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

Good day, I won a nice sum at the casino and wanted to withdraw it.

So far, my withdrawal has not been processed, so I contacted customer service. They informed me that my payments are not verified. However, I have already verified my account with my ID, proof of address, and my bank account details. All good so far. I then asked what documents they required, which they told me. I provided proof for two of my card payments and for the third as well. Since it involves a wallet payment via credit card, I included my card details and a bank statement proving that the card is mine!

The cards still have not been verified, and I find it frustrating that one is not directly informed during verification that the documents need to be uploaded again.

I sent the proof again to support via email and attached them to the email.

Unfortunately, I did not inform myself beforehand and then sadly discovered that the casino has super poor reviews and withdrawals do not take place.

Now, I'm naturally afraid that my withdrawal won't go through and I won't get my money.

What can I do? Can anyone help me?

Guten Tag, ich habe im Casino eine schöne Summe gewonnen und wollte mir diese auch auszahlen lassen.

Bisher ist meine Auszahlung noch nicht bearbeitet worden daraufhin hab ich den Kundendienst kontaktiert und dieser teilte mir mit, dass meine Zahlungen nicht verifiziert werden. Ich habe mein Konto aber schon verifiziert mit meinem Personalausweis, Adressnachweis , so wie mein Bankkonto. Soweit so gut, daraufhin fragte ich welche Belege sie verlangen, dass wurde mir auch mitgeteilt. Ich habe von zwei meiner Kartenzahlungen die Nachweise nachgereicht und von der dritten auch, da es sich um eine Wallet Zahlung Via Kreditkarte handelt habe ich meine Kartendetails , so wie ein Kontoauszug beigelegt, der beweist, dass diese Karte auch mir gehört!

Die Karten sind noch immer nicht verifiziert worden, ich finde es ja auch ein Ding, dass man nicht direkt bei der Verifizierung darauf hingewiesen wird, dass man die Sachen auch noch mal hochladen muss.

Ich habe den Support auch nochmal per Mail die Nachweise geliefert und per Anhang zugeschickt.

ich hab mich leider im Vorfeld nicht informiert und dann leider Feststellen müssen, dass das Caino super schlechte Bewertungen hat und die Auszahlung auch nicht statt finden.

jetzt hab ich natürlich Angst, dass meine Auszahlung nicht klappt und ich mein Geld nicht bekomme.

was kann ich tun? Kann mir jemand helfen?

Dear Miezemauz,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

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.

I certainly understand that withdrawals sometimes take a few days longer, but I do understand that my account is not verified. I verified my account in October using a bank account, proof of address and my ID card. Then I could have been informed that payment cards were needed.

I have already sent 2 emails to support for clarification, but no response. I have also sent all my documents again directly by email, as well as uploaded the evidence in my customer account. Nothing has happened yet, my account is not yet verified in this regard.

Support is no longer available. I tried to contact them throughout the day but never received a response. Despite a stable connection, the chat was always closed and there was only a "rating" for the "conversation" that never took place...

I'm really disappointed 🙁 .....

I'll try again tomorrow to see if I can reach someone. I did everything as they wanted... I uploaded all the cards and so on... as well as the proof of payments via bank statement (account statement)

Das Auszahlungen mal einige Tage länger brauchen verstehe ich sicher, allerdings nicht das mein Konto nicht verifiziert ist. Ich habe mein Konto im Oktober verifiziert via Bankkonto, Adressnachweis so wie meinen Personalausweis. Dann hätte man mich ja auch informieren können, dass die Zahlungskarten gebraucht werden.

Ich habe bereits 2 E-Mails an den Support geschickt mit Klärung, aber keine Reaktion. Ich habe meine ganzen Dokumente auch nochmal direkt per Email geschickt, so wie die Nachweise in meinem Kundenkonto hochgeladen. Es hat sich noch nichts getan, mein Konto ist was das angeht noch nicht verifiziert.

Support erreicht man jetzt auch nicht mehr. Ich habe über den Tag versucht Kontakt aufzunehmen, aber nie eine Antwort erhalten. Trotz stabiler Verbindung ist der Chat immer geschlossen worden und es kam nur „Bewertung" für die „Konversation" die nicht statt fand…..

bin echt enttäuscht 🙁 …..

Ich werde es morgen noch einmal probieren ob ich da jemanden erreiche. Ich habe alles so gemacht wie sie es wollten… Ich habe alle Karten und co hochgeladen… genau so wie die Nachweise der Zahlungen per bankauszug (kontoauszug)

Thanks for your reply.

Has the casino replied to your requests for assistance yet?

Were your documents accepted?

• If the issue persists and you receive a reply from the casino please forward it to my email at tomas@casino.guru
• If the casino didn't respond, please forward the request you sent to them to my email instead.

Dear Miezemauz,

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.