Platincasino - La solicitud de retiro del jugador está retrasada.

Dear Casinoguru team, I have problems with Platincasino. I have deposited money in this casino several times and also made a withdrawal once.

On December 30th, 2024 I received an email from Platincasino, if you deposit €30 with the bonus code "BOOK200" I will get 200 free spins on the game Book of the Fallen. I did not activate the bonus and quickly won €800 with the €30 and clicked on withdrawal.

After 48 hours, Platincasino canceled my withdrawal and requested "Please upload a current bank statement with your full name and account number (IBAN and Swift code). It is important that the bank logo or bank name is visible. Please upload the document in PDF format or as a screenshot. All four corners must be visible.***7343".

I also uploaded this to my profile.

I keep writing to the chat, but I'm ignored. I don't get a response to my emails either.

Can you help me with this problem?

Thank you

Sincerely, Boris H*****

Sehr geehrtes Team Casinoguru, ich habe Probleme mit dem Platincasino. Ich habe des öfteren in diesem Casino eingezahlt, und auch einmal ausgezahlt.

Am 30.12.2024 bekam ich vom Platincasino eine E-Mail, zahlen sie 30€ ein mit dem Bonuscode "BOOK200" bekomme ich noch 200 Freispiele im Spiel Book of the Fallen. Ich habe den Bonus nicht aktiviert, und mit den 30€ schnell 800€ gewonnen, und auf Auszahlung geklickt.

Nach 48 Stunden hat das Platincasino meine Auszahlung storniert, und fordert "Lade bitte einen aktuellen Kontoauszug mit deinem vollständigen Namen und deiner Kontonummer (IBAN und Swift-Code) hoch. Wichtig ist, dass das Banklogo bzw. der Bankname sichtbar ist.Bitte lade das Dokument im PDF-Format oder als Screenshot hoch. Alle vier Ecken müssen sichtbar sein.***7343". 

Auch das habe ich in meinem Profil hochgeladen. 

Ich schreibe dauernd den Chat an, aber ich werde ignoriert. Auch auf E-Mails erhalte ich keine Antwort.

Können Sie mir mit diesem Problem helfen? 

Vielen Dank 

Mit freundlichen Grüßen Boris H***** 

Hello Ferdo68,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Platincasino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Dear Casinoguru team, on the day I submitted the complaint, Platincasino paid out an hour later. I wanted to tell you about it, but I couldn't find anything I could write to you about. I hereby withdraw the complaint.

Thank you.

Best regards

Boris

Sehr geehrtes Team Casinoguru, an dem Tag wo ich die Beschwerde eingereicht habe, hat Platincasino eine Stunde später ausgezahlt. Ich wollte es euch schon mitteilen , hab aber nichts gefunden wo ich euch anschreiben konnte. Hiermit ziehe ich die Beschwerde zurück.

Vielen Dank.

Mit freundlichen Grüßen

Boris

Dear Ferdo68, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru