Platincasino ES - Spelarens uttag är försenat och kontot är begränsat.

Hello,

Until now, I have made several deposits and withdrawals. However, about 4 days ago, I requested a withdrawal and was told that I needed to verify my identity with a selfie. I sent it, and then I was told to close an open game round. I asked for information, and they mentioned a roulette game at a time that actually corresponded with a slot machine, which I didn't have open. I played two euros between the two, and they said that was settled. I requested the withdrawal again, and they asked for a bill from the phone registered to my account (which I find unreasonable, so I send the bill without the ID and name since it's under my father's name, and I don't want his information leaked or misused) and proof of address. I sent an electronically signed employment record and after discussing it several times with the chat support, I got it approved. Now they're asking for a payslip showing my address (my payslip doesn’t include my address, and I don’t trust this casino at all, so I’m not willing to give more information than necessary). This feels like an escape room. They've blocked my account for withdrawals, but I can still deposit (I'm not stupid, so I turn off my card so the bank declines it).

In short, I am claiming that my €282.33 be deposited back to me.

Hola,

Hasta el momento he hecho diversos depósitos y retiradas. Pero hace aproximadamente 4 días solicité una retirada y me dijeron que tenía que verificar con un selfie. Lo mandé, entonces me dijeron que cerrase una ronda de juego abierta para la cual pedí información y me dijeron de una ruleta en un horario que se correspondía con una tragaperras la cual no tenía abierta, jugué dos euros entre las dos y ya dijeron que eso estaba. Después volví a solicitar la retirada y me pidieron factura del móvil registrado a mi cuenta (la cual considero abusiva, les mando la factura sin el DNI y nombre ya que está a nombre de mi padre y paso de que se filtren sus datos o se puedan utilizar para cosas raras) y me piden comprobante de domicilio (les mando vida laboral firmada electrónicamente y tras tratarlo varias veces con el chat consigo que me la validen). Ahora me piden nómina en la que figure mi dirección (en mi nómina no aparece mi dirección y además no me fío nada de este casino y paso de dar más información de la necesaria). Esto parece un scape room. Me tienen la cuenta bloqueada para retirar dinero, pero voy a ingresar y si que me deja( no soy tonto y apago la tarjeta para que el banco me la rechace).

En definitiva reclamo que se me ingresen mis 282,33€

Dear Jplatin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that you provided all the required documents except for the payslip with your address?
• Also, is €282 the amount of winnings you have been trying to withdraw?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Correct, I sent everything that was asked of me. On the phone bill I removed my father's name as he has nothing to do with casinos or anything online and he doesn't want anything to do with them. What I didn't send was the pay slip because my address doesn't appear on it and I see it as irrelevant when I've already sent the work record that shows my address.

Yes, it is €282.33 that I am trying to withdraw.

Correcto, envié todo lo que se me pidió. En la factura de teléfono quité el nombre de mi padre que no tiene ni quiere tener nada que ver con los casinos ni ninguna cosa online. Lo que no mandé fue la nómina porque no aparece mi dirección y lo veo como irrelevante cuando ya he mandado la vida laboral que aparece mi dirección.

Si, son 282,33€ lo que estoy intentando retirar

Thank you very much for your reply, Jplatin. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

In the end, they saw what was there and gave me the money and removed the promotions.

Al final, vieron lo que había y me ingresaron el dinero y me quitaron las promociones

Do I understand correctly that we can consider this complaint resolved?

Dear Jplatin,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.