Ag Awards

Platinum Play Casino - Withdrawal problems

Complaint Info
Disputed casino Platinum Play Casino
Reason Delayed payment
Posted on May 16, 2014

I withdrew from all four Fortune lounge casinos on July 12th. Due to banking bureaucracy, it is very hard to deposit into Skrill from Guatemala, so I wanted to withdraw inorder to top up my Skrill account.

I got a note telling me they needed verification documents-which they had received in the past. I sent documents and received the following reply-

suppor­[email protected]­asi­nod­

Jul 15 (7 days ago)

to me

Hi Michael,

Thank you for contacting the Platinum Play Support Desk.

Michael I have reviewed your account and can confirm that the verification documents that was requested from you have been received and excepted.

Please take note that we have sent you the funds to your MoneyBookers account and it takes 2 – 4 days to reflect.

Allow me to assure that any inform­ati­on/­doc­uments you send to us will be treated with the strictest confidence and will only be accessible by people with the highest security clearance.

I thank you in advance for your patience and understanding in the matter.

Kind regards


Casino Desk

We promote responsible gaming.

Knowing that I had withdrawals on the way, with a reasonable top up to my Skrill account, I commenced buying continues on a large tournament at another casino, at which I had a great start, and was up on the leader board. I reached the position of tenth, which was worth $250, and was easily within reach of positions which would pay in the thousands.

After buy 45 continues at $2.50 each I went to add to my casino account and found that my Skrill account had no funds.

I had received cash from two of the four accounts I had withdrawn from, but not the other two. I wrote support and complained and was again told they "needed the verification documents that they requested earlier."

After many more emails back and forth, and me sending a copy of the above letter to support once again, they decided that yes, they did have the documents.

I am writing this on the 22. As of this date, I have lost al my continues money on the big tournament, have lost my position on the leader board, lost the momentum I was enjoying in the tourney, and STILL HAVE NOT RECEIVED THE WITHDRAWLS FROM THE LAST TWO CASINOS.

I like the Fortune group better than any other group I have played with, but they had better do something about the lack of internal communication. The finance and credit departments are the same for al the casinos.

Why have I lost my $115 in continues, not to mention any potential winnings? Why am I still waiting on my cash withdrawals?

Posted on July 24, 2013

Dear @Ricochet44,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Platinum Play Casino Complaints

  • 10 of 23 resolved
  • 3 days avg response
  • 1 week avg complaint life
  • 1,113 USD avg amount

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