Complaint #19 Platinum Play Casino

Giving me runaround for my withdrawal amount $400

By ana7

10 years ago

Message on forum

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.

Disputed Casino Platinum Play Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

10 years ago

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.

ana7

• Bangladesh

10 years ago

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

Platinum Play Casino

• Representative

10 years ago

Hi Ana

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

Regards

Wim
Fortune Lounge

ana7

• Bangladesh

10 years ago

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

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

See all complaints for this casino

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.

Unresolved

$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

$560

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

kr37,873

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

€300

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