Hello, I requested a bitcoin payout with platinum reels on April 22. They approved my documents but didn't proceed with the payout. When I asked what the issue was they told me that there was an unscheduled bitcoin maintenance that was taking place and that they didn't know when the issue would be resolved. Around 5/3 they proceed to make adjustments with my payout. I contacted support and they told me that the issue has been resolved and I would be paid out. As of last week I still was not paid out. The rep then told me that I would be receiving my payout the next day. That never happened. I just contacted support again (with multiple times in between) and now they are claiming that there is an issue with their processors.

Dear lindarosev,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Could you please advise if your account has been fully verified?
• Have you successfully withdrawn from the casino in the past?
• Is the withdrawal you requested still pending in your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

yes, fully verified. no successful withdrawal. withdrawal still pending.

Before we contact the casino, please share any relevant communication you had with the casino support regarding the issue. I'll wait for your reply. My email is [email protected]

its all been within chat. i've stated all the relevant information above.

Thank you very much, lindarosev, for providing the necessary information. I will now transfer your complaint to my colleague Romana ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear lindarosev,

My name is Romi, and I will be assisting you in solving this case. May I ask if you still haven't received the payment, please?

I would like to invite Platinum Reels Online Casino representative to join this conversation. 

Dear Platinum Reels Online Casino, could you please provide more information about this case?

Can you please confirm that the payment was processed from your side? If so, can you please furnish us with the transaction hash to review the transaction in the blockchain explorer?

Looking forward to your reply.

They just finally sent the payout over this morning. Thank you for all of your help.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, lindarosev, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Romi