Platincasino - El jugador tiene problemas para completar la verificación de la cuenta.

I won at Platincasino a few days ago (€2000) and then wanted to be verified, I submitted all the relevant documents but so far they are all still in the status: Pending. I heard from support that I should be patient, everything is fine until this morning when I received an email from Platincasino saying I should verify myself within n/a, otherwise my account will be blocked after this time.

Everything runs under my data accounts etc. I won and played as usual and wanted to pay out but they probably want to refuse me this. How should I proceed?

ps no bonuses only real money

Habe vor paar Tagen bei Platincasinogewonnen(2000€) habe danach mich verifizieren lassen wollen,habe alle förderlichen Dokumente eingereicht doch bis jetzt stehen alle noch im Status: Ausstehend. Vom Support habe ich gehört das ich mich gedulden soll alles gut bis heute morgens wo ich eine email von Platincasino erhalten habe in der steht ich solle mich verifizieren innerhalb n/a sonst wird nach der Zeit mein konto gesperrt.

Alles läuft unter meinen Daten Konten etc. hab ganz normal eingezahlt gezockt gewonnen und wollte auszahlen aber dies wollen die mir vermutlicher Weise verweigern. Wie soll ich vorgehen?

ps kein Boni nur echtgeld

Dear bobicschwarz1,

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.

Could you please advise which documents you have already provided and when exactly? Have you submitted them as soon as possible and in the correct format?

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,

Kristina

Dear bobicschwarz1,

We are extending the timer by 7 days. Please, be aware that in case you fail to comment on your complaint in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.