Platincasino - Stalling my payment

RESOLVED
Fabi1984 Germany
posted on July 28, 2015.

Hi Askgamblers

I had a BIG Problem with Platincasino

The Story begins Sunday.This Day i was lucky and had won 555€ at any Slots.I had pay the via Paysafecard so i can only withdraw with my Bank Acc.

Monday Morning i remember the Costumer Support had say pay with Neteller in so you can withdraw with Neteller.Ok i think Neteller i very fast and so i had pay 10€ via Neteller and cashout the 555€ via Neteller.Early Morning i had ask the support how long takes the Withdraw.A Support Agent calls Michael says 72hours!72hours?In the FAQ and at many other Sites stand 24hours for a Neteller withdraw.Ok i go to chat at evening and the Support says 24hours?Im very Confussed but ok i wait.

Today the Support early Morning:The withdraw is in Progress and i had an Email when its done.

17.00GMT i had ask why they dont send me the Money.Now says the Support we dont can withdraw via Neteller then i had pay with Paysafcard.Öhm...I had pay via Paysafecard and later same Day via Neteller to withdraw with Neteller?

So the dont wont to pay me the Money
Please Askgamblers help me!

In the Attechment you can see what is happend;)
Ps:Sry for my bad English

posted on July 29, 2015.

Hello,

you are missing out the key fact.

You were only using anonymous payment methods to pay in (Paysafecard).

After you won a bigger amount you made a withdrawal to your bankaccount. This is standard AML procedure in cases where players paid in with anonymous payment methods only.

The next day you canceled your payout, paid in 10 € with Neteller and made a withdrawal to a Neteller account (I would like to see some proof that our support staff has recommended to you to payin 10 € with Neteller in order to be able to withdraw to Neteller - this would be a clear breach of AML procedure).

Any how: this behaviour is AML critical, so our team had to review your account more thoroughly.

Our FAQ states that withdrawals are being processed within 24h´. That doesn't mean that the withdrawn amount is being transfered within 24h to your (bank) account. We have a maximum of 72 h of process time for cases that need additional DD documentation - meaning, that this process is also very dependant on the player giving his DD documentation in a timely manner.

The withdrawal request has been processed yesterday and is awaiting transfer within the next 48h.

Additionally I have to make the following statement in regards to your behaviour;

We at Platincasino try to give every player the best experience with our online casino that he can possibly have. Sometimes we can't hold up this high standard that we have, because we are all humans and we sometimes make mistakes.

This is your second account with us. Your first account was closed because we didn't want to tolerate your behaviour in our casino. You were using extremely foul language while interacting with our customer support members.

In this newly encounter you repeatedly harassed our support staff just like you did in April this year with your first account. Three hours after your first withdrawal request you were already in contact with us via live chat, giving our support staff a hard time.

Yesterday you were in live chat for 3 hours straight, being a pain in the neck for our customer support.

Everything is settled and on it's way and you still feel the need to open up a complaint with AskGamblers. Don't get me wrong - if you have a problem with the casino you should use all options you have to get your problem resolved. This is not problem solving, this is you being a pain in the neck again.

We won't tolerate your behaviour any more. We gave you a second chance in allowing you to open up a second account with our platform but you failed to show the minimum decency while interacting with the support staff.

Thomas

Fabi1984 Germany
posted on July 29, 2015.

OK Platincasino i wait now;)

Ps:The Complain is before i hear this in the Chat...
But ok i wait now

posted on July 29, 2015.

This case is closed.

Fabi1984 Germany
posted on July 30, 2015.

Dear Askgamblers

Please let the Complaint open

Thx

posted on July 31, 2015.

Again: this case is closed.

AskGamblers
posted on August 3, 2015.

Dear @Fabi1984,

Any updates regarding your complaint?

Thank you.

Fabi1984 Germany
posted on August 4, 2015.

Yes you can close this Case;)

Many thx @ Askgamblers

AskGamblers
posted on August 4, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.