Platincasino - El retiro del jugador se ha retrasado.

My multiple deposits were processed extremely quickly without any verification, of course. Then, after my first somewhat substantial win (around €2500), I decided to withdraw. That's when the trouble began. I completed the verification with my passport, the bank statement from my last deposit into the casino, my payslip, and a bill from a provider. Now they've already rejected my withdrawal six times because they want proof (bank statement) for each individual deposit (even though I've already sent 9 bank statements with multiple deposits…). In my opinion, this is completely nonsensical because I have already verified myself with all the other documents. I don't know if I need a letter from the President of America to finally get my winnings... I just find it ridiculous and a complete scam that you can't access your winnings despite being verified.

Mehrere Einzahlungen gingen natürlich extreme schnell und ohne verifizierung etc. druch. Dann nach dem ersten halbwegs großen Win (ca. 2500 €) wollte ich mal auszahlen. Dann ging das Theater los. Verifizierung habe ich mit Reisepass, Kontoauszug der letzten Einzahlung in das Casino, Gehaltzettel + Rechnung eines Anbieters gemacht. Jetzt haben sie mir die Auszahlung schon 6 mal abgelehnt, weil sie von jeder einzelnen Einzahlung einen Nachweis (Kontoauszug) haben möchten (Habe ja erst 9 Kontoauszüge mit mehreren Einzahlungen zugesendet....). Meiner Meinung nach komplett Sinnfrei, da ich mich ja bereits mit allen anderen Sachen verifiziert habe. Ich weiß nicht ob ich noch ein Schreiben vom Präsidenten aus Amerika brauche um endlich an meinen Gewinn zu kommen... Finde es einfach nur noch lächerlich und komplett abzocke, dass man trotz der Verifizierung nicht an seinen Gewinn ran kommt..

Dear Backer, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify how many payment methods you used to deposit money into this casino?

Have you provided bank statements for each of your deposits to the casino? Please note that the casino is eligible to request proof of payment for each of your deposits.

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, 

Veronika

Dear Backer,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.