Platincasino - Spilleren kæmper for at fuldføre KYC-verifikation.

Hi there,

I wanted to withdraw my winnings. First, my account had to be verified (deposits followed with Apple Pay). After I had submitted the required documents, an email came again saying "documents are still missing". After chatting with customer support, I re-submitted the required paperwork. Then another email came, documents were missing, I contacted the chat again, who then informed me that he had to have verified all deposits from 2021, so I sent bank statements from the months in which it is clear what I deposited, my name and address, etc .

Now I have seen in my account that the documents were rejected again and a short time later my account was blocked until 02/18/22.

Please help, because the support just can't help me anymore.

Hallo,

ich wollte mir mein Gewinn auszahlen lassen. Zunächst musste mein Konto verifiziert werden (Einzahlungen folgten mit Apple Pay). Nachdem ich die geforderten Unterlagen eingereicht hatte, kam wieder eine Mail „es fehlen noch Unterlagen". Nach dem Chat mit dem Kundensupport habe ich die benötigten Unterlagen wieder eingereicht. Dann kam wieder eine Mail es fehlen Unterlagen, wieder kontaktierte ich den Chat der mir dann mitteilte dass er alle Einzahlungen von 2021 verifiziert haben muss, also hab ich Kontoauszüge von den Monaten zugeschickt in denen klar hervorgeht was ich eingezahlt habe, mein Name und Anschrift etc.

Jetzt habe ich in meinem Konto gesehen, dass die Dokumente wieder abgelehnt wurden und zudem wurde kurze Zeit später mein Konto bis 18.02.22 gesperrt.

Bitte um Hilfe, da der Support mir einfach nicht mehr weiterhilft.

Dear André,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that this was your first attempt at withdrawal? Could you please post here a screenshot of that message informing you about rejected documents and blocked account?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

The problem is that I currently have no access to my account because it was deactivated by Platin Casino (for whatever reason) otherwise I would have gladly sent you a screenshot directly 🙁

Das Problem ist, das ich momentan keinen Zugriff auf mein Konto habe da es von Platin Casino deaktiviert wurde ( warum auch immer ) ansonsten hätte ich Ihnen gerne direkt einen Screenshot dazu geschickt 🙁

Thank you very much André for your reply, I understand. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.

Hello André,

I looked at your complaint and will do my best to help you. I would like to invite Platin Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hello,

have to clarify some details in this complaint.

Player had 700€ in Withdrawal and was asked for Verification that's correct.

However the player had used 16 different Apple Pay Accounts to deposit at Platin Casino.

We're obligated to verify each of those 16 Apple Pay Accounts. Player initially failed those Verifications, and while our Support was still trying to assist him with Verification, player lost his funds and closed his player account on January 19th.

So unfortunately there's nothing we can do here.

Why did I lose my credit? I've chatted with you several times. It was always said what was missing, I made my bank statements available to you, where you can see all deposits.

now i lost my balance and my account? Are you not serious? How can you be so bold? I have tried several times to contact you and clarify what exactly you need.

Wieso hab ich mein Guthaben verloren? Ich war mehrmals mit euch im Chat. Immer wurde gesagt was fehlt, ich hab euch meine Kontoauszüge zur Verfügung gestellt in der man alle Einzahlungen sehen kann.

jetzt hab ich mein Guthaben und mein Konto verloren? Das ist nicht euer Ernst? Wie kann man so dreist sein? Ich hab mehrmals versucht Kontakt aufzunehmen und mit euch zu klären was genau ihr benötigt.

I didn't close my account, I didn't bother, I did everything that was asked of me. You blocked my account. I got a message that my account is locked until February 18th. I can't do that myself. Cheeky to block my account and now to say I had lost my credit.

Ich hab weder mein Konto geschlossen, noch mich quer gestellt ich habe alles gemacht was verlangt wurde. Ihr habt mein Konto gesperrt. Es kam eine Meldung dass mein Konto bis zum 18.02 gesperrt ist. Das kann ich nicht selbst machen. Frechheit mein Konto zu sperren und jetzt zu sagen ich hätte mein Guthaben verloren.

Dear Casino,

thanks for the explanation. Please, send me evidence that the player failed verification. Also, evidence that he lost his funds and closed the account. My email: viliam.v@casino.guru

Dear André,

I've received evidence from the Casino. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.