Platincasino Complaints

I made withdraw 8.10.2026 it was pending 4 days. After that it was cancelled and no information why, only when I went to chat they told me to upload document.

I did it and it was accepted and I made new withdraw.

Now its been 6 days when I first made it and still not got it. Only answer I get is that they are busy.

Hello ASKGAMBLERS! I come to you with the hopeful expectation that we can resolve an issue I have just run into with PLATINCASINO.

I have been a member for what I believe to be two years. I have never had an issue with them before and always followed their terms accordingly.

Just yesterday, I received an e-mail from them stating that they closed my account and according to their terms, they said they do not have to tell me why. I have a pending withdrawal with them for the amount of $1126.00 USD .

I responded asking why even though they stated they don't have to tell me because I have the right to do so but I have not received a response as to why they did not pay my winnings before doing so.

I hope ASKGAMBLERS can at the very least help recuperate my winnings as I do not believe they have the right to confiscate winnings without a valid reason. I did make a deposit and it feels like stealing when someone takes your money, allows you to risk it and then does not pay you when you win.

I have attached a screenshot of the e-mail they sent me. My account is disabled so I have no way of getting screenshots from the casino itself anymore.

Hope you guys can help! Thanks in advance!

Platincasino closed my account for no reason after I won 5000 CAD.

They then proceeded to tell me via email that they can close without a valid reason.

We then communicated via email to process my withdrawal win, and they first said they can't do it via Interac even tho I initially deposited via Interac.

They then asked me for my bank transfer information to do a manual bank transfer. I gave them all the info since they asked for it. Then they tell me they actually can't do it via bank transfer and proceed to ask me for my Mifinity information to send the winnings to my Mifinity account.

I proceed to give them all the info they need, plus all the screenshots for them to verify that it's actually my account.

This issue has now been going on for 3 weeks. and i haven't heard from them in a long time, as they stopped replying to my emails.

I have all the email proofs of all of our conversations if needed.

I withdraw 03 Sep 2024, 21:21 34 Euro from a no deposit offer. See Screenshot please. Since this time my withdrawal has been 3 times cancelled.

1. They wanted 2 documents I sent instant.

2. They wanted another document from another card - I send instant

3. I have to withdraw to another method.

In last email they wrote I have to use another method, but which one didn't told. I am years depositor there. I send 5 emails. Live chat no answer.

Now I am waiting again days. And withdrawal is still pending.

Nobody cares about Players in this Casino. I did maybe 50 Deposits or many more at this casino in past. And they need weeks to withdraw 37 Euro? In past they need 24 hours. Why they not close when they don't want depsoiter?

Hi,

3 weeks ago I deposited €1500 (maybe a little too much for my budget, but that’s a weird strategy I use and I make sure to just play for a third of the deposited amount) on Platincasino and on the same day I won a few times and increased my money to €3982.

After that I was done and ready to withdraw my money. Of course I ended up getting asked to verify basically everything which I did and everything got approved.

After getting all my documents in check and approved my withdrawal was still rejected (was made to a Visa card the same method I deposited with and was told to use) I was then told to change to my bank account which I did. That also got rejected after 6days and I was told they needed documents for that as well, they then verified it after about 4-5 days and I made a withdrawal attempt again… 6 days later that attempt was rejected again without an explanation. Of course I tried to contact support several times and I tried to withdraw again with the same result. No explanation.

Now it’s been over 8 days and still haven’t got an answer from their support and they still have the money.

I got no deposit freespins and with those I won and wagered them through to the point that I got 100€ balance. Then I uploaded all documents and made withdrawal. Two days after that I tried to login to see what is the situation with my withdrawal just to see my account is closed without any info about that. They don't have live chat and they answer to emails once within 3 workdays.

So on 15 Jun Platin given out 125 Freespins Maxwin was 100€ i wagered it and withdraw 98.52€

On the Same Day i win with a 5€ Freebet 12.03€ and played it trough 20€ and withdraw the 20€ So together 118,52€

On the next day Platincasino rejected the withdraws and screw it down to 100€ for no Reason.

Now the rejected even the 100€. I am a Gold Member at Platin and even verified. I even uploaded my Documents Twice.

i wrote them 2 Emails they didn't Answer and the Chat is dead since a few months.

I want to express my feelings that I am feeling very low at this time I have tried to get my money back and nothing has happened from platincasino. I have tried to get in touch with them several times and they told me that they have sent the money but I’ve sent them 2 statements showing that I haven’t gotten the money.

I have had a pending withdrawal now since 19th January. I have contacted them once a day and asked for update and they tell me it will be paid "soon". I think I deserve to post a complaint here on Askgamblers for my unpaid 2,200euro winning. It's funny because the finance department was so quick to cancel my previous withdrawal requests and now when all KYC and things are in order I cannot even get an answer from finance but their customer service responds with same words everyday.

I requested a withdrawal from Platin over 7 working days ago.

My initial withdrawal request could not be completed on the website as there was a technical error not giving me any withdrawal options.

I liaised with Platin Casino via the online chat function and also with their support team over email. Once my account had been verified, Platin asked for a copy of my bank statement for AML purposes, which I provided and Platin confirmed the withdrawal request had been submitted to their accounts team for a wire bank transfer and would take up a 7 working days.

Platin confirmed the withdrawal had been passed to their accounts team on the morning of Friday 19th May. It is now Tuesday 30th May and has therefore been 8 working days and I have heard nothing further.

I am concerned that this is taking longer than the time frame quoted by Platin and that despite pursuing further contact via online chat and email I have not received a response, an update, or my funds.

Hello. I signed up with Platincasino last week. I got my profile verified and I have done some withdrawals. Everything was fine at the beggining. This week on Monday morning I make a withdrawal and it was cancelled on Tuesday because of technical issue. Money was back to my Platincasino account.

Then I play roullete that day and finish with balance 10000euro. I withdraw my money on Tuesday and today I get the same email again that my withdrawal is cancelled because of technical issues. So it happens twice this week.

Customer support was not helpful. They can't explain why is that happened and they can't give me any answer. So I need to raise a complaint and try to get some answers from Platincasino.

Hi.

So today I won 160 euros and wanted to make a withdrawal. The withdrawal got cancelled an hour later because of "Verification problems". Apparently Platincasino is having problems withdrawing my winnings to my Mastercard which is funny because I have absolutely no problem receiving money from anywhere else. I even deposited a lot of money from the same Mastercard to Platin today.

I have, prior to this situation, withdrew money from Platincasino 3-4 times with problems every time either with their payment-provider or now with my Mastercard. I have deposited 100-200 times to Platin with NO problem whatsoever. I am starting to feel scammed. I have almost every single verification document uploaded and I am just sick to my stomach about how there's ALWAYS complications when it's regarding me withdrawing money from Platincasino. I have contacted their live-support chat and apparently now I have to wait for my Bank account statement to get approved, but I find it non-acceptable not getting my payment withdrew directly to my card as I have verified it correctly and have withdrew from the same card before.

Jonathan

Played yesterday at platin casino. Deposit around 800€ and then withdraw 10 000€. I didnt use any bonus. They cancel the withdraw and the chat says "technical issues" and there is nothing or now one to explain anything. They only said the problem is in Brite and when asked how about if I use trustly they said its the same They said will take a week. Very strange. I am gold level and have priority withdraws. Asked how about them without getting any answer. Then when tried to ask more they said have a nice day and closed the chat.

May 11th,2022 I deposit $100 and I won $5,400 total and the next I played again after I upload all my documents like passport proof of address and proof of deposit so next day I played again at midas from $5,400 my money went down to $2,100 and got Free spin betting $50 on the second spin. I won $56,150 couldn't believed it.

When 10 Free spin is done I won a total of $57,325 currently had $59,425 and i played the $425 and now I only have $59,00 on my account. Since then I didn't play as its a huge money I didn't want loose it so I was waiting patiently on my verification but they keep rejecting it at first yes it's acceptable as I just send them the proof of deposit without my address on it as my bank statement only give with address and name on if every end of the money. The monthly statement so I phoned my bank and ask a copy of my bank statement from May 1, 2022 to May 15,2022 as I needed that May 11, 2022 so I received through my email and send it to platin casino my account.

And today this morning i received an email saying:

Dear Joanna < surname removed >

Kindly be informed that the verification of your user account and/or processing of your withdrawal could not be completed. However, we are nearly there!

Other important remarks:

Hello Joanna Marie, thank you for the documents. Unfortunately, the proof of deposit does not show a transaction made to 'Red Rhino'. One of the transactions made to Red Rhino must be clearly visible on the document, along with your name and IBAN. If you have any further questions, please do not hesitate to contact us by mail or chat. Kind regards.

Please do not send any documents by e-mail, but always upload your documents in your user account under https://www.platincasino.com/en/documents.html.

If you have any questions regarding this e-mail, please contact our support team directly.

Jack and the support team

www.platincasino.com

This is an automatically generated e-mail from a system e-mail address. Please do not reply to this e-mail.

I was shocked! Because ever since I always use Interac e transfer through Gigadat and that's on there desired deposit method on there casino. They should know better.

It's clear I send them my bank statement with my name and address on it and the deposited date I use. I don't know what it took too long for then to processed it. My $59,000 is sitting there in my casino account I cannot do anything.

Please look into this i hope you will help me thank you very much

Since then when i pay casino my payment of deposit I always use is Interac. Which is a Interac e transfer that I will need to e transfer money through Gigadat since then I always used that as its convenient.

And now I send all the of proof of my deposit documents but they keep rejecting it its shows there Interac e transfer May 11,2022 through Gigadat of $100

Please look into this.

They should aware of payment method for deposit in the casino and what "Interac is" thank you " interac e transfer through gigadat.

Joanna

I want to complain about Platin casino... I'm a loyal customer, play here for months, made my deposits even make my first withdrawal, I needed to verify my account which I did, and everything was ok. I receive my withdrawal and all was ok, after months of playing and staying loyal I finally hit my luck again, so I request withdrawal again and here is a problem. After my withdrawal request I get a notice by email that my withdrawal was canceled and I need to verify my bank.. which I already did months ago and my account was successfully verified!

So now I send one more time all they request, AND THEY APPROVED AGAIN, BUT MY WITHDRAW IS STILL PENDING, NOW OVER 24HOURS FOR E-WALLET(from which I made my deposit ). I even send all proof of my deposits and everything, but they try everything to not process my withdrawal in this case 2100€.. I mean don't know what to do, like I said play here for months and trust this casino deposit hundreds and hundreds or euros here.

Hello there AskGamblers.

It has been almost 2 weeks that I’m trying to verify my account at PlatinCasino.

I have previously done some deposits via Apple Pay with 4 different cards and two of them were virtual cards from an online bank. After I got my physical card from that bank I removed and deleted the virtual cards from my wallet and Apple Pay (I was not in need of them anymore).

I managed to be approved for the two cards, my main and my physical card from the online bank. But the other two virtual cards, I deleted them few months ago and I don’t have them in my wallet. I have explained this a lot to them through my emails and they asked me for a bank statement and deposits statements with the exact day and exact sum of deposited money, in case of a nonexisting Apple Pay card. I have provided those documents a lot of times, and keep explaining about my virtual cards. My deposit statements are legit, with my name, my address, the date, and all the necessary. But the casino keeps sending me the exact same email, that my account is still not verified and that they need proof of my Apple Pay cards which I have deleted as I have explained it to them so many times. I even sent all my deposits, from my first to my last one with all the details from my bank statement.

After so many contacts with them without any help from their side, I’m asking AskGamblers to help me in this situation.

Attached are some of the emails where I’m explaining the situation but I’m getting all the time the same answer

Thank you in advance.