Beschwerde #20 Platinum Play Casino

Locked account and winnings not paid out

Von ingridalabu

vor 8 Jahren

Hi,

I received an email from Platinum Play on 10th of November:

Unfortunately, irregular activities have been taking place on your Platinum Play (Flash)(Malta) casino account (ingridalabu) and it has been locked.

We are investigating the matter in order to determine if we can unlock the account. If this be possible we will inform you by email. You may receive an email requesting that you send us verification documents.

If you do not hear from us please be aware that we will not be reconsidering the status of your account and it will therefore remain locked.

This decision will only have been made after a thorough investigation has been completed.

If we determine that your account must remain locked any attempted withdrawals will not be processed and balances from winnings will be removed as per our terms and conditions.

Should you need any assistance or additional information we have a 24-hour support team which you are more than welcome to contact.

Regards,

The player security team
Platinum Play (Flash)(Malta)

I contacted the chat, however, I was told they cannot say anything at that moment. I contacted the chat a week later on 17th of November and I was told that my account will remain locked and it is the final decision. I was asking for explanation what I had done wrong that my account was locked but they just kept repeating they could not explain anything.

Before receiving the email that my account is locked (on 10th of November) I requested a withdrawal of 551 euros on 8th of November. So that is the amount they did not pay me and locked my account.

Unseriöses Casino Platinum Play Casino

Grund Kontolöschung

Betrag €551

Diskussion

AskGamblers

• Support Team

vor 8 Jahren

Unfortunately, Platinum Play Casino didn't provide the necessary information to AskGamblers Complaints Team so that the complaint could be adequately reviewed and decided. Obviously, we have no other option but to close the complaint as Unresolved and recommend a player to forward their issue directly in front of the relevant regulatory body responsible for Platinum Play Casino. As soon as AskGamblers Complaints Team is being notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

Platinum Play Casino

• Representative

vor 8 Jahren

Hi Ingridalabu,

Regrettably, we are unable to share internal information with a third party other than our regulators.

You are welcome to go to this link and see the regulators you can contact at the bottom of the page: https://www.platinumplaycasino.com/terms-and-conditions/

Kind Regards,
Gabriela

ingridalabu

• Litauen

vor 8 Jahren

Can you share the details of this investigation to the third party such as Askgamblers? At this point I see that you are not helping me to solve the problem. Could it be that you realise that mistake was made and you are not willing to admit it or you are acting unfairly by randomly confiscating the money because you do not have to answer to anybody?

In addition, you have not answered my previous question: How can I escalate this further that fair and unbiased investigation could take place?

Platinum Play Casino

• Representative

vor 8 Jahren

Hi Ingridalabu,

Thank you for your reply.

Please note that an extensive investigation was done by our Risk team in regards to your account.

I am not at liberty to divulge what exactly was picked up however this decision was made by our Risk team and regrettably it is final.

Kind Regards,
Gabriela

Platinum Play Casino Beschwerde-Statistik

Gelöst 10 / 23

Durchschn. Betrag $1,149

Durchschn. Dauer 9 Tage

Durchschn. Antwortzeit 3 Tage

Platinum Play Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

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.

Ungelöst

$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.

Ungelöst

$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

Ungelöst

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.

Ungelöst

€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.

Ungelöst