Platincasino - El jugador está luchando para completar la verificación de la cuenta.

I had already submitted documents and was verified. After I now played and won for once, they want more documents. I have sent in and have not heard a sound in 72 hours. Is that normal?

Jag hade redan skickat in dokument och var verifierad. Efter att jag nu spelade och vann för en gångs skull så vill de ha fler dokument. Jag har skickat in och har inte hört ett ljud på 72 timmar. Är det normalt?

Dear Kim,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise if you have received any successful payments from this casino in the past?

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

Best regards,

Petronela

Hello again! Yes, I've been paid by them before. This was maybe 8-9 months ago. Paused the account after I got paid because I needed a break.

Then made deposits of 400 € and won 1000. It is now these that I try to withdraw. Have sent in the documents it wants after I requested withdrawal but now the account is frozen and I wonder what happens 😰

Hej igen! Ja jag har fått utbetalt ifrån dem tidigare. Detta var för kanske 8-9 månader sedan. Pausade kontot efter jag fått betalt för jag behövde en paus.

Gjorde sedan insättningar om 400 € och vann 1000. Det är nu dessa som jag försöker ta ut. Har skickat in de dokument som det vill ha efter att jag begärt uttag men nu är kontot fryst och jag undrar vad som händer 😰

Thank you very much, Kim, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kim!

I will try to help you with your issue from now on. I would like to invite Platin Casino's representatives into this discussion to explain us the situation.

Hi, that sounds great. Thanks!

Hej det låter jätte bra. Tack!

Hi,

after looking into this case we'd like to clarify some details here.

The Player's account was verified in 2020. In November we asked for EDD Documents (Enhanced Due Diligence) in order to proof the legality of the deposited funds. That's a standard procedure which we're required to do following the Anti-Money Laundering Regulations in Malta.

Instead of sending the required Documents, the Player temporarily closed his player account (Self-Block).

He came back this month and after first active day our system dedected the open EDD Status. So his account got frozen automatically.

He has sent the requested Documents and we've now finished EDD verification. Account is back open and outstanding payment has been done already. So all good from our side.

Please close the Complaint as solved.

Thank you so much Platinum casino😊

Tack så mycket Platin casino😊

Hello Kim!

Thanks to the response from Platin Casino's representatives we have now an information that your withdrawal should be already on the way.

Please, let us know when you'll receive your payment. Looking forward for your answer.

The money is in the account and the case is closed and resolved 😃

Pengarna är på kontot och ärendet är avslutat och löst 😃

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.