Platincasino - El jugador aún no ha recibido las ganancias.

I've been playing at PlatinCasino for years and have never had any problems with withdrawals before. This time, however, the casino has been refusing to pay out my balance for days.

I have submitted all the required documents multiple times: bank statements, screenshots from my player account, and an explanation of the deposit time. However, the time claimed by the casino is incorrect. My bank statement and player account clearly show that my deposit was made later. Despite this, the casino continues to reject my withdrawal request.

My money keeps being returned to my player account. Furthermore, my usual withdrawal method has suddenly been removed. I can now only select cryptocurrencies, even though I've never deposited or played with cryptocurrencies.

I'm not getting clear answers in the live chat, and I'm only receiving automated standard replies via email. I keep getting the runaround, and nothing happens.

I am requesting support because I feel I am being treated unfairly and the casino is refusing to make the payout, even though all the documents are complete and correct.

Ich spiele seit Jahren bei PlatinCasino und hatte bisher nie Probleme mit Auszahlungen. Dieses Mal verweigert mir das Casino jedoch seit Tagen die Auszahlung meines Guthabens.

Ich habe alle geforderten Unterlagen mehrfach eingereicht: Kontoauszüge, Screenshots aus meinem Spielerkonto sowie eine Erklärung zur Uhrzeit der Einzahlung. Die vom Casino behauptete Zeit stimmt aber nicht. Auf meinem Kontoauszug und im Spielerkonto ist klar zu sehen, dass meine Einzahlung später erfolgt ist. Trotzdem lehnt das Casino meine Auszahlung ständig ab.

Mein Geld wird immer wieder auf das Spielerkonto zurückgebucht. Außerdem wurde meine übliche Auszahlungsmethode plötzlich entfernt. Ich kann jetzt nur noch Kryptowährungen auswählen, obwohl ich nie mit Kryptowährungen eingezahlt oder gespielt habe.

Im Live-Chat bekomme ich keine klaren Antworten und per E-Mail nur automatische Standardtexte. Ich werde immer wieder hingehalten und es passiert nichts.

Ich bitte um Unterstützung, da ich mich unfair behandelt fühle und das Casino sich weigert, die Auszahlung vorzunehmen, obwohl alle Unterlagen vollständig und korrekt sind.

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Dear SimonepF,

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

Dear SimonepF,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SimonepF,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila