Platincasino - 플레이어는 우승 상금을 아직 받지 못했습니다.

Hey, I’ve had this issue where each time I’ve tried to withdraw my winnings it’s getting repeatedly rejected.

i’ve been depositing without any problems around 20-25 eur each time.

as the documentation required are already verified, I’m a bit stressed about it keep getting rejected without stating the reason.

Dear agararovo,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

ps. It’s not just delayed, It’s being rejected, just to make it clear.

Dear agararovo,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hey Nick,

I hope you’re well, I am bit stressed about this situation as I’ve haven’t heard back from support. As my withdrawal has yet been paid out but repeatedly rejected. This has been going for more than 2 weeks now(as seen by the screenshots)

Dear Agararovo,

I'm sorry to hear that your withdrawal continues to be rejected. Have you contacted the casino about this issue? If so, could you please share their response?

In the meantime, if possible, kindly forward the communication between you and the casino to nikolas.b@casino.guru. If they haven’t responded, we will look into intervening on your behalf.

Best regards,

Nick

Hey, as stated in the last message, I have yet received anything back from support, as I’ve emailed them and sent them several messages through their "live support function"

Thank you agararovo for all the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you agararovo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Platincasino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!