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I had requested a payout of 350 euros, but it never arrived even though it was marked as approved.

I also requested another withdrawal, which was approved after a few hours. Then, two days later, the casino itself canceled it, according to support, and I had €150 in my player account. I then requested this payment again, and it's already marked as approved, but no funds have been received. Previously, all my withdrawals arrived via instant bank transfer. The last three withdrawals have been a complete disaster. Support said there were technical problems with many withdrawals, but why don't they just re-enter them? They can see if there was a withdrawal that wasn't reversed.

I deposited as usual without any bonuses, I've been fully verified there for ages, but the last 3 withdrawals raise many questions and make you wonder if what they're doing there is still legitimate.

Hatte eine Auszahlung über 350 Euro angefordert, diese kam jedoch nie bei mir obwohl diese als genehmigt hinterlegt war.

Hatte ebenfalls eine erneute Auszahlung angefordert diese wurde nach wenigen Stunden genehmigt, wurde dann nach 2 Tagen vom Casino selbst wie der Support sagt storniert und ich hatte die 150 EUR auf meinem Spielerkonto. Hatte diese Zahlung dann erneut angefordert ist auch bereits als Genehmigt hinterlegt aber kein Geldeingang ersichtlich. Früher kamen alle Auszahlungen bei mir per Sofortüberweisung an die letzten 3 Auszahlungen waren eine reine Katastrophe der Support meinte dass es technische Probleme gab mit vielen Auszahlungen aber wieso legen Sie die dann nicht erneut an die sehen ja ob es einen Geldausgang gab der nicht wieder zurück gebucht wurde.

Hatte wie immer eingezahlt ohne irgendwelche Bonis, bin seit Ewigkeiten dort vollständig verifiziert aber die letzten 3 Auszahlungen werfen viele fragen auf und lassen einen grübeln ob das ganze noch legitim ist was die dort machen.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Platincasino.

Please allow me to ask you a few questions so I can better understand the situation.

• When was the last time your payouts were successful?
• Do I understand correctly that you wish to withdraw the entire amount of your winnings from your player's account, totaling 500€?
• Could you please share with me your communication with the casino regarding the issue, citing technical issues? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

The last few payouts have always caused problems.

They said the money had been transferred, I said there had been no payment received.

I have been fully authenticated there for several years.

I made a withdrawal of €350 at the end of April and another of €150. Both times I received the same response: please wait 5 business days (previously the money arrived immediately after approval as an instant transfer, but not this time, which is why I knew something was strange about the whole thing).

Then they wanted screenshots over periods of time, some lasting several weeks. I took some of them, but I partially blacked them out because I don't want to reveal all the information.

However, only the outgoing amount was redacted; no incoming payments or anything else was included. I've attached images, and now they're saying I'm not allowed to redact or censor them, even though the redacted information reveals 0% of the actual withdrawal. I will send you the redacted bank statements directly via email as mentioned above.

I don't understand what else they need from me; in the end, they'll get 10,000 things. I don't have the money in my account, but presumably back in the player's account, and I have the same problem all over again.

The biggest problem is that I always have to wait forever for bank statements because my bank doesn't issue them early, not even for a certain fee.

Accordingly, I won the last €150 at the end of May, and due to approval and bank working days, the date for proof falls into June. However, I will only receive the June 2026 statements from July 1st, 2026 onwards, but that's not a problem; I can also provide proof of those later.

But first I want to get the €350 sorted out; it's driving me crazy because I have to prove everything and they don't feel any responsibility at all.

Another important point to mention is that I initially sent them screenshots, then after two days they said we needed a PDF file. Censorship wasn't mentioned at all. I sent everything, and a day later they said it now needs to be uncensored…

Send the screenshots via email.

Die letzten Auszahlungen haben immer Probleme gemacht.

die meinten das Geld wurde überwiesen, ich meinte es gab keinen Geldeingang bei mir.

bin seit mehreren Jahren dort vollständig authentifiziert.

habe nun eine Auszahlung über 350€ getätigt Ende April und eine erneute über 150€. Beides Mal die selbe Antwort warten sie 5 Bankarbeitstage (davor kam das Geld direkt nach der Genehmigung als Sofortüberweisung dieses Mal aber nicht deshalb wusste ich etwas ist komisch bei der ganzen Sache).

Dann wollten die Screenshots über Zeiträume teilweise mehrere Wochen habe ich gemacht diese aber teilweise geschwärzt da ich nicht alle Infos preisgeben möchte.

aber geschwärzt wurde nur die Summe die rausging also kein Geldeingang oder sonstiges füge Bilder mit ein jetzt meinen die ich darf es nicht schwärzen oder zensieren obwohl das zensierte 0% über die getätigt Auszahlung preisgibt. Ich werde Ihnen die Zensierten Kontoauszüge zuschicken per Email direkt wie oben erwähnt.

verstehe nicht was die noch von mir benötigen, am Ende bekommen die 10000 Sachen ich habe das Geld nicht auf meinem Konto sondern vermutlich wieder auf Dem spielerkonto und habe das Problem wieder von vorne.

Das größte Problem ist das ich immer ewig auf Kontoauszüge warten muss da meine Bank keine vorzeitigen erstellt nichtmal gegen eine. Bestimmten Preis.

dementsprechend habe ich die letzten 150€ Ende Mai gewonnen und zwecks der Genehmigung + Bankarbeitstage fällt das Datum zum nachweisen in den Juni rein die Juni 2026 Auszüge erhalte ich aber erst ab 1 Juli 2026 das ist aber kein Problem die kann ich ebenfalls noch nachweisen im nachgang.

Jetzt möchte ich aber erstmal die 350€ geklärt haben, das raubt mir jeden Nerv den ich besitze weil ich alles nachweisen muss und die sich 0 dafür verantwortlich fühlen.

Was auch noch wichtig zu erwähnen wäre, ich habe denen erst Screenshots zugeschickt, nach 2 Tagen meinten die wir brauchen eine PDF Datei Zensierung wurde 0 erwähnt, alles zugeschickt 1 Tag später sagen die jetzt ohne Zensierung…..

schicke die Screens per Mail zu

I've now sent them my uncensored bank statements, despite feeling uneasy about it. I'm curious to see what excuse they'll come up with. I can't provide the statements for the €150 payout until July 1st, as they're only available then for June 2026.

I'm curious to see what happens, I can already see it coming. According to many reports on the internet, the money that has arrived then strangely ends up back in the player's account, and I then withdraw it again and everything starts all over again like in a bad horror movie…

Habe denen jetzt mit Unwohl sein die Kontoauszüge komplett ohne Zensur zugeschickt bin gespannt was jetzt als Ausrede kommt. Die Kontoauszüge für die 150€ Auszahlung kann ich erst am 01.07 bereitstellen da diese erst dort für den Juni 2026 bereitgestellt werden.

bin gespannt was passiert sehe es schon kommen laut vieler Berichte im Internet landet das Geld welches angekommen ist dann komischerweise auf dem Spielerkonto wieder und ich zahle es dann erneut aus und alles fängt von vorne an wie in einem schlechten Horrorfilm…

Thanks for the update.

Has the casino accepted the bank statement you submitted?

Was your payout request processed as a result?

Please let me know.

Hi, I haven't received any response from the casino yet; I've been waiting for a reply for 4 working days now.

I'm increasingly reading online that many people are having problems with withdrawals, and that these withdrawals end up back in their player account instead of being credited to their bank account.

desired account and the whole thing starts all over again…

Servus habe bisher keinerlei Antwort vom Casino erhalten, warte aktuell seit 4 Arbeitstagen auf eine Rückmeldung.

Im Internet lese ich immer öfters das viele Leute Probleme mit Auszahlungen haben und diese dann auf dem Spielerkonto wieder landen statt auf dem

gewünschten Konto und das ganze von vorne wieder losgeht…..

It's been 7 days now without a response. Yesterday, after 6 working days without a reply, I contacted support, and they said, "Yes, yes, someone will get back to you." That's all they could say. It's really starting to get very, very sad how long-term players are treated. That was definitely my last deposit there...

Mittlerweile seit 7 Tagen keine Antwort, hatte gestern also nach 6 Arbeistagen ohne Antwort dem Support geschrieben die meinten jaja es meldet sich jemand bei Ihnen mehr können die nicht sagen, langsam ist das wirklich sehr sehr traurig wie mit langjährigen Spieler umgegangen wird. War dort definitiv meine letzte Einzahlung….

It has now been 12 days since Platincasino received all my PDF files.

No answer - an absolute disaster in that regard.

I contacted support once 5 days ago, but of course, they just gave me the runaround. Since then, I haven't made any further attempts to contact them again, as that would be a complete waste of time. I urgently need a solution. The payout was approved on March 27th or 28th, and so far, there's been absolutely no understanding or goodwill gesture – 3 months is an awfully long time…

mittlerweile sind es schon 12 Tage die Platincasino meine kompletten pdf Dateien hat.

keine Antwort - absolute Katastrophe was das angeht.

habe vor 5 Tagen 1x dem Support geschrieben man wurde natürlich nur vertröstet seitdem keinerlei weitere Versuche gestartet den Support erneut zu kontaktieren wäre nämlich maximal verschwende Lebenszeit. Ich brauche langsam Lösungen die Auszahlung wurde am 27.3 oder 28.3 genehmigt und bisher keinerlei Verständnis oder Kulanz - 3 Monate ist verdammt viel Zeit……

Dear Am4zE,

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, Stefan (stefan.m@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,

Tomas

Okay, thank you so much for your efforts - this is starting to feel like a bad nightmare I can't wake up from 🙁…….

Okay vielen Lieben Dank für eure Mühen - das wirkt langsam wie ein schlechter Albtraum von dem ich nicht mehr aufwache 🙁…….

Today marks the 11th working day that I have not received a reply, which is very, very unusual. I sent the supporting documents on June 4th, 2026…

Wir schreiben heute den 11 Arbeitstag an denen ich noch keine Antwort erhalten habe was sehr sehr ungewöhnlich ist habe die Nachweise am 4.6.26 verschickt…

Dear Am4zE,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Platincasino to join this conversation and assist in addressing the complaint.

Dear Platincasino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Thank you so much, Stefan, for your efforts to help me. I'm curious to see what comes of it, because the casino hasn't contacted me at all since I submitted my bank statements. Everything seems very suspicious. I never had any problems there before, but since the last two withdrawals failed, I have a very bad feeling, to put it mildly...

Vielen Dank Stefan für deine Mühe mir helfen zu wollen, bin gespannt was dabei rumkommt das Casino meldet sich nämlich gar nicht mehr bei mir seit meiner Einreichung der Kontoauszüge wirkt alles sehr sehr dubios, hatte dort nie Probleme aber seit der letzten 2 Auszahlungen die nicht geklappt haben ein sehr schlechtes Bauchgefühl um es nett auszudrücken…..

Dear Casino Guru Team,

Dear Am4zE,

We have reviewed the player's case and would like to provide the following clarification.

The withdrawal of €350 was requested on 27 April 2026 at 01:31:28 and approved by our team on 28 April 2026 at 03:46:21. According to our back-office records, the transaction was processed successfully.

Regarding the €150 withdrawal, this transaction was cancelled because the winnings had been generated using a newly added payment method. In accordance with our payment processing procedures, the withdrawal could not be completed through the originally selected method.

After further investigation, we can confirm that both transactions (€350 and €150) were returned by the player's bank. Unfortunately, the bank did not provide any details regarding the reason for the rejection.

As a result, the total amount of €500 has been returned to the player's casino balance and is currently available in the player's account. We recommend that the player submits a new withdrawal request using an alternative bank account or a different payment method.

We remain available should any additional information be required.

Kind regards,

Platin Casino Support

Good day,

I have now initiated the payout again and hope that it works this time, as I can only select bank there since I don't have any other payout options.

This time I selected bank transfer and hope it works now. However, I still find it disappointing that the €350 that was paid out at the end of April 2026 wasn't back in my player account much sooner after all the back and forth, especially after I had asked at least 6-7 times...

Schöne Guten Tag,

habe die Auszahlung nun erneut angewiesen und hoffe dass es diesmal klappt, kann dort nämlich nur Bank auswählen da ich andere Auszahlungsmöglichkeiten nicht besitze.

Habe diesmal Bank wire ausgewählt und hoffe dass es nun klappt. Finde es aber dennoch schade dass die 350€ die Ende 04/2026 ausgezahlt worden sind nach ewigem Hin und Her nicht schon viel früher wieder auf meinem Spielerkonto waren nachdem ich min 6-7x gefragt hatte…..

Dear Am4zE,

Thank you for letting us know.

Could you please inform us once the payment has arrived in your bank account? This will help us confirm that the matter has been successfully resolved.

I look forward to your response.

I have now requested a withdrawal twice, and both times it was rejected. The reason given was: We would like to inform you that your last withdrawal request was rejected due to a processing error. Please submit a new withdrawal request using a different payment method to receive your payment as soon as possible.

I selected two payout methods: one via bank transfer and one via instant bank transfer, at least that's what it says on the icons.

I've now withdrawn the money for the third time using a different bank option available there; I'm curious to see if it will be rejected again in 24 hours or if it will finally work.

Habe nun 2x die Auszahlung angefordert und diese wurde 2x abgelehnt Begründung: Wir möchten dich informieren, dass deine letzte Auszahlungsanforderung aufgrund eines Verarbeitungsfehlers abgelehnt wurde. Bitte stelle eine neue Auszahlungsanforderung mit einer anderen Zahlungsmethode, um deine Auszahlung so schnell wie möglich zu erhalten.

Habe zwei Auszahlungsmethoden ausgewählt einmal wire Bank und einmal Sofortüberweisung so steht es zumindestens auf den icons drauf.

habe nun zum 3x über eine andere dort verfügbare bankoption das Geld Ausgezahlt, bin gespannt ob es in 24std wieder abgelehnt wird oder endlich klappt

Dear Am4zE,

Thank you for your response and the information provided.

Please keep us updated regarding any developments and let us know whether the latest withdrawal request is processed successfully or rejected again. This information will help us assess the situation and determine the appropriate next steps if necessary.

I look forward to your response.

So my withdrawal has now been rejected for the third time to my bank account, always with the same reason. I don't know what else I can do.

Also meine Auszahlung wurde nun zum 3x auf mein Bankkonto abgelehnt immer mit der selben Begründung ich weiß nicht was ich noch machen könnte

Support told me to request it again, which I've now done for the fourth time in four days. I'm curious to see what happens. Otherwise, they'll have to send me the money some other way, PayPal or something else, I don't know, nothing seems to work.

I also didn't receive any email or other message from my bank stating that the payments were rejected for any reason.

Support meinte ich soll es nochmals anfragen was ich nun zum 4x in 4 Tagen gemacht habe ich bin gespannt was da passiert. Ansonsten müssen die mir das Geld anderweitig zukommen lassen Paypal oder sonst was keine Ahnung klappt ja scheinbar nichts.

Habe auch keine Email oder sonstige Nachricht von meiner Bank bekommen dass die Zahlungen abgelehnt haben aus irgendwelchen Gründen

Dear Am4zE,

Thank you for your response.

Since the casino claims that the withdrawals were returned by your bank, while you have not received any notification regarding rejected incoming payments, could you please contact your bank and ask whether they can confirm if any incoming transfers from the casino or its payment provider were rejected?

If possible, please also ask whether they can provide the reason for any such rejection or confirm that no attempted transfers were received on their side.

This information may help us clarify where the issue is occurring and how it can be resolved.

I look forward to your response.

I called my bank, but there was no incoming payment, so nothing could be ignored, canceled, or rejected.

habe bei meiner Bank angerufen, es gibt dort keine Geldeingang dadurch konnte auch nichts ignoriert oder storniert oder abgelehnt werden.

I have since made another withdrawal in the hope that it will work with Wire Bank (see screenshot). Either it will work soon because the process wasn't immediately rejected but is "in progress," or it's because it's the weekend.

Habe mittlerweile nochmals ausgezahlt in der Hoffnung das es klappt mit Wire Bank siehe Screenshot entweder es klappt bald weil der Vorgang nicht direkt abgelehnt wurde sondern „im Gange" ist oder es liegt daran das Wochenende ist.

Thank you for your response and the update.

Hopefully, the withdrawal will be processed successfully this time. Could you please let me know whether it goes through once the status is updated?

I look forward to your response.

Hallelujah, the money has just arrived! Thank you so much for your effort and patience; I should thank myself too, considering all the stress.

I wish you all the very best in this world and good health ❤

halleluja das Geld ist soeben eingegangen. Vielen Dank für eure Mühe und Geduld, ich müsste mir selbst auch Danken bei all dem Stress.

ich wünsche euch alles erdenklich Gute auf dieser Welt und viel Gesundheit ❤

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

Dear Am4zE,

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,

Stefan