Complaint #18 Platinum Reels Casino

Not giving me my winnings

By LisaC33

4 years ago

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.

Disputed Casino Platinum Reels Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

4 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Platinum Reels Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

4 years ago

Dear Platinum Reels Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

LisaC33

4 years ago

Hello I know that you have guidelines but I deposited that 30 dollars because my money was getting low and I wanted to continue playing so I worked my way up to $753.00 dollars and I only took out $500.00 dollars and you did not give me my withdrawal and you did not put the $500.00 dollars back in my account either it just disappeared. And that $30.00 dollars you gave me does not make up for the $500.00 dollars.

AskGamblers

• Support Team

4 years ago

Dear @LisaC33,

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 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

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