Platincasino - Тегленето на играча се забавя поради искане за доказателство за плащане.

Hello, I deposited with a bonus. I won more than the maximum win for the bonus. I didn't know that, my mistake, no problem. I would like to withdraw the maximum win amount of $2,000, but the casino is asking me for proof of a Paysafecard payment, which according to the Paysafecard transaction log, didn't actually occur. What can I do now? Platincasino insists on this proof, but it doesn't exist.

Hallo, ich habe mit Bonus eingezahlt. Habe gewonnen, mehr als der max win beim Bonus war. Das wusste ich nicht, mein Fehler, kein Problem. Die max win Summe von 2k würde ich gerne auszahlen jedoch verlangt das casino von mir einen Nachweis von einer paysafecard Zahlung die laut Transaktionsprotokoll bei paysafecard so aber nicht stattgefunden hat. Was kann ich jetzt tun? Platincasino besteht auf diesen Nachweis, er existiert aber nicht.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Jones1992,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Platincasino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• What payment method have you used to deposit in this casino, please?
• Have you explained to the casino you did not use a Paysafecard for your transaction? What was their response?
• Have you passed the KYC verification, please?

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,

Katarina

Hello, thank you for the answer.

Which payment method did you use to deposit at this casino?

I've used several methods in the past. Most recently, deposits via Revolut and probably also Paysafecard. Both via code and via my account.

Did you explain to the casino that you did not use a Paysafecard for your transaction?

I explained to the casino that I could not find any transactions in my paysafe account on the requested date and asked if there was any other way to verify myself.

What was the answer?

The answer was again just instructions on how to get the nonexistent receipt. Here it is:

"Personal message from your customer service team:

To verify your player account for deposits and withdrawals, we require the following: Please upload a PaySafe deposit receipt as a PDF. To do so, go to "Transactions," select the date of your last deposit, and save the PDF transaction summary. Make sure your name, customer number, address, and deposit are visible. + Please upload a payment receipt for the payment method used. The document must clearly show the following: * Transaction reference * Amount * Full name of the account holder * Date and time 2025-07-10 17:34:09 50 EUR"

Have you passed the KYC verification?

I received the following email on December 19, 2024:

"Marco (PlatinCasino)

Dec 19, 2024, 9:32 PM CET

Hello J*****,

We have carefully reviewed your player account and documents and are pleased to inform you that everything is fully verified.

If you want to use a new payment method, please remember to verify it as well.

Thank you for your cooperation. We wish you continued enjoyment in our casino!

If you have any further questions, please feel free to contact us via chat or email.

Kind regards

PlatinCasino Support"

Hallo, vielen Dank für die Antwort.

Welche Zahlungsmethode haben Sie bitte für die Einzahlung in diesem Casino verwendet?

Ich habe in der Vergangenheit mehrere Methoden verwendet. Zuletzt Einzahlungen per revolut und sehr wahrscheinlich auch mal paysafecard. Sowohl per Code als auch über das Konto.

Haben Sie dem Casino erklärt, dass Sie für Ihre Transaktion keine Paysafecard verwendet haben?

Ich habe dem casino erklärt, dass ich zu dem geforderten Datum keine Transaktion in meinem paysafe Konto finden kann und ob es eine Möglichkeit gibt mich anders zu verifizieren.

Wie lautete die Antwort?

Die Antwort war wieder nur die Anleitung wie ich zu dem Beleg, der nicht existiert, kommen kann. Hier im Wortlaut:

"Persönliche Nachricht von Deinem Kundenservice-Team: 

Um dein Spielerkonto für Ein- und Auszahlungen zu verifizieren, benötigen wir Folgendes: Lade bitte einen PaySafe-Einzahlungsbeleg als PDF hoch. Gehe dazu auf „Transaktionen", wähle das Datum deiner letzten Einzahlung und speichere die PDF-Transaktionsübersicht. Achte darauf, dass dein Name, deine Kundennummer, Adresse und die Einzahlung sichtbar sind. + Bitte lade einen Zahlungsnachweis der verwendeten Zahlungsmethode hoch. Das Dokument muss Folgendes klar zeigen: * Transaktionsreferenz * Betrag * Vollständiger Name des Kontoinhabers * Datum und Uhrzeit 2025-07-10 17:34:09 50 EUR"

Haben Sie die KYC-Verifizierung bestanden?

Folgende Email erhielt ich am 19.12.2024:

"Marco (PlatinCasino) 

19. Dez. 2024, 21:32 MEZ 

Hallo J*****,

wir haben dein Spielerkonto und deine Dokumente sorgfältig geprüft und freuen uns, dir mitzuteilen, dass alles vollständig verifiziert ist.

Solltest du eine neue Zahlungsmethode verwenden wollen, denke bitte daran, auch diese zu verifizieren.

Danke für deine Mitarbeit. Wir wünschen dir weiterhin jede Menge Spaß in unserem Casino!

Falls du noch Fragen hast, kannst du dich gerne jederzeit über den Chat oder per E-Mail bei uns melden.

Herzliche Grüße

PlatinCasino Support"

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

Dear Jones1992,

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,

Katarina