Platincasino ES - Retiro bloqueado, jugador busca aclaración.

Hello, I registered 2 days ago on this website, platincasino.es

I made 2 deposits, one of 106 and the other of 398. I lost the first one, and with the 2nd I got €2,500.

At Platincasino.es you can withdraw a maximum of €1000, so I withdrew that and with it I continued playing (to this day I have not yet received this withdrawal in my bank account but it has been processed, they told me).

I had a good run and I got to put my balance at €13,000 in roulette, at which point I received an email that I had to verify with a selfie of my ID and a piece of paper with the date and name of the casino.

I did it and it has been approved, but my account is still blocked, I can neither play nor withdraw and customer service has not helped me at all. They have only told me that they cannot even tell me the reason and that the corresponding department will be in contact via email throughout the coming week.

Given the ambiguous responses, I wrote to ayuda@platincasino.es requesting verification of my account or at least an explanation, and I have not received a response. I tried again with customer support and it's like talking to a bot... 0 solutions.

Everything has been easy to deposit and verify the account at the beginning, but if you get profits they act in a very dishonorable way, and it is my money. I hope you can help me because I am helpless and it is not 4 euros.

Hola, me registré hace 2 días en esta web, platincasino.es

Hice 2 depósitos, uno de 106 y otro de 398. El primero lo perdí, y con el 2º conseguí 2500€.

En Platincasino.es puedes retirar 1000€ como máximo, así que retiré eso y con el esto seguí jugando (a día de hoy esta retirada aún no la he recibido en mi cuenta bancaria pero está procesada me han dicho).

Tuve una buena racha y llegué a poner mi saldo en 13000€ en la ruleta, momento en el cual recibí un email de que tenía que verificar con un selfie de mi DNI y un papel con fecha y nombre del casino.

Lo hice y ha sido aprobado, pero mi cuenta sigue bloqueada, no puedo ni jugar ni retirar y en atención al cliente no me han ayudado en nada. Solo me han dicho que no me pueden decir ni el motivo y que el departamento correspondiente se pondrá en contacto vía email a lo largo de la semana que viene.

Ante las respuestas ambiguas escribí a ayuda@platincasino.es solicitando la verificación de mi cuenta o al menos una explicación, y no he recibido contestación. He vuelto a intentarlo con atención al cliente y es como hablar con un bot... 0 soluciones.

Todo ha sido fácil para depositar y verificar al principio la cuenta, pero si obtienes beneficios actúan de una forma muy poco honorable, y es mi dinero. Espero que puedan ayudarme porque me encuentro desamparado y no son 4 euros.

Dear tintin191988,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Have you redeemed any promotional offer when placing your last deposit?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good afternoon, thanks for answering.

It was the first time that I registered on this web page, I met it by chance 3 days ago on the internet and decided to try it. My first withdrawal has been the one commented for €1000 after verifying all my data (electricity bill, bank account ownership, Bizum as an entry procedure, ID on the front and on the back...) and which I am waiting for receipt . I have not redeemed any promotional offers.

EDIT: I want to make a clarification since I have mixed the previous info. I made 3 deposits in total and I had no problem with them, out of 108,298, with these I won the €2,500 mentioned above.

I withdrew €1,000 with no problem, and the remaining €1,500 I ended up losing. That is why the next day I deposited €600 more and with them I got €13,000. I leave it fully clarified so that it does not slow down the process.

SUMMARY:

• 3 entries: 108, 298 and 600. All good without problems (I can prove it with a bank statement).
• 1 withdrawal: 1000. Approved (still pending receipt).

I keep 1500 balance and lose it. After the last deposit of 600, I get 13000.

They BLOCK the account and ask me for a selfie with ID and a sheet with the date and name of the casino. I do it and they approve it, but the account is STILL BLOCKED.

Thanks and sorry for the confusion.

Buenas tardes, gracias por responder.

Ha sido la primera vez que me registro en esta página web, la conocí por casualidad hace 3 días por internet y decidí probar. Mi primera retirada ha sido la comentada por 1000€ tras verificar todos mis datos (factura de luz, titularidad cuenta bancaria, Bizum como procedimiento de ingreso, DNI por delante y por detrás...) y de la cual estoy a la espera de recepción. No he canjeado ninguna oferta promocional.

EDIT: Quiero hacer una aclaración ya que he mezclado la info anterior. Hice 3 ingresos en total y no tuve problema con ellos, de 108, 298, con estos gané los 2500€ comentados anteriormente.

Saqué 1000€ sin problema, y los 1500€ restantes los acabé perdiendo. Es por ello que al día siguiente ingresé 600€ más y con ellos conseguí los 13000€. Lo dejo totalmente aclarado para que no ralentice el proceso.

RESUMEN:

• 3 ingresos: 108, 298 y 600. Todo bien sin problemas (puedo demostrarlo con extracto bancario).
• 1 retirada: 1000. Aprobada (pendiente de recibir aún).

Me quedo con 1500 de saldo y los pierdo. Tras el ingreso último de 600, consigo 13000.

BLOQUEAN la cuenta y me piden selfie con DNI y hoja con fecha y nombre de casino. La hago y la aprueban, pero la cuenta SIGUE BLOQUEADA.

Gracias y perdón por la confusión.

Today, Monday, June 26, I received the €1,000 that they did let me withdraw before blocking my account.

After another conversation today with customer service, all the same. Be patient and they will contact me by email... no estimated dates or reasons.

I'm still waiting.

Hoy lunes 26 de junio, he recibido los 1000€ que sí me dejaron retirar antes de bloquearme la cuenta.

Tras otra conversación hoy con el servicio de atención al cliente, todo igual. Que tenga paciencia y ya me contactarán por correo electrónico... ni fechas estimadas ni razones.

Sigo a la espera.

I'm happy, tintin191988, that you received your first disputed withdrawal. Could you please advise if your winnings were accumulated with or without an active bonus and which games you played? Thank you.

Hello Petronella,

The winnings rolled over with no bonus and I played GRAND CROUPIER ROULETTE from MGA GAMES.

I have all the customer service transcripts via chat, and every day they tell me a different excuse why Platincasino.es has not contacted me by email...

I hope they can help me as soon as possible to verify my account and withdraw my winnings of €13,000, I am very disappointed and sad with the treatment received by them.

I'm waiting, thank you.

Hola Petronela,

Las ganancias se acumularon sin bono y jugué a RULETA GRAND CROUPIER de MGA GAMES.

Tengo todas las transcripciones de atención al cliente por chat, y cada día me dicen una excusa distinta por la cual no me ha contactado Platincasino.es por email...

Espero que puedan ayudarme lo antes posible a verificar mi cuenta y retirar mis ganancias de 13000€, estoy muy decepcionado y triste con el trato recibido por ellos.

Quedo a la espera, gracias.

I fully understand your frustration, tintin191988. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thank you very much, I will wait until next Saturday to give you 7 more days of margin.

Thanks for your help!

Muchas gracias, esperaré hasta el próximo sábado para darles 7 días más de margen.

¡Gracias por tu ayuda!

Thank you for your understanding, tintin191988.

More than 12 days later, I still have no response from Platincasino.es and customer service keeps telling me the same thing, that they will contact me, but they NEVER DO. Nor do they respond to email questions at ayuda@platincasino.es

The customer service could be greatly improved... What a pity they are only efficient when you lose money.

Seeing that they do not act, how can we proceed? Thank you.

Más de 12 días después, sigo sin contestación por parte de Platincasino.es y en la atención al cliente me siguen diciendo lo mismo, que ya me contactarán, pero NUNCA LO HACEN. Ni responden a emails de preguntas en ayuda@platincasino.es

Bastante mejorable el servicio de atención al cliente... Qué pena que solo sean eficientes cuando pierdes dinero.

Viendo que no actúan, ¿cómo podemos proceder? Gracias.

Hello,

14 days... and silence for an answer.

I hope your help with the case, thank you.

Hola,

14 días... y el silencio por respuesta.

Espero vuestra ayuda con el caso, gracias.

Thank you very much, tintin191988, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you tintin191988 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Platincasino ES for their help in resolving this complaint. We would like to know why is this player's account still blocked and if we can do anything to help resolve this issue.

Thank you!

Hello!

I would like to comment that after speaking with Platincasino.es customer service again yesterday, they agreed to make me daily transfers of €1000 (it is their daily limit) up to €13000.

Yesterday I got the first one and today they have already approved the second transfer. Despite this, my user will continue to be blocked with no opportunity to play in the casino again, but at least, I can receive my winnings.

In Spanish they usually say "To César, what belongs to César", and on this occasion they have treated me well and have attended to my request. I hope to receive the entire €13,000 soon.

I will report here. Thank you so much.

¡Hola!

me gustaría comentar que tras hablar ayer con atención al cliente de Platincasino.es de nuevo, accedieron a hacerme transferencias diarias de 1000€ (es su límite diario) hasta llegar a 13000€.

Ayer obtuve la primera y hoy ya me han aprobado la segunda transferencia. A pesar de ello, mi usuario seguirá bloqueado sin oportunidad de volver a jugar en el casino, pero al menos, puedo recibir mis ganancias.

En español se suele decir "Al César, lo que es del César", y en esta ocasión me han tratado bien y han atendido mi petición. Espero recibir próximamente la totalidad de 13000€.

Iré informando por aquí. Muchas gracias.

Dear tintin191988, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Casino Guru,

This is to inform you that we have completed our review and the full payout has been initiated on 14th of July 2023.

Best Regards,

Platincasino team.

Hello,

confirm that the total of €13,000 has arrived from PLATINCASINO ES. Thank you so much.

Also thank Casino Guru for their invaluable help.

All the best.

Hola,

confirmar que me ha llegado el total de 13000€ por parte de PLATINCASINO ES. Muchas gracias.

También agradecer a Casino Gurú su ayuda inestimable.

Un saludo.

Dear tintin191988,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter