Platincasino - El retiro del jugador se retrasa debido a un requisito de tarjeta obsoleto.

Hello, I'm supposed to upload an outdated credit card so I can get the money paid out, but it no longer exists. I made the last deposits with my other credit card, which was also verified. However, I'm supposed to upload the other one, which I no longer have and can't access anymore. The card has nothing to do with the deposit that generated the winnings. Please help me.

Hallo, ich soll eine veraltete Kreditkarte hochladen, damit ich das Geld ausgezahlt bekomme, die gibt es aber nicht mehr und ich habe die letzten Einzahlungen auch mit meiner anderen Kreditkarte gemacht, die auch verifiziert wurde, trotzdem soll ich noch die andere hochladen, die ich aber nicht mehr habe und an nichts mehr ran komme, aber die Karte hat mit der Einzahlung wo der Gewinn entstande nichts zu tun. Ich bitte um Hilfe

Dear flayflo998,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please note that the casino is required to verify all payment methods ever used on the account—this includes cards that are no longer active. These checks are part of standard Know Your Customer (KYC) procedures and help ensure the safety and legality of financial transactions.

If you no longer have access to the physical card, I recommend contacting your bank and requesting a bank statement or other official document that:

• Shows your full name
• Confirms the ownership of the card (e.g., includes the last four digits of the card number)
• Displays the bank’s logo or official details

Such a document is typically enough to verify that the card belonged to you, even if it’s no longer valid.

Could you please specify if all your other identity documents have been successfully verified by the casino?

When exactly did the card expire?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

The credit card was from Paysafe, the account has been deleted, and support says there's nothing they can do. I think this is fraud, since the card has nothing to do with the deposit I used to win the money. There must be some way; I've never had this happen in a casino before.

Die Kreditkarte war von paysafe, das konto ist gelöscht, der Support sagt er kann nichts machen, ich finde das ist Betrug, da die Karte nichts mit der Einzahlung zutun hat, mit der ich den Betrag gewonnen habe. Irgendeine Möglichkeit muss es doch geben, ich hatte sowas in noch keinem Casino

All other data and the new card I used to deposit when I won are verified

Alle anderen Daten und die neue Karte womit ich eingezahlt habe, als ich gewonnen habe, sind verifiziert

Have you tried contacting Paysafe and requesting a confirmation that you used to have an account with them in the past? Please note that if you are unable to verify all the payment methods you ever used for depositing and/or withdrawing money, the casino will not be able to pay you out.

Yes, I did, but they just told me that the account was deleted. I didn't get anything else, and I don't know where else I need to report it. I've never had this happen to me at a casino before. I understand it with the current deposit that you won with, but the credit card has nothing to do with the winnings. So do I have to forgo the winnings? Or what other options are there? I think it's an absolute disgrace of Platincasino, as I've been a Gold customer for a long time and was a Platinum customer for a while, to just brush me off like that.

Ja habe ich, aber die sagen mir nur dass, das Konto gelöscht wurde. Mehr habe ich nicht bekommen, weis auch nicht wo ich mich da noch melden muss, ich hatte das auch noch nie bei einem Casino, ich verstehe es bei der aktuellen Einzahlung, mit der man gewonnen hat, aber die Kreditkarte hat halt nichts mit dem Gewinn zu tun. Also muss ich auf den Gewinn verzichten? Oder was gibt es noch für Möglichkeiten, ich finde das eine absolute Frechheit von Platincasino, da ich auch schon seit langer Zeit Gold Kunde bin und teilweise Platinkunde war, mich so einfach abzufertigen.

Unfortunately, the verification of all previously used payment methods is a standard security requirement. Even if a card is no longer active and was not used for the winning deposit, the casino still needs to ensure that every payment method ever used on the account was indeed yours. These procedures are in place to protect both players and the casino from fraudulent activity and are part of industry-standard anti-money laundering and Know Your Customer rules.

Without sufficient proof that the payment method belonged to you, the casino will not be able to proceed with the payout. We understand this is not the outcome you were hoping for, but please be assured that these rules apply to all players equally and are not intended to disregard your loyalty or personal circumstances.

If you receive any further documentation from Paysafe or find an alternative way to confirm your ownership of the old card, please let us know—we will gladly review any new information.

Hello, I actually contacted someone at Paysafe and found out that I made the deposit using my girlfriend's Paysafe account, so it's not my expired card at all. Now the question is, can I upload a power of attorney where my girlfriend gives me access to her Paysafe account? I thought it didn't matter with Paysafe because of the name. I hadn't considered that she was also depositing with a credit card, so to speak. I read about the problem in another forum that dealt with the same situation. It worked with a power of attorney. The question is where I should upload the power of attorney and what everything needs to be included, a copy of my ID, etc. Thank you very much for your effort.

Hallo, ich habe tatsächlich jemand bei Paysafe erreicht und festgestellt, das ich die Einzahlung über das Paysafe konto von meiner Freundin gemacht habe, also das ist garnicht meine Abgelaufene Karte. Jetzt ist die Frage, kann man eine Vollmacht hochladen, wo meine Freundin mir den Zugriff zu ihrem Paysafe konto erlaubt, weil ich dachte bei Paysafe ist es egal wegen Name, hatte nicht dran gedacht, das sie das ja auch sozusagen mit Kreditkarte einzahlt. Habe das Problem in einem anderen Forum gelesen, wo es um die gleiche Situation ging, da hat es geklappt mit einer Vollmacht, die Frage ist, wo ich die Vollmacht hochladen soll und was alles dabeistehen muss, Ausweiskopie etc. Vielen Dank für die Mühe schon mal.

I have checked the Terms and Conditions, and this is what I found:

11.DEPOSITING

Contact our support team at support@platincasino.com to inquire about the payment methods which are most favorable for your country of residence. Using third party payments is prohibited. You must make deposits only from a bank account, bank cards, e-wallets or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company is not responsible for the lost funds deposited from third party accounts. Please note that the minimal amount of deposit is 20€ or an equivalent. The maximum amount of deposit depends on the payment method you decide to use and will appear when choosing the payment method.

Furthermore, please check our Fair Gambling Codex for Players:

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card, or this possibility is communicated beforehand. Technically, it is very difficult to check who the owner of the payment method is at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use the allowed payment methods.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Dear flayflo998,

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.