Platincasino - Výplata hráčovy výhry se zpozdila.

Hello, I applied to Platincasino for a payout of 1500 euros via Noda on February 9th, 2023.

This is already marked as "booked" in my player account.

I have now contacted customer service several times. I received 2 emails that the payout has been approved and will be paid out within 5 days. The day before yesterday I was supposed to do an identity check again with proof of my last Mandato deposit.

These documents have been rejected in my player account. I've deposited and withdrawn from platinum many times with no problems.

Unfortunately, I don't get any answers other than "Please be patient" and other standard answers. In addition, there are contradictory statements in the live chat that are already lying at the limits of "the payment provider has problems" to "it's not just you at the moment".

Noda is an instant payment provider and therefore do not understand the problem.

Kind regards

Torben H***

Hallo, ich habe bei bei Platincasino am 9.2.2023 eine Auszahlung in Höhe von 1500 Euro per Noda beantragt.

In meinem Spielerkonto ist diese auch schon mit "verbucht" gekennzeichnet.

Ich habe nun mehrmals mit dem Kundenservice Kontakt aufgenommen. Ich habe 2 Mails erhalten, dass die Auszahlung genehmigt ist und binnen 5 tagen ausgezahlt sein wird. vorgestern sollte ich dann doch nochmal einen Identitätscheck machen mit dem Nachweis meiner letzten Mandato Einzahlung.

In meinem Spielerkonto wurden diese Dokumente abgelehnt. Ich habe schon sehr oft problemlos bei Platin ein und ausgezahlt.

Außer Antworten wie: "Bitte um Geduld " und weitere Standard Antworten erhalte ich leider nicht. Dazu kommen noch widersprüchliche Aussagen im Live Chat die schon an lügen Grenzen von "der Zahlungsanbieter hat Porbleme" bis zu "es geht derzeit nicht nur dir so"

Noda ist ein sofort Zahlungsanbieter und verstehe daher das Problem nicht.

MfG

Torben H***

Dear torbenhess27,

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

Dear torbenhess27,

Have you received your withdrawal from the casino yet?

Hello,#

Unfortunately, no. Now the casino claims that the payout has long since been paid out. I should contact my bank. They don't comply with a request for a receipt. As of the day before yesterday I should do an identity check again. since the payment can only be processed afterwards and we asked for patience. the lies without end

Hallo,#

leider nein. Nun behauptet das Casino, dass die Auszahlung schon lange ausgezahlt sei. Ich solle mich mit meiner Bank in verbindung setzen. Einer aufforderung eines Beleges kommen die nicht nach. Stand vorgestern sollte ich nochmal einen identitätscheck machen. da die zahlung danach erst bearbeitet werden kann und wurde um geduld gebeten. die lügen ohne ende

Thank you for your reply, torbenhess27. Have you made any successful withdrawals before? Could you please advise if you have received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

Dear torbenhess27,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.