Platincasino - La solicitud de retiro del jugador se retrasa repetidamente.

I am experiencing ongoing issues with withdrawals to my MiFinity ewallet IBAN, which are repeatedly being rejected.

According to the casino, my withdrawals are declined because I am allegedly trying to withdraw funds using a different payment method than the one used for deposits. I am told that withdrawals are only possible via the last used deposit method and that I should request the withdrawal via MiFinity.

However, MiFinity eWallet is no longer available as a selectable withdrawal option in my account. For this reason, I am using the IBAN of my MiFinity eWallet, which is a standard and accepted practice at many other online casinos. I also deposited using my MiFinity account, so I do not understand why a withdrawal to my MiFinity IBAN is being rejected.

Additionally, my account is fully verified.

I have uploaded screenshots and PDF documents from my MiFinity account multiple times directly in my casino account. These documents clearly show that the MiFinity IBAN belongs to me personally. Each time, these documents were rejected with the explanation that they are "not required", while at the same time my withdrawal continues to be declined due to the payment method.

Available withdrawal methods in my account:

Currently, I am only offered 3–4 different bank transfer options and cryptocurrency withdrawals. I have tried all available bank transfer options multiple times without success — each attempt was rejected. Cryptocurrency is not an option for me, as I do not use or wish to use crypto payments.

This means that, in practice, I currently have no usable withdrawal method available, despite being fully verified and having deposited via MiFinity.

Timeline:

Two days ago, live chat support told me the issue would be forwarded to the payments department.

The following day, another support agent informed me that the issue was already known and that the withdrawal would be processed.

Despite these assurances, my withdrawal was rejected again.

At the moment, I once again have a pending withdrawal request, and I keep receiving contradictory information from live chat while the actual payout is consistently declined.

The amount in question is €82. While this is not a large sum, I expect the same fair and transparent treatment regardless of the amount.

I am now submitting this complaint publicly because direct communication with the casino has not led to a solution.

What I am requesting:

A clear explanation of why withdrawals to a MiFinity eWallet IBAN are being rejected despite MiFinity being used for deposits

Clarification why ownership documents for my MiFinity IBAN are repeatedly rejected as "not needed"

Clarification why all available bank transfer methods are rejected

Either a successful payout of my €82 balance or a clearly defined withdrawal method that is actually available and functional

I am willing to cooperate fully and provide any additional information if needed, but I expect consistent communication and a proper resolution.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Has the casino specified whether MiFinity would be returned to your account as a withdrawal option anytime soon?
• Have you tried contacting the casino customer support via email and explaining your problem in as much detail as possible? If so, what were their suggestions? Would it be possible to approve a manual withdrawal for you?
• Which payment methods have you used for depositing into this casino so far?

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

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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

Dear Pneumatic,

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,

Veronika