Complaint #5 Platincasino UK

Withdrawal Error for 2500

By Frankie V.

4 years ago

So I signed up to Platin Casino, and was able to play immediately. Of course on the first withdrawal I was asked to submit ID and proof of address which I did do and my first withdrawal went through fine.

The following week I played again with those winnings, and managed to get to a 2.5k withdrawal. My withdrawal got held as I was asked to provide ‘source of funds’ proof. This was submitted straight away. The original was declined as they didn’t accept screenshots so I printed them and they were shortly approved.

So by this point my profile is fully verified - ID, Proof of address, source of income as shown in the attached files.

5 days after the withdrawal request , 1 day after the source of funds was accepted I went to check on the withdrawal to find next to it that it just says ‘error’, again shown in attached files. I hadn’t received any email or anything to suggest why or when this happened. Live chat can’t seem to help or check the reasons for anything and just get told il he contacted at some point.

So now I’m the dark completely with an ‘error’ next to my withdrawal in account that is fully verified.

Disputed Casino Platincasino UK

Reason Delayed payment

Amount £2500

Discussion

There are no replies at the moment.

Platincasino UK Complaint Stats

Resolved 1 / 2

Avg. Amount $3,764

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

Platincasino UK Complaints

See all complaints for this casino

No definitive answers on payout and no contact

To whom it may concern

I would like to make a formal complaint surrounding my recent experience with your casino.

On 2nd January 2023 I requested multiple withdrawals as can be seen on my account, to date these have not been actioned.

I contacted you shortly after requesting the withdrawals, to be made aware you need a document showing Proof of Income, this was sent to you almost immediately - no communication was made to inform me these had been received or otherwise.

When making the withdrawals it clearly states 1-2 working days to be paid, this I felt was ok as previously they had worked in the timeframe with no issues.

From then on to this point, I have only been passed on to the next day and promised it will be sorted this has happened multiple times and I am still in the same place I was on 2nd Jan 23 we are now 4 days later, no email and no update or apology for the delay only from customers services who I honestly believe are generically replying to everyone the same!

I have spoken to the Gambling Commission on this matter and it has been recorded, advice has been given, evidence issued of my issue, and other reviews stating the same problems from Trustpilot and have agreed to inform them when I receive my withdrawals or sooner if required.

I have been asked again for documents you already hold and feel this is a delay tactic as these are not required again to meet compliance when already received.

Your customer care staff has at times been exceptionally rude and unhelpful and for all of this I request my withdrawals are processed today (06.01.23) to resolve this matter and to allow your record with Gambling Commission to be closed and your negative review to be updated as failing this I will continue to pursue the matter legally.

There is an element of fraud being carried out where monies can be received by yourselves however in return for the games that have paid out no winnings are being returned.

I trust this complaint will be actioned as per your terms and conditions and not left unanswered and resolved for the interests of both parties.

Resolved

£3,324