Platincasino - Играчът вярва, че изтеглянето се бави.

Dear Casino Guru Team,

This is a repeat case. I am VIP player for several years at PlatinCasino.

Previous complaint: Filed on 02.10.2026 because my withdrawal was pending for days. It was only paid on 06.10.2026 after 7 days waiting and only after your intervention. I closed the previous complaint as resolved after I received the money. Thank you for your help last week.

New case - same problem again:

Account: [redacted]

Account status: VIP player for several years, fully verified, playing for years at PlatinCasino.

New withdrawal:

07.10.2026 at 15:19 - 600,35 EUR - Pay via Bank IBAN

Status: Ausstehend / Pending

Today 10.10.2026 at 19:15 = over 76 hours pending and still not processed.

Last week I had to wait one full week for my withdrawals. Now again over 76 hours for the new withdrawal from 07.10.2026 15:19.

Internal resolution attempts on 09.10.2026:

1. 18:32-18:53 Live-Chat on 09.10.2026 with agent Max. He admitted in writing: "We have technical problems with the website and game sessions, finance team could not process the payout, I cannot accelerate it, it will be prioritized" (see 3 chat screenshots from 18:36, 18:45, 18:53).

2. 19:40 Email to [email protected] and [email protected] with formal complaint about 600,35€ pending (see screenshot).

3. 19:42 Email bounced immediately: [email protected] - "mail.platincasino.com has rejected your message to the following addresses: [email protected] - The recipient's address was not found in the recipient's domain." The official complaints email address does not exist (see screenshot).

4. 19:49 Second email only to [email protected] - no answer until now (see screenshot).

5. Today 10.10.2026 at 19:15 checked again - status still "Ausstehend" / Pending. Despite promise "will be prioritized" nothing happened for over 76 hours (see screenshot from 19:08).

I am VIP player for years and last week I had to wait 7 days, now again over 76 hours for 600,35 EUR. The complaints email does not even exist.

Please escalate to finance department and help me again like last week.

Thank you very much,

[redacted]

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Dear Tanja10071987,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Jean,

Thank you for reviewing my complaint.

Due to the 5-file limit, I could only upload 5 screenshots initially. Here is further evidence from October 9, 2026:

1. 6:36 PM - Start of the live chat with Max

2. 7:40 PM - My first email to [email protected] and [email protected]

Hallo Jean,

danke dass du meine Beschwerde prüfst.

Wegen dem Limit von 5 Dateien konnte ich am Anfang nur 5 Screenshots hochladen. Hier sind weitere Beweise vom 09.10.2026:

1. 18:36 Uhr - Start vom Live-Chat mit Max

2. 19:40 Uhr - Meine erste E-Mail an [email protected] und [email protected]

Hello Jean,

Sorry, I wrote in German in my previous comment by mistake.

Thank you for checking my complaint.

Due to the 5 file limit I could only upload 5 screenshots at first. Here are further evidences from 09.10.2026:

- Live-chat with Max where he admitted technical problems and that the finance team could not process my withdrawal

- Email to [email protected] and [email protected]

- Bounce notification - complaints@ address does not exist

- Email to support - no answer until now

- Pending withdrawal today 10.10.2026 19:08 - over 76 hours pending for 600,35€ from 07.10.2026 15:19

I am VIP player for several years. Last week I had to wait 7 days for withdrawals (previous complaint 02.10.2026, paid only on 06.10.2026 after Guru intervention). Now same problem again.

Please help me again. Thank you very much!

Important: Here is my pending withdrawal today 10.10.2026 19:08 - still pending over 76 hours for 600,35€ from 07.10.2026

Thank you!

Update: 12.10.2026

My payout dated October 7, 2026, has been approved and has just been paid out. The matter can therefore be closed.

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

Dear Tanja10071987,

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,

Jean