Platincasino - La cuenta del jugador está cerrada sin respuesta.

Hello,

I deposited at Platincasino and had some luck while gambling. I ended up with a nice sum in my Platincasino account.

I paid myself around €800 twice, and the money arrived without any problems.

Suddenly I could no longer log into my account and I received an email saying that further documents were required.

I sent this directly, but since then I have had no response from Platincasino.

There is no response to emails or other attempts to contact us.

I'd like to know what the problem is and why I haven't been responded to. I'd also like my money back.

Request for help

VG

Hallo,

ich habe bei Platincasino einbezahlt und hatte etwas Glück gehabt beim zocken. So hatte ich eine schöne Summe auf mein Platincasino Konto.

2 mal hatte ich mir je um die 800€ ausbezahlt, das Geld kam auch ohne Probleme.

Auf einmal konnte ich mich jedoch nicht mehr einloggen in mein Account und ich erhielt eine Email das weitere Dokumente benötigt werden.

Diese habe ich direkt geschickt, seit dem jedoch keine Reaktion mehr von Platincasino.

Auf Emails oder sonstigen Kontaktversuche wird nicht reagiert.

Ich würde gerne wissen wo hier das Problem und warum man mir nicht antwortet. Auch würde ich gerne mein Geld wieder haben.

Bitte um Mit Hilfe

VG

Dear PlaYeR68,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from Platincasino.

To better understand your situation and assist you further, could you please provide us with some additional information? Here are some questions that may help clarify your issue:

• What specific documents were requested by Platincasino?
• Did you receive any acknowledgment or confirmation after you sent the required documents?
• How long has it been since you submitted the documents?
• When was the last time you communicated with the casino customer support?

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.

Hello Veronica,

My account had already been verified. My ID, proof of address, and selfie had already been uploaded.

They requested a new selfie with a note with the current date and the inscription Paltincasino, which I sent.

A bank statement was also requested, but since I never deposited with my bank account, I sent a screenshot of the wallet I used.

On March 27th I received a message that the above items had been requested.

I sent the documents on March 31st.

There was no reaction to this.

On 4.04 asked what the status is, no response

Asked again on April 7th, no response.

It was not possible to contact via chat as it is only possible when logged in.

Hallo Veronika,

mein Konto war vorher schon verifiziert gewesen. Meinen Personalausweis sowie Adressnachweiss und Selfie waren schon hochgeladen.

Nachgefordert wurde ein neues Selfie mit Zettel mit aktuellen Datum und der Aufschrift Paltincasino, dies habe ich geschickt.

Auch wurde ein Kontoauszug angefordert, da ich aber nie mit meinen Bankkonto einbezahlt habe, habe ich entsprechend ein Screenshot von meinen Wallet welches ich benutzt habe ein Screenshot geschickt.

Am 27.03 habe ich die Nachricht erhalten dass die oben genannten Sachen angefordert worden sind.

Geschickt habe ich die Unterlagen am 31.03.

Darauf ihn keine Reaktion.

Am 4.04 nachgefragt wie der Sachstand ist, keine Reaktion

Am 7.04 nochmal nachgefragt, keine Reaktion.

Per Chat war keine Kontakt Aufnahme möglich, da es nur im eingeloggten Zustand möglich ist.

Thank you for your response. Please forward me all the communication between you and the casino regarding the verification of your account that could be relevant to the investigation of your case at veronika.f@casino.guru. Kindly include the documents you sent to the casino for KYC as well. Thank you for your patience and cooperation.

Hello Veronika, I have forwarded the emails to you.

Best regards

Hallo Veronika, habe dir die Emails weitergeleitet.

Viele Grüße

Thank you for your emails. Have you sent a bank statement (PDF or photographed) with your name and IBAN for the last 3 months (December, January, February), showing all incoming and outgoing transactions as requested by the casino?

Hello Veronica,

I have never made any deposits or withdrawals from my bank account.

For this reason, of course, I was unable to provide any proof that it came from my account.

I have disclosed my cryptowallet, where all deposits and withdrawals to Platincasino are visible and verifiable.

Best regards

Hallo Veronika,

ich habe nie mit meinen Bankkonto Ein- oder Aus-bezahlt.

Aus diesem Grund habe ich natürlich kein Nachweis erbringen können das es von meinen Konto kommt.

Ich habe mein Cryptowallet offen gelegt, wo sämtliche Ein und Auszahlungen zu Platincasino sichtbar und Belegbar sind.

Viele Grüße

Thank you very much, PlaYeR68, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear PlaYeR68,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Platincasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Platincasino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Dear PlaYeR68,

Thank you for sharing your experience with us. Please be assured that we always strive to provide our players with a smooth and fair experience on our website.

After a thorough review of your case, we determined that your account was closed because not all requested documents were submitted. Specifically, the bank statement with transactions from the last three months was missing. You had already successfully submitted your Face ID document to us – thank you for that.

We greatly appreciate your openness and would like to resolve the matter with you.

Best regards

Your Platincasino team

Lieber PlaYeR68,

vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben. Bitte seien Sie versichert, dass wir stets bemüht sind, unseren Spielern ein reibungsloses und faires Erlebnis auf unserer Website zu bieten.

Nach eingehender Prüfung Ihres Falls konnten wir feststellen, dass Ihr Konto geschlossen wurde, da nicht alle angeforderten Dokumente eingereicht wurden. Konkret fehlte der Kontoauszug mit Transaktionen der letzten drei Monate. Ihr Face-ID-Dokument hatten Sie uns bereits erfolgreich übermittelt – vielen Dank dafür.

Wir schätzen Ihre Offenheit sehr und möchten die Angelegenheit gerne gemeinsam mit Ihnen klären.

Mit freundlichen Grüßen

Ihr Platincasino-Team

Hello Platincasino,

My account was fully verified. I even received confirmation of this via email!

Which is why I cannot understand your answer that documents are still missing.

Please tell me now which documents are still required for a payout.

Since I have never deposited or withdrawn money using my bank account, I obviously cannot provide any proof that the transactions were made from my account!!

I have already provided proof of my deposit and withdrawal transactions via crypto.

Best regards

Hallo Platincasino,

mein Konto war vollständig verifiziert gewesen. Dies ist mir sogar per E-Mail bestätigt worden!

Weshalb ich Ihre Antwort nicht nachvollziehen kann das noch Dokumente fehlen.

Sagen Sie mir jetzt bitte welche Dokumente für eine Auszahlung noch benötigt werden.

Da ich nie mit meinen Bankkonto Ein und Ausbezahlt habe, kann ich natürlich keinen Nachweis bringen das die Transaktionen von meinen Konto erfolgt sind!!

Einen Nachweis der Transkationen von meinen Ein und Auszahlung per Crypto habe ich ja schon bereitgestellt.

Viele Grüße

Dear Platincasino,

Could you please clarify the reason for requesting a bank statement from the player, given that the deposit was made via cryptocurrency and proof of that transaction has already been provided?

Is the bank statement intended to serve as proof of address, or is there another specific purpose?

Thank you in advance for your clarification.

Dear PlaYeR68,

Thank you for your message.

We understand that certain requests may raise questions. Please be assured that the statement request is part of our internal procedures and is based on our discretion. Such actions are governed by our policies and are applied on a case-by-case basis to ensure the integrity of our platform.

In this context, we would like to point out that we require the bank statement of the bank account ending with 5600.

Thank you for your understanding.

Best regards

Platincasino team

Lieber PlaYeR68,

vielen Dank für Ihre Nachricht.

Wir verstehen, dass bestimmte Anforderungen Fragen aufwerfen können. Bitte seien Sie versichert, dass die Anforderung des Kontoauszugs im Rahmen unserer internen Abläufe und auf Grundlage unternehmensseitigen Ermessens erfolgt ist. Solche Maßnahmen richten sich nach unseren Richtlinien und werden je nach Situation angewendet, um die Integrität unserer Plattform zu gewährleisten.

In diesem Zusammenhang möchten wir darauf hinweisen, dass wir den Kontoauszug des Bankkontos mit der Endziffer 5600 benötigen.

Vielen Dank für Ihr Verständnis.

Mit freundlichen Grüßen

Platincasino-Team

Dear Platincasino,

Thank you for your clarification. Please rest assured that we fully respect your right to request specific documents as part of your verification procedures.

Dear PlaYeR68,

I understand that this request may feel unreasonable at first. However, as the casino has explained, certain verification procedures must be followed to comply with their internal policies and regulatory obligations.

A bank statement is typically considered a standard document in such processes, and its purpose here is not solely to prove your deposits, but also to support your identity verification.

To avoid further delays, I recommend providing the requested bank statement as soon as possible so the verification process can move forward.

Thank you for your understanding and cooperation.

Good evening Platincasino and Kubo,

I understand that additional documents are required in addition to the verification.

Of course, I will submit a bank statement for the last 3 months.

@Platincasino where should I send this?

There is no response to my email, will it arrive?

However, this is no longer possible from my "old" Norisbank Koto because I canceled the account a long time ago.

VG

Guten Abend Platincasino und Kubo,

ich verstehe das zusätzlich zu der Überprüfung weitere Dokumente benötigt werden.

Selbstverständlich werde ich ein Kontoauszug der letzten 3 Monate nachreichen.

@Platincasino wohin soll ich diesen senden?

Es wird ja nicht auf meine Email reagiert, kommen diese an ?

Jedoch ist dies von meinen "alten " Norisbank Koto nicht mehr möglich da ich das Konto schon länger gekündigt habe.

VG

Dear PlaYeR68,

Thank you for your understanding and for providing the additional information.

Dear Platincasino,

Could you please comment on the player's latest post? Have you already received the email from the player and will the different bank statement than requested, be accepted without problems?

Dear PlaYeR68,

Our customer support team has sent you an email detailing the outstanding information still required.

Could you please provide a bank statement showing all transactions from the last three months?

Thank you for your cooperation.

Unfortunately, for whatever reason, my bank statement was not accepted.

The bank statement met Platincasino’s requirements.

What is the problem now?

@ Kubo I can gladly provide you with the bank statement so that you have all the facts.

VG

Leider ist mein Kontoauszug aus welchen Gründen auch immer nicht akzeptiert worden.

Der Kontoauszug hat die gestellten Anforderungen von Platincasino erfüllt.

Was ist nun schon wieder das Problem?

@ Kubo gerne kann ich den Kontoauszug auch dir bereitstellen damit dir auch alle Fakten vorliegen.

VG

Dear PlaYeR68,

Thank you for the update. Sure, I would appreciate it if you could forward the bank statement, along with your most recent correspondence with the casino, to my email address at jakub.m@casino.guru.

Dear Platincasino,

Could you please clarify the reasons for the rejection of the newly submitted bank statement?

Thank you.

Hello PlaYeR68 and Kubo

Unfortunately, the submitted bank documents do not meet the requirements. They are account closing confirmations without a transaction overview.

Please submit complete bank statements with all transactions from the last three months. You can obtain these via online banking or directly from your bank.

If you have any questions, we will be happy to help you.

Best regards

Hallo PlaYeR68 und Kubo

Die eingereichten Bankdokumente entsprechen leider nicht den Anforderungen. Es handelt sich um Kontoabschlussbestätigungen ohne Transaktionsübersicht.

Bitte sendet vollständige Kontoauszüge mit allen Buchungen der letzten 3 Monate ein. Diese bekommt ihr über das Online-Banking oder direkt bei eurer Bank.

Bei Fragen helfen wir euch gerne weiter.

Viele Grüße

Hello Platincasino and Kubo,

These are bank statements, but no transactions have taken place in the last few months!

Now on June 1st I will receive a new bank statement with transactions, which I will of course make available.

Hallo Platincasino und Kubo,

Das sind Kontoauszüge, in den letzten Monaten haben nur keine Transaktionen statt gefunden!

Jetzt am 1.06 bekomme ich einen neuen Kontoauszug mit Transaktionen den ich natürlich dann zur Verfügung stellen werde.

Hello PlaYeR68,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Platincasino and Kubo,

I have sent another bank statement.

Please withdraw to my cryptowallet.

Best regards

Hallo Platincasino und Kubo,

habe erneut einen Kontoauszug gesendet.

Bitte um Auszahlung auf mein Cryptowallet.

Viele Grüße

Dear PlaYeR68,

Thank you for the update.

Dear Platincasino,

Could you kindly confirm whether the most recent bank statement submitted by the player satisfies all the necessary requirements? Additionally, please advise if there are any outstanding documents or actions needed to proceed with the withdrawal of the player’s funds.

Thank you for your cooperation.

Hello Kubo & PlaYeR68,

Thank you very much for taking the time to address the complaint so far. Thank you also for the document you sent.

After further verification, we now need a statement from the crypto wallet you used to deposit with us from the beginning of this year until today. Please ensure that the deposits are clearly visible at Platin Casino, along with any other transactions during the specified period.

We also need proof that the wallet belongs to you.

As soon as we have all the documents complete and everything is OK, we will get back to you.

Hallo Kubo & PlaYeR68,

vielen Dank, dass ihr euch bisher die Zeit genommen habt, euch um die Beschwerde zu kümmern. Danke auch für das zugesendete Dokument.

Nach weiterer Prüfung brauchen wir jetzt einen Auszug der Krypto-Wallet, mit der ihr bei uns eingezahlt habt vom Anfang dieses Jahres bis heute. Bitte stellt sicher, dass die Einzahlungen bei Platin Casino gut sichtbar sind, zusammen mit den restlichen Transaktionen im genannten Zeitraum.

Außerdem benötigen wir einen Nachweis, dass die Wallet euch gehört.

Sobald wir alle Unterlagen vollständig haben und alles passt, melden wir uns wieder bei euch.

Good day everybody,

To be honest, it's starting to border on harassment for me.

I had already sent screenshots of my wallet to Platincasino.

However, these were rejected on the grounds that a bank statement was required!

My further question to Platincasino is how do I provide proof that the cryptowallet belongs to me?

Please give me step by step instructions on how to do this with the guarda wallet?

This is not possible at all!

Please support Kubo here, I have provided all the data requested!

Guten Tag zusammen,

ehrlich gesagt grenzt es für mich langsam an Schikane.

Screenshots von meinen Wallet hatte ich anfangs bereits an Platincasino geschickt.

Diese sind aber abgelehnt worden mit der Begründung dass ein Kontoauszug benötigt wird!

Weiterhin meine Frage an Platincasino wie der Nachweis aussehen soll das dass Cryptowallet mir gehört?

Bitte um eine Schritt für Schritt Anleitung wie das gehen soll beim guarda Wallet?!

Dies ist nämlich garnicht möglich!

Bitte hier von Kubo Unterstützung, habe sämtliche Daten die angefordert sind geliefert!

Dear Platincasino,

Could you kindly advise the player on how you would prefer to receive proof of ownership for a non-custodial wallet, such as Guarda?

As you may know, transactions are publicly verifiable on the blockchain. However, these wallets do not require user registration or store any personal data, which makes it impossible for a player to obtain a formal ownership document. Given this, requesting a type of proof that cannot be issued under such circumstances may not be entirely fair to the player.

In light of this, could you please clarify what alternative methods of verification you would accept in this case? For example, would a signed message, a small test transaction, or a wallet screenshot with visible balance and address be sufficient?

Thank you for your cooperation. We look forward to your guidance.

Hello PlaYeR68,

We are currently working on refunding your funds. Could you please confirm your crypto wallet address and currency?

Once we have confirmed this information from you, we will begin processing your payment.

Thank you!

Your Platin Casino Team

Hallo PlaYeR68,

wir arbeiten derzeit an der Rückerstattung Ihres Guthabens. Könnten Sie bitte die Adresse und Währung Ihrer Krypto Wallet bestätigen?

Sobald wir diese Informationen von Ihnen bestätigt haben, beginnen wir mit der Zahlungsabwicklung.

Vielen Dank!

Ihr Platin Casino Team

Dear PlaYeR68,

I’m reaching out this week following the confirmation of your wallet address to check if there have been any developments in your case. Have you received your refund, or at least any communication from the casino regarding the status of your refund?

Thank you in advance for the update.

Hello everyone,

I can confirm that I have received the money.

Thanks to Casinoguru and Kubo, and finally Platincasino.

Best regards

Hallo zusammen,

ich kann bestätigen das ich das Geld erhalten habe.

Danke an Casinoguru und Kubo, sowie letztendlich auch Platincasino.

Viele Grüße

Dear PlaYeR68,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system. Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here). An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo