Platincasino - El jugador aún no ha recibido las ganancias.

Hey, I’ve had this issue where each time I’ve tried to withdraw my winnings it’s getting repeatedly rejected.

i’ve been depositing without any problems around 20-25 eur each time.

as the documentation required are already verified, I’m a bit stressed about it keep getting rejected without stating the reason.

Dear agararovo,

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.

ps. It’s not just delayed, It’s being rejected, just to make it clear.

Dear agararovo,

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.

Hey Nick,

I hope you’re well, I am bit stressed about this situation as I’ve haven’t heard back from support. As my withdrawal has yet been paid out but repeatedly rejected. This has been going for more than 2 weeks now(as seen by the screenshots)

Dear Agararovo,

I'm sorry to hear that your withdrawal continues to be rejected. Have you contacted the casino about this issue? If so, could you please share their response?

In the meantime, if possible, kindly forward the communication between you and the casino to nikolas.b@casino.guru. If they haven’t responded, we will look into intervening on your behalf.

Best regards,

Nick

Hey, as stated in the last message, I have yet received anything back from support, as I’ve emailed them and sent them several messages through their "live support function"

Thank you agararovo for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you agararovo 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 for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hi,

On September 9 th we had requested creditcard , front and back and never received anything up till today.

Thanks,

Hey Platin,

I have not received anything from you guys sep 9th, but I’ve reuploaded my card front and back.

Hi,

Yes kindly also requets the pay out to the same method you used to deposit.

Thanks,

hank you very much for the update.

Dear agararovo, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

hey, my card has been verified, and I’ve requested payout same way as I deposited (via bank)

for some reason I’m still getting denied though, I keep trying.

Hi,

As already explained Payout needs to be executed to the method used to deposit and you request it over and over again to a different method and were informed via Email and even here.

Thanks for understanding!

Hey, I’ve deposited via bank card, and there’s no such withdrawal method as creditcard but closest are "via bank transfer" or "Instant bank"

and I’ve requested both methods before with no luck.

Can you kindly request it via credit card 0007 ?

The method should be available ! please emoty cash and cookies and try again and if it is not available, please send screenshot.

hey, I’ve cleared cookies and cache yet no results, I don’t see any method as by "credit card" as shown below on the screenshot. i’ve also tried on a different device 

Hi,

it seems that your bank rejected the payments ( Swedish Banks ) . Anyway do you have any kind of ewallett?

Hey, I do have paypal

Please note that you have received an Email from us. Please reply to the Email and we will do a manual transfer.

Thanks,

Hey Platin, hope you having a good day so far. i’ve just now replied to the email. Please let me know if there’s anything else you need

Thank you to the both parties for the update.

Dear agararovo, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Update: I’m still waiting for the manual transfer

Dear agararovo,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.