Complaint #3 Platinum Play Casino

Haven't received my withdrawal - 3 weeks chasing Platinum Play Casino

By tomo88

12 years ago

Message on forum

I did a simple withdrawal of my winnings from my account. The casino had all the requirements needed to make this payment to me and it would take up to 10 working days, which I think is too long anyway. I called them and I was gaureented a specfic date that the funds will be in there and the story got changed everyday. I was told it was finalized and processed on the 18th of July and that the money is in my VISA account and that I should have received it but I didn't. I started to chase this up with them. They gave me an "ARN" tracking number to provide to my bank. My bank has heard of no such thing and there are no funds waiting to be cleared to me at all.

They couldn't give me any answers. Its been 3 weeks now and I have spoken to so many people at the support team that seem to have no idea of how to handle this. Everything I say they have a quick responses that just end up frustrating you, there is no way of getting through to them. So finally they still think they can get this withdrawal to me but are asking me for more documentation that is not even needed or heard of. They even laugh at the situation. I have done everything they have asked and its all seems too much for a simple banking transaction. They aren't doing anything on their side to clear this up for me.

Disputed Casino Platinum Play Casino

Reason Delayed payment

Discussion

Platinum Play Casino

• Representative

13 years ago

Although I have not received the details from the player, we managed to establish the identity of the player as this was a very unique situation.

The withdrawal was indeed processed to his VISA card on 17 July. The player contacted us on several occasions to inform us he had not received the funds even though we received confirmation from the processor that the funds had been processed successfully. We supplied him with an ARN (Acquirer Reference Number) so his bank could trace the funds and he insisted that his bank did not know what an ARN number was (which is highly improbable). We then requested certain information from him which he needed to get from his bank. This information was requested from us by VISA in order to investigate the issue. He, however, refused to get us the information and kept on offering excuses that his bank would not provide us with the information.

All we required was an official confirmation from the bank that they have checked the account and that the funds could not be traced through the ARN number.

Due to the lack of co-operation from the player we were unable to pursue this matter further and we provided him with an official letter from our processors that confirmed that the funds had been deposited into his VISA card account.

The player, since, charged back his purchase.

Having received no evidence to the contrary and with the player refusing to contact us, we are still convinced that player had indeed been paid.

I have also checked all recorded calls we had with this player and, at no stage, was anyone "laughing" at him. This was a serious matter.

The player's account has since been locked and will remain so for receiving a substantial withdrawal and for then charging back his deposits.

Wim

VP Operations

Fortune Lounge

Platinum Play Casino

• Representative

13 years ago

Please forward your account / e-mail details to vpops@fortunelounge.com so I can investigate.

Regards

Wim

VP Operations

Fortune Lounge

Platinum Play Casino Complaint Stats

Resolved 10 / 23

Avg. Amount $1,113

Avg. Complaint Duration 9 days

Avg. Response Time 3 days

Platinum Play Casino Complaints

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Evolution Software Glitch, Casino Not Investigating Properly

Was playing monopoly pive run through evolution gaming. Betting consistently 20 on 4 rolls nothing went wrong. All of a sudden when they hit and it was a 620x payout it didn't pay.

I contacted evolution live chat who said I placed the bet. They wouldn't share any further details but said reporr will go to PP.

I emailed PP for several days. They at one point lied and said they were waiting for the report from evolution. Evolution said they had it days ago. They wouldn't share the report or details but to say all they were told was there was a glitch with evolution software and the bet didn't count.

I asked them to make inquiries with evolution about that glitch and why they told me it was counted if it didn't. They refused to investigate the discrepancy despite my repeated requests.

They have said that's all we were told. Evoltuion gaming won't tell me more because they say it all goes to the casino.

In the end I lost out on 12,000 with no explanation.

I don't trust that either of them have been transparent, honest, or diligent in reporting the information to me.

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$12,400

Unresponsive and holding my payment

It has been 3 weeks since I have won $550. I submitted all the released documents within the first few days of my withdrawal request. After 5 days when I did not hear anything from the support team I emailed to get an update. 2 days later I got a reply that I need to submit all the documents I already have sent. I resend the same and waited as I was told the operations will take 48hours to review so I waited again. 4 days later I checked again and than I'm told that one of the documents have not been approved as it needs to be within the 3months period. No1 bothered to email me prior to my email. So I send in the recent utility bill . I was asked again to wait 48hours. I did so and than emailed again asking when my payments are getting are released only to hear that they are still waiting for the recent utility bill. I always replied to the emails that was sent still the customer service team are so neglecting and irresponsible. I have to forward the same emails over and over. The last email I got back was 3 DAYS AGO stating that the utility bill have been approved. I have since asked about the release of my payment and have not been replied to. I am sick of emailing the support team. They are just mucking me around and I believe they have to intention of paying me out.

Unresolved

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Unfair confiscation of 37K+ SEK and no answers for 6 months

Hi,

I have a complaint regarding Platinum Play Casino (platinumplaycasino.com).

I made 3 depostis of 2000 SEK (roughly 200 EUR) and won some money on the third attempt. First they raised the turnover from 100.000 to 300.000 for no apparant reason. When I reached the 100.000 limit I had about 25.000 SEK and they told me i had to play for another 200.000. Thought it was weird, but kept on playing. I was fortunate enough to win even more and had 43.873 SEK when I reached the new limit of 300.000. I gave them every document they asked for regarding verification and made a withrawal of the total amount.

The next day they told me that they were going to pay out the 6000 SEK i had deposited. The day after that I tried to login but couldn’t. Their support in the online chat told me that my account was deleted and I would get all my deposits back. When I asked about why I only got 6.000 out of 43.873, they told me that the decision was made by a manager and that they couldn’t answer any more questions. I asked if could speak to a manager by chat or telephone, but I was told that it was impossible.

I still havent gotten any answers and I want my money.

Best regards,

Jimmy

Unresolved

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Unjustified decision by Operations Team to close my account and confiscate balance

I opened an a account with Platinum Play on 29th of July. I made a first deposit of 300 euros which I lost. I made a second deposit of 60 euros and was lucky to win a little bit so I requested a withdrawal of 300 euros the same day. Two days later (31st of July) I received an email asking to send ID and Utility Bill, which I did. However, I did not here from Platinum Play back so I decided to log in to my account on August 6th and check the status of my withdrawal. I was unable to log in therefore I contacted live chat, who told me that the Operations Team decided to close my account. They did not explain me anything more. I just asked what about my money and received this reply: Giedre as per our Operations Team your withdrawal has been confiscated. I have no further information regarding this. I cannot tell anything more about this case cause that is all information I got from them. I have no idea why they behave in such a way. I haven't done anything wrong.

Unresolved

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Platinum Play Casino -Took the winnings and closed my account without explanation

I registered at Platinum Play Casino in mid-July. I received a 100% Welcome Bonus on my first deposit of $35. I've been played at Platinum Play Casino for more than ten days. I played in several Slots and Table Games. As per T&C the max allowed bet with an active bonus is €8. (Clause 5.8.5 The maximum bet while a bonus is actively being played through is €8 per round and 50c per line. Failure to follow this condition may result in forfeiting any winnings.) My max bet was $8 in Table Games and less than 50c per line in Slots. I've read the T&C several times. I'm sure, I haven't broken any other clauses of their T&C. I fulfilled the wagering requirements of the bonus and finished with a balance of $235. I requested the withdrawal. After three days they confiscated the win and blocked my account without explanation.

Unresolved