Complaint #3 Platinum Reels Casino

Delayed payment, lack of info

By ANTONIO M.

6 years ago

Message on forum

Hi.
I want to file a claim against platinum reels casino, for the following circumstances and reasons:

The first: Because there is a delay in the payment of earnings in the amount of $ 1,800.

The second: They don't know what license number they are working with and they don't know what regulator they operate with.

As proof of what I am reporting I provide the transcripts of the chats.

I hope that the corresponding legal actions do not have to be initiated, to remedy these inconveniences.

I hope that the platinum reels casino, is up to the occasion and this opportunity offered by mediation ASKgamblers, may arise the resolution of the situation.

Disputed Casino Platinum Reels Casino

Reason Delayed payment

Amount $1800

Discussion

AskGamblers

• Support Team

6 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

JOSAVA2013

• Spain • 3 reviews

6 years ago

Hi ASKgamblers.

I wanted to inform you that this complaint can be closed, thanks to the casino's involvement it has been resolved and today I received my funds.

I appreciate the attention provided by the casino via chat, although here it has not been pronounced, they were attentive with me via chat

also thanks to you ASKgamblers, for the effort you make to help.

a greeting

JOSAVA2013

• Spain • 3 reviews

6 years ago

Dear ASKgamblers.

Every day I connect to the platinum casino chat, to ask for explanations of why if the amount won has been processed, it is not coming to my account.

From the answers obtained, they tell me that there are delays with the processors, but that I don't worry that the money will come to me, BUT THE REALITY IS NOT ARRIVING.

I have asked for some proof that the processor had issued the payment, but it has not been obtained, if it has been obtained that they send me what I attach as a file.

I do not understand very well the situation, of what is happening, I would like someone responsible for the casino, to pronounce in this complaint, and explain to us what is happening with that money. I DON'T WANT TO THINK THAT YOU ARE SUGGESTLY DISAPPEARED,

If you want ASKgamblers, chat conversations are at your disposal.

JOSAVA2013

• Spain • 3 reviews

6 years ago

GOOD MORNING, WE UPDATE WITH THIS CHAT TRANCRIPTION

The following is a record of your online chat.

General Info

Chat start time Wed, 7 Aug 2019 07:24:44 +0200 GMT

Chat end time Wed, 7 Aug 2019 07:45:59 +0200 GMT

Duration (current chatting time) 00:21:14

Operator Cameron

Chat Transcript

Info: Thank you for choosing to chat with us. An agent will be with you shortly.

At the end of this chat, you will have the opportunity to rate your experience with us today. Or simply click the "X" button across the agent's name to complete at any time.

Thank you,

Casino Management

Info: Hi, my name is Cameron. How may I help you today?

< email removed >: Hello good day I wanted to ask you if there is any news on the part of finances in relation to the payment of 1,800 thanks

Info: The chat transcript will be sent to: < email removed > at the end of your chat.

< email removed >: nick account < account removed >

Cameron: One moment please, while I query this for you.

< email removed >: Thank you

Cameron: Thank you for holding. I have been able to look into this and it seems that feedback has not yet been received from our processor regarding your withdrawal. One this I can assure you of is that your funds have been processed to you and you will definitely receive your funds soon. There have just been unexpected delays experienced But your funds will definitely reach you. I do apologize for this delay and inconvenience

< email removed >: I wanted to ask you, if apart from sending the payment to the processors, they have already issued and sent (which I think is where the problem is)

< email removed >: Thank you for the explanation, it is what I fear, to report that this morning they have not come, as soon as I have them I will inform you and we will withdraw the complaint from ASKgamblers updating it as resolved

Cameron: I can say that from our side, we have successfully processed your payment to you. The issue could might as well lie with our processing banks where there might be an unexpected delay due to unforeseen circumstances. I can say that your funds will definitely reach you soon as we have also escalated your issue

< email removed >: f I know and I want to thank the whole team, because I know that you have made a great effort to get involved in solving the problem

< email removed > * if

Cameron: I can assure you that all necessary departments have been working to resolve this and we foresee that this will be resolved very soon and you will receive your funds in no time at all

< email removed >: the only complaint I can have, that the information has sometimes not been accurate and that has caused me to have ever doubted, but as the problem has progressed I have realized that what was said to me was supposedly correct

< email removed >: I know and I know, and again I want to thank you for the involvement of the whole team, I would like this to go ahead and transmit or leave a note please

< email removed >: And what I liked the most, that all parties have been very respectful of each other.

Cameron: We do really appreciate your feedback with regards to this. We do always try our best to provide the most accurate information when requested. This is to ensure that all our players are well taken care off and do have a pleasant experience with us

Cameron: All the relevant departments do work in perfect collaboration with each other to ensure our player's queries are handled most efficiently

< email removed >: some players in this problem would have been very rude and poorly educated and highly aggressive (because of the experience I have)

< email removed >: To wait, I repeat thanks to the whole team especially to james and anne, and to the rest I keep you informed bye and thanks again for the explanation

< email removed >: bye

Cameron: We do thank you for your patience and understanding with regards to the above.

< email removed >: Greetings from Barcelona Spain

Cameron: I will definitely forward your feedback to the relevant parties concerned and we do value you

Cameron: Thank you and take care now

Platinum Reels Casino Complaint Stats

Resolved 7 / 7

Avg. Amount $556

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Platinum Reels Casino Complaints

See all complaints for this casino

Taking too long to receive winnings

Hi, I

sent ID verified 10th October, withdrawal been pending from 6th until yesterday 12th October when I received an email to say it had been cancelled, and when I tried to log into my account I was locked out.

Contacted Chat and they apologized and told me the withdrawal would be processed today the 13th of October.

Nothing has been processed so contacted again and told backlog etc etc will be early next week.

Starting to think I’m not going to get this which is a bit unfair as I’ve done everything I’ve needed to do to verify my account. I hope this might help it be resolved

Resolved

$500

Not giving me my winnings

Hello this is Lisa Carter and i won $753.00 so I tried to take out $500.00 dollars and this was the second withdrawal because i previously withdraw $890.00 dollars. And when I put the paperwork they declined and did not give me back my $500.00 dollars in my account. I called them and asked them to give me back my $500.00 and they said they would not, so I never received my $500.00 withdrawal.

Resolved

No payout in 6 weeks and counting

I have been through all official channels with the live chat and email people to try and resolve this payout. I have sent proof of the acceptance emails in the photos.

I am hoping that you may be able to help me if possible?? The livechat people gave the same script that none have differed from to try and help, there is no way of contacting the accounts team directly so I'm left clueless.

If you require any other information then feel free to contact me.

Resolved

$155

Declined $10,000 payments due to alleged max bet term violation, refusing to provide full gaming logs

I was playing at platinum reels casino using newcomers bonus 1 - 200% bonus and I beleave 25 spins. In the first hour I hit a jackpot on Rudolph's revenge, winning $24,000. Now prior to playing i read the rules this was due to the fact i had list 1500 at another casino for placing. Bet over 10 dollars while using a bonus . I put in for a bitcoin withdrawl of 10000 that is the max at one time and so I keep playing the rest never betting over 10.00 on any game I play to include 21. On Tuesday I received this email and 4 others just like it

Payout Request Declined
Dear Robert McAbee,
We're sorry, but your BTC payout request of $ 2,000.00 USD for Account ID Rbmac69 has been declined.
Auto Split Txn of 10000 USD

We thank you for your continued business and are always available if you should have any questions.

Email: [email protected]
Phone: n/a
- The Staff at Platinum Reels -

38571715 - 1/19/2021 7:37:19 AM

And I started a chat and was told that o had over bet and that voided my winnings, But I know I did not. So I sent this back

I have been declined a withdrawl because I was told I made a bet over 10.00 which is not true I have reviewed what I can . Please review and inform me. And I would like a copy of this. Please advise. I read the rules before playing this is not my first time playing
Thank you..

They replied with

Platinum Reels
Hi Robert

Naomi here from the Platinum Reels Team hoping this email will find you in good health!

I am reaching out to you today regarding your recent withdrawal.

Firstly, I was very impressed while reviewing your account as I see that the reels are really spinning in your favour! As you have recently signed up at the casino, this is really great to see.

However, Robert, while your withdrawal was being audited by our Finance Department, it was noticed that you had won from your deposit which had your welcome bonus attached which was a 200% match bonus up to $500. As per the terms and conditions of this bonus - $10 is the maximum bet size permitted when you have an active welcome bonus. If a bet in excess of $10 is placed, all winnings will be void.

While your withdrawal was being reviewed, it was found that you had placed bets in excess of $10 on your active welcome bonus. Thus, your withdrawal of $10,000 was not approved and removed. However, as an act of good faith, the casino has reimbursed your deposit of $29.78 back into your account.

That being said, we encourage you to read over the terms and conditions of the casino as well as bonuses to avoid the above in the future as we love having you on our reels!

Should you require further, and more prompt assistance, please contact us via Live Chat and we’ll be able to immediately assist you (Click here to chat now). We are available 24/7/365 for your convenience.

Kind Regards,

Naomi

Platinum Reels Online Casino

For 24/7/365 customer support:

Please use the following toll-free telephone lines:

US: 1 866 311 6263

France: 0 800 905 187

UK: 0 800 404 9889

Italy: 800 788 535

Click here to e-mail support

Or instantly chat to one of our customer support agents:
And I replied with the following

prior to playing I read the rules Specifically the Start where it said no more than $10 a Bet, Also
I am extremely aware of this rule because you are not the only casino that has this rule Because less than a month agoI lost 15 hunderd dollars because of this rule. Trust me when I say I know about this rule And I guarantee you and no time did I spend more than $10 drop the entire time I had that money I never spent more than $10 causes extreme paranoia about that happen I knew it from the very beginning so I made sure I didn't do it so please re evaluate this Let me know thank you very much

And they replied back with

Thank you for your recent email.

With regard to your recent email and withdrawal query, we would like to inform you that we have conducted an in depth review on your game play history and can confirm that you have unintentionally placed bets in excess on $10 with your welcome offer active and unfortunately as a result your winnings have been void.

I do encourage you to continue your game play by means of clean deposits as there is no play through or cash out restrictions and most importantly no limit on the value of bets placed.

Please be sure to check out our awesome new promotion exclusive to you – The Platinum Playoffs for a heap of fantastic rewards

Best of luck to you and we hope to see you on our winners list soon!

Thank you for your time and understanding in the above regard. If you have any further queries or concerns, please don’t hesitate to contact us.

Kind Regards,

Jody

Platinum Reels Online Casino

For 24/7/365 customer support:

Please use the following toll-free telephone lines:

US: 1 866 311 6263

And I replied s ponder back with

Cam you please let me know what game I did this . And can I access this bet.

They responded back with

Hi Robert

I trust this email finds you well.

Everyone at Platinum Reels wants to wish you and your family a prosperous New Year.

As per your recent email, please note that from the review of your account, we noticed that you exceed the $10 bet amount while playing on Black Jack and Roulette.

Should you require further, and more prompt assistance, please contact us via Live Chat and we’ll be able to immediately assist you (Click here to chat now). We are available 24/7/365 for your convenience..

Kind Regards,

Aaron

Platinum Reels Online Casino

For 24/7/365 customer support:

Please use the following toll-free telephone lines:

US: 1 866 311 6263

France: 0 800 905 187

UK: 0 800 404 9889

Italy: 800 788 535

I responded back with

Please send me a history of the bets. I have allready gone back as far as I can but it only let's me go back so far. I do not remember ever making a bet of more then 10.00 I can tell you my bets. I didnot play them that much. And send me the history during those appreciate it.

They responded back with and this is where they made the mistake,

Platinum Reels
Hi Robert

Thank you for your recent email.

As per your recent email, please note that I am not permitted to disclose such information to you for safety and security reasons.

However, for your peace of mind I will provide you with the game number which you may use to locate the exact bet on a specific game via your account history.

Game Number: 1135765

$10.5 bet placed on Black jack – 1/16/2021

I do encourage you to review this on your end should you be able to.

Thank you for your time and understanding in the above regard. If you have any further queries or concerns, please don’t hesitate to contact us.

Kind Regards,

Jody

Platinum Reels Online Casino

For 24/7/365 customer support:

Please use the following toll-free telephone lines:

US: 1 866 311 6263

France: 0 800 905 187

UK: 0 800 404 9889

Italy: 800 788 535

Now this can't be true Because there is no point .50 betting on black Jack. That I was playing and They know I can't check it because it only goes back about 25 bets and was Fuller back then that way farturer back then that.
Please let me know if there's anything else you need to get for you immediately very respectfully Robert mcabee

Resolved

Waiting for payment 64 days and counting

Hi, I placed withdrawals at Platinum Reels Casino, one each, October 27, $340 no bonus taken- November 6, $340 no bonus taken- November 8th $360 no bonus taken- November 16 $300 no bonus taken. I called and was told paper work utility bill was not in color, they do not accept black and white. Then a chat was about wire transfer. I sent the same info three different times. They finally accepted that. I called again and was told they would escalate it. Three of these are over 60 days. Can you please help me. Thank You Robert C

Resolved

$1,340

Money still not returned to my account

I won $160 off a free spin coupon at Platinum Reels casino on 3/13/20. The coupon had a max payout of $100. It was approved on 3/16/20. After a month went by with no payout I reached out to the casino on 4/14/20. In trying to figure out why there was still no payment to my bank account I reached out to my bank. When I had filled out the form for withdrawal I had reached out to my online bank for the routing number. Unfortunately, the bank representative gave me an incorrect routing number. I did not find this out until after my withdrawal was approved and sent to the payment processor from the casino. I have reached out multiple times after waiting a month for the payment processor to attempt and fail to send the payment to my bank. I was assured that the payment would be returned from the payment processor back to the casino and into my account. More than two months later the payment has not been returned. All I would want is the payment returned to my casino account since the amount is not large. I've attached screenshots of my account activity over the last 2 months and PDFs of the email correspondence with the casino.

Resolved

$100