Platinumclub VIP Casino - Hráč se snaží dokončit ověření účtu.

Hi,

I have sent all my verification details to them and they keep sending me the same email back. It says my passport is cropped but it's not. They seem to not want to process my verification. Should I be worried?

Dear asafrempong,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your passport seems to be the only obstacle standing between you and your winnings? Could you please advise which other documents have you provided?

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

Best regards,

Kristina

Hi Kristina,

Thank you for your speedy response.

I received an email over night saying that the documents need to be loaded onto their website rather than other email. So I have done that this morning. A bank statement and my passport. The bank details is on a headed paper and is in colour. My passport is in full and has not be cropped (they keep saying it is). So if they after all this they still say it's not right, then it confirms that we have a problem. It says on their website they have 48 hours to reply, so as soon as they do I will let you know their response.

Thanks again,

Asa

Hi Kristina,

Unfortunately they keep on saying the same thing. My passport is cropped. I've scanned the passport using a top of the range scanner. There is no way the passport is cropped. They are just using that as an excuse or a way to delay me withdrawing my winnings. Please help.

Thank you very much for your reply, asafrempong. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Hi, I have copied you in on a Email and that has all the correspondence I've had with them. Should you need anything else, please let me know.

Thank you

I see that the casino is asking for a new bank statement. Have you already provided this document?

They have now said they have processed one £500 withdrawal. I am yet to receive this. The deadline they have given me is Tuesday.

It seems like the issue will be resolved soon. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Well I hope so but I have read reviews where they still haven't paid out but fingers crossed. I will keep you updated. Thank you

Hi,

They have paid out £500 so far but have since cancelled withdrawal attempts, claiming I haven't provide a bank statement with a URL at the top of my PDF bank statement. I have spoken to my bank and several IT professionals who have told me that what they are asking for isn't possible. It seems like they are stalling again! I'm now owed £1,700.02

Thank you for the update. Do I understand correctly that the missing bank statement is holding the casino back from processing the rest of your winnings? Have you at least sent the bank statement in PDF format without the required link?

Hi Kristina,

You are 100% correct. Bank statement with a URL link at the top is holding them from paying me the rest of my money. As mentioned previously, what they are asking for isn't possible to do. However, I have still sent them the bank statement in PDF (without URL link) as they originally requested.

Thank you very much asafrempong for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello asafrempong,

I will assist you with the complaint from now on. I went over the details of the case, including the exchange between you and different casino departments, and will do my best to help you.

I understand your frustration with providing the necessary documents. Regarding the last request from the casino, I am sending you an email shortly with a suggestion on how to comply with it.

Hello asafrempong,

Have you had any luck completing the verification of your account? Do you have any news in this case?

Dear asafrempong,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions. The player can reopen this complaint anytime.