Casino as to why my withdrawal is always cancelled.

If only I knew the reason why they always cancel, I could work on it. But as it is, it will be difficult for me to know the reason. I write an email to Platin Casino every day, but as I have mentioned several times, I do not receive any replies.

Liebes Casino Guru Team,

ich bitte um eure Hilfe, damit sich das Platin Casino bei mir meldet. Ich erhalte keine E-Mail-Antworten vom Platin Casino, warum meine Auszahlung immer storniert wird.

Wenn ich nur wüsste, aus welchem Grund sie das immer stornieren, könnte ich daran arbeiten. Aber so wird es für mich schwer sein, den Grund zu erfahren. Ich schreibe täglich eine E-Mail an das Platin Casino, aber wie ich bereits mehrfach erwähnt habe, erhalte ich keine Antworten.

Hi Ronnie,

We have sent you multiple Emails asking for documents and we have not received any doc yet , not even the ID or Proof of Address.

Can you please check your Spam Inbox as well?

Thanks,

Hello Platin Casino,

First of all, I am very pleased that you answered.

Unfortunately, I have not received any email from you, not even in my spam folder.

I would like to send the documents, but you need to update my profile with the correct address as I have moved.

I have sent you at least two emails with the correct address, but to date there has been no change in the profile.

Once this is changed, I am ready to send all my documents.

Best regards,

Ronnie

Hallo Platin Casino,

erstmal freut es mich sehr, dass Sie antworten.

Leider habe ich keine E-Mail von Ihnen erhalten, nicht mal im Spam-Ordner.

Ich würde gerne die Unterlagen zusenden, allerdings müssen Sie mein Profil mit der richtigen Adresse aktualisieren, da ich umgezogen bin.

Ich habe Ihnen mindestens zwei E-Mails mit der richtigen Adresse geschickt, aber bis heute gab es keine Änderung im Profil.

Sobald dies geändert ist, bin ich bereit, meine gesamten Unterlagen zu senden.

Mit freundlichen Grüßen,

Ronnie

Hi,

We can change the address once we receive the documents and that is what we have requested also few times.

Can you kindly upload your documents ?

Thanks,

Hello Platin Casino,

I have sent you the requested documents or uploaded them to your profile.

I have sent you the following documents:

- ID card front & back

- Paysafe deposit

- bank statement

Can you confirm that you have received the documents and, if necessary, carry out the verification?

Hallo Platin Casino,

ich habe Ihnen die geforderten Dokumente zugesendet bzw. im Profil hochgeladen.

Folgende Dokumente habe ich Ihnen zugesendet:

- Ausweis vorne & hinten

- Paysafe-Einzahlung

- Kontoauszug

Können Sie mir bestätigen, dass Sie die Dokumente erhalten haben und ggf. die Verifizierung durchführen?

Dear Ronnie,

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.

Hello Nick,

Unfortunately, Platin Casino has not yet made any payouts.

There has been no statement from Platin Casino so far and still no answer as to whether my account has been verified.

All withdrawals continued to be cancelled.

I don't receive any emails from Platin Casino except for promotional advertisements. I get those every time, but I don't get any status updates, requirements, or withdrawal cancellation information.

I'm asking Platin Casino for answers. I would also make a withdrawal via Dogecoin if Revolut withdrawal doesn't work.

Best regards,

Ronnie

Hallo Nick,

Leider erfolgte von der Seite Platin Casino noch keine Auszahlung.

Eine Stellungnahme von Platin Casino gab's bis jetzt nicht und immer noch keine Antwort, ob mein Account Verifiziert ist.

Alle Auszahlungen wurden weiterhin Storniert.

Ich erhalte keine Emails von Platin Casino bis auf Promo Werbung. Die erhalte ich jedes mal, aber weder Stellunhsnahnen, Anforderungen, oder Auszahlung Stornierung Informationen bekomme ich nicht.

Ich bitte Platin Casino um Antworten. Ich würde auch eine Auszahlung via Dogecoin durchführen, wenn Revolut Auszahlung nicht geht.

Mit freundlichen Grüßen,

Ronnie

Hello Platin Casino,

I would like to ask again for a statement regarding the verification and why the payout is repeatedly cancelled.

I don't receive any emails from you except advertisements for deposits.

Best regards,

Ronnie.

Hallo Platin Casino,

Ich bitte erneut um Stellungnahme über die Verifizierung und warum die Auszahlung immer wieder storniert wird.

Ich erhalte keine Emails von euch außer Werbung für Einzahlung.

Mit freundlichen Grüßen,

Ronnie.

Dear Platincasino,

Can you please advise if you have received the documents from the player to complete the verification process?

If yes, what is it's current status?

Regards,

Nick

Hi Team,

We need still the Uitlity Bill as Proof of Address.

Revolut Statements are not accepted as POAs, especially not when player requests to change address. We need something like Utility Bill, Gas or Electricity Bill , Insurance Letter etc .

Thanks for understanding!

Hello Platin Casino,

the documents were submitted.

Once verification is complete, can withdrawal be made via Revolut or Dogecoin?

Request for confirmation from Platin Casisno

Guten Tag Platin Casino,

die Dokumente wurden eingereicht.

Sobald die Verifizierung abgeschlossen ist, kann die Auszahlung über Revolut oder Dogecoin getätigt werden?

Bitte um Bestätigung von Platin Casisno

Hi,

Please request the pay out now to a verified payment method. Your proof of address was accepted.

Thanks,

Dear Ronnie,

Please do as the casino advises and let us know the outcome of the payment.

Keep in mind that it might take up to a few days for a payment to arrive.

Will be waiting for your response.

Regards,

Nick

Dear Platin Casino, dear Guru team,

I requested a withdrawal to the verified Revolut address on November 5th, 2024 at 2:14 p.m. However, the withdrawal was canceled again on November 8th, 2024 at 10:00 a.m. I would like to ask Platin Casino for a clear answer as to whether I can also withdraw via Dogecoin if the Revolut withdrawal is not possible. Because I do not have another bank account.

Liebes Platin Casino, liebes Guru-Team,

ich habe die Auszahlung auf die verifizierte Revolut-Adresse beantragt am 05.11.24 um 14:14 Uhr . Allerdings wurde die Auszahlung erneut storniert am 8.11.24 um 10:00 Uhr. Ich bitte das Platin Casino um eine klare Antwort, ob ich auch über Dogecoin auszahlen kann, wenn die Revolut-Auszahlung nicht möglich ist. Denn ein anderes Bankkonto besitze ich nicht.

Hi Ronnie,

Can you please try again?

Thanks

Hello Platin Casino,

I have requested a new withdrawal via Revolut. Please let me know if and when the withdrawal is processed successfully.

Guten Tag Platin Casino,

Ich habe die Auszahlung neu beantragt über Revolut. Bitte teilen Sie mir mit, ob und wann die Auszahlung erfolgreich durchgeführt wird.

Good evening,

The payout is canceled again and again.

I have been waiting for my payout for 1 1/2 months now.

If you do not want to pay out to my bank, then I ask that we pay out via dogecoin.

Guten Abend,

Immer wieder wird die Auszahlung storniert.

Ich warte mittlerweile seit 1 1/2 Monaten auf meine Auszahlung.

Wenn Sie nicht auf meine Bank auszahlen wollen, dann bitte ich Sie, dass wir über dogecoin auszahlen.

Dear Platincasino,

Can you please advise why is the player's withdrawal still getting rejected?

Is there any way to assist him to withdraw his balance from the casino?

Looking forward to your response,

Regards,

Nick

Dear Casino Guru Team,

Dear Platin Casino,

I received the money today. I would like to thank both sides for their cooperation and the payment via Dogecoin.

The case can be closed.

Liebes Casino Guru Team,

Liebes Platin Casino,

Heute habe ich das Geld erhalten. Ich bedanke mich recht herzlich für die Kooperation von beiden Seiten und die Auszahlung via Dogecoin.

Der Fall kann geschlossen werden.

Dear Ronnie, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru