Platincasino ES - Retiro del jugador cancelado sin explicación.

Hello, I've been trying to make a withdrawal to my account for 5 days now. Initially, they asked me for more documentation, but now they're just canceling it without reason and they're not responding to my chat questions.

Hola, llevo 5 días intentando hacer reintegro a mi cuenta al principio me pedían más documentación,al ahora solo me las cancelan sin motivo y no responde a mis preguntas del chat.

Dear Yuman100,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received confirmation your account is fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Are any withdrawal requests currently pending in your casino account?
• Could you please share your communication of your attempts to resolve the issue with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello, I already have the account verified and previously I have already withdrawn something, on this occasion they asked me to verify another card with which I made the last deposit and they approved the documents, currently I have requested 16 withdrawals in the three verified withdrawal methods. Let's see if they keep canceling them. They have not answered the last questions I asked through the chat.

Hola, ya tengo la cuenta verificada y anteriormente ya hice algo retiró, en esta ocasión me pidieron verificar otra tarjeta con la que hice el último ingreso y me aprobaron los documentos, actualmente tengo solicitado 16 reintegros en los tres métodos de retiro verificado. Haber si me los siguen cancelando. No me han contestado a las últimas preguntas que hice por el chat.

Please let me know if part or all your withdrawals were successful,

In case there are any hurdles in processing the withdrawal, please forward your communication with the casino to my email at tomas@casino.guru

I'll await news from you.

Hello, in the end they contacted you and I was able to withdraw the money, thank you very much for your help.

Hola, al final si se pusieron en contacto contigo y pude retirar el dinero, muchas gracias por su ayuda.

Dear Yuman100,

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,

Tomas

Casino.Guru