Platincasino - La retirada del jugador se ha retrasado.

On September 29, I requested a €100 withdrawal from my paysafecard bank account. I'd like to point out that this has always worked before.

This time, too, the payment was approved after I applied, but the amount never reached me. Despite almost daily contact with the live chat, this problem remains unresolved, and I keep getting different answers. Sometimes they say the payment provider is to blame, sometimes they say they're waiting for a refund and will contact me (which I haven't seen a single time since then), and the money was finally supposed to arrive the day before yesterday, which never happened!

I was repeatedly asked to provide bank statements from the time I requested the withdrawal. I always complied with this request because I have nothing to hide...

Now I'm asking for good professional mediation so that I can get my amount of 100€.

Ich habe am 29.09 eine Auszahlung in Auftrag gegeben von 100€ über mein Bankkonto von paysafecard. Ich möchte dazu sagen das dies vorherige male immer geklappt hat.

Auch diesmal wurde nach Beantragung freigegeben aber der Betrag niemals bei mir eingegangen. Trotz fast täglichen Auseinandersetzung mit dem livechat ist dieses Problem nicht gelöst bzw werde ich immer wieder mit anderen Aussagen versetzt. Mal heist es der zahlungsanbieter ist schuld, bis hin zu man warte auf eine Rückerstattung umd man würde sich bei mir melden (was seitdem NICHT ein einziges Mal selbst gesehen ist) und das geld würde vorgestern endlich ankommen, was nicht geschehen ist!

Ich sollte zwischendurch immer wieder Kontoauszüge seitdem Beantragung der Auszahlung nachweisen. Dieser bitte bin ich immer nachgekommen da ich nix zu verschleiern habe...

Nun bitte ich um gute fachmännische Vermittlung damit ich mein Betrag von 100€ bekomme.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino DE.

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time you used this payment method for withdrawals?
• Could you please share a screenshot of your most recent successful and unsuccessful payout requests with the status visible?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I wrote an email

Ich habe eine Email geschrieben

This is what communication looks like

So sieht die Kommunikation aus

If I understand correctly, the payout should have been made on October 6th...there's nothing to show on my timeline...! I still haven't received any payment!

As for the message from Max, what he means by that, I have no idea...I'm definitely not paying there again! The last one was on October 1st and it was successful...I have the feeling the staff doesn't even know what's going on anymore...PLEASE HELP ME

Wenn ich das richtig verstehe, sollte am 6.10 die Auszahlung erfolgt sein...in meiner timeline ist nix zu sehen...! Weiterhin keine Zahlung erhalten!

Was die Nachricht von diesen max betrifft, was er damit meint , keine Ahnung...ich zahle sicher nicht mehr ein dort! Die letzte war am 01.10 und erfolgreich...Ich habe das Gefühl das Personal weiß selbst nicht mehr was da passiert...BITTE HELFT MIR

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan, who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tekkney90,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Platincasino DE to join this conversation and assist in addressing the complaint.

Dear Platincasino DE,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Nothing happens pointlessly anyway!

Sinnlos passiert eh nix!

Hello Tekkney90 and Stefan,

We have reviewed this case and would like to point out that this issue has already been resolved on another complaint platform. There, we provided evidence to the player that the amount of EUR 100 was already transferred to his bank account on September 30th.

This is also evident on his bank statement.

We contacted the player via email with this information on October 21st, after crediting him with an additional cash bonus of EUR 100.

Please let us know if you need any further evidence—we'll be happy to provide it. However, from our perspective, the matter is closed at this point.

Hallo Tekkney90 und Stefan,

Wir haben diesen Fall überprüft und möchten darauf hinweisen, dass dieses Anliegen bereits auf einer anderen Beschwerdeplattform gelöst wurde. Dort haben wir dem Spieler nachgewiesen, dass der Betrag von 100 EUR bereits am 30. September auf sein Bankkonto überwiesen wurde.

Dies ist auch auf seinem Kontoauszug ersichtlich.

Wir haben den Spieler am 21. Oktober per E-Mail mit diesen Informationen kontaktiert, nachdem wir ihm zusätzlich einen Bargeldbonus von 100 EUR gutgeschrieben hatten.

Bitte lassen Sie uns wissen, falls Sie weitere Nachweise benötigen – wir stellen diese gerne zur Verfügung. Aus unserer Sicht ist die Angelegenheit zum jetzigen Zeitpunkt jedoch abgeschlossen.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tekkney90,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan