Complaint #7 Platinum Reels Casino

Money still not returned to my account

By Julie D.

6 years ago

Message on forum

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.

Disputed Casino Platinum Reels Casino

Reason Delayed payment

Amount $100

Discussion

AskGamblers

• Support Team

6 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

julieannedrake

• Hawaii

6 years ago

I appreciate what Platinum Reels has done in resolving this issue. It is unfortunate that nothing to this level has happened until I filed this complaint. I have multiple correspondence with the casino stating that they have escalated the complaint, reached out to the payment processor, etc. What I took issue with is nothing changed in the 2 months since the withdrawal request. I readily admitted that my bank had given me the incorrect routing number when I called their customer service (it's an online bank) for the routing number. I wanted to rectify that immediately but was told it was too late and that I'd have to wait for the payment to be rejected by the processor. Two months later still nothing. After multiple emails and one very rude chat session I had with one of their customer service chat reps I had had enough. I was specifically told by Tristan in a chat session that there was no way to communicate with the processor and that I would just have to wait. I found that a little unbelievable. To demonstrate that I readily admitted my fault in providing the incorrect routing number see the email I sent them below:

Julie Drake
Mon, May 18, 1:30 PM (4 days ago)
to Platinum

Aaron,

I've been waiting since 3/16/20 for the withdrawal of $100. I've been in contact with your department for over a month. I realize the payment is at the processor's but they have had it for over two months now. This is more than excessive, especially for such a small amount. I have difficulty believing that your department has no way to correspond with your payment processor. Although it was my bank's error in providing the wrong routing number to me my payment should have been returned to the casino by now. I am therefore going to file a complaint with an online resolution group and hope that they will be able to do what no one seems to be able to do - return the money to my account.

This is very unfortunate because before this I never had an issue with your casino and always considered it to be very transparent and fair.

Julie Drake

I have never had an issue before this with Platinum Reels. I have always found them to operate fairly and above board. My advice would be to educate your chat representatives so they understand more of how the payment processing works and to not further frustrate a player waiting on a withdrawal. The finance team has gone above and beyond at this point to work with me and I appreciate their efforts. Aaron and Jermaine have especially been helpful. I consider this issue closed.

AskGamblers

• Support Team

6 years ago

Dear @julieannedrake,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Platinum Reels Casino

• Representative

6 years ago

Dear Julieanne Drake,

We at Platinum Reels have taken into consideration the inconvenience caused by this matter. We took this matter hands-on and have been ever since the incident occurred. We’ve been in contact with the processor frequently, following up consistently. We haven’t had a preferable response with regards to a timeous effect. We believe that this could have been avoided if the correct details were provided initially and a quicker response from the processor. Platinum Reels want to help and stay on top of this matter as we take the experience of our players mindfully and seriously.

We value you as a player, this being said we hope that the following actions would resolve the matter and that you would find this in in your favor.

Platinum Reels has credited your account with the $100 which you initially tried to withdraw. With this $100, you will be able to either, re-initiate your withdrawal with the correct details or you may choose to use it for more fun at the slots (however, having originated from a free spins coupon, where the max cash out was $100, the max cash out of $100 will still stand in this case as well).

Under these circumstances we wish you the outcome that you were hoping for.

We wish you all the best and Platinum Reels are here for you, we would like to resolve this as soon as possible in order for you to continue a satisfactory gaming experience with us.

Best wishes,
Platinum Reels Team

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

Delayed payment, lack of info

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.

Resolved

$1,800