Platincasino - El retiro de 400 € del jugador ha sido cancelado debido a una nueva verificación.

I won 400€ on 01.05.2024 and initiated a withdrawal, but the next day my withdrawal was canceled. I was asked to go through a VERIFICATION process again. I have been a customer for years and am a platinum member. They have all my documents from 3 different deposits or withdrawals, yet now I'm being asked to go through it all again. I'm starting to think they're really messing with people. This morning, I sent everything again, and once more it was canceled. Vince, support.

Habe 400€ am 01.05.2024 gewonnen,aushazlung veranlasst,nexter tag auszahlung stoniert,soll mich wieder VERIFIZIERUNG machen,bin seit jahren kunde dort und auch platine mitglied,die haben alle dokumente von mir mit 3 verschiedenen einzahlungen oder auszhalungen,jetzt soll ich wieder alles machen,solangsam glaub ich echt die verarschen die leute,hab jetzt wieder alle sachen hingeschickt heute morgen und wieder stoniert worden, Vince support

Dear z3roxe10,

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?

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

In order to fully verify your player account for future deposits/withdrawals, we require the following documents: that was the answer from Vince as he claims to be in support. Even though I am verified as a full platinum customer with everything, should I do it again? Yesterday support told me that unfortunately there are a lot of withdrawals at the moment and mine will be processed directly this morning, and what happened, the email with the payment was canceled.

Um dein Spielerkonto vollständig verifizieren zu können, für zukünftige Ein-/Auszahlungen, benötigen wir folgende Dokumente:das war die Antwort von vince wie er sich im support ausgibt.Obwohl ich als komplett Platine kunde Verifitiert bin mit allem,soll ich das wieder machen,gestern meinte der support zu mir das es leider sehr viele auszhalungen zurzeit gitb und meine heute morgen direkt bearbeitet wird,und was war,email mit auszhalung stoniert.

Vince (PlatinCasino)

May 3, 2024, 08:20 CEST

Hello P****,

In order to fully verify your player account for future deposits/withdrawals, we require the following documents:

Proof of payment

Deposit: 2024-05-01 02:25:46, 50 EUR

Upload a bank statement showing the above deposit. Your name and the date must be visible on the bank statement/transaction proof.

Please note that the document will be uploaded by the bank either in PDF format or printed and photographed.

Here is the direct link to upload your documents: https://www.platincasino.com/profile/general/verification?target=_self

If you have any further questions, please contact us via chat between 9 a.m. and midnight or via email.

Best regards

Are they trying to pull a little scam on people?

I've had an account there since 2016, still the same bank where I always deposit money.

I've probably uploaded over 50 pictures for verification since 2016 and they keep coming up with the same shit.

Vince (PlatinCasino)

3. Mai 2024, 08:20 MESZ

Hallo P****,

Um dein Spielerkonto vollständig verifizieren zu können, für zukünftige Ein-/Auszahlungen, benötigen wir folgende Dokumente:

Einzahlungsnachweis

Einzahlung: 2024-05-01 02:25:46, 50 EUR

Lade einen Kontoauszug hoch, auf dem die oben genannte Einzahlung ersichtlich ist. Auf dem Kontoauszug/Transaktionsnachweis müssen dein Name und das Datum erkennbar sein.

Bitte beachte, dass das Dokument entweder im PDF Format oder ausgedruckt und abfotografiert von der Bank hochgeladen wird.

Hier ist der direkte Link zum Hochladen deiner Dokumente: https://www.platincasino.com/profile/general/verification?target=_self

Falls du weitere Fragen hast, melde dich bei uns im Chat zwischen 9 und 24 Uhr oder via E-Mail.

Mit freundlichen Grüßen

Wollen die die Leute etwa leicht verarschen?

Habe seit 2016 Account dort, immer noch die ein und selbe Bank wo ich immer einzahle.

bestimmt schon seit 2016 über 50 Bilder hochgeladen für die verifizierung und immer wieder kommt die gleiche scheisse von denen.

Hi z3roxe10,

I doubt the casino is intentionally delaying your withdrawal. It's standard procedure for them to periodically verify documents and payment methods. My advice is to adhere to the casino's instructions and kindly update me on any further developments.

Thank you.

Dear z3roxe10,

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.