Platincasino - 決済が遅延しているとのクレームがあります。

Hello, I have been a customer at this online casino for 4-5 years and have never had any problems before. I didn't use any bonuses while playing, so we can rule that out. When I logged in after 2 days, my balance, which was the entire payout amount of 150 euros, had disappeared. The transaction history shows that the withdrawal was declined. I also received an email from Platincasino stating that my withdrawal was canceled, but no reason was given. Additionally, my balance still isn't visible in my account to this day. The live chat has been unreachable for weeks, and Platincasino hasn't responded to any of the 4 emails I sent. Not a single reply.

Hallo ich bin seit 4-5 Jahren Kunde bei dem Onlinecasino und habe zuvor nie Probleme gehabt. Ich habe beim spielen keinen Bonus genutzt,damit wir dies schonmal ausschließen können. Als ich mich nach 2 Tagen eingeloggt habe war mein Guthaben verschwunden in höhe des gesamten Auszahlungsbetrags von 150 Euro. Im Transaktionsverlauf steht das die Auszahlung abgelehnt wurde. Eine Email von Platincasino kam auch das meine Auszahlung storniert wurde ohne jeglichen Grund weshalb?? Zudem ist mein Guthaben bis Heute nicht in meinem Account zu sehen und im Livechat ist seit wochen niemand erreichbar auf E-Mail reagiert Platincasino auch nicht habe schon 4 Emails verschickt aber keine einzige Antwort.

Dear Momo95,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello Platincasino has now answered me with a bold accusation:

Hello Mohammed,

thank you for your message.

We would like to inform you that some previous deposits have not been successfully processed. Although we have credited the funds to your player account, the funds have not been received from your bank.

In total you have a chargeback of 175.00 EUR.

The chargeback amount of EUR 150.01 has been deducted from the balance in your player account. Therefore, you owe us a total of EUR 24.99.

If you have any further questions or comments in the meantime, please do not hesitate to reply to this message.

Best regards,

PlatinCasino Support

It is simply a lie and something like that is not even possible because I have always paid with Sofortüberweisung

Hallo Platincasino hat mir nun geantwortet mit einer dreisten Anschuldigung :

Hallo Mohammed,

vielen Dank für deine Nachricht.

Wir möchten Sie darüber informieren, dass einige vorherige Einzahlungen nicht erfolgreich verbucht wurden. Obwohl wir das Geld auf Ihrem Spielerkonto verbucht haben, ist das Geld nicht von Ihrer Bank eingegangen.

Insgesamt haben Sie eine Rückbuchung von 175,00 EUR.

Der Rückbuchungsbetrag von 150,01 EUR wurde vom Guthaben auf Ihrem Spielerkonto abgezogen. Daher schulden Sie uns insgesamt 24,99 EUR.

Falls du in der Zwischenzeit weitere Fragen oder Anmerkungen hast, so zögere bitte nicht auf diese Nachricht zu antworten.

Liebe Grüße,

PlatinCasino Support

Es ist einfach erstunken und erlogen soetwas ist nichteinmal möglich, da ich immer mit Sofortüberweisung bezahlt habe

Dear Momo95,

Have you received your withdrawal from the casino yet?

No, Platincasino refuses to pay me my money and I still haven't received anything

Nein das Platincasino weigert sich mir mein Geld auszuzahlen ich habe immernoch nix erhalten

Thank you for your reply, Momo95. Could you please confirm that you or the payment provider have not issued a chargeback? Please check all your transactions on the bank statement since then and confirm those deposits have not been returned to your bank account.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Momo95,

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.