Platinum Play Casino Complaints

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

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

$235

Locked account and winnings not paid out

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.

Unresolved

€551

Delayed processing of my winnings

after praising this casino on ask gamblers giving it a 10 star review, I find myself in the same situation as many other players. the casino has delayed payment of 400 euro and repeatedly requested verification docs which I have sent on more than 3 occasions.my docs have always been approved by other casinos without issue. i am disappointed that I have to resort to complain as I honestly thought this was an excellent casino to play at.please help me to get this resolved as the money would help me for xmas.

Resolved

€400

Unable to access their website and request a withdrawal

Im no longer able to access my account un Platinum Play and was told that my country is now restricted. However, i still have more or less $2000 balance and $1400 of that amount is in pending withdrawal state prior to me not getting access. Spoke with 3 different reps over the last couple of days. Was told they will have a temporary Security access for me to be able to log-in and withdraw so long as i dont attempt to make any bets anymore. The access will be granted solely for the purpose of getting my money back. So far i still get an error message logging to my account.

Resolved

$2,031

Refusing to pay due to mysterious charge

Hi, I recently won eight hundred dollar and when back into the casino the money was gone. I spoke with the VIP representative ,who was very rude, he stated that there was returned funds and I owed them the money, which I don't understand because I only use idebit and pre-paid credit cards. He was done speaking with me and told me to get a hold of the desputes department. I did I sent them an email and there response did not include who I owed money's to. I also got a hold of idebit and the representative I was speaking with said it didn't make any sense because the money comes out of my account and gave me the email notify their security department, so I did that. I also went through the pre-paid credit cards and the transactions went through fine on those as well. I feel like I am being lied to. I have made other withdrawals and no issues, but for some reason they feel I owe them money that doesn't make sense and they refuse to tell me to whom and when these returns happened. Thanks, Stephanie *********

Resolved

$800

Did not pay my winnings

At the begining there was some problems with my deposit, i use my skrill wallet and funds did go of from my Skrill account but did not come to my casino account. Support says at chat that they have to investigate this. and after few days i got email that everything is ok, i got also my bonus. If i remember correct, it was 100% bonus up to 500€. Then i won about 2800€ with that bonus and try to make withdrawal after wagering was made. At that point got some error message that not aloud to make that withdrawal. Talk with support and they inform me that my Skrill account is blocked in their system and i have to use other method to withdraw money. I asked that it is ok to withdraw in my bank account to finland, and they said yes. So i made new withdrawal to my Finnish bank account. After that they asked my verification documents, i send those to casino and they was also approved. then i have to make that withdrawal again and everything seems to be ok. Couple days after that i got message that my casino account is closed and they won't pay any winnings from there

Unresolved

€2,800

Delaying payment

Hi iv tried withdrawing $1700 from platinum play several times now Ive had to send my identification 3 times. I was finally told the received it. Mind you this is after they refunded it bank to my account to then have to go through all the proceeds again. Finally I was told my document are with the security team and once again have to wait 48 hrs. I nos have just got on to my account after not hearing back from them to find they have refunded it in to my account again. Unbelievable. I do not wish to play it down to nothing like the are hoping to achieve, I simply want it in my bank acoount. Regards nicnac

Resolved

$1,700

Giving me runaround for my withdrawal amount $400

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.

Resolved

Platinum Play Casino won't pay my winnings

I have $500 winnings in my casino account and when I tried to withdraw it they said I required the verification documents which I then provided. The only problem is that the utility bill for my residence is not in my name and I communicated that to the chat department and they said a bank statement would substitute so I sent that with all the other info. I stated in the email that if their was anything further to please let me know. I did not hear anything and then I find that they put the $500 dollars back into my casino account. I spoke to the chat department who insisted that I need a utility bill and I told them that is not possible with my living arrangements and he wrote flat out that i won't get my money then. I gave them the exact documents that I gave to Royal Vegas who had no problem with depositing my money and they refuse to pay me my rightfully won money. Please help to make things right as this is crooked behavior by this casino.

Resolved

$500

Refusing to remove a bonus issued without my consent

Hi I was playing yesterday and had some good wins. I was playing a game called Ariana and during the games I completed an achievement by getting jacks. The game informed me I have got the achievement but it wasn't until I had closed the game that a pop up appeared saying I had received 2000 loyalty point for the achievement. So I continued playing some other games and then went back to play Ariana. had some good wins and my total was around $430USD then I got 5 aces and completed that achievement, had a few more spins then closed the game only find a popup saying I had received 10 bonus credits so now I can't withdraw my money. I immediately got on the live chat and asked them to remove the bonus and they refused saying I had started using the bonus credits. I didn't know the bonus had been put on my account how could I when it doesn't tell you until you close the game. I think this is very underhanded can I do anything about it?

Unresolved

Platinum Play Casino team gave me the run around for my withdrawal $300 in last 10 days!

Hello dear Askgamber,I had claimed 100% bonus and some winning from FREE play offer on 2nd April.According to their bonus terms I had met 40X rollover by play several slots and then I requested a withdrawal of $300.After along weekend passed my withdraw request went to finance department.In the mean time I had verified my account by sending documents from their security team. Now I should get money $300 on next batch as they (several customer support agent) stated many times,almost every day.I had took their all screen shots our conversations to prove how they continuously lied and never paid me till today.Every day they saying that my withdrawal will be processed at the end of the day.But every single day they disappointed me by their false promises and seems they don't have willing to pay.I have attached some screenshots of their false promises on different occasions. So,I can't imagine how come they making false promises and intended look like not to pay or torture!I am very much disappoint for their false information.Every single day I am waiting to receive my fair and squire winnings $300 from Platinum Play Casino.They now running around and have not paid me on time. Dear Askgambler,please help me to get my $300.Now I am very sick frustrated for their false activities.All documents have been attached for review how they continuously lied with me every single day.Help Me please!!

Unresolved

$300

Locked my account and declined payments

i am alessandro de **** account ppr05823542. i am italian i deposti in casino january and february 2015 deposti with paysafecard and neteller. i ask in chat also bonus when i lost. and chat operator put me bonus in my account. I have made many deposits in January and February. i am Italian but from their systems i play from canada server. february 21 and 22 /2015 i win 6000 usd. i ask withdrawal and send me the email that the withdrawal was received. i connect the casino 23 february 2015 and my account is locked. not want to pay me because I'm Italian. but my deposit of january and february have accepted. when I asked the bonuses currently not told me anything. could you tell me you're Italian you can not play. are two withdrwals 24/02/2015 08:02:49 AM Ecash USD 3600.00 23/02/2015 08:26:36 AM Ecash USD 2400.00

Rejected

$6,000

Having troubles with my account verification

I have sent all the necessary documents for a withdrawal. my driving liscence and a posted bank statement. they are asking me to send a stamped bank statement but as a policy my bank will not do that (this is the case for all banks in the UK). these are the documents i have sent - bank statement including envelope and my driving license. they owe me £972.50. i have aslo included a copy of the live chat which states them saying a posted bank statement is fine. i feel they just dont want to make the payment.

Resolved

£972

Ignoring request of self

Hello. I am a compulsive gambler, as explained in the email I have sent to the casino. I am trying to fight this problem with the self exclusion from every casinos I have joined, but the temptation to join new ones is always strong. Responsible Casinos should take this problems very seriously and make the procedure fast and responsive, also because I believe there is a data bank with all gamblers with addiction problems. To make this clear I have asked to Platinumplay casino to close my account the same day I have joined it, explaining the problems with my addiction, so far the only answer I had from the Customer support was that due to the casino procedure they are not able to process my request. All I believe is that if a compulsive gambler share this problem with a casino showing the will to close an account and avoid any more further waste of money and mental health then the casino should at least take any possible actions to grant the request

Unresolved

Falsified help live chat

Hello - this evening I signed up to PPC.

I was depositing quite heavily, and then they approached me for a bonus.

I declined at first, so they tried again - I did not respond.

I then was in significant profit, and went to cash out - I was told I had a bonus still active.

Consequently, I went to the live help, and they claimed I had accepted the bonus.

They falsified the transcript - adding two lines by me, that never occurred.

I was so unbelievably shocked.

They even used the fact I deposited twice (by accident) in the help chat. If the time stamps were shown, it would be clear that these were done well before the supposed chat lines were added:

(I have replaced my name with "ME")

Skyler : Hi there ME

Skyler : I would really like to work out a bonus for you before you make your next deposit.

Skyler : Can we maybe do that for you quickly?

Skyler : Yes?

ME : ok how much?

ME : and is it free to use?

ME : or restricted

Skyler : Well, here's what I'm thinking ME - how about we get you registered with one of our sister casino 'Euro Palace' where If/when you Deposit say 1500 now with me - you could max your first deposit bonus then I will throw in a rounded off 1500 bonus and you will play with 3000 + I will immediately give you 2500 loyalty points + 100 FREE spins that no other player is getting -:) How is that to get you started?

Skyler : I'm sure that can/will make a difference in your play, yes?

ME : its ok im good

ME : i think im done shortly

Skyler : Oh ok, just thought we could get something a little EXTRA for you .

Skyler : ..before you go, do you think i could check something for on here?

ME : ok

Skyler : Great, please hold

Skyler : Ok ME, I'm sure you would agree that when you make another deposit of 1000 will not go to waste when I give you an additional 575 bonus + those 100 FREE spins to use, rite?

Skyler : How does that sound?

.........THIS IS WHERE I DID NOT RESPOND - BELOW IS WHAT THE SUPPORT CLAIM I SAID - NEVER TYPED ANOTHER WORD!!

ME : ok deposit in

Skyler : FUNTASTIC!!!

Skyler : Hold on ME, I thought we were doing a 1000 deposit for that loveky bonus I promised

ME : sory about that doing another 500

Player no longer available.

I then requested a copy of both transcripts - help chat, and bonus invitation.

The formats were different, and the help chat had a time stamp - every line!, whereas the bonus one did not... The agent simply added and faked my words. I had deposited over 4k GBP, and had over 6k in my cash. I was forced to try and play the bonus, and subsequently lost the money - which is less important, but highly annoying.

Never in all my years have I ever seen anything like this.

I have complained to Malta LTA regulator, submitted the two transcripts, one with times, one without to show inconsistency.

It is the most abhorrent behaviour I have ever seen from an online casino, and in my eyes counts as theft.

Please let me know if you can help, as currently I am out of pocket, and lost all faith in these companies.

Surely they keep un-tampered records.

I am genuinely considering legal action

Any advice would be greatly appreciated.

For now I advise everyone to be very careful with this site and Fortune Lounger group.

Resolved

Casino confiscated my winnings $530 and locked my account by making false decision. Do they don't send winnings to winners??

As a well verified player of Vegas Palms casino and 7 Sultans casino I also played into Platinum Play casino after deposited $20. I played for very long times and made finally winnings amount $530 after rolled over 30X and requested a withdrawal. Then they asked security documents again and again (atleast 7 times) and got from me. Finally,they had replied me everything were fine and they are now going to process my winnings $530 within shortly. But from early of the last week they are telling me my casino accounts had been locked due to security purposes. Well I was waiting and waiting and everyday I was in touch with support members where they also were telling me my winnings will be process after finish their investigations. But 2 days ago Zane from support told me my winnings were confiscated because I was broken their rules which is not true and fair.I met all 30X playthrough and not played with higher bet. How come they dare to confiscated my winnings $530 from gambled my deposit? Please help me if you can where I had taken risk my own money for gamble. Please help me. Thank you.

Resolved

Withdrawal problems

I withdrew from all four Fortune lounge casinos on July 12th. Due to banking bureaucracy, it is very hard to deposit into Skrill from Guatemala, so I wanted to withdraw inorder to top up my Skrill account.

I got a note telling me they needed verification documents-which they had received in the past. I sent documents and received the following reply-

[email protected]

Jul 15 (7 days ago)

to me

Hi Michael,

Thank you for contacting the Platinum Play Support Desk.

Michael I have reviewed your account and can confirm that the verification documents that was requested from you have been received and excepted.

Please take note that we have sent you the funds to your MoneyBookers account and it takes 2 – 4 days to reflect.

Allow me to assure that any information/documents you send to us will be treated with the strictest confidence and will only be accessible by people with the highest security clearance.

I thank you in advance for your patience and understanding in the matter.

Kind regards

Will

Casino Desk

We promote responsible gaming.

Knowing that I had withdrawals on the way, with a reasonable top up to my Skrill account, I commenced buying continues on a large tournament at another casino, at which I had a great start, and was up on the leader board. I reached the position of tenth, which was worth $250, and was easily within reach of positions which would pay in the thousands.

After buy 45 continues at $2.50 each I went to add to my casino account and found that my Skrill account had no funds.

I had received cash from two of the four accounts I had withdrawn from, but not the other two. I wrote support and complained and was again told they "needed the verification documents that they requested earlier."

After many more emails back and forth, and me sending a copy of the above letter to support once again, they decided that yes, they did have the documents.

I am writing this on the 22. As of this date, I have lost al my continues money on the big tournament, have lost my position on the leader board, lost the momentum I was enjoying in the tourney, and STILL HAVE NOT RECEIVED THE WITHDRAWLS FROM THE LAST TWO CASINOS.

I like the Fortune group better than any other group I have played with, but they had better do something about the lack of internal communication. The finance and credit departments are the same for al the casinos.

Why have I lost my $115 in continues, not to mention any potential winnings? Why am I still waiting on my cash withdrawals?

Resolved

dont want to make me the payment

hello
y make the account at this casino with 2 days ago, y decide to claim the 1500 free play and y deposit 20 to can claim the 100 bonus!!thay give me 20 in plus at the bonus As was normal and asked if I ok plus 20 bonus from the original and the chat told me to stay calm as everything is ok I played I met rollover requirements and we managed to win 1000 euros up here all well and good, yesterday when I sent documents to 30 minutes I was surprised to see that I have blocked casino account! have entered the live chat and asked what happened and was told he has to send a picture to act as the identity and my face appeared near some discrepancies and we said ok send it today! January 10th today I went to talk to someone to chat to see what happened and was told ca.contul will remain blocked and my earnings will be confiscated why??? to which I replied that I used with another computer which is not really what I think it was the most embarrassing excuse I heard it as I do not pay if I could lose everything was ok game forever!'s not normal what do these casinos with many of us!'ve read on forums these days and there are many in this situation is the first casino that simply mocks money and my time!

Unresolved

want my money

I deposited a pre paid master card of 50 dollars about 2 weeks ago. That day i had won 1300 cad.

I tried to withdraw but they say I need to show proof of my address. I gave them my drivers license that has my address on it. I gave them my paystub that has my adress on it. still wasn't good enough for them. So they asked me for a bank statement from my bank with an official stamp on it. I sent that today and they tell me its not sufficient enough. They need a better form that is signed from the bank. Who do these people think they are? my bank will never give me a singed document. I guess the next thing is they might want a vile of my blood. I'm obviously getting the run around and you think if they have the balls to put out a casino atleast they can man up and pay up assholes.

I know what the response will be, all the bullshit they have been sending me, please seed a utility bill and a copy of you're credit card blah blah blah.

Unresolved

3 weeks chasing Platinum Play Casino

I did a simple withdrawal of my winnings from my account. The casino had all the requirements needed to make this payment to me and it would take up to 10 working days, which I think is too long anyway. I called them and I was gaureented a specfic date that the funds will be in there and the story got changed everyday. I was told it was finalized and processed on the 18th of July and that the money is in my VISA account and that I should have received it but I didn't. I started to chase this up with them. They gave me an "ARN" tracking number to provide to my bank. My bank has heard of no such thing and there are no funds waiting to be cleared to me at all.

They couldn't give me any answers. Its been 3 weeks now and I have spoken to so many people at the support team that seem to have no idea of how to handle this. Everything I say they have a quick responses that just end up frustrating you, there is no way of getting through to them. So finally they still think they can get this withdrawal to me but are asking me for more documentation that is not even needed or heard of. They even laugh at the situation. I have done everything they have asked and its all seems too much for a simple banking transaction. They aren't doing anything on their side to clear this up for me.

Unresolved

Platinum Play Casino Complaint Stats