Platincasino - El retiro del jugador se retrasa debido a problemas de KYC.

I have been playing at Platincasino for years, and in the past, I have also made withdrawals quite often.

But after a few years, I played again and won, and now they refuse to pay out the money. I have sent them the necessary data for KYC.

Either they do not process it at all, or they cancel it.

Ich spiele seit jahren auf Platincasino, früher habe ich da auch öffters ausgezahlt.

Aber nach jahren habe ich wieder gespielt und gewonnen und sie wollen das geld nicht auszahlen. Ich habe ihnen auch die erforderlichen daten für KYC geschickt.

Entweder bearbeiten sie es garnicht oder stornieren es.

Dear nignex,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed?
• Have you received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

I can't give you an exact date, but it was about 1-2 years ago.

No, I haven't received any confirmation, but I have sent the required documents and there is a check mark next to everything.

No, there was no bonus active

Einen genauen datum kann ich ihnen nicht geben aber es war ca. vor 1-2 jahren.

Nein ich habe keine bestätigung erhalten aber die erforderlichen dokumente, habe ich gesendet und überall ist ein haken daneben.

Nein es war kein Bonus aktiv

Thank you for your reply, nignex. Is your most recent withdrawal request still pending?

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The money was transferred to me

You can mark this case as solved

Das geld wurde mir überwiesen

Sie können diesen fall als gelöst markieren

Dear nignex,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru