Platincasino - El retiro del jugador se retrasa.

Hello. On October 8, 2024, I won 1100 Euros and requested a withdrawal.

The money was withheld from my account and they asked for a transaction receipt. I did not receive this from Platincasino, and the money was returned to Platincasino. It has not arrived to this day. I sent them bank statements as proof, but it seems these were ignored, and they claim they have sent it to me??

Guten Tag. Habe am 08.10.2024 einen Gewinn von 1100 Euro erzielt und auszahlen lassen.

das Geld wurde von meinem Konto einbehalten und wollten einen Transaktionsbeleg haben. Diesen habe ich von Platincasino nicht bekommen und das Geld wurde an platincasino zurückgeschickt. Bis heute ist es nicht angekommen. Kontoauszüge habe ich als Beweise denen geschickt aber das wurde irgendwie nicht wahrgenommen und begründen es wir haben es ihnen geschickt ??

Dear yanggawd,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you made any successful withdrawals from this casino before?

Have you contacted your bank to inquire about the status of your withdrawal?

Have you requested the casino to send you a confirmation that the withdrawal was sent to your account?

When was the last time you communicated with the casino regarding the lost payment?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, I have already had successful payouts with the provider.

I contacted my bank and they don't have the money. See the bank statement and the transfer back with the purpose of payment.

The casino doesn't want to send me a confirmation, but an employee once replied that there is no such thing 😂

My bank wanted a transaction receipt. See attachment. The money is still not in my account.

Ja ich hatte bereit erfolgreiche Auszahlungen bei dem Anbieter.

Ich habe meine Bank kontaktiert. Und die haben das Geld nicht. Siehe Kontoauszug. Und Rücküberweisung mit Verwendungszweck.

eine Bestätigung will mir das Casino nicht schicken eine Mitarbeiterin antwortete mir mal drauf sowas gibt’s nicht 😂

meine Bank wollte legendlich einen Transaktionsbeleg haben. Siehe Anhang das Geld ist bis heute nicht bei mir auf dem Konto.

Thank you very much, yanggawd, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you

Vielen Dank

Dear yanggawd, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Platincasino representative to join this conversation. 

Dear Platincasino, could you please provide more information about this case? 

Looking forward to your reply.

Hi Team,

We have forwarded this case, however yes wee did receive a receipt and did sent it to player on 24.10.2024.

Money was sent to Solaris Bank and the screenshots attached seem to be from a different Bank right ?

Attached the receipt again, removed the sensitive parts.

Thanks,

Dear yanggawd, 

thanks for the update.

Dear Platincasino, 

is it possible you mistakenly sent the funds to the wrong bank account?

Hi Team,

That was no manual refund , but iban which was entered by the player.

There is a receipt of payment and as far as we understood , money could not be booked because it is on a name of someone else.

Can the player please verify that this bank account ending with 78 is really on his name ?

Thanks,

Hi Everyone,

The money was already sent so it is not with us anymore.

Kindly give me another 2 days to see what we can do.

Thanks

When did you send the money recently? There is nothing there yet.

Wann habt ihr das Geld geschickt jetzt vor kurzem ? Bis jetzt ist nichts da.

Hi,

As we have already sent the proof, the funds were sent to Solaris Bank.

This is what we had commnuicated already 2 weeks ago. Your know as per all pay outs you had , we never had issues with pay outs.

We were informed by payment provider to inform you to kindly get back to your bank Iban ending 878 as they did not credit the money due to internal policies from the bank.

Thanks,

You sent me the money on 10/9/24 according to your transaction receipt.

My bank wanted a transaction receipt. I never received it from customer support. If I had received the receipt, the bank would have released the money into my account.

So my bank sent the money back to you. On October 18, 2024, see transaction receipt from my bank above.

Then you received bank statements from me and you can see that the money is not in my account. So how can you claim that you no longer have anything????

I don't understand. I'm asking for a solution, it's about 1100 euros.

see picture you always get empty promises that the money is on the way. 14.11.24 🤣

Ihr habt mir das Geld am 9.10.24 geschickt laut eurem Transaktionsbeleg.

meine Bank wollte einen Transaktionsbeleg haben. den habe ich vom Kundensupport nie erhalten. Hätte ich den Beleg erhalten würde die Bank das Geld freigeben auf mein Konto.

meine Bank hat also euch das Geld wieder zurück geschickt. Am 18.10.24 siehe oben Transaktionsbeleg von meiner Bank.

dann habt ihr von mir noch Kontoauszüge erhalten da sieht ihr das Geld ist nicht drauf auf meinem Konto. Also wie könnt ihr behaupten das euch nichts mehr vorliegt ????

verstehe ich nicht. Ich bitte um eine Lösung es geht hier um 1100 Euro.

siehe Bild man bekommt dann immer leere Versprechungen das ,dass Geld auf dem Weg sei. 14.11.24 🤣

Dear yanggawd, 

thanks for your messages.

Would you be willing to send me a statement from the Solaris Bank, please? Dated from the October 8th, until present day. My email is katarina.d@casino.guru.

With pleasure, as soon as I get the email from my bank I will send it to you as soon as possible. Thank you

Sehr gerne , sobald ich die email von meiner Bank bekommen habe werde ich es dir so schnell wie möglich schicken. Danke

Dear yanggawd,

have you sent the requested documents, please?

No, I wait for the monthly statement and then I will send you the statements for my card from October to January. They should be there tomorrow or the day after.

Nein ich warte auf die Monats Abrechnung und dann schicke ich ihnen von Oktober bis Januar die Abrechnungen meiner Karte sollte morgen oder übermorgen da sein.

Dear yanggawd,

thank you for the update. Kindly notify me once the documents have been dispatched.

already done. Sent this morning

schon erledigt. Heute früh versendet

Dear Platincasino, 

could you please confirm whether the funds were returned to you on October 18th?

Dear yanggawd,

thanks for your email.

Allow me to ask few clarifying questions:

Do you have a bank account in Solaris bank, please?

Did you enter your bank details manually when you requested a withdrawal, or did you just used the saved information stored in you player's account?

No, I don't have an account with Solaris Bank.

the saved account details. My account is verified at platincasino

Nein ich habe kein Konto bei der Solaris Bank.

die gespeicherten Kontodaten. Mein Konto ist bei platincasino verifiziert

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Team,

Although we have already sent the money, we have restored the balance as a gesture of goodwill.

The funds have been rebooked to the player’s account.

Thanks and best Regards,

Thank you very much, I have requested a payout to my verified account. As soon as the money is credited to my account I will get back to you. Then the case will be closed for me, thank you.

Super vielen Dank , ich habe die Auszahlung auf mein verifiziertes Konto beantragt. Sobald das Geld auf meinem Konto gutgeschrieben ist werde ich mich wieder melden. Dann ist der Fall für mich geschlossen danke.

Dear Platincasino, 

thank you for the update and for this nice gesture.

Dear yanggawd,

please keep us updated about any new development.

Was paid out 👍🏽 Thank you to everyone involved.

Wurde ausgezahlt 👍🏽 Dankeschön an alle Beteiligten.

Dear yanggawd,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru