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Platinum Play Casino - Evolution Software Glitch, Casino Not Investigating Properly

UNRESOLVED
Complaint Info
Disputed casino Platinum Play Casino
Reason Software glitch
Amount $ 12400
Posted on June 8, 2020

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.

Posted on June 11, 2020

On repeated insistence for a copy of the report from evolution gaming, platinum play just provided this:

According to game server logs information, the player attempted to participate in the below-detailed round of MONOPOLY Live game which were held on 2020-06-01. However, the player's bets were not processed due to the temporary system malfunction on the Evolution Gaming's side during the rounds. 
Worth mentioning that no transaction has issued due to this failed bet attempts. 

 Game details and potential outcomes of the rounds below:

Table 

Game ID

Timestamp

Game outcome

Device

Wager

Potential payout

Player's potential net win/loss


MONOPOLY Live

161447­d04­e5c­90f­59c­73454b

2020-06-01 01:38:48 UTC

4 rolls
620x

MobilePhones

 CAD 40.00

 CAD 12,420.00

 CAD 12,420.00

Please note that our Development Engineers are currently working on a permanent fix which will help to avoid similar inconveniences in the future.


I've asked PP why the evolution told me the bet was placed, what the software issue was, and to follow up further with evolution. It has been a frustrating journey for 10 days now.

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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