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Platinum Play - withdrawal problem
Ruling
Resolved - After the security requirements were met Platinum Play paid the player in full.
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Player's Complaint
Hello,
I am having a lot of difficulties in receiving the money I have won on Platinum Play. I have won 750€ on the 16th of August and I made the withdrawal on that same day. I have asked what were the documents needed for the verification and I have been told that I would need to send my ID card and an utility bill, which I sent by e-mail to them. After that I received several e-mails asking for different things each time. First they asked me also the copies of the credit cards that I use (which I could not send as they are prepaid virtual cards, created by my bank) or the bank statement with the details, which I have sent. I also sent my driver's license because I was asked again for an ID card (even though I had sent the ID card on the first e-mail).
Today I tried to check by the chat of the casino what was the situation and now they are asking me again for copies of the credit cards which I cannot provide, even though I have sent the bank statement as they suggested as an alternative to the cards copies.
my account number: [EDIT]
Thank you very much in advance.
All the best
P.S: Please do not publish any confidential information like name, address... Thank you very much
5 Responses
Thank you very much for your time and care.
I hope this can be solved easily soon
Hi blahedfor,
I've just heard back from Platinum Play. They've confirmed that they've received your utility bill and bank statement and that these have passed verification.
The current issue is with your ID card - the image sent hasn't been clear enough to pass verification. What Platinum Play require is for you to take a photo of yourself holding your ID card up next to your face.
Once they've received this they'll be able to process your withdrawal asap.
Thanks for your patience and let me know when you've submitted this so I can confirm that Platinum Play have received it.
ThePOGG
Hi blahedfor,
I've just heard back from Platinum Play and they've confirmed that they've received your documents and you should now be free to withdraw your funds (the withdrawal may already be in process to your Moneybookers account, but double check that).
As to the issue you emailed me about - not being able to log in - this was a temporary setting while your documents were being reviewed and you should be able to log in fine now.
I'm going to hold this complaint open until you confirm that you've received your funds. Let me know when they turn up :)
ThePOGG
blahedfor has confirmed that they have received payment of their full balance. Due to a move of residence to a restricted country, blahedfor's account has been closed, but both parties are happy with the result and we consider this complaint Resolved!!
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Agreement
blahedfor consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
August 24, 2013
Hi blahedfor - thanks for getting in contact!
I'll be happy to email Platinum Play to find out what's going on. I suspect that when the member of the finance team checked your ID the sent the request for extra ID and someone else got it and failed to note it down on your file, so the next agent repeats the cycle, but we'll find out.
One point I would draw attention to - this is Saturday morning and my contact at Platinum Play is not likely to be in the office till Monday, so I probably won't get a response until sometime next week.
ThePOGG
P.S. We don't publish any private information. The only people who can see your complaint right now are you and me. I may give access to a Platinum Play rep if they wish to discuss the issue with you directly. Before the complaint is published (after we've sorted the issue) I go through and remove all personal information (email, username, name etc).