Platincasino - Η ανάληψη του παίκτη καθυστέρησε.

I withdrew €400 on May 28th. I was repeatedly put off, then it was marked as paid out on June 1st. Since then, there's been no progress, inadequate answers, and no information about the transaction number or payment provider. The payment definitely wasn't processed; it usually arrives within seconds, and support is blatantly lying. Now I'm supposed to wait until June 7th, submit bank statements, wait another 7 days to see if the money is returned to my player account, and then, like so many others, apparently never receive the money. They also wanted my credit card details.

Ich habe am 28.05 400€ ausgezahlt. Wurde mehrfach vertröstet, dann wurde es am 01.06 als ausgezahlt markiert. Seit dem kein Fortschritt, unzureichende Antworten, keine Informationen über transaktionsnummer oder Zahlungsanbieter. Die Zahlung wurde definitiv nicht ausgeführt, war sonst immer innerhalb von Sekunden da und der Support lügt einen dreist an. Soll nun wieder bis zum 7.06 warten, dann Kontoauszüge einreichen, nochmal 7 tage warten ob das geld zurück aufs Spielerkonto kommt um dann offensichtlich wie ganz viele andere niemals das geld ausgezahlt zu bekommen. Meine Kreditkartendaten wollten sie auch haben

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Anli,

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

Everything is verified and there are no issues. Standard bank transfers no longer take longer than two days these days.

Es ist alles verifiziert und es gibt keine Beanstandungen. Keine Standard Überweisung dauert heutzutage noch länger als 2 Tage.

The money didn't arrive; I was supposed to send proof via email, which suddenly stopped arriving. Both with [email protected] as well as at [email protected] They claimed they hadn't received anything, even though I sent six emails, including from other email addresses.

I've uploaded it to my customer account, but it's not being processed. The payment seems to have disappeared? I want my money back.

Das Geld kam nicht an, sollte nachweise per Email senden die aufeinmal nicht mehr ankamen. Sowohl bei [email protected] als auch bei [email protected] wäre angeblich nichts eingegangen, habe 6 Mails geschrieben. Auch von anderen email Adressen.

Jetzt habe ich es im kundenkonto hochgeladen, wird nicht bearbeitet. Zahlung offenbar verschwunden? Ich möchte mein geld haben.

Status: Account verification is 100% successful. Problem: A withdrawal of €400 has been delayed for days/weeks without explanation, but is still shown as confirmed. The withdrawal has been pending since May 28th.

Chat behavior: The support team only uses standard phrases in the chat ("Please be patient") and refuses to provide specific information.

I set deadlines, they are ignored. Bank statements, they are ignored. Emails, they are ignored.

Status: Konto ist zu 100 % erfolgreich verifiziert.Problem: Auszahlung von 400 Euro wird seit Tagen/Wochen ohne Nennung von Gründen verzögert aber längst als bestätigt angezeigt. Seit dem 28.05 in Auszahlung.

Chat-Verhalten: Der Support vertröstet im Chat nur mit Standardfloskeln ("Bitte gedulden Sie sich") und verweigert konkrete Auskünfte.

Habe fristen gesetzt, werden ignoriert. Kontoauszüge, werden ignoriert. Emails werden ignoriert.

Dear Anli,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Anli,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru