Platincasino - Тегленето на играча се забавя поради отхвърляне на документа.

I uploaded all the documents Platin casino requested but they wouldn't process my withdrawal. I uploaded a proof of address which corresponds all their requirements. It's a picture of a paper bank document within the last 3 months with date my address and name. I went to a bank branch and fetched it from there. It even has a stamp with the date!! They still rejected it and couldn't explain why it wasn't accepted. "Just because" was the reason. I also uploaded Internet bill, CIBC void cheque with the address, storage rental invoice. I don't have anything else. I'm sick and tired of fruitless communication with them. They don't have a good reason to reject my bank document as it corresponds all their requirements. I hope you'll be able to influence them.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible?
• Could you please specify how you submitted the documents to the casino (upload on the casino's website, a third-party verification service, via email)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the verification requirements and the most recent feedback and assistance you received so far? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hello. Yes, I can access my account. I uploaded all the documents directly on the casino website. Yes, I have a win with bonus. I communicated with the casino via live chat and there was no chat transcript option. I can try and contact the casino again and ask them if they could send me the transcript.

Platin sent me transcripts of our chats. I forwarded it to the email you provided earlier.

Thanks for your reply.

I checked the information you shared via email.

Is it possible to provide the casino with a payslip showing your address?

Could you please clarify how your bank distributes bank statements to you? (direct download, delivered via mail, delivered via email)

Is it possible for you to obtain and submit a confirmation from your municipality regarding our residence to the casino?

Please let me know.

Hi, I can only provide an Internet bill or that bank document as a proof of address at the moment. I receive my bank statements online. But the thing is CIBC bank statement doesn't include the address. It's just their thing, there's nothing I can do about it. So I went to the bank branch specifically to receive a document which will include my address. Manager provided me with that document and even put a stamp with a date on it.

Dear luckyplayer82,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear luckyplayer82,

My name is Jana and from now on, I will assist you with resolving your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Platincasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, I hope this message finds you well. I would like to inquire about the status of the withdrawal, as it has not yet been processed. Additionally, could you please provide clarification on the specific issue concerning the player's account? Thank you for your attention to this matter.

Hello dear player and Jana. I have had a look at this case, and your proof of address documents were rejected due to being issued more than 3 months ago. Additionally you have also sent a rental invoice which is not accepted as POA. We have communicated this information every time one of your documents was rejected.

In order to verify your address, please send any of the below documents, issued in the last 3 months, showing all 4 corners or at least 75% of the document showing:

• Bank Statement in PDF format or a screenshot
• Utility Bill
• Government Letter
• Payslip
• Home Insurance
• TV Bill
• Landline Bill

Please note the below documents cannot be accepted as POA:

• Mobile bills
• Car Insurance
• Pet Insurance
• Anything not connected to your home

Hopefully this clarifies things. Once the document has been sent, I will ensure that your withdrawal is prioritized and approved. You can upload the document here, Casino Guru will mark it as sensitive data and censor it, or alternatively you can upload the document on your account and update this thread so I can have a look.

Regards,

Quality Assurance Lead - Mike

Dear Platincasino,

Thank you for your response.

Dear luckyplayer82,

As indicated by the casino's reply, it is necessary for you to submit the required documentation. Please understand that the Know Your Customer (KYC) process is a vital and essential procedure. This process ensures that funds are sent to the rightful owner. Since the casino staff are unable to physically verify the identity of each player, they rely on these documentation processes to complete the necessary verification. Could you please inform us whether the required paperwork has been submitted as requested?

Dear luckyplayer82,

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.

Hi. I uploaded a bank document to Platin casino as my proof of address. I received it on the 1st of April!!!!! at the CIBC bank branch directly. It has date, my account number, my name and address as requested. It's within the last 3 months!!! It even has a stamp from the bank manager. It corresponds to all the requirements of Platin casino. But they rejected this document without a good reason and now are lying that my document wasn't within the last 3 month. I'm enclosing the document here as well as a screenshot from the site where it's clearly seen that I uploaded it a long time ago.

Dear Platincasino,

I hope this message finds you well. I would like to kindly request clarification regarding the rejection of the document submitted as proof of address for the player. Was there any information missing, or are there other concerns that you would like to discuss? Thank you for your continued support and assistance.

Hello, thank you dear player for uploading your document. Apologies this was a misunderstanding, we do accept void cheques as POA since it's a bank document, I have forwarded this feedback to our KYC team.

On the back of this, I have noticed your ID has expired on 11/05/2026 therefore we would need this for verification.

I have approved your Proof of Address document, the ID is the only missing piece. Once you send this, please also request the withdrawal so we approve them at the same time. Thank you for your patience!

Mike - Quality Assurance Lead

Hello luckyplayer82,

We would like to update you that due to Jana, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jana has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jana will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear luckyplayer82,

I hope this message finds you well. I would like to kindly request that you submit a valid ID, as the one currently on file has expired. Please keep us informed once you have done so. Thank you for your assistance.

Dear luckyplayer82,

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,
Jana
Casino.Guru