Platinum Play Casino - Giving me runaround for my withdrawal amount $400

RESOLVED
ana7 Bangladesh
posted on September 30, 2015.

On 25th September I had deposited $20 and claimed their 100% match bonus. I played several slots and had fun obviously. Fortunately, I had managed to withdraw $430 and had uploaded my documents with casino software. On 28th September Monday I went to live chat and had asked support member "Lana" about the progress my withdrawals $430. After that she had confirmed me that my documents had been accepted and my withdrawals $430 would be process that day (Monday),if not then Tuesday. However, they did not process my withdrawals on Monday, not even on Tuesday though I had waited whole day to see my winnings into my e-wallet. At evening on Tuesday I went to live chat and asked support member the reason why they didn't process my withdrawals $430 but they were unable to give me right reason and asked me to wait for their review more which they promised to send me a answer within next 24 hours but that never happened. They are now ofcourse runaround to process my withdrawals. Today I again went to live chat and got "Garrard" to ask the progressing my withdrawals but he was talking like they have no intention to process my withdrawals and again he asked me to wait another 24 hours. In the mean time he asked me if I wand to reverse back some of my withdrawals amount and continue to play their. So,I had reversed back $30 and lost within some minutes. Now I have $400 withdrawal request their which showing "Work in progress" but not even processed today also. I have taken some screenshots as evidences that they are very lazy to process my withdraw request $400 only now. Could you help me to get my winnings please? Thank you.

posted on October 1, 2015.

Hi Ana7

I will look into this immediately and get back to you as soon as possible.

Regards

Wim
Fortune lounge

posted on October 1, 2015.

Hi Ana7

I have looked at your account and noticed that you are sharing certain identifiers with 2 other players. In order to verify you and the other players we requested documents to be returned to us, including utility bills.

Only you and one of the other players returned the requested documentation and we found that you submitted an utility bill that was clearly tampered with.

Unfortunately, according to our Terms and Conditions, your withdrawal has been confiscated and your account has been locked and will remain as such.

Regards

Wim
Fortune Lounge

ana7 Bangladesh
posted on October 1, 2015.

Hello Wim,

I having shocked after reading your reply! How come you say that my utility bill was clearly tampered? I am playing into so many casinos and had received winnings after submitted same documents without any single trouble. The scan copy of my utility bill I had uploaded was as same as I got scan copy from the shop. Last 2 months I am getting withdrawals from so many casinos after sending my same utility bill. I see also you have mentioned that you found sharing certain identifiers with 2 other players which is absolutely incorrect. I don't know anybody play into online casinos. So,how come I can share with other players? Please don't play with me now when I have pending withdrawal request amount $400. Without doubt I can send my photos holding my ID and the utility bill to clear your doubt. You are now making different stories not to pay my legit winning amount $400. Importantly I can say, you found that I got my own MAC & IP which are unique. So, please don't make stories not to pay my winnings which I gained from your casino after deposit my own money. After couple of days of my withdrawal request and uploaded my documents, I had come to live chat then support agent "Lana" told me that my documents have been accepted (prove attached). So, I would get my winnings within by next day. Even just before submission my reply to this forum I went to live chat and had discussed with "Melessa" who ensured me that I will get feedback tomorrow about investigation. But you replied advance false stories which are surely just conspiracy. I seek help from askgamblers,if they want my both same documents (including any other docs they need) to send them for review my issue. My winnings $400 is legit and fair according to casino's T&C which I gained after claimed deposit match bonus. Now I am looking forward for the genuine feedback.

Regards,

Ana

posted on October 2, 2015.

Hi Ana

I have submitted the proof to the forum moderators and await their reply.

Regards

Wim
Fortune Lounge

ana7 Bangladesh
posted on October 3, 2015.

Hello Askgamblers,

Casino has failure to send me any feedback from their side. Support team members telling different stories every single day so far. So my only one hope to get justice about to receive my legit winnings $400 which definitely I gained after I had deposited their. I can announce my documents I had sent were genuine and if need anymore docs then I am happy to send any doc. I can send my photo holding ID, bank statement. I don't understand how come they say my utility bill was tampered where I just scanned from the shop and put in to my Laptop if any casino ask to send then I send this same utility and received any winnings without any single trouble. I have more proves they did not have any intention to send my winnings though "Lana" promised me they will send my winnings but they failed.

So,I request you please review my docs carefully and take the honest decision. If you need any doc from my send then please ask me into email,I will send you all right away.I have seen numerous complaint against Platinum Casino and has very bad reputations when they deal with payout. I have noticed that already they got poor ranking into several forums and ofcourse into askgamblers forum too.
They take deposits instantly but does not process winnings! How come they still exist into moderate forum, I don't understand. Now I am waiting for your feedback.

Regards,

Ana

AskGamblers
posted on October 6, 2015.

Based on evidence that we received from a casino management our conclusion is that player breached casino's terms and conditions #1.3.1. Also player didn't received his/hers deposit back upon rules #1.4.1.1. and 1.4.1.4.2
We consider this complaint resolved and officially closed.