Platincasino - El retiro del jugador se retrasa debido a problemas de verificación.

Hello, I have been trying to withdraw my winnings from Platincasino for several weeks using all available methods (Crypto, Bank). I won 4000 euros without a bonus!

I am verified, but I have been rejected multiple times for the same verification reason. I have repeatedly verified myself and have been approved, yet I am still being rejected without any reason given. No one is responding to my emails. I have been a customer on this site for a long time and was already verified. (Gold player)

Hallo ich habe auf Platincasino seit mehreren Wochen versucht mein Geld auszuzahlen in allen Möglichkeiten (Crypto, Bank) ich hatte ohne Bonus Guthaben 4000 Euro gewonnen !

Ich bin verifiziert und wurde auch des Öfteren wegen der gleichen Verifizierungs Grund abgelehnt - habe ich immer wieder verifiziert und wurde auch genehmigt leider werde ich dennoch immernoch ohne Grund abgelehnt auf E-Mails reagiert niemand. Ich bin schon länger Kunde auf dieser Seite und war da schon verifiziert. (Gold Spieler)

Dear sandrosahiti,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Could you please specify the verification reason for which your withdrawal request has been repeatedly declined? Which of your identity documents have not been approved by the casino? Have you submitted all the requested documents on time and in the correct format?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I don't remember exactly whether the payout was successful, unfortunately I don't think so, but since I'm a gold member I had to verify myself because of the deposit limit.

First I was given the paysafecard account as the reason (which I unfortunately cannot access at the moment) and then the reason "IBAN and Name-Showing". This was also confirmed, I also wrote down and I had also provided proof that I had bought the paysafecard and that it had been debited from my account, but it was rejected.

However, I had verified the hook as I had submitted the picture a long time ago.

+was a deposit via my bank which I had already confirmed

Thanks so much !

Eine erfolgreiche Auszahlung weiß ich nicht mehr genau leider ich denke eher nicht aber da ich Gold Mitglied bin musste ich mich schon einmal verifiziert haben wegen der Einzahlungsgrenze

erst wurde mir der paysafecard- Konto als Grund genannt (in den ich leider aktuell nicht rein komme) und danach der Grund „IBAN and Name-Showing" dieser wurde auch bestätigt habe ich auch hingeschrieben und das ich die paysafecard gekauft habe und sie von meinem Konto abgebucht wurde hatte ich auch belegt wurde allerdings abgelehnt.

allerdings hatte ich den Haken als verifiziert wie ich auch das Bild eingereicht hatte schon länger.

+war eine Einzahlung über meine Bank die hatte ich auch schon belegt

vielen lieben Dank !

Could you please forward me all the communication between you and the casino's customer support regarding the issues with your verification? My email address is veronika.l@casino.guru.

Am I correct in understanding that your payment method (Paysafecard) has not yet been verified? Has the casino instructed you on which document they require to confirm that you are the owner of this payment method?

No, I was not informed about it.

only when you request a payout.

Currently there is still the update:

my winnings were cancelled due to a third account deposit because it was made through my friend's paysafecard account (deducted etc. So everything was debited from my bank account and I also bought the paysafecard.)

I didn't know that anymore and as far as I know there's nothing that can be done about it, right?

Nein, ich wurde nicht informiert darüber.

erst bei Auszahlungswunsch.

Aktuell gibt’s aber noch das Update:

mein Gewinn wurde storniert wegen 3. Konto Einzahlung weil es über den paysafecard Account meines Freundes ging (abgezogen etc. Wurde alles bei mir also von meinem Bankkonto abgebucht und die paysafecard hab auch ich gekauft.)

Wusste das selbst nicht mehr und meines wissens kann man da auch nichts dran ändern oder?

Thank you for your quick reply. I have checked the Terms and Conditions, and this is what I found:

11. DEPOSITING

Contact our support team at support@platincasino.com to inquire about the payment methods which are most favorable for your country of residence. Using third party payments is prohibited. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts. Please note that the minimal amount of deposit is 20€ or an equivalent. The maximum amount of deposit depends on the payment method you decide to use and will appear when choosing the payment method.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Thank you very much in advance for your reply and understanding.

Dear sandrosahiti,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.