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Very disappointing treatment of long-standing customers

I'm really disappointed with this provider. They claim my withdrawal can't be processed to my credit card for "technical reasons"—even though that's exactly the card I used to deposit. Instead, they're offering me the option to transfer the money to my bank account.

This is completely incomprehensible to me and seems unprofessional. I expect withdrawals to be processed using the same method as deposits – anything else leaves a very questionable impression.

The way I've been treated as a long-standing customer who has made regular and substantial payments is particularly frustrating. I would have expected significantly more understanding and a swift resolution.

If the problem is not resolved promptly, I will take action, avoid the provider, and share my experiences on other platforms.

I still hope for a fair and quick resolution.

No response from Platincasino.com for 3 days.

Sehr enttäuschender Umgang mit langjährigen Kunden

Ich bin wirklich enttäuscht von diesem Anbieter. Meine Auszahlung soll angeblich aus „technischen Gründen" nicht auf meine Kreditkarte möglich sein – obwohl ich exakt über diese eingezahlt habe. Stattdessen wird mir angeboten, das Geld auf mein Bankkonto zu überweisen.

Das ist für mich absolut unverständlich und wirkt unprofessionell. Ich erwarte, dass Auszahlungen auf dem gleichen Weg erfolgen wie Einzahlungen – alles andere hinterlässt einen sehr fragwürdigen Eindruck.

Besonders ärgerlich ist der Umgang mit mir als langjährigem Kunden, der regelmäßig und nicht wenig eingezahlt hat. Hier hätte ich deutlich mehr Entgegenkommen und eine schnelle Lösung erwartet.

Sollte das Problem nicht zeitnah gelöst werden, werde ich Konsequenzen ziehen, den Anbieter meiden und meine Erfahrungen auch auf anderen Plattformen teilen.

Ich hoffe weiterhin auf eine faire und schnelle Klärung.

Seit 3 Tage keine Reaktion seites Platincasino.com.

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Dear Mb161088,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue. It's important to understand that the casino doesn’t have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn’t necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.

• Was your account verified successfully in the past?
• What specific message or error did you receive when trying to withdraw to your credit card?
• Have you made any previous withdrawals, and if so, were they successful?

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

Best regards

Petra

Oddly enough, I was able to successfully deposit using my credit card at that time, but apparently, withdrawals aren't working. I don't think that's right. I was offered the option of having it paid out to my bank account, which actually violates anti-money laundering regulations since I deposited using my credit card.

Out of frustration, I gambled away the money and received no apology or offer of a free bonus.

Very disappointing treatment of a long-time loyal customer.

Komischerweise konnte ich zu dem Zeitpunkt erfolgreich mit Kreditkarte einzahlen, das auszahlen soll aber nicht funktionieren. Das finde ich nicht ok. Mir wurde angeboten, dass ich es alternativ auf mein Bankkonto auszahlen lassen soll, was aber ja eigentlich gegen die Regeln des Geldwäschegesetz verstößt, weil ich ja vorher mit Kreditkarte eingezahlt habe.

Aus Frust habe ich das Geld verspielt und es kam keine Entschuldigung oder ein Angebot eines Freibonus.

Sehr enttäuschender Umgang mit einem jahrelangem Stammkunde.

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All the details I asked for are essential if we wish to proceed with your case and assist you further.

Thank you in advance.

My account was fully verified.

There was no direct error message when trying to withdraw to a credit card, but the VIP manager said it was technically not possible at the moment, I could only withdraw to my bank account, even though this actually violates the applicable money laundering law.

Yes, I have made withdrawals via credit card in the past and these were successful.

Mein Konto war vollständig verifiziert.

Es gab keine direkte Fehlermeldung beim Versuch auf Kreditkarte auszuzahlen, sondern der VIP Manager meinte sei im Moment technisch nicht möglich, ich könne nur auf mein Bankkonto auszahlen, obwohl dies ja eigentlich gegen das geltende Geldwäschegesetz verstößt.

Ja, ich habe in der Vergangenheit bereits Auszahlungen über Kreditkarte vorgenommen und diese waren auch erfolgreich.

Thank you for your reply and for providing the previous details, Mb161088.

• Did you play with bonus money or free spins?
• Have you recently updated your credit card information or changed any account settings?
• Are there any particular terms and conditions regarding withdrawals that you were made aware of at the time of making your deposits?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello and thank you for the feedback.

No, I did not use any bonus offers or free spins.

No, I haven't changed any account settings or credit card information.

No, I was not informed BEFORE making the deposit via credit card that a withdrawal is NOT possible via the same payment method, i.e., credit card.

And that is precisely the reason for my complaint!

Unfortunately, I have no documentation of the communication processes, as I was frustrated and deleted everything and logged out.

Please request this information from Platincasino or the VIP Manager Levin, if necessary.

Thank you so much for your help.

Hallo und danke für die Rückmeldung.

Nein, ich habe keine Bonusangebote oder Freispiele genutzt.

Nein, ich habe keine Kontoeinstellungen oder Kreditkarteninformationen geändert.

Nein, ich wurde nicht VOR der Einzahlung über Kreditkarte darüber informiert, dass eine Auszahlung NICHT über die selbe Zahlungsmethode, also Kreditkarte möglich ist.

Und genau das ist der Grund meiner Beschwerde!

Leider habe ich keine Belege über die Kommunikationsvorgänge, da ich frustriert war und alles gelöscht und abgemeldet habe.

Ich bitte Sie diese ggf. von Platincasino bzw. dem VIP Manager Levin einzufordern.

Vielen Dank für die Hilfe.

Dear Mb161088

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Mb161088,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Platincasino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Platincasino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Casino Guru Team,

We would like to provide clarification regarding this case.

The player’s withdrawal was initially processed from our side, however, the transaction was declined by the payment service provider with the error: "Amount exceeds current merchant deposit limit."

This relates to limits or processing conditions applied by the payment provider and was not a manual rejection by the casino. Such restrictions are not always directly controllable by us at the moment of processing.

The funds were returned to the player's balance once the transaction failed, and our team identified this 1 hour later and contacted the player with an alternative solution.

Unfortunately, before the alternative withdrawal could be completed, the player chose to continue playing with the returned balance and subsequently lost the funds through gameplay. Since the funds were available in the player’s account and were voluntarily wagered, we are not able to reverse the gameplay or pay out funds that are no longer available in the balance.

We understand that the failed payment caused inconvenience and we regret that the original withdrawal could not be completed through the initial payment route. However, the casino acted in good faith by returning the funds to the player’s balance and offering an alternative withdrawal option in a prompt and timely manner (within 1 hour)

For this reason, we do not consider the disputed amount to be payable anymore, as the player had the opportunity to withdraw the returned funds but decided to use them for further play instead. For future reference, in such cases, a withdrawal to another payment method would've been processed the next day if not the same day.

We would also like to address the player’s claim that offering an alternative withdrawal method would be contrary to AML procedures. This is not accurate. The alternative withdrawal option was offered only as a practical solution after the original payment route failed due to a payment provider limitation. At no point did we suggest paying the funds to an unverified third party or to a payment method that did not belong to the player.

At this moment in time we have nothing further to add, as we have explained this matter to the player numerous times and offered our apologies for the inconvenience.

I have attached screenshots of the failed withdrawal reason, the time it was requested and time when it was processed(and failed). After that he requested another withdrawal which was cancelled by him (Recalled).

Another screenshot where our team then identified this within 1 hour and informed the player.

Hello everyone,

thank you, Platincasino, for the detailed clarification, the timeline explanation, and the supporting evidence provided privately. I appreciate the additional context regarding the failed transaction, the payment provider limitation, and the communication that followed shortly afterward.

Dear Mb161088,

after reviewing the information and the evidence shared by the casino, I must admit that the situation unfortunately does not look very favorable from your side. Based on the available records, it appears that the withdrawal attempt was indeed rejected on the payment-provider side rather than manually blocked by the casino, and that the balance was returned back to your casino account shortly afterward. The casino also seems to have contacted you relatively quickly with an alternative withdrawal option before the funds were later lost through gameplay.

That said, I completely understand why the whole situation felt frustrating and disappointing from your perspective, especially as a long-term customer who had previously used the same withdrawal method successfully.

Dear Platincasino,

while I understand your current position regarding the disputed balance, I would still like to kindly ask whether there might be any possibility of offering the player at least some form of goodwill compensation or gesture, considering the inconvenience caused and the player’s long-standing history with the casino.

Even though the failed transaction itself may have originated from the provider side, the overall experience clearly created confusion and frustration for the player, so perhaps there is still room for some customer-friendly resolution here.

I will now wait for your reply.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mb161088,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel