Platincasino - プレイヤーの撤退が遅れています。

The casino's withdrawal processing time is up to 48 hours. I requested a withdrawal at 6:55 AM on 07/08/2024, and on 07/10/2024, when I contacted support, they told me I had to wait even longer and are refusing to pay me what is rightfully mine. I deposited 5400 reais and recovered 5300.

O prazo para levantamento do cassino é de até 48 hs , fiz o levantamento as 6:55 horas do dia 8/07/2024 e no dia 10/07/2024 quando acionei o suporte me disseram que eu tinha que esperar mais dias e se negam a pagar o que é meu , depositei 5400 reais , recuperei 5300

Dear Ze2235,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear Ze2235,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.