Platincasino - Se está retrasando el retiro del jugador.

"Platincasino is blocking my withdrawal (EUR 4,000) and demanding verification/confirmation of a card that no longer exists and, to my knowledge, has never been used. The casino is not providing any transaction evidence explaining why this card is relevant. I request that the withdrawal be released via an already verified payment method or that I provide verifiable documentation."

"Platincasino blockiert meine Auszahlung (4.000 EUR) und verlangt die Verifizierung/Kündigungsbestätigung einer Karte, die nicht mehr existiert und nach meiner Kenntnis nicht genutzt wurde. Das Casino liefert keinen Transaktionsnachweis, warum diese Karte relevant sein soll. Ich bitte um Freigabe über eine bereits verifizierte Zahlungsmethode oder um nachvollziehbare Belege."

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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.

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Dear Harbich,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying this payment method seems to be the only issue?
• Have you provided any other documents to verify your account and have they been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Dear Kristina,

Thank you very much for your message and for reviewing my case.

I will gladly answer your questions clearly and concisely:

1. Yes, that's correct – the payment method verification was the only outstanding issue. All other KYC verifications for my account (identity/personal data) have already been fully submitted and approved.

2. Yes, further documents for account verification were submitted and accepted. The deposit was made using a Revolut disposable card (virtual card, ending in * 6032) . As it is a virtual card, there is no physical front or back.

Therefore, I have submitted the highest possible and only official proof that Revolut can issue:

All of the aforementioned documents were uploaded multiple times.

Currently, the payout via the card acquirer is displayed with the status "pending" , which indicates that the process is already active.

I hope this summary helps to clarify things quickly. Of course, I am available for any further questions.

Thank you for your support.

Sincerely, Nico H***

Liebe Kristina,

vielen Dank für Ihre Nachricht und die Prüfung meines Falls.

Gerne beantworte ich Ihre Fragen klar und zusammenfassend:

1. Ja, korrekt – die Überprüfung der Zahlungsmethode war der einzige offene Punkt. Alle übrigen KYC-Verifizierungen meines Kontos (Identität / persönliche Daten) wurden bereits vollständig eingereicht und genehmigt.

2. Ja, weitere Dokumente zur Kontoverifizierung wurden eingereicht und akzeptiert. Die Einzahlung erfolgte über eine **Revolut-Einwegkarte (virtuelle Karte, Endung *6032). Da es sich um eine virtuelle Karte handelt, existiert keine physische Vorder- oder Rückseite.

Daher habe ich die höchstmöglichen und einzigen offiziellen Nachweise eingereicht, die Revolut ausstellen kann:

Alle genannten Unterlagen wurden mehrfach hochgeladen.

Aktuell wird die Auszahlung über den card-acquirer mit dem Status „ausstehend" angezeigt, was darauf hindeutet, dass der Prozess bereits aktiv ist.

Ich hoffe, diese Zusammenfassung hilft bei der schnellen Klärung. Für Rückfragen stehe ich selbstverständlich zur Verfügung.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen Nico H***

Thank you very much for your reply, Harbich. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Dear Harbich,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru