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Platincasino - Stalling with withdrawals

RESOLVED
Complaint Info
Disputed casino Platincasino
Reason Delayed payment
Amount € 30400
Posted on May 25, 2020

Hi AskGamblers & Platincasino

I have been playing in Platincasino since beginning of this month. I liked the fact that they offered Trustly as method for fast deposits and withdrawals. I started to play, made some deposits, I won some and lost some as always with casino games. During this time I also submitted documents according to their KYC-process, nothing strange with that at all.

However, I started to get really lucky after making deposits for about 3000 EUR. I managed to get that balance up to about 30 400 EUR by playing mostly Live Blackjack. I requested my withdrawals at the morning on 13th of May, chatted with Platincasino to close my account since I felt finished due to the high winnings. From then, I haven't heard anything from them since. I have been mailing them twice without any answer, I have also been in contact with their live chat basically every day since I requested the withdrawals due to the lack of information from their side.

In the chat, they informed me during the first week that the game rounds was under investigation due to the big amount I requested to withdraw and that they were waiting for the game providers to answer. They thought that this was to be done eithdr this week on Monday or Tuesday, which was fine with me. But the last couple of days, they are not even bothering giving me status updates when I'm chatting with them, they are just giving me promises saying that they will give me answer on my last mail which they haven't.. many promises but no money yet.

I just want to know, when can I expect to have my money? T&C says 2-4 business days, mail confirmation of withdrawals said 3 business days. More than 7 has now passed without any information and I really want the money I'm entitled to.

Many thanks

Posted on May 26, 2020

Hi,

After a few more chats with Platincasino, an agent named Robert picked up my dissatisfaction and did his utmost in order to get my withdrawals processed. I got a mail saying that they were sorry for the long time it took to review the game rounds, however the withdrawals were released yesterday evening and I already got the money paid out to my bank account, so this ticket can be set as resolved.

Many thanks.

AskGamblers
Posted on May 26, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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